Unable to deactivate Studio 2015 Network License through SDL License Manager

Question

Hi, 
 I am attempting to upgrade my current Studio 2015 to Studio 2017 licenses following the help article listed here: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039977 
 The first step is to deactivate the existing 2015 licenses through the SDL License Manager. When I click the "Deactivate all" option an unexpected error occurs "Object reference not set to an instance of an object.". See screenshot. 
 
 Any ideas on what could be causing this error message and any workaround to successfully deactivate these licenses and then upgrade for 2017 Studio use?

Paul · Answer

Hi Arjun Madhavan , 
 
I'd recomend you log a case for this. We have 24/7 licensing support these days and a licensing engineer can help you sort this out. 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. If the option is greyed it just means the engineer is busy so try again in 5 or 10 mins. 
 
Regards 
 
Paul

Lydia Simplicio · Answer

Hello Arjun Madhavan , 
 
If you are still having issues, please log a licensing ticket (per the link above) and select submit case. 
The licensing team can then look at what is preventing the connection and get everything running for you.

Trados Portfolio > 2. Licensing and Installation

Unable to deactivate Studio 2015 Network License through SDL License Manager