Messages in this thread

Contact Sibelius Support - Venancio @ Avid, 31 Aug 03:17PM
     Re: CONTACT SIBELIUS SUPPORT - Laurence Payne, 31 Aug 04:22PM
         Re: CONTACT SIBELIUS SUPPORT - Bob Zawalich, 31 Aug 04:38PM
             Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 31 Aug 05:05PM
                 Re: CONTACT SIBELIUS SUPPORT - Tony Wakefield, 29 Sep 10:44AM
                     Re: CONTACT SIBELIUS SUPPORT - Arnold Marinus Veeman, 03 Oct 02:39PM
                         Re: CONTACT SIBELIUS SUPPORT - Joe @ Sibelius, 03 Oct 02:49PM
                             Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 03 Oct 06:26PM
                                 Re: CONTACT SIBELIUS SUPPORT - Theorydoc, 06 Oct 06:53PM
                                     Re: CONTACT SIBELIUS SUPPORT - jonseagroatt, 22 Oct 11:53AM
                                         Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 23 Oct 12:34PM
                                             Re: CONTACT SIBELIUS SUPPORT - roberto, 24 Oct 09:40PM
                                                 Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 25 Oct 12:36PM
                                                     Re: CONTACT SIBELIUS SUPPORT - Jostein, 09 Feb 07:04PM
                                                         Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 13 Feb 04:16PM
                                                             Re: CONTACT SIBELIUS SUPPORT - Philip Woodroffe, 11 Apr 09:27PM
                                                                 Re: CONTACT SIBELIUS SUPPORT - philj, 18 May 04:41PM
                                                                     Re: CONTACT SIBELIUS SUPPORT - Laurence Payne, 18 May 04:51PM
                                                                         Re: Contact Sibelius Support - philj, 20 May 03:16PM
                                                                             Re: Contact Sibelius Support - jngirwin, 10 Jul 07:03PM
                 Re: CONTACT SIBELIUS SUPPORT - frankdk, 01 Nov 12:17AM
                     Re: CONTACT SIBELIUS SUPPORT - Laurence Payne, 01 Nov 11:19AM
         Re: CONTACT SIBELIUS SUPPORT - Richard L. Coble, 17 Jun 03:02PM
             Re: CONTACT SIBELIUS SUPPORT - Robin Walker, 18 Jun 02:06PM
                 Re: CONTACT SIBELIUS SUPPORT - jngirwin, 11 Jul 11:50AM
                     Re: CONTACT SIBELIUS SUPPORT - jngirwin, 11 Jul 11:59AM
                         Re: CONTACT SIBELIUS SUPPORT - jngirwin, 11 Jul 12:57PM
                             Re: CONTACT SIBELIUS SUPPORT - Sam at Sibelius, 11 Jul 10:36PM
                                 Re: CONTACT SIBELIUS SUPPORT - alfiosca, 16 Sep 09:33PM
                                     Re: CONTACT SIBELIUS SUPPORT - Mike Lyons, 25 Sep 08:41AM
                                         Re: CONTACT SIBELIUS SUPPORT - Ingrid, 26 Sep 06:40PM
                                             Re: CONTACT SIBELIUS SUPPORT - brett.r, 11 Oct 11:55PM
                                                 Re: CONTACT SIBELIUS SUPPORT - Sam at Sibelius, 12 Oct 08:41AM
                                                     Re: CONTACT SIBELIUS SUPPORT - brett.r, 13 Oct 02:26AM
                                                         Re: CONTACT SIBELIUS SUPPORT - daveje, 11 Feb 04:53PM
                                                             Re: CONTACT SIBELIUS SUPPORT - Gabor Juhasz, 31 Aug 02:38PM
                                                                 Re: CONTACT SIBELIUS SUPPORT - Robin Walker, 31 Aug 02:56PM
                                                                     Re: CONTACT SIBELIUS SUPPORT - Julie Fox, 16 Oct 10:39AM
                                                                         Re: CONTACT SIBELIUS SUPPORT - Ingrid, 16 Oct 03:40PM
                                                                         Re: CONTACT SIBELIUS SUPPORT - Laurence Payne, 16 Oct 04:17PM
                                                                             Re: CONTACT SIBELIUS SUPPORT - Chris Crawley, 16 Oct 05:20PM
                                                                                 Re: CONTACT SIBELIUS SUPPORT - forough, 07 Nov 05:28AM
                                                                                     Re: CONTACT SIBELIUS SUPPORT - Zivkovic, 07 Nov 08:17AM
                                                                                         Re: CONTACT SIBELIUS SUPPORT - Ingrid, 07 Nov 03:08PM
                                                                                             Re: CONTACT SIBELIUS SUPPORT - Zivkovic, 08 Nov 09:00AM
                                                                                                 Re: CONTACT SIBELIUS SUPPORT - Ingrid, 09 Nov 08:07PM
                                                                                     Re: CONTACT SIBELIUS SUPPORT - Ingrid, 07 Nov 03:07PM
                                         Re: CONTACT SIBELIUS SUPPORT - SDSHS, 25 Nov 01:10AM
     Re: Contact Sibelius Support - Heather Figi, 28 Dec 05:08PM
         Re: Contact Sibelius Support - annedroid, 26 Mar 06:22PM
             Re: Contact Sibelius Support - Mike Lyons, 27 Mar 12:23PM
                 Re: Contact Sibelius Support - Laurence Payne, 27 Mar 01:27PM
                     Re: Contact Sibelius Support - Gala, 31 Mar 08:44PM
                         Re: Contact Sibelius Support - Ingrid, 01 Apr 03:22PM
                             Re: Contact Sibelius Support - Elisa Ottati, 10 Apr 04:38PM
                                 Re: Contact Sibelius Support - Robin Walker, 10 Apr 05:01PM
                                     Re: Contact Sibelius Support - corawl, 18 May 02:52PM
                                         Re: Contact Sibelius Support - Laurence Payne, 18 May 03:37PM
                                         Re: Contact Sibelius Support - Robin Walker, 18 May 03:41PM
                                             Re: Contact Sibelius Support - corawl, 18 May 05:00PM
                                                 Re: Contact Sibelius Support - corawl, 18 May 06:11PM
                                                     Re: Contact Sibelius Support - Robin Walker, 18 May 06:25PM
                                                         Re: Contact Sibelius Support - corawl, 18 May 06:46PM
                                                             Re: Contact Sibelius Support - Robin Walker, 18 May 06:51PM
                                                                 Re: Contact Sibelius Support - corawl, 21 May 02:23PM
                                                             Re: Contact Sibelius Support - corawl, 18 May 06:57PM
                                                                 Re: Contact Sibelius Support - Robin Walker, 18 May 07:03PM
                                                                     Re: Contact Sibelius Support - MAGALIF, 20 May 01:57AM
                                                                         Re: Contact Sibelius Support - Mike Lyons, 20 May 05:26AM
                                                                             Re: Contact Sibelius Support - Chris Crawley, 20 May 10:14AM
                                                                     Re: Contact Sibelius Support - corawl, 20 May 09:52PM
                                                                         Re: Contact Sibelius Support - Mike Lyons, 21 May 06:43AM
                                                                             Re: Contact Sibelius Support - corawl, 21 May 02:11PM
                                                                                 Re: Contact Sibelius Support - Ingrid, 21 May 02:37PM
                                                                                     Re: Contact Sibelius Support - corawl, 21 May 03:51PM
                                                                                     Re: Contact Sibelius Support - Anders Annerholm, 21 May 03:59PM
                                                                                         Re: Contact Sibelius Support - Jim Williams, 22 May 01:09AM
                                                                                         Re: Contact Sibelius Support - Ingrid, 22 May 02:59PM
                                                                                             Re: Contact Sibelius Support - Anders Annerholm, 22 May 07:55PM
                                                                                                 Re: Contact Sibelius Support - Ian Inglis, 22 May 11:19PM
                                                                                                     Re: Contact Sibelius Support - Henry Robinett, 13 Jun 06:01PM
                                                                                                         Re: Contact Sibelius Support - Philip Woodroffe, 17 Jul 12:49AM
                                                                                                             Re: Contact Sibelius Support - Ingrid, 17 Jul 01:15PM
                                                                                                                 Re: Contact Sibelius Support - Robert Murdoch, 02 Aug 02:29AM
                                                                                                                     Re: Contact Sibelius Support - Ingrid, 02 Aug 04:56PM
                                                                                                                         Re: Contact Sibelius Support - Robert Murdoch, 02 Aug 05:19PM
                                                                                                                             Re: Contact Sibelius Support - Robert Murdoch, 06 Aug 07:03AM
                                                                                                                                 Re: Contact Sibelius Support - Ingrid, 06 Aug 02:34PM
                                         Re: Contact Sibelius Support - mgalli, 29 Sep 06:48PM
                                             Re: Contact Sibelius Support - Robin Walker, 29 Sep 06:53PM
     Re: Contact Sibelius Support - MOON D. KIM, 11 Sep 02:10AM
         Re: Contact Sibelius Support - Robin Walker, 11 Sep 08:43AM
     Re: Contact Sibelius Support - fralund, 21 Oct 10:37AM
         Re: Contact Sibelius Support - Ingrid, 22 Oct 02:16PM
     Re: Contact Sibelius Support - Calx, 18 Dec 09:42AM
         Re: Contact Sibelius Support - Laurence Payne, 18 Dec 11:27AM
     Re: Contact Sibelius Support - Philip Sparke, 27 Jan 10:10AM
         Re: Contact Sibelius Support - Fleminghouse, 27 Jan 10:37AM
             Re: Contact Sibelius Support - Fleminghouse, 27 Jan 12:44PM
                 Re: Contact Sibelius Support - Fleminghouse, 27 Jan 01:24PM
                     Re: Contact Sibelius Support - Laurence Payne, 27 Jan 07:53PM
                         Re: Contact Sibelius Support - Fleminghouse, 27 Jan 11:55PM
                             Re: Contact Sibelius Support - Mike Lyons, 14 Feb 09:16AM
                                 Re: Contact Sibelius Support - Robin Walker, 14 Feb 11:00AM
                                     Re: Contact Sibelius Support - CathH, 11 Mar 10:34AM
                                         Re: Contact Sibelius Support - Robin Walker, 11 Mar 10:51AM
                                             Re: Contact Sibelius Support - CathH, 11 Mar 01:07PM
     Re: Contact Sibelius Support - SanderPors, 07 Sep 12:32PM
         Re: Contact Sibelius Support - Robin Walker, 07 Sep 01:03PM
             Re: Contact Sibelius Support - christine lee, 09 Oct 01:14PM
                 Re: Contact Sibelius Support - Robin Walker, 09 Oct 03:22PM
     Re: Contact Sibelius Support - Keith John Hutchison - Ceiteach Seán Mac Úistin, 14 Oct 04:27AM
         Re: Contact Sibelius Support - Ingrid, 14 Oct 11:53AM
             Re: Contact Sibelius Support - Keith John Hutchison - Ceiteach Seán Mac Úistin, 15 Oct 07:22AM
                 Re: Contact Sibelius Support - Vladimir Vaculik, 12 Nov 06:31PM
                     Re: Contact Sibelius Support - Robin Walker, 12 Nov 06:45PM
                         Re: Contact Sibelius Support - epic_piano, 25 Jan 02:05AM
                             Re: Contact Sibelius Support - Robin Walker, 25 Jan 08:31AM
                                 Re: Contact Sibelius Support - Andrés Fonseca, 25 Jan 05:13PM
                                     Re: Contact Sibelius Support - Ingrid, 25 Jan 06:18PM
                                         Re: Contact Sibelius Support - Climba14er, 13 Feb 04:30PM
                                             Re: Contact Sibelius Support - Laurence Payne, 13 Feb 04:32PM
     Re: Contact Sibelius Support - DavidEdwardsPiano, 02 Mar 09:33PM
         Re: Contact Sibelius Support - Robin Walker, 02 Mar 10:58PM
     Re: Contact Sibelius Support - Mleblanc, 23 Mar 07:54PM
         Re: Contact Sibelius Support - Mike Lyons, 23 Mar 10:02PM
         Re: Contact Sibelius Support - Mleblanc, 23 Mar 10:11PM
             Re: Contact Sibelius Support - Mike Lyons, 24 Mar 08:54AM
                 Re: Contact Sibelius Support - Richard Vitale, 13 Aug 04:37PM
                     Re: Contact Sibelius Support - Richard Vitale, 13 Aug 04:38PM
                         Re: Contact Sibelius Support - Richard Vitale, 13 Aug 05:35PM
                             Re: Contact Sibelius Support - George Theodorakis, 15 Aug 07:30PM
                                 Re: Contact Sibelius Support - Robin Walker, 15 Aug 08:45PM
                                     Re: Contact Sibelius Support - George Theodorakis, 16 Aug 11:14AM
                                         Re: Contact Sibelius Support - Robin Walker, 16 Aug 12:32PM
                                             Re: Contact Sibelius Support - George Theodorakis, 16 Aug 07:51PM
                                                 Re: Contact Sibelius Support - Robin Walker, 16 Aug 08:07PM
                                                     Re: Contact Sibelius Support - George Theodorakis, 17 Aug 01:39PM
     Re: Contact Sibelius Support - Brooke, 16 Aug 02:09AM
         Re: Contact Sibelius Support - Chris Crawley, 16 Aug 12:08PM
     Re: Contact Sibelius Support - Beuno, 22 Sep 04:42PM
         Re: Contact Sibelius Support - George Theodorakis, 29 Sep 06:42PM
             Re: Contact Sibelius Support - Robin Walker, 29 Sep 06:55PM

