'Sibelius has detected a problem with your product activation'

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Sibelius has detected a problem with your produ... - Patrick, 13 Oct 02:48AM
     Re: Sibelius has detected a problem with your p... - Justin at Sibelius, 13 Oct 04:58AM
     Re: Sibelius has detected a problem with your p... - Robin Walker, 13 Oct 08:35AM
         Re: Sibelius has detected a problem with your p... - Patrick, 13 Oct 07:03PM
             Re: Sibelius has detected a problem with your p... - Robin Walker, 13 Oct 08:06PM
                 Re: Sibelius has detected a problem with your p... - Patrick, 14 Oct 12:30AM
                     Re: Sibelius has detected a problem with your p... - Robert Enns, 14 Oct 01:58AM
                         Re: Sibelius has detected a problem with your p... - Patrick, 14 Oct 04:14AM
                             Re: Sibelius has detected a problem with your p... - Philip Woodroffe, 17 Oct 11:22PM

Sibelius has detected a problem with your product activation
Posted by Patrick - 13 Oct 02:48AM
After following the online instructions, I found I was unable to complete the "Delete the Licenses folder" step. I have no idea what to do now.
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Re: Sibelius has detected a problem with your product activation
Posted by Justin at Sibelius - 13 Oct 04:58AM
Best to open a support case. Have you done so? If not, give me your email and I will get you set up.

--
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: Sibelius has detected a problem with your product activation
Posted by Robin Walker - 13 Oct 08:35AM
> I was unable to complete the "Delete the Licenses folder" step.

What happened when you tried?

--
Sibelius 2021.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Sibelius has detected a problem with your product activation
Posted by Patrick - 13 Oct 07:03PM
Nothing. The folder wouldn't delete at all. Very odd.
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Re: Sibelius has detected a problem with your product activation
Posted by Robin Walker - 13 Oct 08:06PM
> The folder wouldn't delete at all.

Had you omitted first to force-quit the applications that were holding open the files within that folder?

--
Sibelius 2021.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Sibelius has detected a problem with your product activation
Posted by Patrick - 14 Oct 12:30AM
I'm on Windows 10 and used Task Manager to close the AvidAppManHelper.exe and Avid Link.exe (there was no option to end process tree).

Clicking Start and %programdata% wouldn't take me to the Avid folder, so I navigated there instead. At that point I ran into a block as the Licenses folder wouldn't delete.
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Re: Sibelius has detected a problem with your product activation
Posted by Robert Enns - 14 Oct 01:58AM
You have to go to the Details tab in the Task Manager to get the Process tree option added.

--
Rob
Win 10 64 bit, 3.1 GHz, 8 Gigs RAM
Sibelius 2021.2, Sibelius Sounds 7.1.2, NotePerformer 3, Dorico 3.5, GPO4, GPO5 Photo score 8.0.4
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Re: Sibelius has detected a problem with your product activation
Posted by Patrick - 14 Oct 04:14AM
I managed to progress further, (all through the 9 steps on https://avid.secure.force.com/pkb/KB_Render_HowTo?id=kA45A0000006iCR&lang=en_US) but am unable to activate through Avid link. I suspect my dead laptop from a few years ago is still on the records. I can find no way of checking this.

BTW, that page perhaps needs to include the extra step you mentioned of going to the Details tab.
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Re: Sibelius has detected a problem with your product activation
Posted by Philip Woodroffe - 17 Oct 11:22PM
you need to email Ingrid or Justin to get your seat license reset then you should be able to license your second laptop. I have had that message where it gives you instructions on resetting but ultimately it never works and the whole issue is with needing to reset the seats. if you check the activation issues thread you will find Ingrid and Justins email. do not post your license key on this forum. not saying you would but its a very bad idea

--
Macbook pro i7 non retina 2.9ghz 16gb ram 10.14 mojave and windows 10. 1TB SSD boot drive, 2tb storage drive. noteperformer Sibelius 2019.9

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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Messages in this thread

Sibelius has detected a problem with your produ... - Patrick, 13 Oct 02:48AM
     Re: Sibelius has detected a problem with your p... - Justin at Sibelius, 13 Oct 04:58AM
     Re: Sibelius has detected a problem with your p... - Robin Walker, 13 Oct 08:35AM
         Re: Sibelius has detected a problem with your p... - Patrick, 13 Oct 07:03PM
             Re: Sibelius has detected a problem with your p... - Robin Walker, 13 Oct 08:06PM
                 Re: Sibelius has detected a problem with your p... - Patrick, 14 Oct 12:30AM
                     Re: Sibelius has detected a problem with your p... - Robert Enns, 14 Oct 01:58AM
                         Re: Sibelius has detected a problem with your p... - Patrick, 14 Oct 04:14AM
                             Re: Sibelius has detected a problem with your p... - Philip Woodroffe, 17 Oct 11:22PM