How to reach out to SDL Support when you have no support plan but the software cannot be installed

Hi,

I never had any trouble with my SDL Trados 2021 but since a couple of days I do.

I tried deinstalling and reinstalling but to no avail.

I was working normally on my MacBook Air with Parallels with SDL Trados 2021 when I got the following error message "Impossible to start the service « Sdl.TranslationSudio.Api.ProjectManagement.IProjectManagementService ». I could not start SDL anymore.

I tried to delete the plugins as suggested by the community.
I tried to deinstall and reinstall the software. 

Nothing worked.

I would add that I have a new M1 computer but SDL worked before on it. I never had any problems since the first installation.

I need to be able to work on SDL Trados asap.
How can I contact the support to get help? I have no support plan, but I consider normal I get help when the license I paid for is not working correctly. Is there any way I can get in contact with the support to issue a ticket? I don’t seem to find the dedicated button on the website.

Thanks
Caroline

Parents
  • Hi Paul,

    I have been searching the KB from the beginning and tried everything that was suggested (even your last suggestion) to no avail.
    There are a couple of solutions described on the page you sent me (which I had read already before) and none worked.
    There is no such thing as a projects.xml folder on my computer since I cannot install SDL Trados properly. I don’t even get so far once the installation process is launched. I get the error message I described above before that.
    This installation problem has been going for 5 days now. I have reached 2 times the community, got a fast response but none of the suggested solutions worked. I need to login a ticket for support so I can start to work again on my software. My work has been pending so far.
    Thanks a lot

    Caroline

Reply
  • Hi Paul,

    I have been searching the KB from the beginning and tried everything that was suggested (even your last suggestion) to no avail.
    There are a couple of solutions described on the page you sent me (which I had read already before) and none worked.
    There is no such thing as a projects.xml folder on my computer since I cannot install SDL Trados properly. I don’t even get so far once the installation process is launched. I get the error message I described above before that.
    This installation problem has been going for 5 days now. I have reached 2 times the community, got a fast response but none of the suggested solutions worked. I need to login a ticket for support so I can start to work again on my software. My work has been pending so far.
    Thanks a lot

    Caroline

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