'Sib. 7.1.3: Unlinking dead/old machines so I can activate new device'

Messages in this thread

Sib. 7.1.3: Unlinking dead/old machines so I ca... - rusd, 06 Dec 01:14AM
     Re: Sib. 7.1.3: Unlinking dead/old machines so ... - Robin Walker, 06 Dec 09:55AM
         Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 03:07PM
             Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 03:36PM
                 Re: Sib. 7.1.3: Unlinking dead/old machines so ... - Andy G, 06 Dec 07:06PM
                     Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 07:13PM
                         Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 08 Dec 04:33PM

Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by rusd - 06 Dec 01:14AM
Hi there. I'm unable to activate a license on my new machine after my old one died. I'm getting the error "insufficient copies of [serial number] to satisfy request." It seems absolutely impossible to deactivate the dead machines myself and it's impossible to get in touch with a human anymore in avid support. Does anybody know how to get around this issue? Or is there anybody here who works for Avid who could help me deactivate the obsolete devices?

Sibelius 7.1.3 Student / Windows 11

Thanks in advance!
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by Robin Walker - 06 Dec 09:55AM
The licence servers for Sibelius 7.x were removed from the internet years ago, so it is no longer possible for a user to reduce the seat count of a Sibelius 7.x licence by de-activating unwanted copies of Sibelius.

To reset the seat count, you need to create a case with Avid Account Support:
https://avidtech.my.site.com/avidsupportcenter/s/account-support-page

In the box "Type your question here" say something like "Please reset the seat count on System ID xxxxxxxxxxx for Sibelius 7.1.x"
In this case, use the request settings:
Product Type: Audio
Product Level 1: End of Support
Product Level 2: Audio
Product Level 3: Sibelius 1 - 2018.1
In the small lower box, enter the System ID of your licence for Sibelius 7.1.x;
Click "Submit my question"
Fill in contact details;
Click "Send".

Ignore all the links on the right-hand side of the page, and do not click any of them.

--
Sibelius 2025.12/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 11 64-bit 64GB Desktop, and Microsoft Surface Book Studio.
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by rusd - 06 Dec 03:07PM
Thank you so much for the reply and the steps! I will get on that right away
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by rusd - 06 Dec 03:36PM (edited 06 Dec 07:09PM)
As FYI in case anybody comes across this thread needing the same info, you cannot submit a case with Avid Account Support using Firefox; use Chrome or Edge (Safari is also probably fine).
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by Andy G - 06 Dec 07:06PM
Once the seat count is reset, there are instructions on line from Avid that will tell you how to activate Sibelius 7.1.3 on Windows.

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

If you have issues, Ingrid Guce at Avid is an absolute star. I had minor but sticky problems activating on Win 10 and Win 11, and she was helpful both times and I got things up and running in no time.

ingrid.guce at avid dot com

I've had no issues using 7.1.3 on 10 and 11.

--
Laptops: Windows 10 and 11. 8GB RAM/32GB RAM. Sib 7.13
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by rusd - 06 Dec 07:13PM
Thanks for the input! This is what I was trying to do and where I got blocked from proceeding due to the active licenses on dead machines. Once someone at Avid can release those for me, I'm sure I'll have no problem. And yes on my other functioning machine, I'm using Windows 11 and it's working without any issues... well the scroll bars look a little funny, but it's just a minor cosmetic issue.

Thank you as well for the referral to Ingrid Guce. I did notice they're a bit of a star here but wasn't aware they had a direct contact. I will try to reach out. Hopefully somebody at Avid can release the licenses for me on Monday.

Thanks again :)
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Re: Sib. 7.1.3: Unlinking dead/old machines so I can activate new device
Posted by rusd - 08 Dec 04:33PM
After finally getting in touch with an actual human, they resolved the issue for me instantly and professionally. Difficult to reach, but fantastic support once you get it. All is working fine now. Thanks to all who helped me navigate the convoluted support page and get in touch with a real person! :)
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Messages in this thread

Sib. 7.1.3: Unlinking dead/old machines so I ca... - rusd, 06 Dec 01:14AM
     Re: Sib. 7.1.3: Unlinking dead/old machines so ... - Robin Walker, 06 Dec 09:55AM
         Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 03:07PM
             Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 03:36PM
                 Re: Sib. 7.1.3: Unlinking dead/old machines so ... - Andy G, 06 Dec 07:06PM
                     Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 06 Dec 07:13PM
                         Re: Sib. 7.1.3: Unlinking dead/old machines so ... - rusd, 08 Dec 04:33PM