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'Sib 8.01: Can't activate Sibelius (License program won't run)'

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Sib 8.01: Can't activate Sibelius (License prog... - Qaantar, 13 Nov 01:14PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Venancio @ Avid, 13 Nov 04:19PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 07:52PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 08:06PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Laurence Payne, 20 Nov 08:22PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Robin Walker, 20 Nov 08:56PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 10:37PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 04 Dec 12:26AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Joe @ Sibelius, 04 Dec 12:47AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 04 Dec 01:02AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Venancio @ Avid, 08 Dec 08:38PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 13 Dec 11:38PM

Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 13 Nov 01:14PM

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I'm running Windows 10.

I just upgraded to 8.01 on an annual license.

I installed Sibelius on a different hard drive than C: (which I have a suspicion is part of the problem).

As part of the installation of 8.01, I uninstalled 7.5 (but I do still have 7.0 on my C: -- confusing, I know).

So, when I try to "activate" via the popup window, the same window just repops and does nothing. When in Sibelius, if I go to HELP and then activate, nothing at all happens.

If I try to go to the OLD C: folder (remember, Sibelius is now on a different drive) and run the licensing manager from that folder, it only shows Sibelius 7, and no other Sibelius program.

There is no license managing folder/software in the other drive where I installed Sibelius 8.01.

Any ideas? Clearly I made a mistake in expecting the program to function in anything but the default directory......

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Venancio @ Avid - 13 Nov 04:19PM (edited 13 Nov 04:20PM)

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Hi there!

We've created a web case (case # 02834514) for your issue and a support specialist will get in touch.

For the benefit of the community, we'll also post here the troubleshooting steps taken to resolve the issue.

Best regards,

Vee

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
vee.jimenez@avid.com

A. Contact Support

by email: http://avid.force.com/Support/RegistrationCaseCreation
by phone: http://www.avid.com/US/Support/Contact/audio-support

B. Other Resources

Support Help, Get Started, Downloads: http://www.avid.com/US/products/sibelius (Support Tab)
Get Started Fast with Sibelius: http://www.avidblogs.com/get-started-fast-with-sibelius/
Get Started Fast with Sibelius for Educators: https://youtu.be/-ZY7oC0O7eE
How To Video Series: http://avid.force.com/pkb/articles/en_US/how_to/Avid-Customer-Care-How-To-Video-Series
Documentation: http://www.sibelius.com/download/documentation/index.html
Forum: http://www.sibelius.com/forum
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Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 20 Nov 07:52PM

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So the support specialist wasn't able to help.

I had to call, and still no luck.

They recommended re-installing Sibelius to the main drive, stating that there was an issue between the 32 and 64-bit files getting scrambled. Ok.....

So now Sibelius is on my main drive.

For some reason, it installs in Program Files.

The Application Manager installs in Program Files (x86).

The Application Manager files appear to have 32-bit extensions.

This was all from a fresh install.

Anybody have any ideas....? Windows 10, 64 bit.

Sibelius itself runs fine, it's just that the application manager won't run. So I can't register. (I get an "The application was unable to start correctly (0xc000007b)).

Okay, so I just tried re-reinstalling everything to the Program Files (x86) directory. Same result. The Application Manager just doesn't want to run.

Any ideas? Surely this cannot be a unique problem....

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 20 Nov 08:06PM

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All right, I understood that a little incorrectly,

The x86 folder is the 32-bit folder. So... that would suggest it's all installing correctly.

And yet, it's not working.

):

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Laurence Payne - 20 Nov 08:22PM (edited 20 Nov 08:22PM)

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If you want to install Sibelius somewhere other than your system drive (normally C:) that's fine. But just change the first letter of the install path. Change C: to D: if you like, but that's all. Don't try to double-guess a 64-bit program (like Sibelius 8) into an inappropriate folder. 64-bit programs go in Program Files, 32-bit ones in Program Files (x86).