Contact Sibelius Support
Posted by Venancio @ Avid - 31 Aug 03:17PM (edited 05 Jun 02:56PM)
Hi everyone,

We're not lacking in experts here within the Sibelius community.

We also have Sam and Joe.

Nonetheless, we’re also just an email or phone call away if you need help from the Sibelius tech support team.

A. Email: http://avid.force.com/Support/RegistrationCaseCreation

B. Phone: http://www.avid.com/US/Support/Contact/audio-support

Americas
Hours of Operation:
Monday-Friday 8am-5pm PST
+1 650-237-1706

Europe
Hours of Operation:
Monday-Friday UK: 9am-5pm GMT/BST
United Kingdom: +44 1753 658585
If Country is not listed, dial: +44 1753 658585

Asia
Hours of Operation:
Monday-Friday Japan: 10am-6pm JST
Monday-Tuesday, Thursday-Friday Australia: 9:30am-5:30pm AET
Japan: 0120-950-028
Australia: +61 0 2 9420 3066


Try it out, especially those who'd prefer or benefit from a remote session. One can also mention in the email or during the call relevant forum thread links if initial troubleshooting has already been done here.


Best Regards,

Vee
Sibelius Customer Care | Sibelius Community
Who Can We Help Today?
Avid Audio Customer Service Administration

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Re: CONTACT SIBELIUS SUPPORT
Posted by Laurence Payne - 31 Aug 04:22PM
> We're not lacking in experts here within the Sibelius community.
>
> We also have Sam and Joe.


Are you sure that came out quite as intended? :-)

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Re: CONTACT SIBELIUS SUPPORT
Posted by Bob Zawalich - 31 Aug 04:38PM
Am I correct that contacting Avid tech support is free if you are currently enrolled in an Update and Support plan (as you get for a year when upgrading to Sib 8)?

And if you are not enrolled, you will have to pay for non-registration-specific support from Avid, though registration issues are still covered for free?

--
Bob

An experienced user of Sibelius. Sib 1.2 - 8, Windows 10 Pro 64 bit, 32 G RAM. Year 2016.
For plugin categories see http://www.sibeliusblog.com/tips/sibelius-download-page-plug-ins/

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Re: CONTACT SIBELIUS SUPPORT
Posted by Venancio @ Avid - 31 Aug 05:05PM (edited 31 Aug 06:53PM)
Hey, Laurence! :)

That's correct Bob!

And if people have noticed, we've still been creating cases for and helping out as much as we can even users of Sibelius 1-7.5

One won't be able to go through the phone lines without a valid support plan (for non-registration-specific support) but as I've seen, tickets of Sibelius 1-7.5 users are being taken care of by the Sibelius support team, at least via e-mail which in a number of cases, have also led to remote sessions.


--
Venancio Jimenez III
Sibelius Support | Sibelius Community
Who Can We Help Today?
vee.jimenez@avid.com

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Re: CONTACT SIBELIUS SUPPORT
Posted by Tony Wakefield - 29 Sep 10:44AM
Hi Venancio,

Could I please ask for some more remote access help with the following persistant problem, a result of which has been to confuse me (and possibly Sib 7 and 8?) when I try to save a score and parts from 8 back to 7? I tried to make this procedure, was unsuccessful, all due to my unfamiliarity with the newly purchased ver.8.
Thanks for your help and understanding.
Tony Wakefield.
--------------

----Original message----
From : anthony_wakefield@btinternet.com
Date : 22/07/2016 - 5:18 pm (GMTDT)
To : avidcustomercare@avid.com
Subject : Re: Can't find my Sibelius 8 download [Case : 02991798]

Hello Neddy,

Thanks for your follow up mails. I`m monitoring it all at present, but have noticed that Sib 6 and Sib7 sometimes won`t open, and I have to ctl/alt/dlt/restart. Could this be my computer or Avid? They open when I restart.

Thanks and best wishes,

Tony Wakefield

http://www.scoreexchange.com/profiles/tonywakefield
---------------------------------------------------

----Original message----
From : avidcustomercare@avid.com
Date : 22/07/2016 - 4:57 pm (GMTDT)
To : anthony_wakefield@btinternet.com
Subject : Can't find my Sibelius 8 download [Case : 02991798]

Recently you requested assistance from Avid Customer Care.
Below is our response and a summary of your request.

To update this case, reply to this email leaving the subject line as it is and enter your response at the top of the email.

If there is no response, we will check in with you in 5 days.

If you have an Avid support contract you may use the following link to log in and view, create and manage your cases (does not apply to Avid Support Code (ASC) Per Incident cases):
http://csportal.avid.com


Current Response:

Entered on: 7/22/2016 11:57 AM Entered by: NeddyLeeh Molina

Good day!

I just want to follow-up on your Sibelius concern. If you need any help please let me know.

Many Thanks,

Ned
Sibelius Technical Support
Avid Audio Customer Service Administration
------------------------------------------

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Re: CONTACT SIBELIUS SUPPORT
Posted by Arnold Marinus Veeman - 03 Oct 02:39PM
If possible please change the search function for this forum back to the search function and NOT to the OVERALL support page of Avid.

I just want to look things up, preferably before I post a new question.

Thanks in advanced,

Arnold

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Re: CONTACT SIBELIUS SUPPORT
Posted by Joe @ Sibelius - 03 Oct 02:49PM
Hi Arnold,

From the "All threads" view in this forum, click the "Search forum" link on the top left - you can search forum threads that way.

Joe
--
Joe Pearson

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Re: CONTACT SIBELIUS SUPPORT
Posted by Venancio @ Avid - 03 Oct 06:26PM
@Tony

Created that case for you last week and I see you corresponded with one of our techs.

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
Who Can We Help Today?
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

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
Talk to us on Twitter: @AvidSibelius @AvidSupport
Find us on Facebook: https://www.facebook.com/AvidSibelius

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Re: CONTACT SIBELIUS SUPPORT
Posted by Theorydoc - 06 Oct 06:53PM
How do I set the vocal sounds actually to be vocal sounds? All the chorus/choir templates have a cheesy organ sound.

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Re: CONTACT SIBELIUS SUPPORT
Posted by jonseagroatt - 22 Oct 11:53AM
Hi, your online support form seems to have stopped working (for me at least) despite trying re-loads and different browsers etc. several times.....

My Macbook Pro has had a replacement logic board, and I can no longer open Sibelius. Can you help, please...?

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Re: CONTACT SIBELIUS SUPPORT
Posted by Venancio @ Avid - 23 Oct 12:34PM
Sorry for the trouble jonseagroatt.

The phones are down (AT&T fiber cable issue)

I created a case for you and one of our tech specialists will be in touch.


Best regards,

Vee

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
Who Can We Help Today?
vee.jimenez@avid.com

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Re: CONTACT SIBELIUS SUPPORT
Posted by roberto - 24 Oct 09:40PM
Venancio, he tenido que cambiar el hard de mi computadora y no puedo acceder con mi Activación ID, que puedo hacer para instalar el Sibelius 8.3 es que que compre el 7 de junio de 2016.
Alguna ayuda?
Gracias
Roberto

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Re: CONTACT SIBELIUS SUPPORT
Posted by Venancio @ Avid - 25 Oct 12:36PM
Hola Robert,

He creado un caso para usted (# 03067641) y uno de nuestros especialistas de soporte le enviará un correo electrónico a 1Roberto lopez@gmail.com

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
Who Can We Help Today?
vee.jimenez@avid.com

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Re: CONTACT SIBELIUS SUPPORT
Posted by Jostein - 09 Feb 07:04PM
Hi! I need some help with my lisence! I ordered in november, and subscribed for monthly purcashe. My problem is that it now says it has been cancelled. I did not cancel it myself, and the strangest part is that it says it has been cancelled in the year 9999. I don't know what's going on, and would like som help to figure this out!

