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Error message "not found" when starting Trados

Dieter Doum

Last week I was still able to translate in Trados (I translated a MemoQ file) and today I want to open Studio 2017 and I get an error message "Not found". It doesn't say what wasn't found. So I went to the program files folder / SDL / SDL Trados Studio where there are two maps: Studio4 and Studio5. I took the most recent and double clicked on SDLTradosStudio.exe. I get the same result.

The error log is:

<SDLErrorDetails time="10-Jan-18 6:12:30 PM">
  <ErrorMessage>Not found </ErrorMessage>
  <Exception>
    <Type>System.Management.ManagementException, System.Management, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b03f5f7f11d50a3a</Type>
    <ErrorCode>NotFound</ErrorCode>
    <HelpLink />
    <Source>System.Management</Source>
    <HResult>-2146233087</HResult>
    <StackTrace><![CDATA[   at System.Management.ThreadDispatch.Start()
   at System.Management.ManagementScope.Initialize()
   at System.Management.ManagementObjectSearcher.Initialize()
   at System.Management.ManagementObjectSearcher.Get()
   at Sdl.TranslationStudio.Common.LicenseUtils.IsPartOfDomain()
   at Sdl.TranslationStudio.Common.LicenseUtils.get_HasDcLicenceCheckFailed()
   at Sdl.TranslationStudio.Common.Licencing.LicensingService.ShouldShowLicenseManager()
   at Sdl.TranslationStudio.Common.Licencing.LicensingService.StartupLicenseCheck()
   at Sdl.Desktop.Platform.Implementation.Studio.Run()
   at Sdl.TranslationStudio.Application.Launcher.RunApplication()]]></StackTrace>
  </Exception>
  <Environment>
    <ProductName>SDL Trados Studio</ProductName>
    <ProductVersion>14.0.0.0</ProductVersion>
    <EntryAssemblyFileVersion>14.1.6413.8</EntryAssemblyFileVersion>
    <LoggedOnUser>DESKTOP-3I1IG95\Dieter</LoggedOnUser>
    <DotNetFrameWork>4.0.30319.42000</DotNetFrameWork>
    <ComputerName>DESKTOP-3I1IG95</ComputerName>
    <ConnectedToNetwork>True</ConnectedToNetwork>
  </Environment>
</SDLErrorDetails>

 

I don't see what's wrong.

Can anyone help?

Kind regards,

Dieter

Error dialog box in Trados Studio with a red 'X' icon and the message 'Not found'. Below are details such as ErrorCode: NotFound, Source: System.Management, and HResult: -2146233087. Buttons for Knowledge Base, Community, and OK are visible.

 

 

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[edited by: Trados AI at 11:23 AM (GMT 0) on 4 Mar 2024]
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  • Hello ,

    Has something changed with regard to your internet connection? Are you connecting through a domain controller , perhaps working inside a companies offices or you introduced a new network at home?

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • in reply to Paul

    Hi Paul,

    As I didn't get any reply anymore from the community. I decided to de- and reinstall Studio again. I looked up in the manual how to do that and there I read "Before uninstalling, we recommend that you deactivate your product license. To do this, call up Help > Product Activation in the application". Of course I can't to that in the application as the app won't open.

    So in my account I go to licenses in order to deactivate "offline". Single-User Licenses > Activating the Product Offline > Deactivate Your Product Offline.

    4 = Follow the instructions to obtain a deactivation authorization for your SDL product.

    There are no instructions...

    5 = Copy the deactivation authorization.

    From where?

    Anyway also all the rest isn't possible from my account. (I put it in a Word file...) and I decide to deinstall without deactivating the license.

    Funny, now when uninstalling Trados gives the message: if you want to reinstall on the same computer you don't have to deactivate the license....

    OK fine. I deinstall Studio incl. Multiterm and reinstall both programs. Result: still the same, the product starts, I see checking license and then a small error screen pops up "Not found".

    In Task Manager I see always running Sdl.Desktop.ProductTelemetrics.Host.Windows (32 bit). Apparently this shouldn't have anything to do with it.

     

     

     

     
  • in reply to Dieter Doum

    Hi  

    Try deleting this file:

    c:\ProgramData\SDL\SDL Trados Studio\Studio5\Data\Studio.lic

    Then reset your licence in your account following these instructions:

    https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0038545

    Now restart Studio. 

    If that doesn't work then please log a case.  For licensing or installation issues that prevent you from working we have a route for all customers to get help. This can be achieved really quickly using this link:

    gateway.sdl.com/liveagentlicensing

    You have two options:

    1. Submit a case using a webform
    2. Use live chat to get a licence reset

    You want to use the second option and make sure that you refer to this thread so the teams can see what you have tried already.

    Regards

    Paul

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • in reply to Paul
    Hi Paul,

    Thank you for your assistance. I was just going to write that I think there must be a licensing file which doesn't get deinstalled, when your message arrived, so I was very hopeful. I followed the instructions, but in my account there is no link Return License for Studio 2017 (only for my old Trados 2007 Suite). Mind you: not as in the instructions "no Force Return" under Return License, but just no Return License at all (I took a screenshot again).

    I'll submit a case using the gateway link and hope the issue will get resolved soon. Otherwise I'll have to continue with MateCat for the time being or turn towards MemoQ...

    For safety I made a back-up of the Studio.lic file.
    Kind regards,
    Dieter
  • in reply to Dieter Doum
    Hi , perhaps this was because you had an activation available to you? Probably too late now to know but it would be useful to know what the issue was if you have resolved it now with support?

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

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