Unable to use Sibelius

Discuss general Sibelius issues here. Get help with Sibelius and Sibelius Support.
GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Thu Dec 30, 2021 6:37 pm

I got a new computer and am getting a message telling me that there was an error initializing the licensing engine. I opened the Application Manager and when I try to log in it is giving me an Unknown error.

I found an article where it told me to delete the Licenses folder and the contents within the Common folder, then I should be good. I did so and got a window telling me to click Activate then restart Sibelius. When I do so I get the previous window telling me to sign in to my Avid Master Account, which I cannot do because of an "Unknown error."

I have deactivated Sibelius from my old computer, so the problem is not that it thinks that I am trying to use it on more than one computer.

I emailed the problem to avidcustomercare@avid.com but have not gotten a response, so perhaps someone here can let me know what I need to do if they have experienced the same problem.


GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Thu Dec 30, 2021 6:41 pm

I did not know the version because I am not able to open Sibelius to get that information (the SKU is 0540-30460-13 in case that is any help). I upgraded from Sibelius First in November 2017 if that is helpful.

MikeLyons
Posts: 1631
Joined: Fri Jun 24, 2016 7:20 pm
Sibelius Version: Ult. 2024.3.1/7.5
Operating System: Windows

Post by MikeLyons » Thu Dec 30, 2021 8:09 pm

Check whether the Sib|First licence is still active. If it is, deactivate it and then activate the proper licence.
Sib 6.2, 7.5 and 2023.6, Windows 11, 32GB RAM, 16TB 7200RPM Storage, 2TB SSD, Note Performer 3.3.2, EWQLSO, EWQLSC, Harmony Assistant and some others. mike@mike-lyons.co.uk

GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Thu Dec 30, 2021 9:06 pm

Thanks for the response. I'm sure that Sibelius First is not active because it was not listed in the Application Manager of the old computer when I deactivated Sibelius. When I go to the Apps section of the Application Manager it is not there, just Sibelius and the Application Manager.

GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Thu Dec 30, 2021 9:09 pm

By the way, in the Licensing section of the Application Manager it says that Sibelius is Activated, but when I try to run Sibelius it tells me that I need to activate it. I sure wish I could get something from Avid, as I am dead in the water here.

MikeLyons
Posts: 1631
Joined: Fri Jun 24, 2016 7:20 pm
Sibelius Version: Ult. 2024.3.1/7.5
Operating System: Windows

Post by MikeLyons » Fri Dec 31, 2021 8:56 am

I think you need to contact Justin Tokke on the OFFICIAL Sibelius forum here: https://www.sibelius.com/cgi-bin/helpce ... &groupid=3. He's an Avid employee and has been quite active on there recently.
Sib 6.2, 7.5 and 2023.6, Windows 11, 32GB RAM, 16TB 7200RPM Storage, 2TB SSD, Note Performer 3.3.2, EWQLSO, EWQLSC, Harmony Assistant and some others. mike@mike-lyons.co.uk

GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Fri Dec 31, 2021 1:49 pm

Thanks, I'll try that, as I am getting no response from customer care.

GLSmyth
Posts: 6
Joined: Thu Dec 30, 2021 6:34 pm
Sibelius Version: Unknown
Operating System: Windows

Post by GLSmyth » Fri Dec 31, 2021 3:59 pm

Okay, I figured it out. The "Unknown error" meant that it did not recognize my password. I reset my password and now I am able to log in and use Sibelius. Wow, that's a major usability issue for them, they should simply say that the email address and password do not match, but "Unknown error" meant nothing to me.

MikeLyons
Posts: 1631
Joined: Fri Jun 24, 2016 7:20 pm
Sibelius Version: Ult. 2024.3.1/7.5
Operating System: Windows

Post by MikeLyons » Fri Dec 31, 2021 4:49 pm

Welcome to Sibelius! There are a lot of things that need fixing and a lot of things that should have been fixed after all this time.
Sib 6.2, 7.5 and 2023.6, Windows 11, 32GB RAM, 16TB 7200RPM Storage, 2TB SSD, Note Performer 3.3.2, EWQLSO, EWQLSC, Harmony Assistant and some others. mike@mike-lyons.co.uk

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