Sincerly
- Jostein
Attachment Cancelled_2.jpg (143K)

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Re: CONTACT SIBELIUS SUPPORT
Posted by Venancio @ Avid - 13 Feb 04:16PM
Hi Jostein,

Case created for you (03144600). We'll send you an email~

--
Venancio Jimenez III
Sibelius Support | Sibelius Community
Who Can We Help Today?
vee.jimenez@avid.com

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Re: CONTACT SIBELIUS SUPPORT
Posted by Philip Woodroffe - 11 Apr 09:27PM
what options do I have to pay when renewing my license please?

--
macbook pro i7 non retina 2.9ghz 16gb ram 10.9.5 1TB SSD boot drive, 2tb storage drive on mavericks

sib 6.2.0 and sib 7.1.3 and 7.5.1 8.4

old macbook thingy! el capitan test computer with sibelius 6 7.1 7,5 (8 demo) and note performer.


sibelius choral and garitan personal orchestra.
(aria 4). east west symphonic east west symphonic orchestra with johnathan loving sound sets photoscore 7.2. note performer

musescore noteworthy melody assistant and virtual singer.

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Re: CONTACT SIBELIUS SUPPORT
Posted by philj - 18 May 04:41PM
Hi : I've just spent more than an hour going round in circles on Avid's website seeking help to change my registration for Sib 7.5 from a dead pc to a new one.

Each time I found a useful thread, it lead me back to the email link that Venancio supplied at the top of this thread :
http://avid.force.com/Support/RegistrationCaseCreation

The first time I was quite happy because it actually mentions Sibelius near the top of the page. I wrote my email explaining my problem, completed the name, email, phone no and activation id and then found that I couldn't send the email without completing further compulsory fields.

The first of those was Product type audio:video. That's easy but then the next field 'Product Level 1' only mentions Artist Suite. I never found any further mention of Sibelius so the email could not be sent.

How to proceed, please, Venancio ?

--
Philip Jackson
MuseScore 2.0.3 UbuntuStudio-16.04.1 64bit 32Gb ram, 3Ghz
(Sibelius 7.5.1 Windows 10 64bit)

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Re: CONTACT SIBELIUS SUPPORT
Posted by Laurence Payne - 18 May 04:51PM (edited 18 May 04:53PM)
You should be able to select 'Artist Suite: Notation and Scoring'. See attached screenshot. Sibelius then appears in the next field.


Vee has moved on. See this thread.

http://www.sibelius.com/cgi-bin/helpcenter/chat/chat.pl?com=thread&start=712626&groupid=3&words=vee&name=
Attachment Capture.PNG.png (10K)

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Re: Contact Sibelius Support
Posted by philj - 20 May 03:16PM (edited 05 Jun 02:56PM)
Thanks Laurence. I see that that is what I should have done but it would be better if Sibelius was not hidden behind the name Artist Suite. I imagined Artist Suite was another Protools product.

But whether it was my email from that page of Avid's website which I completed with erroneous info just to get it away, or whether it was my post above which caught their attention - I do not know.

But I would like to say that I had rapid responses from Support advising me to contact Vicky with a real email address and another from Lorenzo telling me that he had removed my old machine and asking that I retry the activation.

And it worked perfectly. I would like to put on the record that the response from Support was both timely and effective for me even though their website was not too clever.


--
Philip Jackson
MuseScore 2.0.3 UbuntuStudio-16.04.1 64bit 32Gb ram, 3Ghz
(Sibelius 7.5.1 Windows 10 64bit)

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Re: Contact Sibelius Support
Posted by jngirwin - 10 Jul 07:03PM (edited 10 Jul 08:08PM)
I have been trying, without success, to track my order.

Each time I follow the link 'Track my Order' I get

"There’s a problem with this website’s security certificate"

This happens no matter how I approach the link.

It also happens with the other links on the same page.

Further, the form on the page
www.avid.com/webstorecontact
rejects, asking for a product name but there's no field for product name.

Order Number: 5274853


JNG Irwin

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Re: CONTACT SIBELIUS SUPPORT
Posted by frankdk - 01 Nov 12:17AM
My Sibelius 8.5 is a few months out of support. It has never worked properly, and carrying out the instructions in the manual often don't have the intended results.

Do I have to pay to help Avid fix their software?

Thanks.

Frank

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Re: CONTACT SIBELIUS SUPPORT
Posted by Laurence Payne - 01 Nov 11:19AM
It's a complex program. Some things will never be 'intuitive', and there are, indeed a few continuing bugs. But the fact that you succeeded in posting in this forum confirms that you can continue to receive advice, despite your contract having expired. Best if you start a new thread for a specific question though.

Yes, 'Paying to help Avid fix their software' is a reasonable description of how most commercial software works! You buy it 'as seen'. Updates, whether major ones at fixed intervals or smaller ones on a rolling basis, are chargeable.

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Re: CONTACT SIBELIUS SUPPORT
Posted by Richard L. Coble - 17 Jun 03:02PM
I am running Win 10 and have up-graded to Sib 8.6. I downloaded Sibelius Sounds 7 and installed it and chose it as the play back configuration, but I get no sounds by either the test button or playing a score. The Audio Engine option is Primary Sound Driver (DS).

Please Help.

Rich Coble

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Re: CONTACT SIBELIUS SUPPORT
Posted by Robin Walker - 18 Jun 02:06PM
> I downloaded Sibelius Sounds 7 and installed it and chose it as the play back configuration, but I get no sounds by either the test button or playing a score.

Rich Coble, please start your own thread with your issue, rather than hi-jacking a thread on a different topic. When you do, please attach screen-shots of the Sibelius dialogue windows "Playback Configuration" and "Audio Engine Options". The most likely cause of the issue is that the Sibelius Sounds sample library has not been installed: maybe you downloaded mistakenly the "Sibelius Sounds Updater" rather than the full product "Sibelius Sounds".

--
Sibelius 8.6/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.0.4, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop no-name, Microsoft Surface Book.

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Re: CONTACT SIBELIUS SUPPORT
Posted by jngirwin - 11 Jul 11:50AM
I have been trying, without success, to track my order.

Each time I follow the link 'Track my Order' I get

"There’s a problem with this website’s security certificate"

This happens no matter how I approach the link.

It also happens with the other links on the same page.

Further, the form on the page
www.avid.com/webstorecontact
rejects, asking for a product name but there's no field for product name.

Order Number: 5274853


JNG Irwin

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Re: CONTACT SIBELIUS SUPPORT
Posted by jngirwin - 11 Jul 11:59AM (edited 11 Jul 12:02PM)
My previous doesn't register as 'new'?

Should I sign in as 'Fred'?

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Re: CONTACT SIBELIUS SUPPORT
Posted by jngirwin - 11 Jul 12:57PM
Will this one work?

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Re: CONTACT SIBELIUS SUPPORT
Posted by Sam at Sibelius - 11 Jul 10:36PM
Hi - I'll ask the webstore team to take a look for you.

Sam

--
Sam Butler | Product Manager | Sibelius
sam.butler@avid.com | @avid_sam | @AvidSibelius

Contact the Sibelius support team:
www.sibelius.com/documents/contact_form.html

KB and other resources:
www.sibelius.com/support

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Re: CONTACT SIBELIUS SUPPORT
Posted by alfiosca - 16 Sep 09:33PM
sorry for my poor english
I have sybelius 7 and several registration id but no one work
A Pc Service formatted my pc and notepad to upgrade to w10 without disattivate my 2 registrations and I lost my Sybelius

I have several activation n° but no one work

please help me to retrive my Sybelius
regards
dr. Alfio Scaletta


--
Sibelius 7.1.3 + PhotoScore Ultimate
Yamaha Disklavier + yamaha Tyros3

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Re: CONTACT SIBELIUS SUPPORT
Posted by Mike Lyons - 25 Sep 08:41AM
Contact Avid's own registration support team, which is free for all registered users.

--
1.6GHz Intel i7 Quad core, Win 10 Pro, 8GB,7TB HDD, Scarlett 6i6, Sib 6.2,7.5, 8.4 NotePerformer, EWQLSO Plat, EWQLSC, Miroslav Phil, Harmony Asst, GPO4, GPO5, COMB2
Si me castigare vis, necesse est me intellexisse.

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Re: CONTACT SIBELIUS SUPPORT
Posted by Ingrid - 26 Sep 06:40PM
Hi @alfiosca,

May I please have your e-mail address so that I can create a case for you. You can message me by clicking on my name. Thanks.


Best regards,
Ingrid | Sibelius Support

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Re: CONTACT SIBELIUS SUPPORT
Posted by brett.r - 11 Oct 11:55PM
So I called Australian support, during their advertised assistance hours. No answer, message saying 'office unattended'. Then I called US support, during their office hours. 'You have called out of office hours'. I clicked on 'need help' on the avid website. 'Currently under maintenance'. Is there anyone working there? I have a registration issue.
Thank you.
--
Sibelius 8, Mac, Kontakt 5, EWQLSO

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Re: CONTACT SIBELIUS SUPPORT
Posted by Sam at Sibelius - 12 Oct 08:41AM
Hi Brett,

Sorry to hear this. I'll check with the team that manages the telephony to see if there's an outage. I'll also ask the support team to get in touch with you directly.

Sam

--
Sam Butler | Product Manager | Sibelius
sam.butler@avid.com | @avid_sam | @AvidSibelius

Contact the Sibelius support team:
www.sibelius.com/documents/contact_form.html

KB and other resources:
www.sibelius.com/support

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Re: CONTACT SIBELIUS SUPPORT
Posted by brett.r - 13 Oct 02:26AM
Thanks Sam. Miguel has been in touch and has sorted out my licensing issues. My app manager has never worked and he is looking into that also.

Brett

--
Sibelius 8, Mac, Kontakt 5, EWQLSO

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Re: CONTACT SIBELIUS SUPPORT
Posted by daveje - 11 Feb 04:53PM
I am trying to renew my Sibelius support plan. According to information given elsewhere on the forum, I can renew for 1 year. However, when I log in to renew, I am only given an option to renew for 3 years. Who do I contact to sort this mess out?????

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Re: CONTACT SIBELIUS SUPPORT
Posted by Gabor Juhasz - 31 Aug 02:38PM
Hi,

About ten/twelve years ago I purchased a sibelius4 education version and after that a got a gratis update to sibelius5. It worked perfectly. Now I bought by ebay a sibelius 6 upgrade CD, but it seems it isn't compatible with my educational one. What could I do in this case? Thanks!

