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
  • Former Member
    Former Member

    " I'm explaining here that this issue is not due to a bug in their software rather in the rationale on how they handle the licenses."

    I got a license stuck after a crash in the activation box: on my computer, the license was deactivated, online it was still assigned to a user. I had to get support to deactivate it online.

    So clearly, it is to some extent related to faulty coding, even if it is not exactly your problem.

    "I can understand why Trados have used legacy code and why they have now re-written the entire code base because we also are involved with code writing.  "

    No need to be involved in code writing to understand this has a cost. But to reuse your comparison, Windows is progressively replacing legacy code with new code, even if it does keep a lot of legacy code. Anyway, I am going off topic here…

    "This feature request was getting upvotes however the votes stopped after these follow up posts presumably because users may think there is either there is a already a solution (when there is not) or that the issue is due to buggy software (which also it is not in this case)"

    It has nothing to do with the follow up posts or people thinking that your problem is solved or due to buggy software…

    It is just related to the fact that your topic is not visible because it is at page 4 or 5 in the Ideas section.

    And people don't usually dig up old topics, they just pick the most recent ones.

    Besides, and probably most importantly, what you are asking for is already implemented and working for most users.

    Why would people vote for a feature that already exists and is working for them?

    In other words, don't expect a lot of votes here, because the title of your idea is not precise enough.

    You should name your idea something like: "New license management system".

    For example, the only reason why I responded to your topic is because I experienced similar problems.

    But again, you're asking "Free a stuck license from within our own online control panel without having to contact tech support" --> Most users have access to this feature, therefore they won't even bother to open your thread even if they go through all the pages of the Ideas section.

    I'm not trying to be aggressive, I'm just trying to demonstrate why your topic is not having the  success you're hoping for.

    That being said, good luck with your request ;)

Comment
  • Former Member
    Former Member

    " I'm explaining here that this issue is not due to a bug in their software rather in the rationale on how they handle the licenses."

    I got a license stuck after a crash in the activation box: on my computer, the license was deactivated, online it was still assigned to a user. I had to get support to deactivate it online.

    So clearly, it is to some extent related to faulty coding, even if it is not exactly your problem.

    "I can understand why Trados have used legacy code and why they have now re-written the entire code base because we also are involved with code writing.  "

    No need to be involved in code writing to understand this has a cost. But to reuse your comparison, Windows is progressively replacing legacy code with new code, even if it does keep a lot of legacy code. Anyway, I am going off topic here…

    "This feature request was getting upvotes however the votes stopped after these follow up posts presumably because users may think there is either there is a already a solution (when there is not) or that the issue is due to buggy software (which also it is not in this case)"

    It has nothing to do with the follow up posts or people thinking that your problem is solved or due to buggy software…

    It is just related to the fact that your topic is not visible because it is at page 4 or 5 in the Ideas section.

    And people don't usually dig up old topics, they just pick the most recent ones.

    Besides, and probably most importantly, what you are asking for is already implemented and working for most users.

    Why would people vote for a feature that already exists and is working for them?

    In other words, don't expect a lot of votes here, because the title of your idea is not precise enough.

    You should name your idea something like: "New license management system".

    For example, the only reason why I responded to your topic is because I experienced similar problems.

    But again, you're asking "Free a stuck license from within our own online control panel without having to contact tech support" --> Most users have access to this feature, therefore they won't even bother to open your thread even if they go through all the pages of the Ideas section.

    I'm not trying to be aggressive, I'm just trying to demonstrate why your topic is not having the  success you're hoping for.

    That being said, good luck with your request ;)

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