'Sib. 7.1.3: Licence engine Sibelius 7.1 won't launch Terrible lack of support'

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Sib. 7.1.3: Licence engine Sibelius 7.1 won't l... - Julie Fox, 16 Oct 11:02AM
     Re: Sib. 7.1.3: Licence engine Sibelius 7.1 won... - Robin Walker, 16 Oct 12:56PM

Sib. 7.1.3: Licence engine Sibelius 7.1 won't launch Terrible lack of support
Posted by Julie Fox - 16 Oct 11:02AM
This morning (I've put this in another thread also) my Licence engine (which seems very buggy as it often seems to fail) won't launch so I can't launch Sibelius 7 either.



I have just spent all the morning trying to get support for this, including "you will be answered shortly" but gave up after 30 minutes on a Sibelius helpline.

I have been led round and round the avid website up the garden path...
I've phoned French support numbers and been told the number isn't attributed despite that same number being sent on a log in reminder email by Avid. Another UK support number just hangs up immediately you ring it...

All your support helps are no help at all and I've ended up tearing my hair out because your links to support are all so useless they don't work, or people hang up or don't answer. All I want is a bit of an agent's time to sort this out but I'm getting nowhere despite spending copious time on it. Why O Why have Avid made it so hard to get Sibelius support for something as basic as just wanting to launch the programme? I'm a pensioner and I don't have lots of money to throw at it. I just want some help to get the programme to run.


I've not migrated Sibelius from one pc to another, the licence engine just suddenly stopped working. Is it too much to hope that Avid are proud enough of the Sibelius product to want to give good support to promote it? I'm beginning to think they don't care...
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Re: Sib. 7.1.3: Licence engine Sibelius 7.1 won't launch Terrible lack of support
Posted by Robin Walker - 16 Oct 12:56PM
Julie,

Be aware that, on this forum, you are mainly addressing other Sibelius users, rather than Avid staff, although Avid staff do drop in occasionally.

For all licensing and registration problems, please open a case online at:
http://avid.force.com/Support/RegistrationCaseCreation

This is free of charge, and you can normally expect a response within 48 hours of normal office hours.

Apart from the above, all other forms of support from Avid for Sibelius 7 might cost you money, in the form of an ASC you need to purchase.

If we (peer-group users), or Avid, are to provide you with the assistance you need, then you need to supply more details about your problem, such as the exact text of any error messages seen, or a screen-shot of them, and the version of operating system that Sibelius is running on. Some situations are relatively easy and quick to solve if that information is provided.

--
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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Messages in this thread

Sib. 7.1.3: Licence engine Sibelius 7.1 won't l... - Julie Fox, 16 Oct 11:02AM
     Re: Sib. 7.1.3: Licence engine Sibelius 7.1 won... - Robin Walker, 16 Oct 12:56PM