Hi,

is it possible to post the log from C:\ProgramData\SDL\SDL Trados Studio\Studio5\Updates\UpdateLog.txt

it should detail the error.

Also can you see a file here in a web browser http://update.sdl.com/updates/update1/studio5/live/updates.xml

thanks

Dave 

Hi,

is it possible to post the log from C:\ProgramData\SDL\SDL Trados Studio\Studio5\Updates\UpdateLog.txt

it should detail the error.

Also can you see a file here in a web browser http://update.sdl.com/updates/update1/studio5/live/updates.xml

thanks

Dave 

Hi David.

Here are the log entries for yesterday:

01/30/2020 10:30:28] Success Update started: C:\ProgramData\SDL\SDL Trados Studio\Studio5\Updates\StudioUpdateClient.exe
[01/30/2020 10:30:28] Notice Update engine version: 3.5.2.0
[01/30/2020 10:30:28] Notice Product: SDL Trados Studio
[01/30/2020 10:30:28] Success Language set: Primary = 9, Secondary = 2
[01/30/2020 10:30:28] Success Load plugin: C:\Users\ruth_\AppData\Local\Temp\_ir_tu2_temp_6\LuaCOM.lmd
[01/30/2020 10:30:28] Success Load plugin: C:\Users\ruth_\AppData\Local\Temp\_ir_tu2_temp_6\AutoupdateExtensions.lmd
[01/30/2020 10:30:28] Success Include script: _TU20_Global_Functions.lua
[01/30/2020 10:30:28] Success Include script: ClientServerCommon.lua
[01/30/2020 10:30:29] Success Include script: LanguageStringsCP1252.lua
[01/30/2020 10:30:29] Success Include script: LanguageStringsGB2312.lua
[01/30/2020 10:30:29] Success Include script: LanguageStringsSHIFT-JIS.lua
[01/30/2020 10:30:29] Success Include script: LanguageStringsCP949.lua
[01/30/2020 10:30:29] Success Include script: LanguageStringsCP1251.lua
[2020/01/30 10:30:29] Available Language strings: 12,1; 25,1; 7,1; 16,1; 4,2; 18,1; 10,1; 9,2; 17,1;
[2020/01/30 10:30:29] System Language: 9 1
[2020/01/30 10:30:29] Failed to read product language from registry
[2020/01/30 10:30:29] Update Language: 9 2
[2020/01/30 10:30:29] clientScript:SDL update engine : 54664
[2020/01/30 10:30:29] ParseCommandLine: Command line entries 1
[2020/01/30 10:30:29] 1) /background
[2020/01/30 10:30:29] Using UpdateServerLive
[01/30/2020 10:30:29] Error An error occurred when trying to download the server file. Server ID: UpdateServerLive : An error occurred while trying to open the HTTP file. (3611)
[01/30/2020 10:30:29] Error A connection with the server could not be established
(3611)
[01/30/2020 10:30:29] Error Script: Client Script, [251]: if TrueUpdate.GetServerFile(serverName, showRestartDialog, downloadCallBack) then (3611)
[01/30/2020 10:30:29] Error Script: Client Script, [456]: Application.SetLastError(lastError) (3611)
[2020/01/30 10:30:29] Information about the automatic update could not be downloaded. The update server may not be available. An error occurred while trying to open the HTTP file.
[01/30/2020 14:27:01] Success Update started: C:\ProgramData\SDL\SDL Trados Studio\Studio5\Updates\StudioUpdateClient.exe
[01/30/2020 14:27:01] Notice Update engine version: 3.5.2.0
[01/30/2020 14:27:01] Notice Product: SDL Trados Studio
[01/30/2020 14:27:01] Success Language set: Primary = 9, Secondary = 2
[01/30/2020 14:27:01] Success Load plugin: C:\Users\ruth_\AppData\Local\Temp\_ir_tu2_temp_8\LuaCOM.lmd
[01/30/2020 14:27:01] Success Load plugin: C:\Users\ruth_\AppData\Local\Temp\_ir_tu2_temp_8\AutoupdateExtensions.lmd
[01/30/2020 14:27:01] Success Include script: _TU20_Global_Functions.lua
[01/30/2020 14:27:01] Success Include script: ClientServerCommon.lua
[01/30/2020 14:27:01] Success Include script: LanguageStringsCP1252.lua
[01/30/2020 14:27:01] Success Include script: LanguageStringsGB2312.lua
[01/30/2020 14:27:01] Success Include script: LanguageStringsSHIFT-JIS.lua
[01/30/2020 14:27:01] Success Include script: LanguageStringsCP949.lua
[01/30/2020 14:27:01] Success Include script: LanguageStringsCP1251.lua
[2020/01/30 14:27:02] Available Language strings: 12,1; 25,1; 7,1; 16,1; 4,2; 18,1; 10,1; 9,2; 17,1;
[2020/01/30 14:27:02] System Language: 9 1
[2020/01/30 14:27:02] Failed to read product language from registry
[2020/01/30 14:27:02] Update Language: 9 2
[2020/01/30 14:27:02] clientScript:SDL update engine : 54664
[2020/01/30 14:27:02] ParseCommandLine: Command line entries 1
[2020/01/30 14:27:02] 1) /background
[2020/01/30 14:27:02] Using UpdateServerLive
[01/30/2020 14:27:02] Error An error occurred when trying to download the server file. Server ID: UpdateServerLive : An error occurred while trying to open the HTTP file. (3611)
[01/30/2020 14:27:02] Error A connection with the server could not be established
(3611)
[01/30/2020 14:27:02] Error Script: Client Script, [251]: if TrueUpdate.GetServerFile(serverName, showRestartDialog, downloadCallBack) then (3611)
[01/30/2020 14:27:02] Error Script: Client Script, [456]: Application.SetLastError(lastError) (3611)
[2020/01/30 14:27:02] Information about the automatic update could not be downloaded. The update server may not be available. An error occurred while trying to open the HTTP file.

