FormatException error when installing Freelance Edition

Question

Hi folks, 
 I purchased SDL Trados Studio 2019 Freelance Edition today but cannot install it successfully on my Windows 10 device. I have an existing copy of SDL Trados Studio 2019 Starter Edition on the same device with a deactivated licence. 
 I've followed the instructions at gateway.sdl.com/.../communityknowledge but I always receive the error message, "An error occurred and the program was aborted. You can try running the program again but if the same problem repeats, please generate a debug log (usually found in C\Program\SDL\Chainer\Logs) and contact technical support. FormatException The version of suite 'TranslationStudio2019' must be of the form x.y.z." 
 Any ideas?

Oana Nagy · Answer

Hi Dustin Guerri , 
 I think you should log a case and see if the technical support team can help with this. 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 should use the first option and make sure that you refer to this thread so the teams can see what you have tried already. 
 Hope it helps!

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FormatException error when installing Freelance Edition