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Re: CONTACT SIBELIUS SUPPORT
Posted by Robin Walker - 31 Aug 02:56PM
> Now I bought by ebay a sibelius 6 upgrade CD

You cannot install and run things that you buy from a third party, because you have not also purchased a licence for running that version. The licence remains tied to the original purchaser, and cannot be transferred to you without intervention from Avid support, who will want to be quite sure that the original user is not continuing to use any version of Sibelius which they might have licensed by upgrade from that Sibelius 6 installation: doing that, and then selling old installation media, is an obvious form of fraud.

--
Sibelius 2018.7/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: CONTACT SIBELIUS SUPPORT
Posted by Julie Fox - 16 Oct 10:39AM (edited 16 Oct 10:51AM)
Terrible lack of support experience.

First of all my Sibelius licence engine failed to start this morning. So I cannot launch it.Then I phoned for support from France. I waited 30 mnutes listening to "our engineers are all busy, but please hold on and they will be with you soon" . I do not count waiting 30 minutes soon at all.
So I try other methods ... I phone another UK Avid number listed on the website +44 (0)20 7561 7997 and as soon as I ring it, it hangs up, EVERY SINGLE TIME even trying it at different times.
I then try the French support number as I'm temporarily in france and it says its not attributed. I phone another Sib French support number and its says something about ASC and go back to your reseller, but I bought Sibelius years ago and direct from Sibelius so that's useless irrelevant information and I'm just as stuck as before.

The I try the website AGAIN..... I've been round and round and around the website I don't know how many times. One link took me to a page which had Sibelius as one of the products the page was associated with and supposed to support, but all the pull down menus asked if it was support of a Video or Audio product which Sibelius is none of. and then it listed products nothing to do with Sibelius.... why is the website so useless at giving Sibelius users links to help they need?


Finally I requested my login as I'd forgotten it and Avid sent me a reminder and not the bottom of that sign in is an UK support number and I phoned that ...(+44 (0)20 7561 7997) and that is not attributed either...
So quite frankly since Avid took Sibelius on its been ABSYSMAL experience trying getting support.... AWFUL . If you manage to get to contact an agent it's not too bad, but virtually impossible to get anywhere near one without so much heartache and hassle. This time I've been totally unsuccessful despite spending most of the morning trying. Why should it be so hard - impossible? Today I've spent two hours and my Sibelius is as broken down as when I started. I just want to simply be able to launch Sibelius and have some help. Where do you get help for this? It was working fine until this morning. Now there's no support and no help anywhere and I'm going spare.
So Sibelius AGENT . PLEASE PLEASE PLEASE PLEASE help me. I need Sib to launch as I use it every day.. I won't be able to play in my orchestra or band this week without it.

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Re: CONTACT SIBELIUS SUPPORT
Posted by Ingrid - 16 Oct 03:40PM
Hi Julie,

We've sent you an e-mail regarding your issue.

Best,
Ingrid
Avid Customer Support

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Re: CONTACT SIBELIUS SUPPORT
Posted by Laurence Payne - 16 Oct 04:17PM
Apart from one rather peculiar incident when a 'Customer ambassador' or some such title spent half-an-hour on the phone trying to find out why no-one liked Avid (and she rang me!) I have little experience of telephone support, because no-one I know has ever managed to get through.

But, as you've just discovered, there is someone watching this forum. You've found the way!

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Re: CONTACT SIBELIUS SUPPORT
Posted by Chris Crawley - 16 Oct 05:20PM
Ingrid has been consistently helpful on this forum.

--
Chris Crawley (composer and horn-player) using Dorico 1.2.10, Sibelius 7.1.3, NotePerformer 3.0.0, Windows 10 64-bit, Intel Core i7, 3.30GHz, 64GB RAM, DacMagic 100

cjcrawley@hotmail.com

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Re: CONTACT SIBELIUS SUPPORT
Posted by forough - 07 Nov 05:28AM
I can't activate Sibelius on my new MacBook Pro
I have perpetual Sibelius subscription
Thanks for any help

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Re: CONTACT SIBELIUS SUPPORT
Posted by Zivkovic - 07 Nov 08:17AM (edited 07 Nov 08:19AM)
I contacted yesterday your support about an urgent issue but you never replied to me, neither informed you are working on the problem. Please respond. Thank you.
http://www.sibelius.com/cgi-bin/helpcenter/chat/chat.pl?com=thread&start=730412&groupid=3&

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Re: CONTACT SIBELIUS SUPPORT
Posted by Ingrid - 07 Nov 03:08PM
Hi,

Could we please have the case number? Or send me your system ID at ingrid.guce@avid.com. Thanks.



Best,
Ingrid
Avid Customer Support

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Re: CONTACT SIBELIUS SUPPORT
Posted by Zivkovic - 08 Nov 09:00AM (edited 08 Nov 09:01AM)
I have done it (sent an email to you).

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Re: CONTACT SIBELIUS SUPPORT
Posted by Ingrid - 09 Nov 08:07PM
> I have done it (sent an email to you).

Hi @Zivkovic,

Sorry! Could you re-send it please. Thanks.


Best,
Ingrid

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Re: CONTACT SIBELIUS SUPPORT
Posted by Ingrid - 07 Nov 03:07PM
Hi forough,

Please send me your system ID at ingrid.guce@avid.com so that we can assist. Thanks.


Best,
Ingrid
Avid Customer Support

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Re: CONTACT SIBELIUS SUPPORT
Posted by SDSHS - 25 Nov 01:10AM
Where do I go to pay for Sibelius Support? I've changed Sibelius Server license hardware and need to de-activate and re-register. Thanks.

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Re: Contact Sibelius Support
Posted by Heather Figi - 28 Dec 05:08PM
This phone # in America does not work (#650-237-1706)
Thanks

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Re: Contact Sibelius Support
Posted by annedroid - 26 Mar 06:22PM
Hi,

I have Sibelius First (the paid version, bought from Amazon for Christmas 2014 for a one-off fee for life). I installed and registered it under my OLD email address (anne.frontier00@fsmail.net) just fine.

Trouble is, the laptop I installed it on (A Windows 7 made by Compaq) has since died. I know I can install it on another one, but I'd prefer you to deactivate it from the dead one first, because, if the other one I install it on dies too I'll be stuck! I don't have a support plan which is why I'm on this forum.

P.S. could you email me back on annedavies730@gmail.com (the email with which I registered on this forum)?

Thanks,

Anne

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Re: Contact Sibelius Support
Posted by Mike Lyons - 27 Mar 12:23PM
Hi Guys,

I made the mistake of renaming my laptop to make it easier to find on my home network and now neither Sib 7.5 nor Sib Ult 2019.1 are working. The information on the website leads to instructions for Sib 8. I have deleted the licence folder, but it has not fixed the issue.

I have put in a case, but I am in the middle of a project and really need to be up and running like an hour ago. Is there any chance someone could reset my seat count for both versions of Sibelius?

Mucho gusto in advance!

--
Win 10 Pro x64, Sib Ultimate (build 1918) 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by Laurence Payne - 27 Mar 01:27PM
Have you tried naming it back?

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Re: Contact Sibelius Support
Posted by Gala - 31 Mar 08:44PM
hi. I am having some problems with my Sibelius. It is not working correctly. (the panel doesn't display sometimes and some problems with pages I didn't have before) I have reinstalled it, bu that didn't help. I also have a question regarding Sibelius First Sound. Is it normal that it is not working with Sibelius? Then why do I have it in the subscription I am paying?

thank you in advance
Gala

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Re: Contact Sibelius Support
Posted by Ingrid - 01 Apr 03:22PM
Hi @Gala,

Please email me your system ID so that we can create a case for you. Thank you.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Elisa Ottati - 10 Apr 04:38PM
Hi, I can't open my Sibelius Ultimate Educational Edition (Subscription), every time I open, It shows me this crash report:


Process: Sibelius [4392]
Path: /Applications/Sibelius.app/Contents/MacOS/Sibelius
Identifier: com.avid.sibelius
Version: 19.4.0.1380 (19.4.0)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Sibelius [4392]
User ID: 501

Date/Time: 2019-04-10 13:31:51.872 -0300
OS Version: Mac OS X 10.12.6 (16G1314)
Report Version: 12
Anonymous UUID: 1B058F7F-2347-09F2-C843-CFF55A8C6360


Time Awake Since Boot: 4300 seconds

System Integrity Protection: enabled

Crashed Thread: 1

Exception Type: EXC_CRASH (Code Signature Invalid)
Exception Codes: 0x0000000000000001, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY

Termination Reason: Namespace CODESIGNING, Code 0x2

kernel messages:

VM Regions Near 0x700009d32000 (cr2):
STACK GUARD 0000700009cb0000-0000700009cb1000 [ 4K] ---/rwx SM=NUL stack guard for thread 16
--> Stack 0000700009cb1000-0000700009d33000 [ 520K] rw-/rwx SM=COW thread 16
STACK GUARD 0000700009d33000-0000700009d34000 [ 4K] ---/rwx SM=NUL stack guard for thread 8

Attachment Screen Shot 2019-04-10 at 13.37.31.png (21K)

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Re: Contact Sibelius Support
Posted by Robin Walker - 10 Apr 05:01PM
> Exception Type: EXC_CRASH (Code Signature Invalid)

"Code Signature Invalid" suggests that the Sibelius installation on disk is damaged.

I suggest that you trash Sibelius.app from the Applications folder, and re-install by re-running the Installer.

--
Sibelius 2019.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by corawl - 18 May 02:52PM
Can anyone tell me exactly why I would need the licensing engine for a single copy of Sibelius 7.5? I've had my copy ever since it first came out, don't share with anyone, and it worked perfectly well.
Now this morning I power up my computer, and Sibelius won't start!
I've attached a jpg of the message I get, but surprise, surprise, the path to the file specified for me to delete actually doesn't exist!

I'm on a PC running Windows 10.
Ideas anyone please.
Attachment Sibelius won't start.jpg (32K)

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Re: Contact Sibelius Support
Posted by Laurence Payne - 18 May 03:37PM
Sibelius 7.5 predates the current licensing system, but there WAS a licensing system!

The path probably does exist, but is Hidden. See attached screenshot for how to reveal it.

Sibelius seems to have detected that it's on a different computer to the registered one. This can typically happen after installing a new Network Adapter. Possibly a 'dongle' type wi-fi receiver or the like?

Anyway, reveal the hidden folder and do as instructed. With any luck the problem will be solved. If not, come back and more help will be forthcoming.
Attachment Annotation 2019-05-18 163306.png (84K)

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Re: Contact Sibelius Support
Posted by Robin Walker - 18 May 03:41PM
> the path to the file specified for me to delete actually doesn't exist!

