Under Community Review

Free a stuck license from within our own online control panel without having to contact tech support

It would be useful for us to be able to free up our own license when the license gets "stuck" i.e it is showing as being in use when in fact it is not in use. The only way to free our license up when it is in the stuck state is to send a support ticket. All the time we are locked out of our own software and cannot do our project work - this is for software we have paid for. I have lost 1 day's project work because our license was stuck in the system with no way to free it. Eventually I just had to call support to get it freed up. However if this occurs at the weekend or in the evenings we have to wait until we can get support.

We should be able to free our license from our own online SDL account.  

In addition if we can free our own license then it would also reduce the amount of time your support is being used up just to free licenses.

What caused this issue in our case?

It would be helpful to have the correct Licensing activation screen is displayed for the software we have downloaded from our SDL account instead of the incorrect license activation.

We have SDL professional Network license and downloaded this from our SDL network license account however when we installed the software the Freelance Activation is displayed instead. If we then enter our license into the freelance license box it will lock our network license from being used and we have to then contact Tech support to free the license. There is no way currently for us to free that locked license.

I realise that the Freelance and Professional Network software are in fact the same software and that the features we get (pro or freelance) are unlocked depending on which license we have however SDL can still maintain the same software code base but simply set the correct activation screen for the license we have is simple enough for Trados to do. If we download from our Professional account we expect to see ONLY the professional activation procedure - not a freelance activation procedure. 

If you can't provide the correct License activation screen the very least then would be to provide an error message stating that the license is not correct for the activation procedure we are attempting to use and not allow activation. The present an error message stating the correct activation procedure.

All of this is pretty simply and straight forward to implement and would save users of Trados software being unnecessarily inconvenienced by having their software locked with no means to deal with the issues without tech support.

John Bolton
Parents

  • I am responding to both Matthieu and Alison:  We have  SDL Studio 2017  and we still could not return the license, even with the so called "force return" option - this option also did not work. Even with the latest version of the software (2017). I contacted support and asked them why we could not return the license  even with version 2017 they stated that the license was stuck on THEIR  side.      Therefore the  "force license return " does not work under all circumstances. What I am requesting is that it should be setup to work under all circumstances.  We had a ticket on this and support investigated the issue and they stated that the license could not be force returned by us. It could only be returned by Trados support under this particular circumstance.

    I appreciate your contributions on this issue as I hope now this makes this request clearer and more specific. Even with 2017 the new forced return does not work under certain circumstances and therefore I am requesting that it always be returnable under all circumstances.

    Now I have clarified this issue further I hope  this feature request will not be overlooked by other because they are thinking that there is a way to retrieve a stuck license using the "forced return" feature in 2017 if you have the same issue as we had you also will not be able to return the license using that method.    

    One day this same issue we experienced could also happen to you and you could find that the return stuck license option also does not work with Studio 2017.  Then you too will also need to put you work on hold  until support are able to deal with the issue on your behalf. I am suggesting that this should never be the case. We should always have access to the licenses we have paid for and we should never be put in a position to have our work on hold to wait for support to free up a stuck license under any circumstances.

Comment

  • I am responding to both Matthieu and Alison:  We have  SDL Studio 2017  and we still could not return the license, even with the so called "force return" option - this option also did not work. Even with the latest version of the software (2017). I contacted support and asked them why we could not return the license  even with version 2017 they stated that the license was stuck on THEIR  side.      Therefore the  "force license return " does not work under all circumstances. What I am requesting is that it should be setup to work under all circumstances.  We had a ticket on this and support investigated the issue and they stated that the license could not be force returned by us. It could only be returned by Trados support under this particular circumstance.

    I appreciate your contributions on this issue as I hope now this makes this request clearer and more specific. Even with 2017 the new forced return does not work under certain circumstances and therefore I am requesting that it always be returnable under all circumstances.

    Now I have clarified this issue further I hope  this feature request will not be overlooked by other because they are thinking that there is a way to retrieve a stuck license using the "forced return" feature in 2017 if you have the same issue as we had you also will not be able to return the license using that method.    

    One day this same issue we experienced could also happen to you and you could find that the return stuck license option also does not work with Studio 2017.  Then you too will also need to put you work on hold  until support are able to deal with the issue on your behalf. I am suggesting that this should never be the case. We should always have access to the licenses we have paid for and we should never be put in a position to have our work on hold to wait for support to free up a stuck license under any circumstances.

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