kkordisch:

Yeah there is something going on. I just had to fix 15 computers. What I had to do was sign out of link and sometimes it would let me sign back in.. somtimes it would not. So I would log into avid.com, go to my products,  device management, deactivate the license, then on the edit, reapply the license.

 

 

 

Hi Kenny,

 

Just an update...

 

The issue is now fixed.

 The root cause was with the Avid Link force update feature mechanism which was put in place last week. Our IT team was able to find the root cause and made the necessary adjustment/changes for the Link to behave normally. 

 

Thanks,

Ajay

Hi Ajay,

Thank you for the update. We ran more tests, and this has not been fixed. The issue remains unchanged.

 

Upon additional testing work here, we are able to further define the bug:

In the latest patches of macOS, Avid online activations work once per Link launch. Online deactivations always fail.

 

Any consecutive activation activity attempt instantly fails. “Activation failed: the activation server could not be reached”. Getting an activation attempt working requires quitting Link, and relaunching it.

For an activated Media Composer, the first deactivation attempt makes an effort (spinning for a while), but always fails with the same error.

This happens always, on all machines, latest Link 2024.1.0, any license. Ajay, please connect with Mike re case 04749878. Mike hasn't given us a bug number nor any update on a fix. Detailed steps performed:

 

Avid Link 2023.11, macOS 12.7 1. Activation and deactivation works normally 2. Update macOS to 12.7.3 3. Avid > Products > Media Composer > License > ONLINE 4. Input any valid license’s sys ID and code 5. Instant error: “Activation failed: the activation server could not be reached”. 6. Uninstall Avid Link using Avid Link Uninstaller.app 7. Confirmed no folder /Library/Caches/Avid/ 8. Deleted:        /Library/Application Support/Avid/Licenses        /Library/Application Support/Avid/SWL 9. Reboot 10. Install Link 24.1.0 from myavid.com  11. In Link, Products > Media Composer > License > ONLINE 12. Input any valid license’s sys ID and code 13. Works once (delay, then “failed 101, entitlement reached” error, which is okay) 14. Tried another license 15. Instant error: “Activation failed: the activation server could not be reached”. 16. Just as before, any license instantly fails with this error. 17. Relaunch Link 18. Activate an available license successfully 19. In Link,  Products > Media Composer > License > Deactivate 20. Instant error: “Activation failed: the activation server could not be reached”. 21. Relaunch Link 22. In Link,  Products > Media Composer > License > Deactivate 23. Link “thinks” for about 30 seconds, then errors: “Activation failed: the activation server could not be reached”.

binba:

Hi Ajay,

Thank you for the update. We ran more tests, and this has not been fixed. The issue remains unchanged.

 

Upon additional testing work here, we are able to further define the bug:

In the latest patches of macOS, Avid online activations work once per Link launch. Online deactivations always fail.

 

Any consecutive activation activity attempt instantly fails. “Activation failed: the activation server could not be reached”. Getting an activation attempt working requires quitting Link, and relaunching it.

For an activated Media Composer, the first deactivation attempt makes an effort (spinning for a while), but always fails with the same error.

This happens always, on all machines, latest Link 2024.1.0, any license. Ajay, please connect with Mike re case 04749878. Mike hasn't given us a bug number nor any update on a fix. Detailed steps performed:

 

Avid Link 2023.11, macOS 12.7 1. Activation and deactivation works normally 2. Update macOS to 12.7.3 3. Avid > Products > Media Composer > License > ONLINE 4. Input any valid license’s sys ID and code 5. Instant error: “Activation failed: the activation server could not be reached”. 6. Uninstall Avid Link using Avid Link Uninstaller.app 7. Confirmed no folder /Library/Caches/Avid/ 8. Deleted:        /Library/Application Support/Avid/Licenses        /Library/Application Support/Avid/SWL 9. Reboot 10. Install Link 24.1.0 from myavid.com  11. In Link, Products > Media Composer > License > ONLINE 12. Input any valid license’s sys ID and code 13. Works once (delay, then “failed 101, entitlement reached” error, which is okay) 14. Tried another license 15. Instant error: “Activation failed: the activation server could not be reached”. 16. Just as before, any license instantly fails with this error. 17. Relaunch Link 18. Activate an available license successfully 19. In Link,  Products > Media Composer > License > Deactivate 20. Instant error: “Activation failed: the activation server could not be reached”. 21. Relaunch Link 22. In Link,  Products > Media Composer > License > Deactivate 23. Link “thinks” for about 30 seconds, then errors: “Activation failed: the activation server could not be reached”.

 

Hi binba,

 

Thanks for the update.

 

I'll work with the team about the issue and will follow up to you through the case.

 

Thanks,

Ajay

Thanks, everything is back to normal here

Hello there, 

 

What was the solution for this?

[email protected]:

Hello there, 

 

What was the solution for this?

 

Hi [email protected]

 

Please try to update the Avid Link to 2024.1 version since most of the issue is fixed by installing the latest version of Link.

 

Shoot me an email directly if you are still having an issue after using the latest version of Avid Link

 

My email address is: [email protected] (but I think you already knows it LOL)

 

Thanks,

Ajay

Hi,

I have just tried going into Sibelius on my Mac air, comes up withn the window click for trial or activate licence, Avid link opens up and says licence renewal not successfull. The activation server could nopt be reached.

 

I am runnung latest OS and lates Avid Link.

 

If I go onto my account online it say perpetual licecnce active.

 

Any help would be great appreciated.

Andy

Hi Andy,

This is the forum for Avid film & video products, but if you send an email to Ajay (he made the post above yours) I'm sure he could help you or point you in the right direction.

I'm seeing this problem on Mac Ventura OS, constantly show licenses as SYNCINFG but never completes. I uninstalled Avid Link and reinstalled older version, current version etc. Nothing works. Why should our institution keep using Sibelius if we keep having CONSTANT problems simply installing the software. Even when our students install a trial version, I've had to spend hours or days with them troubleshooting Avid Link. this is simply awful.

I also tried to do offline activation, inputting license data and having license key sent via emaill..only your website failed and would not complete the form. Are your servers dead again?

carlerik:

I also tried to do offline activation, inputting license data and having license key sent via emaill..only your website failed and would not complete the form. Are your servers dead again?

 

Hi Carlerik,

Email me directly your system ID and I will check on it.

My direct email is: [email protected]

Thanks,

Ajay

Updating that the same exact problem remains unchanged, it's been 2.5 months now. 

Ajay is well aware :-)  This is for anyone else who finds this thread.

If you want to add your voice through Avid Support to encourage them to fix it, you're welcome to reference case 04749878, bugs AMPT-12576, AMPT-12585 .  (That is, if your problem is the one in this thread.)

Binba

I just escalated the issue once again and asked that we get more engineering attention on this.  I will report back once I hear on my email plea.....

Marianna

Just tryed to deactive one of our suites here and it was a no go as well.

is a bit annoying

Running Mac OS 12.7.4

ajrnz

Can you email me your system ID and MyAvid email address.

Email below

Marianna