The path specified DOES exist, but, by default, it is hidden by Microsoft from the Windows user interface.

To get to C:\ProgramData\ hold down the Windows key while typing 'r' to open the Run box. In the Run box, type precisely:

%programdata%

and click OK.

--
Sibelius 2019.4/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by corawl - 18 May 05:00PM
Thank you both very much indeed - and for your quick responses. Now it won't activate for me - online or manually!

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Re: Contact Sibelius Support
Posted by corawl - 18 May 06:11PM
Now I'm just going round in circles here. Still can't open the program.

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Re: Contact Sibelius Support
Posted by Robin Walker - 18 May 06:25PM
> Now I'm just going round in circles here. Still can't open the program.

Please provide more details of what difficulties you are encountering, and the exact text of any error messages.

Please provide a screen-shot of "Avid License Control" on its "Activation" tab.

--
Sibelius 2019.4/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by corawl - 18 May 06:46PM
IO found the relevant license folder and did what the intruction said. Then I attempted to open Sibelius (7.5). It came up with a screen that my 30-day trial was over and I couldn't save without activating. (amazing, since it's worked for years!!) I couldn't get anywhere at all from that page, so I tried to activate it. Here's the screen I keep getting. (Copied the relevant numbers from Avid's "Product " page.
Attachment Invalid Avtication.jpg (62K)

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Re: Contact Sibelius Support
Posted by Robin Walker - 18 May 06:51PM
> Copied the relevant numbers from Avid's "Product " page.

The message suggests that you are trying to activate Sibelius 7.5 License Server. But the product you are trying to use is Sibelius 7.5. These are not the same thing.

Did you have a unique personal Activation ID for Sibelius 7.5, or were you using a school/college license?

--
Sibelius 2019.4/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by corawl - 21 May 02:23PM
I'm aware these are not the same thing, yes. I have never used my copy of Sibelius on any school server - why would i? - I'm not a teacher! I have a unique personal activation ID.
Frankly, I'm loosing patience with this nonsense!

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Re: Contact Sibelius Support
Posted by corawl - 18 May 06:57PM
I ust ran CCleaner on my system, and now I get a different message, Screenshot attached.
Attachment Invalid activation 2.jpg (65K)

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Re: Contact Sibelius Support
Posted by Robin Walker - 18 May 07:03PM
> I ust ran CCleaner on my system, and now I get a different message, Screenshot attached.

We cannot help you with seat count problems here.
Open a case with Avid Registration Support at:
http://avid.force.com/Support/RegistrationCaseCreation
It is free of charge. Take the "Audio" route through the drop-down menus.

--
Sibelius 2019.4/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by MAGALIF - 20 May 01:57AM
Please help. I can't open the score now. This score was sent to me a few months ago, and I was able to open it easily without any problem. Today Sibelius tells me I can't open this score. I have Sibelius 7.1.3. version. And I don't see any new updates. Please tell me what to do?
Eugene

"This score was created with newest version of Sibelius 7. You need to update Sibelius 7 to open it (a free update maybe available from sibelius.com)"

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Re: Contact Sibelius Support
Posted by Mike Lyons - 20 May 05:26AM
The message is lying. The score was probably saved in Sib 8 or higher.
If your client has sent you the wrong version, ask them to send the file again, exported as Sib 7 format.

--
Win 10 Pro x64, Sib Ultimate (build 1918) 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by Chris Crawley - 20 May 10:14AM
"The message is lying. The score was probably saved in Sib 8 or higher."

The OP does say that in the past he was able to open the score and now he can't.

Sorry - I don't have any idea why this is happening.

--
Chris Crawley (composer and horn-player) using Dorico 2.2.10.1256, Sibelius 7.1.3, NotePerformer 3.2, Windows 10 64-bit, Intel Core i7, 3.30GHz, 64GB RAM, DacMagic 100

cjcrawley@hotmail.com

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Re: Contact Sibelius Support
Posted by corawl - 20 May 09:52PM
Just for information, I did what you suggested, and contacted Sibelius support early this morning. So far there has been no response at all from them. I work for a publisher, and can't actually get any work done with this going on. Hopefully there will be something by morning. I most definitely have not shared my Sibelius with anyon, and am not a teacher, so i can't imagine how the system is trying to tell me i have an invalid seat count.

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Re: Contact Sibelius Support
Posted by Mike Lyons - 21 May 06:43AM
Sorry, I was replying to MAGALIF who seems to have butted into this conversation.


--
Win 10 Pro x64, Sib Ultimate (build 1918) 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by corawl - 21 May 02:11PM
No problem, Mike. It doesn't look as though support is going to respond to me anyway.:(

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Re: Contact Sibelius Support
Posted by Ingrid - 21 May 02:37PM
hi @corawl,
Please forward the case number to me so that i can follow up. My email is listed below. thanks

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by corawl - 21 May 03:51PM
My sincere thanks to Ingrid, who solved my problem in less than % minutes! Thanks to everyone else who also tried to help!

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Re: Contact Sibelius Support
Posted by Anders Annerholm - 21 May 03:59PM
Bugs in 2019.4 / 2019.5: After updating to first 2019.4 and then now 2019.5 I encounter the same problem - I cannot type any full stops when setting values in Engraving rules! So a value like 1.13 is impossible to write. Is this a known bug? According to Robin Walker this could be related to post 2018.11 updates, for non-english users (I'm Swedish). Has it something to do with the new Qt platform? Anyhow it's a quite urgent matter for me as a full time professional engraver.

Evenso, there are more minor but annoying things that are very strange: a) for ex marking two or more dynamics and dragging their position makes all other dynamics in the score collapse in position. Clicking just Ctrl resets them again... b) Marking a larger bit of text in the end of a text box (like plain text) makes all the unmarked text text dissapear up above/inside the frame. Still there, but you can't see it when marking/editing c) Being picky, but the keys in the Key window are now typed in plain strange looking Times New Roman. It's no issue really, but a sign that font/type-wise strange things are happening.

On PC, Win 8.1 pro. Not sure if this has to to with above mentioned bugs.

Best wishes,
Anders Annerholm
www.notografiska.se

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Re: Contact Sibelius Support
Posted by Jim Williams - 22 May 01:09AM
jwilliams@franklincollege.edu

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Re: Contact Sibelius Support
Posted by Ingrid - 22 May 02:59PM
Hi Anders,

Please send me your system ID and My Avid email through the email below so that I can forward this to tech. Thanks.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Anders Annerholm - 22 May 07:55PM
Thanks Ingrid, already created a case (should probably have done that in the first place) and got response.
Best wishes,
Anders

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Re: Contact Sibelius Support
Posted by Ian Inglis - 22 May 11:19PM


--
Ian
Mac OS 10.14.3
3.5GHz Quad Core i5 iMac
32Gb RAM
Sib 2018.4, 7.5.1

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Re: Contact Sibelius Support
Posted by Henry Robinett - 13 Jun 06:01PM
I purchased the latest Sibelius as an upgrade from 6.2. Yay! Finally. I purchased this yesterday. I got an acceptance email wit instructions on downloading. I MIGHT have made a mistake on the card expiration date. I didn't see the option to backspace to see if I did or to correct. But Avid said it went through. But the download has been on hold since yesterday with NO INSTRUCTIONS. Terrible support. I have requested chat five times and have sent several emails. No repsonse. I'd like to download and get to work. Like now. Geez. Very frustrating. This is one of the reasons I've been so ambvalent about continuing with Sibelius.

--
All the best,

MacPro Quad 2.8/MacPro 2.66 10.10.5/Sibelius 6.2, Kontakt2, DP 7, PT9, Reason, Ableton Live, Metric Halo ULN-8 (4x), ULN-2

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Re: Contact Sibelius Support
Posted by Philip Woodroffe - 17 Jul 12:49AM
license seat reset please,

your stupid license server has encountered problems on my Sibelius and I have manually removed the license and tried to reactivate and now it says seat count exceeded. leaving me not able to use Sibelius at all really annoyed

--
Macbook pro i7 non retina 2.9ghz 16gb ram 10.14 mojave and windows 10. 1TB SSD boot drive, 2tb storage drive. noteperformer Sibelius 2019.4

Windows pc, i7 8th Gen 6 core, 16gb ram, m.2 NVME boot drive, 2TB spin drive 5200 rpm, and m.2 NVME drive 1TB storage drives.

East West symphonic choirs and east west symphonic orchestra with johnathan loving sound sets photoscore 7.2. note performer

Musescore, Noteworthy composer, melody assistant and virtual singer.

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Re: Contact Sibelius Support
Posted by Ingrid - 17 Jul 01:15PM
> license seat reset please,
>
> your stupid license server has encountered problems on my Sibelius and I have manually removed the license and tried to reactivate and now it says seat count exceeded. leaving me not able to use Sibelius at all really annoyed
>




Please send your license codes through my email below so that i can reset


--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Robert Murdoch - 02 Aug 02:29AM
Hi, yesterday I purchased a Sibelius monthly subscription and Avid said they'd email me when they received payment. Because I live in England and Avid is in America it took nearly four hours for the payment to travel across the Atlantic.

In the meantime I became so stressed that I did something really foolish: I purchased a second subscription hoping it would work, as I was convinced something had gone wrong.

Now that the payment for the first subscription has been successfully received and Sibelius is now activated on my computer, I would like to request a refund for the second subscription, if that were possible.

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Re: Contact Sibelius Support
Posted by Ingrid - 02 Aug 04:56PM
> Hi, yesterday I purchased a Sibelius monthly subscription and Avid said they'd email me when they received payment. Because I live in England and Avid is in America it took nearly four hours for the payment to travel across the Atlantic.
>
> In the meantime I became so stressed that I did something really foolish: I purchased a second subscription hoping it would work, as I was convinced something had gone wrong.
>
> Now that the payment for the first subscription has been successfully received and Sibelius is now activated on my computer, I would like to request a refund for the second subscription, if that were possible.

Hi there,

Please email me the system ID/subscription you'd like to canceled so that I can create a Webstore case request for you. Thanks.


--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Robert Murdoch - 02 Aug 05:19PM
> Hi there,
>
> Please email me the system ID/subscription you'd like to canceled so that I can create a Webstore case request for you. Thanks.
>
>
> --
> Ingrid
> Avid Customer Support
> ingrid.guce@avid.com

Hi there,

I have sent the email containing the System ID that I want cancelled. Now I just hope my email client is working properly and that the email gets through to you.

Wish you well.

