'Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer'

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Sib. First: New Computer Sibelius 7 First will ... - durhamtm, 26 Jan 03:19PM
     Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 03:27PM
         Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 03:44PM
             Re: Sib. First: New Computer Sibelius 7 First w... - durhamtm, 26 Jan 05:45PM
                 Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 05:58PM
                     Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 07:01PM
                 Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 07:02PM
                     Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 07:09PM

Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by durhamtm - 26 Jan 03:19PM
My old mac got damage last week, so instead of getting it repaired I decided to buy a new one. Fortunately I was able to save all the information from my old hard drive, so all I had to do was copy over that hard drive to the new computer. After coping over everything I tried to open sibelius 7 First and every time I tried to open it I was greeted with a message saying that the software wasn't recognizing my license and that I needed to delete a folder in my library under application support/avid/licenses. I deleted this folder and restarted the software and nothing happened. I have uninstalled the software and reinstalled it several times now, every time I've been greeted with the same message despite that folder no longer in existence. I've searched for solutions and have tried everything I can to fix it and nothing has worked.

In addition Avid's support for sibelius is probably the worst I've ever seen, and despite having called them 3 times last week and using every possible extension option they provided I could not get a hold of a person, and all answers their pre recorded responses gave just directed me to this forum.

This is now my second post and I'm getting really frustrated with sibelius/avid for probably some of the worst customer service I've ever heard of.
Please some one help me!
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Robin Walker - 26 Jan 03:27PM
Did you de-activate Sibelius First on the old Mac before trying to activate it on the new one? If not, please do that now.

I guess the new Mac is running Yosemite, so that introduces the need for a slightly different approach, before first launch of Sibelius First.

On the new Mac, launch the application "Avid License Control" and try activating Sibelius First, using your credentials (System ID, Activation ID).

Only after having activated Sibelius First, then try launching Sibelius First.

If activation in "Avid License Control" failed, then this might be because the activation on the old Mac has not been released.

--
Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1 4GB, Windows 8.1 64-bit 16GB.
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Laurence Payne - 26 Jan 03:44PM
Just copying files across to a new computer doesn't work. Do what Robin suggests.

If your registration HAS gone missing, there is one efficient part of Avid customer support, and luckily it's the part you need to sort this out.

Fill in the form at:
http://avid.force.com/Support/RegistrationCaseCreation
and tell them what's happened.

--
FAQ www.laurencepayne.co.uk/sibelius.html
If you want help with a score, attach the sib file!
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by durhamtm - 26 Jan 05:45PM
My old computer got water damage and can not start up. I have the old hard drive but the only way to run that hard drive is through my new computer and its new motherboard (which from what I've read online is part of why my software won't recognize my computer) is there a way to deactivate it on my old hard drive without having access to my old motherboard?

Thanks for all of your help!
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Laurence Payne - 26 Jan 05:58PM
You'd think a Mac would be waterproof.... :-)

I think you get two installations of Sibelius First, just as with the full program. So this probably isn't about running out of registrations.

Are you sure you deleted the folder in EXACTLY the location you were instructed to? Not a location that was merely similar to it?
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Robin Walker - 26 Jan 07:01PM
> I think you get two installations of Sibelius First

I'm not sure about that: it might be only one.

--
Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1 4GB, Windows 8.1 64-bit 16GB.
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Robin Walker - 26 Jan 07:02PM
> is there a way to deactivate it on my old hard drive without having access to my old motherboard?

Not directly, no. Avid registration support would be able to do this at their end.

Have you actually tried to run the Avid License Control application on the new Mac yet?

--
Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1 4GB, Windows 8.1 64-bit 16GB.
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Re: Sib. First: New Computer Sibelius 7 First will not recognize my license on my new computer
Posted by Laurence Payne - 26 Jan 07:09PM
If it's Sibelius 7 First, it's two, according to this:

http://avid.force.com/pkb/articles/en_US/FAQ/en360605

One on earlier First and Student versions.
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Messages in this thread

Sib. First: New Computer Sibelius 7 First will ... - durhamtm, 26 Jan 03:19PM
     Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 03:27PM
         Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 03:44PM
             Re: Sib. First: New Computer Sibelius 7 First w... - durhamtm, 26 Jan 05:45PM
                 Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 05:58PM
                     Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 07:01PM
                 Re: Sib. First: New Computer Sibelius 7 First w... - Robin Walker, 26 Jan 07:02PM
                     Re: Sib. First: New Computer Sibelius 7 First w... - Laurence Payne, 26 Jan 07:09PM