'GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)'

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GENERAL HELP: Knowledge Base Articles. Activati... - Ingrid, 19 Jun 02:04PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:11PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:13PM
             Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:15PM
                 Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:16PM

GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)
Posted by Ingrid - 19 Jun 02:04PM (edited 19 Jun 06:16PM)
Activation, Error Messages, Common Issues, Licensing, Billing, Where to create a case

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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.

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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 (https://my.avid.com/account) :


Account Support:

My Support > click "Search the Knowledge Base" > Support > Getting Support > under "Account Support" > Get Account Support > Create a case


Online Store Support:

My Support > click "Search the Knowledge Base" > Support > Getting Support > under "Online Store Support" > Get online store support > Create a case


Technical Support:

My Support > click "Search the Knowledge Base" > Support > Getting Support > under "Technical Support" > Get Technical Support > Create a case


https://my.avid.com/account



HOW TO LOG A CASE:

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



--
Ingrid
Avid Customer Support
[email protected]
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Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)
Posted by Ingrid - 19 Jun 02:11PM (edited 19 Jun 02:21PM)

⚠️How to activate in Avid Link⚠️


How to activate in Avid Link versions 2021.6 and below

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


Cloud Licensing

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



⚠️Manual and Offline Activation Methods⚠️

1. Manual activation
- Open Avid Link ONLY.
*if Sibelius IS open or running in the background, 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://kb.avid.com/pkb/articles/en_US/how_to/Offline-Activation-of-Sibelius-using-Avid-Link


🧐
If the following activation issues arise (i.e "'Your Sibelius License is no longer active?...", Renewal error pop up message, license "Unavailable" in Avid Link, Sibelius has not been able to validate your license in several days..., 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....), activating a newly purchased license deposited in your My Avid account, please try doing the steps below. This solution would also apply if you leave your laptop on Sleep mode for a while.

TRY the steps below:

⚠️"SYNC ACCOUNT" button 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
- make sure you are connected to the internet and/or your connection is not blocked by a VPN or firewall
- 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]
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Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)
Posted by Ingrid - 19 Jun 02:13PM

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

https://kb.avid.com/pkb/articles/en_US/FAQ/en360407

👋📢 How to activate Sibelius 7.x versions


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

👋📢How to activate/register Sibelius 1-6

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

👋📢Sibelius Compatibility Chart


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


🧐If you still require assistance with activation and/or registration, 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]
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Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)
Posted by Ingrid - 19 Jun 02:15PM

🧐Sibelius Common Issues


⚠️⚠️"ERROR CODE 5" error message

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

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

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

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


https://kb.avid.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 > Products
- If it updated to the latest version automatically, uninstall the latest version
- then in Avid Link, click the 3 dots (...) menu on the top left corner
- select "Preferences"
- uncheck "Install Apps Silently" box
- open a browser (Safari, Google Chrome, Firefox etc), 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://kb.avid.com/pkb/articles/en_US/how_to/Offline-Activation-of-Sibelius-using-Avid-Link




--
Ingrid
Avid Customer Support
[email protected]
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Re: GENERAL HELP: Knowledge Base Articles. Activation, License Deactivation Requests, Cloud Licensing, Common Issues, Case Creation Links (Please DO NOT post under this resource thread)
Posted by Ingrid - 19 Jun 02:16PM

⚠️⚠️Unable to download/install Sibelius from Avid Link

- if you have an active support plan, try downloading the latest update directly from your My Avid account instead
https://my.avid.com/products#MyProducts


⚠️How to renew Annual Software Updates + Support Plans

https://kb.avid.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






Again, if for some reason you are unable to create a case on your own, email me at [email protected] and include the following information:


1. Product being licensed (Include exact product version)

2. System OS being used (be specific to the OS number, not just
codename): (ex. Mac OS 14.5, Windows 11)

3. System ID associated with your Sibelius and My Avid account

4. Screenshot of the exact error message you've encountered






Thanks!


--
Ingrid
Avid Customer Support
[email protected]
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Messages in this thread

GENERAL HELP: Knowledge Base Articles. Activati... - Ingrid, 19 Jun 02:04PM
     Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:11PM
         Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:13PM
             Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:15PM
                 Re: GENERAL HELP: Knowledge Base Articles. Acti... - Ingrid, 19 Jun 02:16PM