'Sib. First: Constant license renewal error notifications'

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Sib. First: Constant license renewal error noti... - GraceMusik, 29 Dec 01:16AM
     Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 30 Dec 04:31AM
         Re: Sib. First: Constant license renewal error ... - GraceMusik, 30 Dec 04:58AM
             Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 30 Dec 04:10PM
                 Re: Sib. First: Constant license renewal error ... - GraceMusik, 31 Dec 02:55AM
                     Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 31 Dec 03:07AM
                         Re: Sib. First: Constant license renewal error ... - GraceMusik, 21 Jan 05:03AM

Sib. First: Constant license renewal error notifications
Posted by GraceMusik - 29 Dec 01:16AM

I had a Sibelius Ultimate subscription but let it expire on purpose. All I need currently is Sibelius First, so I uninstalled Sibelius Ultimate and Avid Link and then installed Sibelius First. However, I'm getting constant notifications from Avid Link about the license renewal not being successful and in Avid Link there is a message that says "License renewal Not Successful: 101 Subscription renewal Error, Entitlement returned not active in Store. SystemID [redacted]". However, I do not wish to renew my Sibelius Ultimate license at this time. Please let me know how I can stop these notifications and remove the message. Thanks! P.S. See screenshot of Avid Link attached.

I tried to create a case with AVID support, but for some silly reason, they limit you to 250 characters and that is not enough to ask my question sufficiently. Tried chat but no agents available.

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Sibelius First / macOS 12
Attachment Screen Shot 2021-12-25 at 10.19.02 PM.png (158K)
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Re: Sib. First: Constant license renewal error notifications
Posted by Justin at Sibelius - 30 Dec 04:31AM
Uninstalling Sibelius | Ultimate doesn't do what you think. All versions of Sibelius operate off the same binary installation. So, make sure you have Sibelius installed, then your Sibelius | First license activated in Avid Link. It looks like you don't have one of those, so you need to register for one. Click the link in the dialog prompt when Sibelius starts.

--
Justin Tokke, Senior Product Designer at Sibelius
justin.tokke@avid.com

Contact the Sibelius support team:
https://www.avid.com/learn-and-support/contact-audio-and-music-support

KB and other resources:
https://www.avid.com/sibelius/learn-and-support
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Re: Sib. First: Constant license renewal error notifications
Posted by GraceMusik - 30 Dec 04:58AM (edited 30 Dec 05:17AM)
But I've already done that. See attached screenshot showing Sibelius First under "My Products" on my account. I think the problem is Sibelius Ultimate is showing under my "Cancelled and Expired Subscriptions" and it seems Avid Link keeps checking for that license as well for some reason.

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Sibelius First / macOS 12
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Re: Sib. First: Constant license renewal error notifications
Posted by Justin at Sibelius - 30 Dec 04:10PM
Ok try and hit the orange "reload" button on the page and see what happens. It should show the Sib | First license in Link after that. They you can activate it as normal.

--
Justin Tokke, Senior Product Designer at Sibelius
justin.tokke@avid.com

Contact the Sibelius support team:
https://www.avid.com/learn-and-support/contact-audio-and-music-support

KB and other resources:
https://www.avid.com/sibelius/learn-and-support
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Re: Sib. First: Constant license renewal error notifications
Posted by GraceMusik - 31 Dec 02:55AM (edited 31 Dec 03:01AM)
I tried that, but it doesn't make any difference. Just to be clear: I can open and run Sibelius just fine because I registered for Sibelius First and got the email with the links to download the app. The issue is when Avid Link is open, I keep getting notifications from Avid Link on macOS that say "License renewal Not Successful. Currently unable to reach Avid License Server and will attempt to renew Sibelius later." How can I make Avid Link simply FORGET about my Sibelius Ultimate license and stop trying to contact your servers about it? Another strange thing: in Avid Link, when I click the drop-down menu for Sibelius on the products section and then click on Licenses, it shows both the Ultimate and First licenses and a "Use License" button for each, but the buttons are dimmed/not clickable. I'm so confused! See screenshot attached.

EDIT: Well, I WAS able to use Sibelius just fine. Now when I launch it and click "Use Sibelius First" on the splash screen, it tells me I have to be signed into Avid Link to be able to edit scores. But I AM signed in! I even signed out and back in again, but still no dice. I don't understand why this is so complicated. I had ZERO issues like this when my Ultimate license was active.

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Sibelius First / macOS 12
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Re: Sib. First: Constant license renewal error notifications
Posted by Justin at Sibelius - 31 Dec 03:07AM
My best guess is something weird is going on with your internet connection and/or local license files. Try a full restart of the computer and then try and run Sibelius again. If that doesn't fix it, you will need support's help who is much better equipped to help you out. I will set you up with a ticket if we don't get quick success here. Sorry for the inconvenience!

--
Justin Tokke, Senior Product Designer at Sibelius
justin.tokke@avid.com

Contact the Sibelius support team:
https://www.avid.com/learn-and-support/contact-audio-and-music-support

KB and other resources:
https://www.avid.com/sibelius/learn-and-support
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Re: Sib. First: Constant license renewal error notifications
Posted by GraceMusik - 21 Jan 05:03AM

Hi, Justin. I was contacted by Ingrid with customer support on January 3 (Case 04323910) from avidcustomercare@avid.com. She asked me for the details of my operating system. Then she emailed again on January 4 with a procedure to try. However, it did not work. I replied the same day explaining that it did not work and asked some followup questions, but never received a reply back. I emailed again on January 12, but as of today have still not received a reply, so I'm not sure what's up with that.

HOWEVER, I was able to find a solution on my own just now. I emailed support at the above email address with these details as well in case someone at Avid support decides to start checking emails again, lol!

But in case this helps anyone who finds this thread, this is what you need to do if you're "downgrading" from a paid Sibelius subscription to Sibelius|First on a Mac:

1. Uninstall Avid Link using the Avid Link Uninstaller app (located at /Applications/Avid_Uninstallers/Avid Link)
2. Move the Sibelius App to the trash
3. Delete the entire Avid folder located at /Library/Application Support
4. Empty the trash
5. Restart the computer
6. Reinstall Sibelius|First from the product download link in your Avid account online under "My Products"

Now Avid Link no longer shows info about my expired Sibelius|Ultimate license and the Sibelius|First license shows up properly as active. And I'm able to run Sibelius|First just fine now. You might want to put in a request for these instructions to be posted on the website on the product download page so customers in future won't have to go through all this hassle if they're moving from a paid subscription to the free version. I understand that's probably not a ton of people (most would be moving in the opposite direction: from free to paid), but I'm sure it's not just me either!

Thanks!

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Sibelius|First / macOS 12
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Messages in this thread

Sib. First: Constant license renewal error noti... - GraceMusik, 29 Dec 01:16AM
     Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 30 Dec 04:31AM
         Re: Sib. First: Constant license renewal error ... - GraceMusik, 30 Dec 04:58AM
             Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 30 Dec 04:10PM
                 Re: Sib. First: Constant license renewal error ... - GraceMusik, 31 Dec 02:55AM
                     Re: Sib. First: Constant license renewal error ... - Justin at Sibelius, 31 Dec 03:07AM
                         Re: Sib. First: Constant license renewal error ... - GraceMusik, 21 Jan 05:03AM