'Sib. 7.5: License randomly expired. '

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Sib. 7.5: License randomly expired. - David_Getz, 20 Sep 03:02AM
     Re: Sib. 7.5: License randomly expired. - Robin Walker, 20 Sep 08:02AM
         Re: Sib. 7.5: License randomly expired. - David_Getz, 20 Sep 05:37PM

Sib. 7.5: License randomly expired.
Posted by David_Getz - 20 Sep 03:02AM
I have been running Sibelius 7.5 on my laptop since 2015. I have had no issues in that time.
This Monday, Sept. 18, 2023, I opened the program only to receive this alert: "There has been an error in the licensing engine." It instructed me to delete a file called "License" from my computer and then restart Sibelius 7.5. So I did.
When the program reopened, it prompted me to register my product again. I entered all the correct Activation ID #s, but then was met with a message stating "101 Activation Error. Total device count exceeded." However, I don't have Sibelius running on any other machine, and I took a screenshot of my Avid Link account to prove it.
This situation seems like a Catch 22. I don't know where to begin to relicense my product in order to activate it when it asks me to delete my license in order to open the product.
Can anyone help?
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Re: Sib. 7.5: License randomly expired.
Posted by Robin Walker - 20 Sep 08:02AM
Your licence has not expired: your licence is Perpetual.

What happened was that your computer, owing to some hardware or software change, has changed its "Device ID", as computed by the Sibelius licensing system. As far as the Sibelius licensing system is concerned, your computer is no longer the same computer on which Sibelius was last activated.

One Sibelius licence is allowed to activate up to two different "Device IDs". Any attempt to activate a third Device ID results in the error message "101 Activation Error. Total device count exceeded".

Once you have had the 101 Activation Error, only Avid Support can clear down the device count (or "seat count") of your licence.

Send your web browser to: https://www.avid.com/sibelius/learn-and-support
then scroll down to the bottom of that page and click "Account Support" - "Contact", and open an online case. Carry on with the web form submission until you get given a case number. It is probably best not to try to engage with the chat robot.

--
Sibelius 2023.6/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Sib. 7.5: License randomly expired.
Posted by David_Getz - 20 Sep 05:37PM
Thank you so much for the prompt reply!
I filled out the web form and received this notice just now:

"The case has been created succesfully with case no. - 04682871"

I will await further instructions.
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Messages in this thread

Sib. 7.5: License randomly expired. - David_Getz, 20 Sep 03:02AM
     Re: Sib. 7.5: License randomly expired. - Robin Walker, 20 Sep 08:02AM
         Re: Sib. 7.5: License randomly expired. - David_Getz, 20 Sep 05:37PM