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Re: Contact Sibelius Support
Posted by Robert Murdoch - 06 Aug 07:03AM
I think I've received my refund. Thank you so much.

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Re: Contact Sibelius Support
Posted by Ingrid - 06 Aug 02:34PM
> I think I've received my refund. Thank you so much.

Hi Robert,

Thanks for the update.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by mgalli - 29 Sep 06:48PM
Can you also show this path for a Mac?

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Re: Contact Sibelius Support
Posted by Robin Walker - 29 Sep 06:53PM
> Can you also show this path for a Mac?

We cannot tell what you are asking about, without further details.

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by MOON D. KIM - 11 Sep 02:10AM
I am a novice using the Ultimate.
It is difficult for me to find the answer my question from the Sibelius references(PDF pages).
I was looking for "edit and create multiple rest bars"
but I could not find it.
Please someone help me to do this and
finally, I hope I could find the tips myself.



> Hi everyone,
>
> We're not lacking in experts here within the Sibelius community.
>
> We also have Sam and Joe.
>
> Nonetheless, we’re also just an email or phone call away if you need help from the Sibelius tech support team.
>
> A. Email: http://avid.force.com/Support/RegistrationCaseCreation
>
> B. Phone: http://www.avid.com/US/Support/Contact/audio-support
>
> Americas
> Hours of Operation:
> Monday-Friday 8am-5pm PST
> +1 650-237-1706
>
> Europe
> Hours of Operation:
> Monday-Friday UK: 9am-5pm GMT/BST
> United Kingdom: +44 1753 658585
> If Country is not listed, dial: +44 1753 658585
>
> Asia
> Hours of Operation:
> Monday-Friday Japan: 10am-6pm JST
> Monday-Tuesday, Thursday-Friday Australia: 9:30am-5:30pm AET
> Japan: 0120-950-028
> Australia: +61 0 2 9420 3066
>
>
> Try it out, especially those who'd prefer or benefit from a remote session. One can also mention in the email or during the call relevant forum thread links if initial troubleshooting has already been done here.
>
>
> Best Regards,
>
> Vee
> Sibelius Customer Care | Sibelius Community
> Who Can We Help Today?
> Avid Audio Customer Service Administration

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Re: Contact Sibelius Support
Posted by Robin Walker - 11 Sep 08:43AM
> I was looking for "edit and create multiple rest bars" but I could not find it.

See the Sibelius Reference section 7.8 "Multirests"

--
Sibelius 2019.7/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2018.7, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by fralund - 21 Oct 10:37AM
I need to reactivete my licence on a new computer after my old computer crashed. I registered a case on your support page more than one week ago, but I get no answer. How long do I need to wait? I really need this software to be working. The case number is 03802458.

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Re: Contact Sibelius Support
Posted by Ingrid - 22 Oct 02:16PM
> I need to reactivete my licence on a new computer after my old computer crashed. I registered a case on your support page more than one week ago, but I get no answer. How long do I need to wait? I really need this software to be working. The case number is 03802458.

Hi,

I've deactivated the license from my end. Please try reactivating now.


--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Calx - 18 Dec 09:42AM
Hello,

No one answers the support telephone line.

I had a question. I recently upgraded my OSX to 10.15 and sadly discovered that the version of Sibelius 6.x that I was previously running doesn't work at all. (!)

(Most music tech companies I followed issued appropriate heads-up to wait for the right timing for the transition).

That being said, at this time the paid-subscription service was the only alternative option that was offered to me on a previous ticket message. (By the way, your "reply to" feature always fails delivery!)

As I do not currently intend to opt for a subscription-based service, I was wondering what other options I have to gain access to my previous operational version of Sibelius? Must I revert to a previous OS version? Or do I have other options?

Grateful for your kind support.

Best regards,
Christian

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Re: Contact Sibelius Support
Posted by Laurence Payne - 18 Dec 11:27AM (edited 18 Dec 11:45AM)
Basically, if you want to be up-to-date with OSX, you'll need to be up-to-date with Sibelius too.

You can update your Sibelius 6. A single payment will get you the latest version plus one year's support, including any further updates released during that year. You will then be in the same position as you are with your Sibelius 6 - you get to keep using it perpetually (if operating system changes don't sabotage it) but you'll get no MORE updates unless you pay.

Note that this is different to the rental plans that are also on offer. If you don't keep them up, you lose your use of Sibelius altogether. Not a good option for people like you who already own a version of Sibelius.

Or, you could stay content with an old Sibelius and an old OSX.

Or you could buy a PC. Sibelius 6 runs fine on Windows 10.

As I'm sure you're aware, the LOOK (though not the basic functionality) of Sibelius changed quite a lot between Sibelius 6 and 7. Some people find this a deal-breaker. But if they use Mac, and want the latest OSX, I'm afraid they have little choice.

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Re: Contact Sibelius Support
Posted by Philip Sparke - 27 Jan 10:10AM
help!!!!

I urgently need to register Sib 6 and 7.5 on a new computer due to a crash. Please tell me what to do as phone registration and online registration is not working.

I use Sib professionally every day so really need this sorted as an urgency. Please help!

Philip Sparke

--
Philip Sparke - Anglo Music Press
Sib 7.5 Windows 7, 3.04GHz i7-2600K 16GB RAM 256GB SSD
www.philipsparke.com

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Re: Contact Sibelius Support
Posted by Fleminghouse - 27 Jan 10:37AM
I opened a support case two days ago (at the weekend so I realise it might not be seen yet).

I have s Software & Updates plan until Oct 2022.
My Sibelius Ultimate updated to 2020.1 and then wouldn't start and I got a message saying I needed to activate. I can't activate through Avid Link because of similar problems to previous issues described on this forum.

I telephone support: there is a message saying there is no telephone support (because of the terrible events in Manila), and that online cases might have slow responses.

So what do I do? My projects are pretty much at a standstill.

Why has a company as large as Avid not got an emergency procedure to deal with unforeseen events?
I can understand a small business falling over when it's a local plumber and the phone service goes down, but a global brand that has little or no support worldwide because of problems in one country seems odd.

I'm not a big fan of subscription software and this is one of the reasons why.
I have a perpetual license for Sibelius Ultimate, yet I can't run it because of the licensing process.

Anybody got any ideas?




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Re: Contact Sibelius Support
Posted by Fleminghouse - 27 Jan 12:44PM
Further to my post above:

I tried to solve the issue myself.
Somebody on the other Sibelius Forum suggested reinstalling Avid Link.
That seemed to make sense, so I used the Avid Link uninstaller and downloaded a new install file from my Product page in my Avid Master Account.

It won't install because the Avid Link installer file needs updating to work with MacOS (see pic). Even though the version number is 2020.1; that's the version that Avid Link updated it to on my machine this weekend.

So now I have no Sibelius Ultimate even though I have a three year active Update & Support package and a perpetual license.

There is no support available from Avid.

I can't reinstall Avid Link because the supplied file doesn't work.

All my current projects are locked into the Sibelius Ultimate file version; I have to attend a quartet rehearsal on Friday with performers expecting updated parts. Not sure yet what I'll say to them; it'll be pure embarrassment.

The positive:

My 2015 Sibelius ver 7.5 works (again a perpetual license), so I can work on new projects.
I also have the latest version of Final.



Attachment Screenshot 2020-01-27 at 12.38.21.png (94K)

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Re: Contact Sibelius Support
Posted by Fleminghouse - 27 Jan 01:24PM
ALL SOLVED!!

I rang the support line and instead of choosing the 'activation/licensing' option I chose technical support. A very efficient lady took over control of my Mac, deleted folders and files than re-activated my Sibelius Ultimate in Avid Link.

On the Mac you stop the Avid Link processes in Activity Monitor then delete a few folders inside ~/library.

It took about five minutes at most and was very simple, would it be a good idea for someone at Avid to post the solution on this forum?

Very fast and efficient support once I got to the correct channel.

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Re: Contact Sibelius Support
Posted by Laurence Payne - 27 Jan 07:53PM
Might it have been the instructions linked to here?

http://www.laurencepayne.co.uk/sibelius.html#l

--
FAQ www.laurencepayne.co.uk/sibelius.html
If you want help with a score, attach the sib file!
Also, AutoSave doesn't do what you think. Press Ctrl-S often.

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Re: Contact Sibelius Support
Posted by Fleminghouse - 27 Jan 11:55PM
Yes Laurence I think it was similar to those instructions,
I think she deleted another folder too, but I had two versions of Sibelius installed so it might have been to do with that.

If I’d only seen your website I could have saved time and a lot of stress!

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Re: Contact Sibelius Support
Posted by Mike Lyons - 14 Feb 09:16AM
Why am I getting "Denied access" when I try to post?

--
Win 10 Pro x64, Sib Ultimate 2019.12(build 2071) 2.6GHz Intel Core i7 9750H, 32GB,10TB (SSD + 7200rpm HDD), Scarlett 2i4, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by Robin Walker - 14 Feb 11:00AM
> Why am I getting "Denied access" when I try to post?

This is triggered by something in the content that you are trying to post. Re-arrange your post, or split it into two.

--
Sibelius 2020.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by CathH - 11 Mar 10:34AM
Hi. I really need help.
I have spent nearly three hours over the last few days trying to get help on the phone to no avail. I had a case opened but after three days the woman has not emailed back and I am getting so fed up that I am thinking of ditching sibelius altogether if nothing happens today.

I have had a year of a monthly subscription to Sibelius and it is running out in ten days.
Last Friday my husband did a crossgrade from his Sibelius 1.4 to Ultimate. It is in my products and we have already purchased the first month. I have downloaded it now three times and simply nothing shows up anywhere. There is an activation code so I put this in and it said it was the wrong code. I was asked to put the 'hostname' of our computer in, on the my products page to show which pc i wanted to run the ultimate on and this was accepted but nothing has happened again. What is going on? My husband registered the crossgrade from his old disk with the serial number to my name and my avid account. I was asked at one point to put the old serial number in and we did that.
PLEASE PLEASE help me! I rang the number this morning, I got talking to someone but when she said she would check my account the phone went dead. I rang again, was on hold for nearly 25 minutes then it went to voicemail. I am so close to giving up on sibelius. Thanks. The ladies name who I had a case with from last friday is Alexsandra. Why hasn't she emailed me back???

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Re: Contact Sibelius Support
Posted by Robin Walker - 11 Mar 10:51AM
> I have downloaded it now three times and simply nothing shows up anywhere.

Downloading is one thing, but did you install the downloaded file? (not that you need to, since Sibelius is already installed).

Is this on Windows or on macOS?