When I click on the link you posted, I see this message in plain text:

<p>This release includes enhancements and bug fixes for SDL Trados Studio 2017 SR1.</p> <p>Cette version comprend des améliorations et des correctifs pour SDL Trados Studio 2017 SR1.</p> <p>Dieses Update enthält Verbesserungen und Fehlerbereinigungen für SDL Trados Studio 2017 SR1.</p> <p>Este lanzamiento incluye mejoras y correcciones de errores para SDL Trados Studio 2017 SR1.</p> <p>このリリースには SDL Trados Studio 2017 SR1 の追加機能やバグ修正が含まれます。</p> <p>此版本包含 SDL Trados Studio 2017 SR1 的增强功能并已修复漏洞。</p> <p>Questa versione include miglioramenti e correzioni di bug per SDL Trados Studio 2017 SR1.</p> <p>이 릴리스에는 SDL Trados Studio 2017 SR1 의 개선된 기능과 버그 픽스가 포함되어 있습니다.</p> <p>Данная версия включает дополнительные возможности и исправления ошибок для SDL Trados Studio 2017 SR1.</p> gateway.sdl.com/.../communityknowledge {84815514-06EE-4DDE-92BF-848E60DD2F6C} 14.1.10018.54792 SDLTradosStudio2017_SR1_54792.exe 389 MB 255502E9E724F19C95384DAF4A9C09F6

Does any of that help at all?

Many thanks,

Ruth

Hi David

I just tried to post the log, and my message got flagged as abusive (?!) so it would appear I can't! Here is a print screen instead:

When I go to the link you posted, I get the following:

Does any of that tell you anything?

Many thanks,

Ruth

Ruth Grant

Ruth Grant said:

I just tried to post the log, and my message got flagged as abusive (?!) so it would appear I can't!

Don't copy paste the error text into the post.  Save the error as an xml file to your desktop and then attach it to your post.

Hello Ruth Grant ,

First of all- apologies for your post being flagged as abusive.

This happens automatically when a lot of repetition is detected in the post- if this happens again, please just let us know and we can manually release the thread.

Looking at the log, I think there may be a permissions issue that is preventing you from continuing with the download.

Please ensure you are logged on as admin-if you already have these full rights- please log a free licensing and installation ticket via your SDL account and we can take a look.

Hi Steven

That's OK, it happened so fast I knew it must have triggered something automatic. I've now logged a ticket. Many thanks for your help.

Best wishes,

Ruth

Sorry for the delay I was out of the office.
I'm not quite sure what is failing. But its at the point where it looks up the update server and tries to connect to it.

Either the installation is corrupted somehow in which case a repair or re-installation would solve it.
direct download for latest 2017  http://update.sdl.com/updates/update1/studio5/live/SDLTradosStudio2017_SR1_54792.exe

But that would be odd for it to be happening in multiterm as well, so its possible that you have some sort of network issue or firewall/security software blocking the link from the udpate client.

If you have antivirus you could disable it for a second and try running the check for updates.

Hi David. Thanks for your help - I think I've solved it. I manually updated both programs, which got rid of the message in Trados but not MultiTerm. I then dug into my firewall settings and found that MutliTermUpdateClient.exe was being blocked by the firewall. I changed the rule and voila... problem appears to be solved. Many thanks for your help!

Best wishes,

Ruth