Hello Rossella Cordone,

I think a few more details are required here, as your email provider shouldn't cause issues accessing SDL Trados Studio as this is locally installed.

Perhaps you can provide some screenshots of exactly what you are seeing when trying to start Studio?

Hello Steve,

Thank you for your quick reply. It was not my email provider, it was my email client that got automatically updated; this is also locally installed. Could it be that my recent upgrade corrupted [only] the Studio settings? Also, are there any settings that are shared between Studio 2019 and 2021? They've both become dormant but both were working fine the day before this happened.

I wish I could provide a screenshot, but that's just it: double-clicking on the Studio icons or the exe's brings up the hourglass for a couple of seconds and then doesn't do anything **at all**. Both versions are completely unresponsive. As I said, even the Uninstall is unresponsive. The even stranger thing is that everything else works.

I assume I could try a drastic Windows total reset, but I was hoping I could solve the problem in the SDL "environments", since it's the only issue I'm experiencing. It's also all-consuming for me: I use Studio so much for my daily work that having it non-functional is pretty much a complete disaster.

Let me know what else I can do to try to get to the bottom of this. I'd be happy to share my PC if it comes to that and anyone on your end has time to attend to this problem. Once again, I appreciate your willingness to help!

Rossella

Hello Steve,

Thank you for your quick reply. It was not my email provider, it was my email client that got automatically updated; this is also locally installed. Could it be that my recent upgrade corrupted [only] the Studio settings? Also, are there any settings that are shared between Studio 2019 and 2021? They've both become dormant but both were working fine the day before this happened.

I wish I could provide a screenshot, but that's just it: double-clicking on the Studio icons or the exe's brings up the hourglass for a couple of seconds and then doesn't do anything **at all**. Both versions are completely unresponsive. As I said, even the Uninstall is unresponsive. The even stranger thing is that everything else works.

I assume I could try a drastic Windows total reset, but I was hoping I could solve the problem in the SDL "environments", since it's the only issue I'm experiencing. It's also all-consuming for me: I use Studio so much for my daily work that having it non-functional is pretty much a complete disaster.

Let me know what else I can do to try to get to the bottom of this. I'd be happy to share my PC if it comes to that and anyone on your end has time to attend to this problem. Once again, I appreciate your willingness to help!

Rossella

Hello Rossella Cordone ,

I have never seen this behaviour before, and doubt very much if it has anything to do with the email client.

First- please make sure that everything is updated including OS and drivers etc-

community.sdl.com/.../how-to-part-1-trouble-shoot-unexplained-errors-and-unwanted-behaviour-in-studio-multiterm

Parts 1 and 2

Then try repairing/resetting Studio 

https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039395

And then ensure both Studio/MultiTerm are added to your AntiVirus exceptions list.

If the problem, persists please let us know and we can log a support request on your behalf.

Hello Steve,

I too am totally bewildered by this behavior. I even enlisted the support of a technical friend (who's also one of your beta testers), who got into my PC and couldn't solve the puzzle. We concluded that some basic user SDL-setting must have gotten corrupted and made the programs totally unrecognizable. I agree that it shouldn't have any relation to my email client update, but that's the only "new" thing that I did on my PC on Sunday and this problem started when I tried to open Studio first thing Monday.

After this happened, the first thing I suspected was an anti-virus program intrusion. I totally disabled that program temporarily but the Studio problem continued. It's worth noting that (a) the anti-virus program had never done this before and (b) I had specifically "excepted" all Studio-related files in the anti-virus settings. 

Two of the questions that keep bothering me are: (a) Why would this issue affect both Studio 2021 and Studio 2019 only? and (b) Why can I not uninstall either one? Do the uninstall utilities require that the programs be functional in the first place? (Of course, my few attempts at reinstalling Studio stopped dead after the first few steps.) 

My Windows updates are current, but I will enthusiastically try your suggestions tomorrow and report back. 

Happy Friday, and many thanks for your support!

Rossella 

Hello again, Steve:

I spent all day today (Sunday) trying all of your suggestions in the hopes I could reactivate Studio 2021 or 2019 but alas, nothing has worked. Moreover (and this is even reepier): I downloaded and installed SDL Freshstart, but even it refused to open. Same symptom: double-clicking on its icon or its .exe does nothing after showing the hourglass for a couple of seconds. I uninstalled my antivirus before I did any of this, to make sure it wasn't preventing the files from opening. Again, this problem seems to be "SDL-specific": Every other application/file I open on that PC works without any problems.

The Uninstall shows the Studio 2019 and 2021 icons (seemingly empty), but any uninstall operation I try on any of my currently SDL programs fails. (I took a screenshot of this but it pastes with a very poor resolution and it's probably not very useful at this point.)

However, all of the Studio actual program folders/files are all still there in their respective SDL 15/16 folders. 

If I try re-installing, the installation begins and stops mysteriously at a very early stage. 

I have been using and running Studio smoothly for 10 years and have never seen anything like this. I'd be most grateful for any advice! 

Rossella