Added to this topic:

I found a solution offered in the knowledge base 

gateway.sdl.com/.../communityknowledge

but unfortunately the manual installation didn't work for me.

When trying to install TradosCompatibility2.msi manually another error message appeared and wouldn't let me continue.

Does anyone know how to solve this problem?  Thanks so much in advance!!

Chunyi

Hello Chunyi Chen ,

It appears that one of the files has been corrupted and will need a proper reinstall as a 'repair' may not be sufficient.

Please ensure that you remove Studio 2019 completely from your system via the Windows Control Panel-

Ensuring you 'Remove Suite of Products'-

Then attempt a new install.

If this fails, you may need to completely remove all the associated files (and then reinstall once more)-

Studio 2019
c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\15\
c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\15.0.0.0\
c:\Users\[USERNAME]\AppData\Roaming\SDL\ProjectApi\15.0.0.0\
c:\Users\[USERNAME]\AppData\Local\SDL\SDL Trados Studio\15\
c:\Users\[USERNAME]\AppData\Local\SDL\SDL Trados Studio\15.0.0.0\
c:\ProgramData\SDL\SDL Trados Studio\15\
c:\ProgramData\SDL\SDL Trados Studio\15.0.0.0\
c:\ProgramData\SDL\SDL Trados Studio\Studio15\
c:\Program Files (x86)\SDL\SDL Trados Studio\Studio15\

Did this work for you?

Hi Steven,

I removed all of Studio associated files as you suggested but unfortunately I still received the same error when I tried to reinstall Studio 2019.

And uninstalling (before & after removing the Studio 2019 files) Remove suite of products was also unsuccessful with the same error message (see attached screenshot).

Can we arrange a remote session and ask one of the support technician to look at my setup and hopefully get this sorted out?  Or maybe send me the most up-to-date link to download the version that would supersede whatever Studio 2019 files that still linger in my computer (after deleting all of the folders listed in your reply)?

Thank you so much for your help on this!

Chunyi 

Hi Steven,

Thank you for arranging the remote session. During the session, the support engineer installed an earlier version of Studio and removed the Menu Maker plugin. After that, the Studio was up and running.  We then installed the latest version of Studio and everything went back to normal.

Thank you again for taking care of this issue in a timely matter!  

Chunyi

I am experiencing the exact same problem as described here (inability to do a manual install of the same file) and have followed all steps, including deleting all associated files as suggested here. However, I am still unable to reinstall Studio 2019. How does one go about arranging a remote session; is it something available to me?

Juriko

Hello Juriko Hiramatsu ,

All users are entitled to FREE licensing and installation support-

Simply log into your SDL account- Support and select Licensing and Installation issues

Please let us know how this was then resolved.

Thank you! Once resolved, I'll be sure to let you know how it was done.

Juriko

Dear Steven Whale,

I was referred to a different KB (https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0029228), which still didn't work for me (got the same error message), so we set up a remote session and the support engineer reinstalled Studio 2019 for me. Unfortunately, I'm not quite sure what was done to enable the install, but I do appreciate your help in pointing me to where I could get free support from SDL. They got back to me within 2 days and were very helpful.

Dear Steven Whale,

I was referred to a different KB (https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0029228), which still didn't work for me (got the same error message), so we set up a remote session and the support engineer reinstalled Studio 2019 for me. Unfortunately, I'm not quite sure what was done to enable the install, but I do appreciate your help in pointing me to where I could get free support from SDL. They got back to me within 2 days and were very helpful.