Hi RWS Support,
We are getting an error when migrating a SDL Passolo 2016 Team Unlimited Edition license to a new server location. We were able to migrate the SDL Trados 2019 licenses without issues after resetting them, but no luck with Passolo. The chat support staff reset the Passolo license twice, and same error happened.
Could you help us troubleshooting?
Best regards,
-Humberto.
Hello,
I was able to open a case, it was quite challenging to find the exact URL for those purposes. All links provided during the chat redirected to this forum.
Best regards,
-Humberto.
it was quite challenging to find the exact URL for those purposes
You mean via https://gateway.sdl.com/? All customers with a support contract have been provided with the details for the support portal and it's also linked from our RWS Account. It would be interesting to know what route you typically take when you have a problem? Where do you look?
Maybe we can put some links in the places our users go when they don't look in the places we think they would... certainly I'd like to!
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
Hi Paul,
We don't have a support contract so my first option is to look at the Knowledge Base and click links here and there until I get an idea of what could be done. Since this issue is related to licensing, Support was able to assist via chat, and then suggested creating a case by visiting https://gateway.sdl.com/webtocase. However, when clicking that URL, I got redirected to this forum; there was no option to create an actual case.
Best regards,
-Humberto.
Sounds like the right advice then. This is the right place to log a case without a support contract, although if you spoke to support (who did you speak to?) they would have known you don't have a support contract and would have directed you directly to this forum.
Would just like to make sure we ensure that team correctly direct customers the first time as we don't really use that form any more.
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
Hi Paul,
To be honest I wasn't aware of this forum's actual function. Several KB articles mention that you don't need a contract to get support for licensing issues.
Chat support asked me to open a case, and it was only after clicking here and there that I found the form. However, if that form should no longer be used, then I agree the first point of direction should be here.
Best regards,
-Humberto.
Hi Paul,
To be honest I wasn't aware of this forum's actual function. Several KB articles mention that you don't need a contract to get support for licensing issues.
Chat support asked me to open a case, and it was only after clicking here and there that I found the form. However, if that form should no longer be used, then I agree the first point of direction should be here.
Best regards,
-Humberto.
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