Avid license support when out of contract

[dgsmith]

Hi, we have a 5-seat multi license of Sibelius that is out of support contract. While we don't need support for the product, we have an issue whereby a machine that was licensed is no longer operable and there was not an opportunity to delicense this in advance. Subsequently, we cannot relicense the replacement machine.

 

I am unable to get a response from emailing [email protected] and cannot get through on the phone because the system ID is not associated with a support contract.

 

All I need is for them to advise how we can deactivate the machine in question or advise how to resolve, without actually needing specific support on the product. Is it a hopeless expectation without support? Anyone else been in a similar position and found a resolution?

[paulkerton]

Hi, we have a 5-seat multi license of Sibelius that is out of support contract. While we don't need support for the product, we have an issue whereby a machine that was licensed is no longer operable and there was not an opportunity to delicense this in advance.

 

I mean, I don't want to be that guy - but isn't that support for the product?

[dgsmith]

I mean, I don't want to be that guy - but isn't that support for the product?

 

I guess that's subjective, as we do not seek any support with the actual product itself, but just need them (ideally) to release one the licenses for a specific machine. I would even do this myself via the online portal if I thought it was possible (i.e. the act of doing so myself would not require support per-se, but I can't seem to do so).

[caffrey]

You can get them reset, I had an activation limit reached removed and we're out of the support band too - I went through the forums initially Sibelius - Help Center

[dgsmith]

You can get them reset, I had an activation limit reached removed and we're out of the support band too - I went through the forums initially Sibelius - Help Center

 

Thanks - I hadn't thought of the forums as assumed it would need to be officially done, but I guess I have exhausted those avenues so no harm in asking.

[supportman]

Yes we've done this as well in the past, just a case of getting through to them. We just rang them.

[T_Lister]

I couldn't find anyway of calling them, but I found this. They unlocked my two keys within a couple of hours and I'm back up and running!

 

Sibelius - Help Center

 

Registration Case Creation:

 

https://avid.secure.force.com/Support/RegistrationCaseCreation

 

**Product Type: Audio

 

**Product Level 1: Audio Suite Notation & Scoring

 

**Product Level 2: (choose either) Sibelius | First (free version), Sibelius (mid-tier, previously known as 'Sibelius First), Sibelius | Ultimate