Problem with Passolo 2011 installation

Question

I cannot find any online help/support so I am trying this forum ;) Because of some unexpected wifi problems I am unable to activate/deactivate Passolo (single-user) product. 
 Product is NOT activated and can not be activated via online nor offline certificate form because of error messages. My online account information tells me that license has been already activated but the product is NOT. 
 I am stuck because I can not deactivate it because it was not activated. But also I can not activate it. Please help me with this unexpected problem. Thank you! 
 PS: I had no problem to activate/deactivate Trados Studio.

Paul · Accepted Answer

Hi Lucia, 
 If you can't resolve this yourself your best bet is to log a case so the licensing support team can help you. 
 Go to the Knowledgebase; 
 http://kb.sdl.com 
 Then go to the tab called Solution Finder ( http://kb.sdl.com/?cid=23&tab=sf ) and now go here; 
 Licensing Problems - I use SDL Trados Studio / SDL Passolo &ndash; 2011 or 2014 -- I need to have my license reset 
 Pick the correct route for you and if appropriate you will be presented with a form that you can fill in to generate a support request and you will be contacted, normally within a day but it will be Monday at the earliest I think. 
 Also use the Chrome browser to log the case if you have it; you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you.

Trados Portfolio > 2. Licensing and Installation

Problem with Passolo 2011 installation