Hi Susmi Ostenfeld-Rosenthal 

Also can you please confirm if the issue you are experiencing is similar to this post https://community.rws.com/product-groups/trados-portfolio/f/licensing/33753/trados-2021-subscription-keeps-deactivating-itself?

And if you are using the software on your personal PC or on a company machine using VPN?

Thank you 

Loredana 

Hi Loredana,

No, this is different. Please read the previous cases.

Thank you,

Susmi

Susmi Ostenfeld-Rosenthal 

We are not the support team in here and we don't have access to the tickets.  It would be helpful if you just described the problem rather than refer to previous tickets.  Fran is also not in the licensing team!

Fran is in Vendor Licensing. She told me to post in here as she said otherwise I can't get help. She also said to refer to previous case numbers and to ask you to reopen. So, I don't know where lines get crossed, but I've explained it many times to different people and also had several support calls with various attempts to solve it, no luck, it keeps happening.

Here is the description again:

The issue is that I frequently get kicked off my subscription, and then the expired 90-day perpetual license takes over (see screenshots in first message). Then I have to reactivate my subscription. Please note I do NOT have a problem reactivating - but I do have a problem when my subscription continuously and at random times gets deactivated somehow. 

It happens also in the middle of work sometimes where Studio simply shuts down and then when I restart it, the subscription is deactivated and the expired perpetual license has taken over and I need to reactivate the subscription. Sometimes it causes me to lose work.

Fran is in Vendor Licensing. She told me to post in here as she said otherwise I can't get help. She also said to refer to previous case numbers and to ask you to reopen. So, I don't know where lines get crossed, but I've explained it many times to different people and also had several support calls with various attempts to solve it, no luck, it keeps happening.

Here is the description again:

The issue is that I frequently get kicked off my subscription, and then the expired 90-day perpetual license takes over (see screenshots in first message). Then I have to reactivate my subscription. Please note I do NOT have a problem reactivating - but I do have a problem when my subscription continuously and at random times gets deactivated somehow. 

It happens also in the middle of work sometimes where Studio simply shuts down and then when I restart it, the subscription is deactivated and the expired perpetual license has taken over and I need to reactivate the subscription. Sometimes it causes me to lose work.

Susmi Ostenfeld-Rosenthal 

ok - so not the technical licensing support team.  Clear now.

The support team can only reopen cases if you have a support contract, in which case you would obviously have used that.  Otherwise we have to create a new one each time which we can do from the community as we have a one click button that simply takes the details in your thread and creates a new case.  Just explaining so you understand where I'm coming from... I'm not trying to be awkward.

Thanks for explaining the problem again.  Ana-Loredana Gabur is probably best placed to understand what's happening here and why there is a problem.  I believe it is linked to the Starter licence you used to have.

Thank you, Paul!! Also for confirming my own suspicion it could be linked to the starter license, which I never asked for but it came along (I believe) as default. Everyone so far has declined that the starter license is connected to this issue, but I think it is, so thank you.

Hi Susmi Ostenfeld-Rosenthal 

In order to get to the bottom of what causes this we need to see what happens after you click on activate on the below view 

Can you please confirm if after clicking on activate button on product activation  - subscription if you 

1. get any error message ? 

or 

2. dont get any specific error message but trados closes or deactivates all of a sudden without you doing anything. ? 

Ana-Loredana Gabur 

Hi Ana-Loredana,

After I click to activate, the subscription is reactivated, no error messages. Then some time passes (sometimes a little, a few days, or it could be several weeks), and then it happens again. I haven't been able to pinpoint what may trigger it. It doesn't seem related to my internet connection, as I can often gauge that via use of Language Weaver. This can happen also during good connection. Sometimes, I just have to reactivate - other times Studio shuts down. Sometimes my work is lost, partly lost, or not lost. There seems to be no pattern I can figure out.

Kind regards,

Susmi

Hi Susmi Ostenfeld-Rosenthal 

I have opened another case for you so the technical team  from language cloud can investigate.  To prevent any data lost I would recommend  for local or cloud projects you manage from trados desktop once you start working on them please click on save the first time you start so then it would autosave each 10 sec and therefor avoid loosing data. 

Meanwhile , until you get a reply from the technical team please check also the below articles 

 -- checking windows updates 

--  AV might block Trados 

-- This issue might be similar to  Trados 2021 subscription keeps deactivating itself .

Hi Ana-Loredana,

 -- checking windows updates - I always keep Windows etc. updated. It's set to automatically update, and pushing for updates is the second thing I do every time I have issues of any kind (first thing is reboot).

--  AV might block Trados - I use Norton and I also used Norton before getting a subscription when I used the older desktop versions of Studio, and never had an issue with that.

-- This issue might be similar to  Trados 2021 subscription keeps deactivating itself  - This was already proposed, and I already checked, and it's not similar.

Kind regards,
Susmi