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Cannot deactivate Freelance Plus license in order to activate Professional license

Emma Kim

Hi there, I am unable to deactivate my license after upgrading from Freelance Plus to Professional. Clicking deactivate comes up with an error message (219), then Trados just closes and the issue repeats itself. I have tried offline deactivation, but it requires an authorization code and there is no authorization code shown on the website. This is absolutely pathetic, I am incredibly unimpressed that I paid so much money for software that is set up so badly it can't even be activated (the instructions do not match the content of the website and UI). Please lodge a support case to help resolve this.
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  • 0 in reply to Paul

    Hello,


    Can you please open a new support case as my current one was closed without the problem being resolved. I am really disappointed as I need to resolve this problem ASAP for a project starting tomorrow which I need Professional functions for.

    Here is the email I just typed to support (to which I received an automatic response saying my case was closed).

    I was unable to respond earlier due to sickness and a two long weekends in a row where I live. I am surprised that the case was closed without a response from me saying it was resolved.

    Here is the email. I am really stuck. Images are not included for privacy reasons, I will send them on an email.

    Hi there,
    The problem is that my Studio software has already been activated under my original Freelance Plus 2022 license, which was recently upgraded to Professional 2022. I think what has happened is that due to upgrading my license, my old license technically does not exist anymore. However, that license key -- which no longer exists -- is still registered in my software. So it has created a situation in which I am stuck with it there and cannot remove it, even by uninstalling and reinstalling.
    This means the Freelance license is no longer valid, but that is what is registered on my software, and even uninstalling and reinstalling the software has not changed this.
    When I try to deactivate this license so I can re-activate using the Professional license key, I get an error message and it does not work.
    I am attaching a screenshot of the product activation screen.
    Clicking deactivate does not work. It returns the error ID 219, saying deactivation did not work.
    Also, trying to use deactivate offline option does not work. It shows the following screen, which requires an authorization certificate which is not available on my licenses page. The instructions on my license page do not match what it is telling me in Studio and neither have the correct information for each other. It's an absolute mess.
    I should also point out that my old Freelance Plus 2022 license (what is currently registered in my Trados software) is no longer showing on my RWS licenses page as it was upgraded to Professional and seems to no longer exist.

    The Freelance Plus 2014 license in my account is completely unrelated to this issue.
    However, I should note that after getting the error message 219 saying deactivation failed, I also get a popup saying the product has been deactivated and the software closes automatically. However, when I open it up again, it is still showing my Freelance license.
    It seems to be a real mess, and I need to access Professional features ASAP for a project that is starting tomorrow. This is really frustrating, and the advice I've been given is completely useless thus far.
    Thank you.
    Emma
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