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SR1 ugrade fails to proceed and request restart of machine again and again

Kenneth Zhu

I purchased a copy of Trados 2019 Freelancer version last November and it has been working well since then till today. In recent two days, the upgrade message reminds me that SR1 upgrade is ready and available. So today I click the button of upgrade. But after the upgrade programe removes the older version and restarts the machine, it always stops at the step before installing SR1, and again and again requests the restart of the machine. But after each time of restart, it will again stops at this point and requests restart the machine again. It will not proceed to the stage of installing SR1. How can I solve this problem?
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  • 0

    This is a bug in the installer that is thankfully resolved in the next CU due fairly soon.  You can probably work around it by installing the modules separately.  Do this:

    1. Add .zip to the end of the installer .exe file so it becomes a zip file
    2. Unzip it and open up the modules foler you'll find inside
    3. Install the three msi files on their own one at a time by double clicking on them.  I would do TranslationStudio215.msi first, then TradosCompatibility2.msi and finally WorldServerComponents.msi

    That should help.

    Paul Filkin | RWS Group

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    You've done the courses and still need to go a little further, or still not clear? 
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  • 0 in reply to Paul

    Thank you very much.When and where can I access the next CU installation pack? The headache for me now is that I can't uninstall this SR1 package, as the uninstaller will tell me that there's another installer (what?) and I need to use THAT installer to uninstall. And if I try to reinstall the previous version to overwrite it, the installer of the previous version will tell me this is a later version existing on the computer and it can't proceed. OMG, I can't finish the installation and I can't roll back to previous version, either. So now it seems the next CU pacakage can save me.
  • 0 in reply to Kenneth Zhu

    Did you try following the instructions I gave you?  I had this same problem last week when I reinstalled and this process solved it.

    You can only access a Beta of the next CU for now, which I can make available to you, but I'd recommend you try the process I gave you first.  No point messing around with Betas as you don't know what may break or what will happen when we do releasse the proper update.  The production update isn't far away.

    If this doesn't help then you should log an installation support case.  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

    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

  • 0 in reply to Paul

    I would try your suggestion during the holidays, the Labor Day holidays. It may take some time. For now I can only put this machine at idle and summon my backup machine to cope with daily work. The problem is that I also can't find the installer file of the SR1, as it worked at the back end, only reminding me of the process by a small window. So I didn't install it by directly clicking at any .exe file, and I just launched the installation on the main window of Trados, from the side bar of the canvas. I don't know the whereabouts of the .exe file.
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