Messages in this thread

GENERAL HELP: Knowledge Base Articles. Activati... - Ingrid, 20 Aug 02:47PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:48PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:49PM
             Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:50PM
                 Re: GENERAL HELP: Knowledge Base Articles. Acti... - Juha Kuivanen, 03 Sep 06:22AM
                     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 05 Sep 10:07PM
                         - Struan, 08 Dec 03:55PM
                             Re: - E. Ron Cleave, 09 Dec 06:51PM
                                 Re: - Dan-AVID#1, 27 Dec 03:31PM
                                 Re: - Ingrid, 03 Jan 01:36PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Bradounnet, 06 Feb 06:38PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 06 Feb 09:16PM

GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 20 Aug 02:47PM (edited 05 Sep 06:56PM)
Activation, Error Messages, Common Issues, Licensing, Billing, Where to create a case

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

PLEASE DO NOT RESPOND OR POST ANYTHING UNDER THIS THREAD AS ITS PURPOSE IS TO PROVIDE INFORMATION ON HELP RESOURCES.

If you need further assistance, please CREATE A SEPARATE THREAD, open a case through the provided links below or email me directly. Thank you.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


WHERE TO SUBMIT OR CREATE A CASE:

Webstore

https://www.avid.com/support#contact-support

Registration Case Creation

https://avidtech.my.site.com/avidsupportcenter/s/account-support-page


Product Type: Audio

Product Level 1: Artist Suite - Notation & Scoring

Product Level 2: (choose) Sibelius Artist (middle offering) or Sibelius Ultimate


**If you are running a pre-2018 Sibelius version (this includes previously "paid" First version), please choose the following instead:

Product type: Audio

Product Level 1: End Of Support

Product Level 2: Audio

Product Level 3: Sibelius 1-2018.1 (End of Support 1/25/2019)



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



HOW TO LOG A CASE:

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/how_to/Support-Plan-Case-Creation



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://avidtech.my.salesforce-sites.com/pkb/articles/en_US/faq/purchase-not-showing-on-my-account




--
Ingrid
Avid Customer Support
[email protected]

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 20 Aug 02:48PM (edited 21 Aug 05:43PM)

How to activate Sibelius in Avid Link with Cloud Licensing For Avid Link version 2021.12 and later

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/how_to/activate-Sibelius-Cloud-Licensing


How to activate in Avid Link versions 2021.6 and below

https://avidtech.my.salesforce-sites.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



If you still require assistance with activation or deactivation from a dead machine, please create a case through the link below:

Registration Case Creation

https://avidtech.my.site.com/avidsupportcenter/s/account-support-page




--
Ingrid
Avid Customer Support
[email protected]

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 20 Aug 02:49PM (edited 20 Aug 02:51PM)

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

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/FAQ/en360407


How to activate all SIBELIUS 7.X VERSIONS

https://avid.secure.force.com/pkb/articles/en_US/How_To/How-to-manually-activate-Sibelius-7-1-to-7-5


How to activate/register Sibelius 1-6 versions

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/error_message/Error-on-registering-Sibelius-1-6



Sibelius Compatibility Chart

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/compatibility/Sibelius-Operating-System-Compatibility-Chart



If you still require assistance with activation, please create a case through the link below:

Registration Case Creation

https://avidtech.my.site.com/avidsupportcenter/s/account-support-page






--
Ingrid
Avid Customer Support
[email protected]

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 20 Aug 02:50PM (edited 21 Aug 05:44PM)

Sibelius Common Issues


"ERROR CODE 5" error message


https://avidtech.my.salesforce-sites.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://avidtech.my.salesforce-sites.com/pkb/articles/en_US/How_To/Activating-your-Sibelius-renewal



FAILED DEACTIVATION; 0 DEACTIVATION OK. NO RECORD OF THIS DEVICE WAS FOUND.

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/error_message/failed-deactivation-no-record



FAILED DEACTIVATION: RESPONSE IS OUT OF ORDER WITH PREVIOUS RESPONSES.


https://avidtech.my.salesforce-sites.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

- Then activate either Manually:

- 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)
- Go to the "Products" tab
- 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


or do an Offline activation

https://avidtech.my.salesforce-sites.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



How to renew Annual Software Updates + Support Plans

https://avidtech.my.salesforce-sites.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".





