'GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links'

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GENERAL HELP: Knowledge Base Articles. Activat... - Ingrid, 15 Mar 04:15PM
     Re: General Help/Support Links - Ingrid, 15 Mar 04:19PM
         Re: General Help/Support Links - Ingrid, 15 Mar 04:22PM
             Re: General Help/Support Links - Mathew, 07 May 06:44PM
                 Re: General Help/Support Links - Robin Walker, 07 May 06:59PM
                 Re: General Help/Support Links - Ingrid, 08 May 03:12PM
                     Re: General Help/Support Links - cmckay, 07 Nov 09:20AM

GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 15 Mar 04:15PM (edited 22 Sep 02:23PM)
Activation, Error Messages, Common Issues, Licensing, Billing, Where to create a case

Please do not post under this thread post.

If you need further assistance, please create a separate post, open a case or email me directly. Thank you.


WHERE TO SUBMIT OR CREATE A CASE:

Webstore

https://www.avid.com/contact-online-store


Registration Case Creation

https://avid.secure.force.com/Support/RegistrationCaseCreation

*see attached on how to fill out Case Registration form



You may also access support by logging in to your My Avid account then navigate to

My Support Center - Access the Support Center (Portal)

https://my.avid.com/account




If you have PURCHASED Sibelius (and/or other Avid products) and it's not appearing in your My Avid account right away, see the link below:


AVID Online Store: Why is my purchase not showing on my account?

https://avid.secure.force.com/pkb/articles/en_US/faq/purchase-not-showing-on-my-account







--
Ingrid
Avid Community
ingrid.guce@avid.com
Attachment Case Registration Fields.png (46K)
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Re: General Help/Support Links
Posted by Ingrid - 15 Mar 04:19PM (edited 15 Sep 09:33PM)
How to activate Sibelius in Avid Link with Cloud Licensing For Avid Link version 2021.12 and later

https://avid.secure.force.com/pkb/articles/en_US/how_to/activate-Sibelius-Cloud-Licensing

How to activate in Avid Link versions 2021.6 and below

https://avid.secure.force.com/pkb/articles/en_US/faq/How-to-Activate-Sibelius-in-Avid-Link

Other activation methods

1. Manual activation

- Open Avid Link ONLY.
*if Sibelius is open, do the following: 
Windows: open Task Manager - click Avid Link and Sibelius - End Task
Mac: click Apple logo - Force Quit*

- Click on "Products"
- Click on the down arrow beside Sibelius.
- Click on "License"
- On the page that opens, manually enter your system ID and activation ID found in your My Avid account

https://my.avid.com/products#MyProducts

2. Offline activation

https://avid.secure.force.com/pkb/articles/en_US/how_to/Offline-Activation-of-Sibelius-using-Avid-Link


If activation issues arise (i.e "'Your Sibelius License is no longer active.?...", Renewal error pop up message, license "Unavailable" in Avid Link, Sibelius "not showing up" in Products, Sibelius is activated in Avid Link but Sibelius won't open/launch, Sibelius is "gone" from avid link, Servers Unavailable, etc), the solution below would also apply if you leave your laptop on Sleep mode for a while. DO the steps below:


"Sync Account" in Avid Link

- Force quit Sibelius and Avid Link
(Windows: open Task Manager - click Avid Link and Sibelius - End Task
Mac: click Apple logo > Force Quit)
- Restart your machine
- Re-open Avid Link only, click the 3 dots (...) menu on the top left panel - click "SYNC ACCOUNT"
- Wait until synchronization finishes BEFORE opening Sibelius 



For users who still have earlier versions of Sibelius and wish to activate or register their products

https://avid.secure.force.com/pkb/articles/en_US/FAQ/en360407

How to activate Sibelius 7.1 to Sibelius 7.5

https://avid.secure.force.com/pkb/articles/en_US/How_To/How-to-manually-activate-Sibelius-7-1-to-7-5/?l=en_US&fs=Search&pn=1

How to activate/register Sibelius 1-6

https://avid.secure.force.com/pkb/articles/en_US/error_message/Error-on-registering-Sibelius-1-6


Sibelius Compatibility Chart

https://avid.secure.force.com/pkb/articles/en_US/compatibility/Sibelius-Operating-System-Compatibility-Chart

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Re: General Help/Support Links
Posted by Ingrid - 15 Mar 04:22PM (edited 08 May 03:19PM)
Some knowledge base articles for issues commonly encountered with Sibelius activation and/or licensing.

