SDL Trados Studio 2017, License Expired, AGAIN AND AGAIN AND AGAIN AND AGAIN!

Question

Hello: 
 I have experienced this problem already 4 times over a period of 3 weeks. Last time it happened has two days ago, and just now AGAIN. 
 The support team has been very helpful and fast helping me resetting my license so I can activate it normally. However, I do not wish to keep experiencing this issue, that should not exist in the first place. Every time I have to spend at least 15 minutes sending a ticket and following the procedure to re-activate my license. The worst is that even though the response time from the support team is fast, every time this happens my work gets stuck for several hours. 
 My questions are: 
 Why is the license labeled as expired in the system? 
 Why does this keep happening (root cause)? 
 What is the real solution that SDL developers will give to this issue (other than the quick fix of resetting the license)?

Lydia Simplicio · Answer

Hello Luis Loo , 
 
I have only ever seen very few similar cases in the past, which if I recall correctly, were down to the way the computer connects with the internet. 
Are you sometimes connecting directly to the web via WiFi and at other times you are connecting through a wired connection (i.e. docking station or even a server connection?). 
To understand exactly how you work, will help us to find a lasting solution for you.

Lydia Simplicio · Answer

Hi Luis Loo

Unfortunately this does sometimes cause a problem because different IP's are regesitered depending on wired and wireless connection.
Also the use of a VPN can and will cause issues .
Studio (freelance) cannot differentiate between a corporate network and the private use of a VPN- so will also reject freelance licenses.
I would therefore suggest closing down Studio completely, before moving between wireless and WiFi and vice versa.
Only professional license versions will work reliably in VPN networks.

Lydia Simplicio | RWS Group

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Zoltán Szőcs · Answer

Hello Luis Loo, 
 
Sorry to hear that you are experiencing problems with your license. 
 
Since Studio always "looks" for the same MAC address, I would suggest re-activating the application while you are connected to the Internet via the default and always available network connection. (Temporarily disable all other network adapters and remove the laptop from the docking station as well until you activate it.) 
I would suggest using the wireless connection as it's MAC should not be affected by the use of a docking station. 
 
Please let me know of the results. 
Zoltán

Paul · Answer

Jeroen Janssen 
 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.

Trados Portfolio > 2. Licensing and Installation

SDL Trados Studio 2017, License Expired, AGAIN AND AGAIN AND AGAIN AND AGAIN!