On your computer, you need to open the application called "Avid Link", then:
- in the "Profiles" tab of "Avid Link", sign in with your Avid credentials (same as you use for "My Avid" on the web);
- switch to the "Products" tab of "Avid Link";
- de-activate your old licence for Sibelius Ultimate (the one that is about to expire);
- activate the new licence for the Sibelius Ultimate purchased as an upgrade from Sibelius 1.4. This will probably have a different SystemID and ActivationID to the ones in your previous licence.

When you have finished the above in "Avid Link", you can try launching Sibelius Ultimate.

--
Sibelius 2020.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by CathH - 11 Mar 01:07PM
robin...thank you so much!!! It is now working.
I never saw anywhere where it said you had to deactivate the first one I had to activate the new crossgrade. It seems as though you need to put that info onto the help pages of the Avid website because I can imagine that other people may have that problem if they take out a new yearly subscription of an upgraded product.
Now I just need to get the new sounds. Hopefully that will go without a hitch.
Thank you again for replying today. I was about to get Dorico!
cath

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Re: Contact Sibelius Support
Posted by SanderPors - 07 Sep 12:32PM
Hi,

There seems to be an issue reaching support today.

When following the link to http://avid.force.com/Support/RegistrationCaseCreation
There is no option to select Sibelius as it is neither listed as an Audio or video product.

When calling the UK number, when following the menu and getting to the point of being forwarded to a person, I'm being hung up.

WebChat does also seem to be non operational.

What would you advise me to do?

Kind regards.

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Re: Contact Sibelius Support
Posted by Robin Walker - 07 Sep 01:03PM
> When following the link to http://avid.force.com/Support/RegistrationCaseCreation
> There is no option to select Sibelius as it is neither listed as an Audio or video product.

In "Product Type", select "Audio";
In "Product Level 1", select "Artist Suite: Notation & Scoring".

--
Sibelius 2020.6/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by christine lee - 09 Oct 01:14PM (edited 09 Oct 01:16PM)
I use Sibelius ultimate version at Windows 10. I got trouble putting Korean lyrics on a score. Some of words like '저','혀' are automatically recognized as music text and it is impossible to alter from music text to letter text. I already tried to make change at Edit Text Styles but it doesn't work. Also, I found out that it only happens in Window system.

Thank you,
Christine

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Re: Contact Sibelius Support
Posted by Robin Walker - 09 Oct 03:22PM
> I use Sibelius ultimate version at Windows 10. I got trouble putting Korean lyrics on a score.

This was fixed in Sibelius version 2020.9. Please update your copy of Sibelius.

--
Sibelius 2020.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by Keith John Hutchison - Ceiteach Seán Mac Úistin - 14 Oct 04:27AM

The phone number for Australia doesn't work.

The sequence is like this

1. Dial the number.
repeat until you hang up:
2. "Thank you for calling Avid customer support.
Press 1 for Pro tools support.
Press 2 for Sibelius support.
"
3. Press 2
end repeat

Can you please advise when this is resolved!

--
Keith John Hutchison
Ceiteach Seán Mac Úistin
Bringing Data to Life Pty. Ltd. (BD2L)
https://bringing-data-to-life.com.au/

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Re: Contact Sibelius Support
Posted by Ingrid - 14 Oct 11:53AM
>
> The phone number for Australia doesn't work.
>
> The sequence is like this
>
> 1. Dial the number.
> repeat until you hang up:
> 2. "Thank you for calling Avid customer support.
> Press 1 for Pro tools support.
> Press 2 for Sibelius support.
> "
> 3. Press 2
> end repeat
>
> Can you please advise when this is resolved!
>
> --
> Keith John Hutchison
> Ceiteach Seán Mac Úistin
> Bringing Data to Life Pty. Ltd. (BD2L)
> https://bringing-data-to-life.com.au/



Hi,

Apologies for this all phone lines are still closed at the moment. Please email me your license details and nature of the issue so that I can have someone from the team assist you as soon as possible.


--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Keith John Hutchison - Ceiteach Seán Mac Úistin - 15 Oct 07:22AM
G'day Ingrid.

I've sent off an email thanks!

I suggest changing the message on the answering machine for Australia!

--
Keith John Hutchison
Ceiteach Seán Mac Úistin
Bringing Data to Life Pty. Ltd. (BD2L)
https://bringing-data-to-life.com.au/

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Re: Contact Sibelius Support
Posted by Vladimir Vaculik - 12 Nov 06:31PM
Hi, is the any help or assistance with Sibelius? Trying to activate my Sibelius on a new computer and its impossible to get a hold of anyone! Vary frustrating!

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Re: Contact Sibelius Support
Posted by Robin Walker - 12 Nov 06:45PM
> Trying to activate my Sibelius on a new computer and its impossible to get a hold of anyone!

See http://www.sibelius.com/cgi-bin/helpcenter/chat/chat.pl?com=thread&start=748987&groupid=3

--
Sibelius 2020.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by epic_piano - 25 Jan 02:05AM
Greetings - I'll keep it short and sweet. I own Sibelius 7.0 and upgraded to 7.13. I tried to install the Sibelius sounds from the CD but it is now no longer working as the DVD's are corrupted.

I downloaded AvidLink in the hopes of being able to download the Sibelius sounds through that, BUT it won't show up that I own Sibelius. I tried to redeem it by typing in every serial number, activation ID and other number I could find (SCME xxxx, SCBA xxxx, EDUVER xxxx) and I am logged into the same e-mail address in AvidLink that I bought Sibelius with.

NONE of them work. How do I add Sibelius to AvidLink?

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Re: Contact Sibelius Support
Posted by Robin Walker - 25 Jan 08:31AM
> How do I add Sibelius to AvidLink?

You can't do that. See the response to your identical post in your other thread.

--
Sibelius 2020.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by Andrés Fonseca - 25 Jan 05:13PM
Good morning, I bought Sibelius | Ultimate, Perpetual License (SKU: 9513-30119-00. Order Number: 8210327) and I can't register it. I don't know where to find the registration code.
Also, Avid link doesn't work and won't let me register.
Could you explain me what I should do.
Andres Fonseca

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Re: Contact Sibelius Support
Posted by Ingrid - 25 Jan 06:18PM
> Good morning, I bought Sibelius | Ultimate, Perpetual License (SKU: 9513-30119-00. Order Number: 8210327) and I can't register it. I don't know where to find the registration code.
> Also, Avid link doesn't work and won't let me register.
> Could you explain me what I should do.
> Andres Fonseca

Hello

Please email me your details so that we can assist further.
Thanks.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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Re: Contact Sibelius Support
Posted by Climba14er - 13 Feb 04:30PM
I have Sibelius 7 activated on only one computer, but my Avid license thinks I have it activated on two computers. That is because I did nit properly deactivate Sibelius on the old computer that I no longer have. I cannot see how to correct the issue on-line and am having no luck getting in contact with a Avid agent that can assist my in correcting this problem.

Any suggestions?

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Re: Contact Sibelius Support
Posted by Laurence Payne - 13 Feb 04:32PM
Ingrid's instructions in the message above yours apply to you too!

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Re: Contact Sibelius Support
Posted by DavidEdwardsPiano - 02 Mar 09:33PM
Your Americas phone number has been disconnected. I am unable to contact a human at all.

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Re: Contact Sibelius Support
Posted by Robin Walker - 02 Mar 10:58PM
> Your Americas phone number has been disconnected. I am unable to contact a human at all.

There is no telephone support in the standard support provision for Sibelius. Submit your support request through the online portal, via your My Avid account at http://my.avid.com then click the link for the support portal.

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by Mleblanc - 23 Mar 07:54PM
Hi. I am attempting to use Sibelius after an update on Mac OS to Big Sur. After following the directions on a thread, I entered my System ID to claim an Update on MyAvid. I'm receiving an error message that my "System ID is invalid." Please advise. Thank you!

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Re: Contact Sibelius Support
Posted by Mike Lyons - 23 Mar 10:02PM
It would be very useful to know which version and tier of Sibelius you have. Nothing before 2020.6 will run properly under Big Sur.

--
Win 10 Pro x64, Sib Ultimate 2020.12(build 3117) 2.6GHz Intel Core i7 9750H, 32GB,10TB (SSD + 7200rpm HDD), Scarlett 2i4, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by Mleblanc - 23 Mar 10:11PM
Thank you for your response. I have Sibelius 7 8.02.58.
I also have Sibelius loaded on my school computer which is running OS Catalina, with the same "System ID is inavalid" error message.

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Re: Contact Sibelius Support
Posted by Mike Lyons - 24 Mar 08:54AM
Even under Windows, the system registration for Sib 7.x will no longer work. You need to contact the support team for registration and open a case. Or you could try contacting ingrid.guce@avid.com directly. Ingrid is lovely and usually manages to get help for these issues.

--
Win 10 Pro x64, Sib Ultimate 2020.12(build 3117) 2.6GHz Intel Core i7 9750H, 32GB,10TB (SSD + 7200rpm HDD), Scarlett 2i4, Sib 6.2,7.5, NotePerformer and others.
Si me castigare vis, necesse est me intellexisse.
mike@mike-lyons.co.uk

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Re: Contact Sibelius Support
Posted by Richard Vitale - 13 Aug 04:37PM
I can't register Sib on new iMac even after unregistering on old one.
Ingrid says contact the webstore. I did and the chat line was a bot and no humans available.

The https://avid.secure.force.com/Chat/CC_Chat_OfflineChatPage
is just a spinning beachball despite a new iMac with the M1 chip (the only page doing so).

This is super frustrating...is there a human available for chat or call? This should be easier!!!
--
Richie Vitale-Sib Ultimate User
2.3 GHz Dual-Core Intel Core i5 / 8 GB RAM
richievitale@gmail.com
http://www.youtube.com/user/richievitale

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Re: Contact Sibelius Support
Posted by Richard Vitale - 13 Aug 04:38PM
For email notification....

--
Richie Vitale-Sib Ultimate User
2.3 GHz Dual-Core Intel Core i5 / 8 GB RAM
richievitale@gmail.com
http://www.youtube.com/user/richievitale

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Re: Contact Sibelius Support
Posted by Richard Vitale - 13 Aug 05:35PM
All solved thru remote session and trashing license. Thanks Ingrid and team!!!
--
Richie Vitale-Sib Ultimate User
2.3 GHz Dual-Core Intel Core i5 / 8 GB RAM
richievitale@gmail.com
http://www.youtube.com/user/richievitale

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Re: Contact Sibelius Support
Posted by George Theodorakis - 15 Aug 07:30PM (edited 15 Aug 07:45PM)
Hi,
As I was extracting the SibeliusSoundsInstaller.exe, these messages pop up by the WinRAR (Diagnostic):

! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Brass.Samples.2.tbz.
The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Brass.Samples.4.tbz.
The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Keyboard.Samples.1.t
bz. The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Pitched
Percussion.Samples.2.tbz. The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Strings.Samples.4.tbz.
The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: Checksum error in
C:\Users\tdr-7\AppData\Local\Temp\Rar$EXa7992.1649\InstallerData\Unpitched.Samples.2.
tbz. The file is corrupt
! C:\Users\tdr-7\Downloads\AVID\Sibelius_Sounds_Win.zip: The archive is corrupt


I didn't continue to the installation, however, checking the C disk properties, about 16Gbs are already taken.