There's not much point anyway. The program files are quite small. Some support files will install to the system drive. And there will be the unual intertwining with Windows and the Registry. What you MIGHT want to put on a different drive are the Sounds, for reasons of size and/or access speed. But that's a different installation, a different decision.

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Robin Walker - 20 Nov 08:56PM

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It is an error to install Sibelius in the C:\Program Files (x86)\ folder, as that location is for 32-bit applications only, and Sibelius 8 is 64-bit only. The Avid Application Manager is 32-bit, and is correctly in C:\Program Files (x86)\

Please ensure that you install this:
https://www.microsoft.com/en-us/download/details.aspx?id=30679
before trying to run Avid Application Manager. You should install both the 64-bit and the 32-bit versions.

--
Sibelius 8.0.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.0.4, Dolet 6.4 for Sibelius, Windows 7 32-bit SP1 4GB, Windows 8.1 64-bit 16GB.

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 20 Nov 10:37PM

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Hrm, unfortunately no luck. I went back to letting Sibelius go with all of its default directories, and it's still not working.

@Robin -- I've also tried installing the Visual Studio updates that you linked to (both 32 and 64 bit).

I did finish up some tech support w/ Avid earlier. Jillian verified everything is installed fine. She found a link to some issues with the particular error (the (0xc000007b) part). It recommended reinstalling some dll files, and then running sfc (the system file checker) to auto-repair and identify other corrupted files.

Unfortunately, the only corrupted files I had were .png files (graphics files!). I replaced those, and still no luck.

I have a very bad feeling that something deep in Windows is not right....

Appreciate the thoughts, though! Rather frustrating to have the main program work just fine, but have the license slowly ticking down...

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 04 Dec 12:26AM

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Only 9 days left before I have to ask for a refund and then decide whether I'm going back to 7.5 or cross-grading to a software program that works on Windows 10....

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Joe @ Sibelius - 04 Dec 12:47AM

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Hi Qaantar,

I'll ask my colleagues in technical support to follow up with this again.

Sibelius 8.x should work correctly on Windows 10.

Joe

--
Joe Pearson | Product Designer | Sibelius
www.sibelius.com, @joeapearson, joe.pearson@avid.com

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 04 Dec 01:02AM (edited 07 Dec 09:47PM)

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Thanks, Joe.

I'll just point out -- Sibelius 8 itself works fine. It's the License Manager that I can't get to run!

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Venancio @ Avid - 08 Dec 08:38PM

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> Thanks, Joe.
>
> I'll just point out -- Sibelius 8 itself works fine. It's the License Manager that I can't get to run!

Hi Qaantar,

We'd like to schedule a remote session with you.

Kindly reply to our email with your preferred time for contact.

Thanks!

Best regards,
Vee

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
vee.jimenez@avid.com

Re: Sib 8.01: Can't activate Sibelius (License program won't run)
Posted by Qaantar - 13 Dec 11:38PM

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We got it fixed!

I wish I could tell you exactly how it ended up working. It involved re-re-reinstalling one of the C++ packages (I say re-re-re because I reinstalled them; delete them, reinstalled them ALL, and then finally this last attempt was redoing one of the more recent ones, and doing the "repair" option). So, in the end, not really sure what or why, but the license software works now. Just in the nick of time.

Thanks much!

Q

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Messages in this thread

Sib 8.01: Can't activate Sibelius (License prog... - Qaantar, 13 Nov 01:14PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Venancio @ Avid, 13 Nov 04:19PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 07:52PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 08:06PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Laurence Payne, 20 Nov 08:22PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Robin Walker, 20 Nov 08:56PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 20 Nov 10:37PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 04 Dec 12:26AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Joe @ Sibelius, 04 Dec 12:47AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 04 Dec 01:02AM

Re: Sib 8.01: Can't activate Sibelius (License ... - Venancio @ Avid, 08 Dec 08:38PM

Re: Sib 8.01: Can't activate Sibelius (License ... - Qaantar, 13 Dec 11:38PM