If you still require assistance with troubleshooting and/or license management, please create a case through the link below:



Registration Case Creation

https://avidtech.my.site.com/avidsupportcenter/s/account-support-page






--
Ingrid
Avid Customer Support
[email protected]
Attachment Avid Link Menu.png (27K)

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Juha Kuivanen - 03 Sep 06:22AM (edited 24 Sep 01:36PM)
Attachment Näyttökuva 2024-08-22 kello 8.08.30.png (245K)

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 05 Sep 10:07PM (edited 24 Sep 01:36PM)

Back to top | All threads
 

Posted by Struan - 08 Dec 03:55PM (edited 08 Dec 03:55PM)
Attachment Screenshot 2024-12-08 at 10.44.16 AM.png (27K)

Back to top | All threads
 
Re:
Posted by E. Ron Cleave - 09 Dec 06:51PM
I have forgoten how to get Sibelius to see my sample libraries "available devices". Also, since I have not been able to download Sibelius sounds ultimate, is it possible to get it sent to me as a thumb drive? Thanks, Ron

--
Mac Pro, Sample Tank, Philharmonik,Sonic Synth, SampleMoog, M-Audio keystation pro 88, EWQL Play libraries. Studio Vision pro, Harmony, and of course, Sibellus 5.2 , 6.1 , 7.1.3, 8.5

Back to top | All threads
 
Re:
Posted by Dan-AVID#1 - 27 Dec 03:31PM

Back to top | All threads
 
Re:
Posted by Ingrid - 03 Jan 01:36PM (edited 03 Jan 01:39PM)
> I have forgoten how to get Sibelius to see my sample libraries "available devices". Also, since I have not been able to download Sibelius sounds ultimate, is it possible to get it sent to me as a thumb drive? Thanks, Ron
>
> --
> Mac Pro, Sample Tank, Philharmonik,Sonic Synth, SampleMoog, M-Audio keystation pro 88, EWQL Play libraries. Studio Vision pro, Harmony, and of course, Sibellus 5.2 , 6.1 , 7.1.3, 8.5



Hello,

As I've already mentioned a couple of times on this information thread, please create a separate post if you have an issue. This thread is specifically for information and resources on where to go for support only. The page of where to open a case is also listed on this same thread. Please, create a case or start a new thread post of your issue and not on this particular thread. Thank you.


And you should be able to access download links of Sibelius Sound inside your my avid account https://my.avid.com/products#MyProducts

If you need assistance with accessing this, again you can also open a case through the link below:



Registration Case Creation:

https://avidtech.my.site.com/avidsupportcenter/s/account-support-page

Product Type: Audio

Product Level 1: Artist Suite - Notation & Scoring



--
Ingrid
Avid Customer Support
[email protected]

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links
Posted by Bradounnet - 06 Feb 06:38PM
Hi,
I purchased Sibelius 7 First may 2015. But the computer where I installed it is now dead and I can't deactivate licence before reintall on my new computer.
Please, can you help me recover my "dear" Sibelius ?
Thanks

Back to top | All threads
 
Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links
Posted by Ingrid - 06 Feb 09:16PM

Next time, please create a separate post for your issue as i've mentioned already a couple of times in the previous replies that this thread post is only for resource.

My email is also listed in all the replies so that you can just contact me through there directly.

Please include your Sibelius system ID and the operating system you're running.





> Hi,
> I purchased Sibelius 7 First may 2015. But the computer where I installed it is now dead and I can't deactivate licence before reintall on my new computer.
> Please, can you help me recover my "dear" Sibelius ?
> Thanks
>


--
Ingrid
Avid Customer Support
[email protected]

Back to top | All threads
 

Quick reply

To add a reply to the end of this thread, type it below, then click Reply.

(.sib, .png and .jpg only)

Messages in this thread

GENERAL HELP: Knowledge Base Articles. Activati... - Ingrid, 20 Aug 02:47PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:48PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:49PM
             Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 20 Aug 02:50PM
                 Re: GENERAL HELP: Knowledge Base Articles. Acti... - Juha Kuivanen, 03 Sep 06:22AM
                     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 05 Sep 10:07PM
                         - Struan, 08 Dec 03:55PM
                             Re: - E. Ron Cleave, 09 Dec 06:51PM
                                 Re: - Dan-AVID#1, 27 Dec 03:31PM
                                 Re: - Ingrid, 03 Jan 01:36PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Bradounnet, 06 Feb 06:38PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 06 Feb 09:16PM