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Deactivation or reset of license

Inta Snepste

My Studio doesn't work and doesn't open (due to problems with an old GroupShare customer which is not more available), so I removed Studio from programs and wanted to install again. I also downloaded new .exe file from my old order on website again but it is not possible to install it. There appears an error message: "Setup did not complete. The error is: Setup has detected a higher version of this product already installed. If you wish to install this version, you must remove the other version first."

But I don't have any other versions on my computer!!! So I don't know what to do.

I tried to deactivate my license offline, I received the offline deactivation ticket on my e-mail but what do I have to do with it if there is no more Studio on my computer and installation is not possible?

I also tried to reset the license, but it resulted with error message on website.

Then I just installed the same downloaded Studio exe.file on another computer but there is only trial possible.

What do I have to do? At the moment I better want keep Studio on my old computer.

If it is not more possible, then on the other one. Please help!
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    You didn't tell us which version of Studio you have, so take a look at this KB article and adapt the instructions to whatever version you are running:

    https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0032886

    Paul Filkin | RWS

    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

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  • +1 in reply to Paul

    Thank you! I have SDL Studio 2017. I did manual installation according instructions, but now I have the same problem as yesterday when I decided to uninstall Studio.

    There appears a window for login in to GroupShare server of one old customer. There is automatically user name and password inserted, but no connection is made. I contacted to this customer and he replied, that it must be possible to work in Studio also offline (as it was before yesterday). When I cancel this window, appears a message: "There was a communications or connection error. Please check your server connection settings, network and internet connection, and that the server is available."

    But my internet is working. Studio doesn't open after closing the error message.

    Can I delete this server without opening Studio? Or there is another problem?

    I also just tried to open again the Studio installation file .exe which I downloaded from my order but there appears the same message "Setup did not complete. The error is: Setup has detected a higher version of this product already installed. If you wish to install this version, you must remove the other version first."

    I also tried to uninstall Studio using ".. Remove suite of products" but there was the same message "Setup has detected a higher version..."

    I have no problems with MultiTerm. I had also SDL Passolo, I uninstalled it too, but the error is the same.
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  • +1 in reply to Paul

    Thank you! I have SDL Studio 2017. I did manual installation according instructions, but now I have the same problem as yesterday when I decided to uninstall Studio.

    There appears a window for login in to GroupShare server of one old customer. There is automatically user name and password inserted, but no connection is made. I contacted to this customer and he replied, that it must be possible to work in Studio also offline (as it was before yesterday). When I cancel this window, appears a message: "There was a communications or connection error. Please check your server connection settings, network and internet connection, and that the server is available."

    But my internet is working. Studio doesn't open after closing the error message.

    Can I delete this server without opening Studio? Or there is another problem?

    I also just tried to open again the Studio installation file .exe which I downloaded from my order but there appears the same message "Setup did not complete. The error is: Setup has detected a higher version of this product already installed. If you wish to install this version, you must remove the other version first."

    I also tried to uninstall Studio using ".. Remove suite of products" but there was the same message "Setup has detected a higher version..."

    I have no problems with MultiTerm. I had also SDL Passolo, I uninstalled it too, but the error is the same.
    emoji
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