Please,
1) What I have to do, from now on, to install the Sibelius Sounds?
2) What I have to do to delete the 16Gbs extracting data? (I can't find the folder... for sure its not the same folder with the zip file)

Thank You very much for your help,
George TdR

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Re: Contact Sibelius Support
Posted by Robin Walker - 15 Aug 08:45PM
> 1) What I have to do, from now on, to install the Sibelius Sounds?

Do not use WinRAR to expand the downloaded ZIP file.

The downloaded ZIP file should be un-zipped only one level (not recursively), to reveal an installer program.

Simply run that installer program, which handles the remaining unpacking. Do not perform the remaining unpacking with any de-archive utility: use only the installation program provided.

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by George Theodorakis - 16 Aug 11:14AM
> > 1) What I have to do, from now on, to install the Sibelius Sounds?
>
> Do not use WinRAR to expand the downloaded ZIP file.
>
> The downloaded ZIP file should be un-zipped only one level (not recursively), to reveal an installer program.
>
> Simply run that installer program, which handles the remaining unpacking. Do not perform the remaining unpacking with any de-archive utility: use only the installation program provided.


Thank You for the reply!
Ιf I understand you correctly this is the process I also followed. Like your reply.
First I read this https://avid.secure.force.com/pkb/articles/en_US/How_To/How-to-install-Sibelius-Sounds-Windows from the Avid Knowledge Base.
So, I double clicked the zip folder and the Installer folder.
The different is that into the Installer Folder there is no "Sibelius7SoundsInstaller" but the "SibeliusSoundsInstaller.exe".
I double-clicked on it and automatically started the extracting / exporting. During this process, WinRAR diagnostic began to display the messages, such:
"checksrum error in C:..... The file is corrupt", same message about the brass samples, the keyboard samples etc

However, at the end, the installation window pop up, but I chose not to start the installation cause those messages. Finally, despite the last message "The archive is corrupt", 16Gbs had been placed my hard drive... where is what, I can not find (Windows 10).

Before that, I tried to install the Sibelius Sounds directly by the Avid Link. But the file is very big and took hours, until, halfway it stopped. So I chose to download the file from my avid account and install it myself...

ps. Should I had first to installed the "Sibelius Sounds Updater 7.5.0 installer"?


I am incredibly thankful for your help.




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Re: Contact Sibelius Support
Posted by Robin Walker - 16 Aug 12:32PM (edited 16 Aug 12:32PM)
> First I read this https://avid.secure.force.com/pkb/articles/en_US/How_To/How-to-install-Sibelius-Sounds-Windows from the Avid Knowledge Base.

That's an absurd procedure to follow, and in my view should never have been posted.

> During this process, WinRAR diagnostic began to display the messages...

Do NOT use WinRAR. Do NOT allow WinRAR to undertake any de-compression activity.

Do NOT double-click the downloaded ZIP file.

Check the length of the downloaded ZIP file. It should be 24,935,899,794 bytes or within a few 100 bytes of that. If it is much shorter than that, then the download must have aborted prematurely. Delete the bad download, and download a fresh copy.

When you have a valid download ZIP file of the correct length, then do NOT double-click it. Instead, right-click on the icon of the downloaded ZIP file and select "Extract all...". Allow Windows (not WinRAR) to extract the ZIP file into a new folder. Open the folder of extracted contents and then run the "SibeliusSoundsInstaller.exe" inside.

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by George Theodorakis - 16 Aug 07:51PM
> > First I read this https://avid.secure.force.com/pkb/articles/en_US/How_To/How-to-install-Sibelius-Sounds-Windows from the Avid Knowledge Base.
>
> That's an absurd procedure to follow, and in my view should never have been posted.
>

I really appreciate your help. Unfortunately there is no light ahead...

I checked the length of the file and it was OK. However I deleted it and downloaded once again.

Now, with the right click to the zip file, the options are: "extract here", "extract files", "extract to sibelius sound...". The same problem: When the extraction goes to the Brass.Samples.2 (around 12% of the processing) the first "corrupted file" message popped up.

I chose the option to open with Windows Explorer, and, Extract All, but, at the same point, the message "error 0x80004005" popped up... I searched to the web about it and I did everything... Clean up the disk, search to windows update, clean up windows update files... Nothing.

Finally I installed WinZip app to do the job... At the same point (12%, Brass.Samples.2) the message "WinZip was able to extract only part of the file C:\Users...\Brass.Samples.2.tbz because it contains invalid or missing data" popped up.

I tried to install the Sibelius Sounds by my Avid Link... This time it was a fast downloading, but, when it finished, again a download error:

"Download Error: Sibelius Sounds download failed due to communication error. Please retry the operation or restart your machine. If this problem continues, contact support"...

I'm fighting with Sibelius Sounds over 10 hours today... that's it! I'm going to open a bottle of fine rose wine! :)

Cheers!

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Re: Contact Sibelius Support
Posted by Robin Walker - 16 Aug 08:07PM
> I'm fighting with Sibelius Sounds over 10 hours today...

I suspect a hardware problem with the PC, possibly a RAM problem. Please run a RAM test on the PC.

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Re: Contact Sibelius Support
Posted by George Theodorakis - 17 Aug 01:39PM (edited 17 Aug 02:55PM)
> > I'm fighting with Sibelius Sounds over 10 hours today...
>
> I suspect a hardware problem with the PC, possibly a RAM problem. Please run a RAM test on the PC.
>

Good News:

As I wrote yesterday, after the downloading process, directly from my AvidLink Account, an error message popped up:
"Download Error: Sibelius Sounds download failed due to communication error. Please retry the operation or restart your machine. If this problem continues, contact support".

But it wasn't like this... Today, I noticed that a new folder has been created into my local drive (C), the AvidDownloads folder, and, into this folder the "SibeliusSounds" zip file was waiting...
This time the extracting process was fine, without any other problem, and, after that, I installed the sounds. I also activated new vst playback devices like Kontakt, komplete Kontrol and it works.

The only problem is that when Sibelius opens, during the scanning for audio playback, vsts etc, there is a distortion... That noise is only during the opening.

Bad News:

You are right! There is a memory problem to my system... Only the half RAM works, meaning just 4Gbs... Maybe that is the reason for all that trouble.

Anyway, Thank You so much for your time!

Wish U the best, George TdR


ps. Can I delete the extracted folders: Installer Folder / Installer Data Folder / Sibelius Sounds Installer Shortcut? Specially the InstallerData Folder contains the compressed patches & samples (zip files), its needed to be there?

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Re: Contact Sibelius Support
Posted by Brooke - 16 Aug 02:09AM
I rang the Australia number but couldn't get through the automated system. I can't sign in so I can't contact you. Each time I try to sign in I receive a message saying my email address is not recognised. But this is the address you used to send me a reminder about my password. Please contact me on troubadourbrooke@hotmail.com

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Re: Contact Sibelius Support
Posted by Chris Crawley - 16 Aug 12:08PM

As I understand it, telephone support has been suspended.

I'm not sure who the "you" is that you're addressing, but if it's Robin Walker, do bear in mind he's not an Avid employee - he's just a very knowledgeable Sibelius user.

You may wish to contact Ingrid directly, who is an Avid employee and has been very helpful with registration/activation issues, at ingrid.guce@avid.com. She may be able to point you in the right direction.

--
Chris Crawley (composer and horn-player) using Dorico Pro 3.5.12, Sibelius 7.1.3, NotePerformer 3.5, Windows 10 64-bit, Intel Core i7, 3.30GHz, 64GB RAM, DacMagic 100

cjcrawley@hotmail.com

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Re: Contact Sibelius Support
Posted by Beuno - 22 Sep 04:42PM
I have just bought a Single Incident Support ASC. I've received an email acknowledgement but I cannot find the code. What should I be looking for? I've tried every number or possible code in my email and nothing is valid.

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Re: Contact Sibelius Support
Posted by George Theodorakis - 29 Sep 06:42PM
Hello again,

Sibelius Ultimate works only if you are connected to the network?
I tried to work yesterday while my computer was offline and Sibelius did not open.

Thanks!

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Re: Contact Sibelius Support
Posted by Robin Walker - 29 Sep 06:55PM
> Sibelius Ultimate works only if you are connected to the network?
> I tried to work yesterday while my computer was offline and Sibelius did not open.

Sibelius works fine when not connected to the internet. Please provide more details of what is meant by "did not open". What happened when you tried?

--
Sibelius 2021.2/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.

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Contact Sibelius Support - Venancio @ Avid, 31 Aug 03:17PM
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         Re: CONTACT SIBELIUS SUPPORT - Bob Zawalich, 31 Aug 04:38PM
             Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 31 Aug 05:05PM
                 Re: CONTACT SIBELIUS SUPPORT - Tony Wakefield, 29 Sep 10:44AM
                     Re: CONTACT SIBELIUS SUPPORT - Arnold Marinus Veeman, 03 Oct 02:39PM
                         Re: CONTACT SIBELIUS SUPPORT - Joe @ Sibelius, 03 Oct 02:49PM
                             Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 03 Oct 06:26PM
                                 Re: CONTACT SIBELIUS SUPPORT - Theorydoc, 06 Oct 06:53PM
                                     Re: CONTACT SIBELIUS SUPPORT - jonseagroatt, 22 Oct 11:53AM
                                         Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 23 Oct 12:34PM
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                                                 Re: CONTACT SIBELIUS SUPPORT - Venancio @ Avid, 25 Oct 12:36PM
                                                     Re: CONTACT SIBELIUS SUPPORT - Jostein, 09 Feb 07:04PM
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         Re: CONTACT SIBELIUS SUPPORT - Richard L. Coble, 17 Jun 03:02PM
             Re: CONTACT SIBELIUS SUPPORT - Robin Walker, 18 Jun 02:06PM
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                                                                 Re: CONTACT SIBELIUS SUPPORT - Robin Walker, 31 Aug 02:56PM
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                                                                                         Re: CONTACT SIBELIUS SUPPORT - Ingrid, 07 Nov 03:08PM
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