Nelly Shufflebottom

I'm not sure which browser you used, but try the following:

1. clear your cache and try again, or
2. try another browser and try again

I tested the Gateway log a case (if you have a support contract) and also the free web2case for licensing and installation issues.  Both are working.  Let us know if this still doesn't help?

Hi Paul,

I get the exact same error on Chrome and Internet Explorer, even after clearing cache.

I'm trying to log this on the Translation Productivity Case page regarding package file associations being lost since upgrade. I have tried all suggestions on Knowledge Base to no avail.

Hello,

I have raised a Support Case on your behalf (filed under number 00485518). One of our Support Engineers will get in touch with you as soon as possible (most likely tomorrow) in order to address the file association issue.

Going back to the issues you are facing:

1. Website error when trying to log a Case

The web-form looks fine on our end. I was able to open it from different machines, I also asked colleagues from various SDL offices to test it and they haven't encountered any issues. This points to a local issue; things worthwhile checking:

• if the web-form is bookmarked, try to open it again from this link: https://gateway.sdl.com/webtocase and not from the bookmark
• try to open the link from an "incognito" browser
• check with local IT, the page might be blacklisted

2. File-association issue

If you have an English or German OS, you can run the correct registry (for your specific Studio version) found in this knowledge base article: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039884. The whole process of applying the fix is described under the "Solution2" section of the article

Hope this helps!

Hi Nelly Shufflebottom

Can you please let us know what URL you are using or from which page you are accessing this from?

Thanks
Fas

Nelly Shufflebottom

Another user had this problem and it turned out the issue was related to a pending browser update:

https://community.sdl.com/product-groups/translationproductivity/f/general/28600/log-in-to-the-sdl-gateway-fails/92175#92175

Perhaps that will help you?

Fasil Aziz 

https://gateway.sdl.com/webtocase

The page loads, but the error appears once submitting the case. 

Thank you for opening a case through here.

I have tried clearing the cache, several different browsers and machines. I have just updated Chrome this morning and it still doesn't work unfortunately.

The issue with the file association was solved via a remote session, by running the registry fixer file in CMD with Admin right.