Hi,
SDL Trados 2017 totally disappeared from my computer 2 days ago after an update (same pb as David Rumsey), so I had to re-install the exe file found in my SDL account.
SDL Trados 2017 is running again and the licence seems to be active on Studio itself
however, in my SDL account, there is still 1+1 users and 0 licence currently in use.
What is the problem?
Many thanks in avance for your help.
Sometimes, if an installation of Studio gets corrupted - or partially deleted as in your case - the installation can lose its association with the license. Then it becomes impossible to deactivate the license and one has to ask License Support to release it at their end.
I don't know how it happens but I have experienced something vaguely similar...
I contacted Licensing Support because I couldn't deactivate the license on my main work PC in order to use it on my beta testing PC. They released the license but I found I could still work in Studio on the PC I hadn't been able to release from and I was able to activate the extra installation of Studio on the other machine with the freed license.
For me, it was advantageous as it meant I could continue to use Studio on my test machine AND on my main work PC so it was at the time useful. Eventually an update 'repaired' the 'disconnected' build of Studio and it became necessary again to return the license on one machine in order to be able to use it on the other.
Not quite the scenario you've described but the end result is the same, you're able to use Studio without activating the license for it.
In the scenario I described, one would request a license reset via live chat here:
Click on the right-hand button if active 'Request License Reset' and fill out the little form that appears.
Someone will help you very quickly, usually immediately.
In the rare event that there is nobody available, the button will be greyed out with 'No Agents Are Available'. Then, click on the 'Submit Case' button and fill that form out, being sure to give your email address accurately so they can contact you. Remember to click 'Licensing' in the 'Case Type' dropdown.
I'm not sure what they will do to resolve the issue you describe but they are the people to contact. They can connect to your PC and sort out your settings so that they work as they should again. As you're still able to use Studio there is no huge rush but they usually sort licensing issues within 1 day and installation issues out within 2 days.
All the best,
Alison
Hi Christèle,
Yes, it's best to have everything running as it should be. Studio tends to work better that way too...
An extra thing to know is that it's good to keep MultiTerm up to date too, even if you don't actively use it. Open it up and check for updates via the Help ribbon.
Then the interaction with your termbases works better in Studio too.
All the best,
Ali
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