Hi Katherine Andrean-Gellert

Can you please advise if you have tried with a Trados Studio reset -https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039395

Best regards, 

Loredana

Incidentally, the support process in place here is unsatisfactory/inconsistent. There is a flaw in the procedure, which takes you round in a circle by directing you to an option you have already been told is no longer available (in my case, for the reason stated earlier). This should be fixed! Moreover, I have resioved this issue through Chat in the past, now I'm told I have to go through this system, which is a forum, which constantly loads threads that are related to the question I am asking. This is just annoying and poor. Can someone just reset my license before I can no longer use the software I've paid $500 for!? C'mon!

Yep, the software is excellent when it works, but the 'support' system is unnecessarily convoluted and needs to be streamlined. You will get your problem sorted out 'eventually', but we're talking about software that needs to be up front and running 100% of the time for some people. Ploughing through ways to fix issues (that would otherwise be resolvable if the support system was properly in place) while clients are waiting for work to be returned is just awful.