Sibelius Common Issues


"ERROR CODE 5" error message

https://avid.secure.force.com/pkb/articles/en_US/error_message/Avid-Link-There-was-an-error-initializing-the-licensing-engine

License Renewal not successful appears after renewing the subscription.

https://avid.secure.force.com/pkb/articles/en_US/How_To/Activating-your-Sibelius-renewal

Failed Deactivation; 0 Deactivation OK. No record of this device was found.

https://avid.secure.force.com/pkb/articles/en_US/error_message/failed-deactivation-no-record

Failed Deactivation: Response is out of order with previous responses.

https://avid.secure.force.com/pkb/articles/en_US/error_message/Sibelius-Failed-Deactivation-Response


"Your update and support plan expired on-- " pop up message.

- Check Sibelius version installed in Avid Link
- If it updated to the latest version automatically, uninstall the latest version
- in Avid Link, click the 3 dots (...) menu - select Preferences
- uncheck "Install Apps Silently" box
- open a browser, then go to https://my.avid.com/products#MyProducts
- download the Sibelius version directly from your My Avid account, install
- after installation, restart your machine
- open Avid Link only
- activate Manually or do an Offline activation (https://avid.secure.force.com/pkb/articles/en_US/how_to/Offline-Activation-of-Sibelius-using-Avid-Link)


Unable to download/install Sibelius from Avid Link

- if you have an active support plan, download the latest update directly from your My Avid account https://my.avid.com/products#MyProducts
- if it still doesn't work, please create a case through the links below


License Renewal Help
https://avid.secure.force.com/pkb/articles/en_US/How_To/How-do-I-renew-my-Annual-Update-and-Support-Plan-through-Avid-Online-Store


How to manage downloads in Avid Link:


Click the 3 dots (...) menu on the top left of Avid Link then go to "Preferences". Uncheck "Install Apps Silently".

Attachment avid link menu.png (27K)
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Re: General Help/Support Links
Posted by Mathew - 07 May 06:44PM
I bought Sibelius Ultimate today. I have only managed to download Pro Tools and Pro Tools First (not sure why they appeared), but can't find the link to the rest of the download. Frankly awful start to this new software. Do better Sibelius.
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Re: General Help/Support Links
Posted by Robin Walker - 07 May 06:59PM
> I bought Sibelius Ultimate today. I have only managed to download Pro Tools and Pro Tools First
> (not sure why they appeared), but can't find the link to the rest of the download.

If you purchased Sibelius Ultimate, why did you download Pro Tools, which is not part of a Sibelius installation?

Check out your download links in your "My Avid" account at http://my.avid.com/products
Expand the section for "Sibelius Ultimate", then click "Downloads"

--
Sibelius 2023.3.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: General Help/Support Links
Posted by Ingrid - 08 May 03:12PM
> I bought Sibelius Ultimate today. I have only managed to download Pro Tools and Pro Tools First (not sure why they appeared), but can't find the link to the rest of the download. Frankly awful start to this new software. Do better Sibelius.

>> Hello,

Like i've mentioned in the first bit of this thread, that if you have complaints, concerns or anything about Sibelius or other Avid products, please create a new thread for it? This thread is purely for FAQ links, and where to create cases.

Also to address your issue, you do not have to download the FREE Pro Tools Intro with Sibelius. Sibelius will run without Pro Tools Intro. Also if you've only purchased Sibelius today (or done a purchase within 24-72 hrs) and looking for the download links, please refer to the link below:

AVID Online Store: Why is my purchase not showing on my account?

https://avid.secure.force.com/pkb/articles/en_US/faq/purchase-not-showing-on-my-account



In addition, you can also manage downloads in Avid Link. Just click the 3 dots (...) menu on the top left of Avid Link then go to "Preferences". Uncheck "Install Apps Silently".



Again, if you need assistance with anything please do create a case or email me. My contact info is literally at the beginning of this post.




--
Ingrid
Avid Customer Support
ingrid.guce@avid.com
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Re: General Help/Support Links
Posted by cmckay - 07 Nov 09:20AM
We have Sibelius Ultimate Standalone installed on several computers here, and some users often get the below error when trying to open Sibelius

setOverridePath: overridePath cannot be empty

I can open it under an admin user fine but only a full re-install resolves this issue.
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Messages in this thread

GENERAL HELP: Knowledge Base Articles. Activat... - Ingrid, 15 Mar 04:15PM
     Re: General Help/Support Links - Ingrid, 15 Mar 04:19PM
         Re: General Help/Support Links - Ingrid, 15 Mar 04:22PM
             Re: General Help/Support Links - Mathew, 07 May 06:44PM
                 Re: General Help/Support Links - Robin Walker, 07 May 06:59PM
                 Re: General Help/Support Links - Ingrid, 08 May 03:12PM
                     Re: General Help/Support Links - cmckay, 07 Nov 09:20AM