Susmi Ostenfeld-Rosenthal We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00821392 .

Hi again Ana-Loredana,

While waiting to hear from support on case ID 00821392, it happened again just now.

I updated to latest Studio yesterday, so my current version is Trados Studio 2022 SR1 - 17.1.8.17828.

I also did Windows updates, disk clean-up and various other typical measures.

Today, I received an error message, which has happened a few times before but usually there are no error messages, it just shuts down and deactivates. Today, it didn't shut down/crash, but I got this message:

Will you please add that to the above info to the support case?

Thank you,
Susmi

Hi again Ana-Loredana,

While waiting to hear from support on case ID 00821392, it happened again just now.

I updated to latest Studio yesterday, so my current version is Trados Studio 2022 SR1 - 17.1.8.17828.

I also did Windows updates, disk clean-up and various other typical measures.

Today, I received an error message, which has happened a few times before but usually there are no error messages, it just shuts down and deactivates. Today, it didn't shut down/crash, but I got this message:

Will you please add that to the above info to the support case?

Thank you,
Susmi

Hi Susmi Ostenfeld-Rosenthal 

for this error it is an easy fix .

Please follow the steps from this link https://gateway.sdl.com/apex/communityknowledge?articleName=000013519 

Hi Ana-Loredana,

I don't understand how this should fix it? I don't use Trados Live, I don't work in Language Cloud, and I've only always ever used it on one device. This is a problem occurring in my desktop Studio, it's not related.

Now, I have heard from support. Their solution is to provide me with a 6-month Freelance license... How is that a solution? Sadly, I think again this is an example of people not reading what the actual problem is

Susmi Ostenfeld-Rosenthal 

Susmi Ostenfeld-Rosenthal said:

I don't use Trados Live, I don't work in Language Cloud

You have a subscription licence and this is all about a licensing problem.  The licensing in this case works via Language Cloud.

Susmi Ostenfeld-Rosenthal said:

This is a problem occurring in my desktop Studio, it's not related.

Of course it is when you use subscription licensing.

Susmi Ostenfeld-Rosenthal said:

Their solution is to provide me with a 6-month Freelance license

I imagine this is so they can give you an activation code licence for long enough for them to resolve whatever is causing this issue with the licensing via Language Cloud.

Susmi Ostenfeld-Rosenthal said:

Sadly, I think again this is an example of people not reading what the actual problem is

No, I think it's an example of people trying to help you to work without a problem while they try to get to the bottom of an issue that is a lot more complicated than you think.  I suggest you take them up on this 6-month licence and once the issue is resolved you'll get your proper subscription licence back.

Solving this isn't just something we can do in isolation as there are a lot of moving parts with other technology vendors involved.  Dealing with these complaints is also time consuming and isn't anything any of us want to have to do.  I do appreciate the frustration it's causing you too, but I think a little understanding and willingness to work with the teams trying to help you would benefit you too.

Hi Paul,

Radu in support has said they can't figure out what the problem is so no, it's not a temporary solution and they would not try to get to the bottom of the issue, because they have already said they can't solve it. After the 6 month license expires, I would then have to buy a new perpetual license which is $1000. This is not just while waiting for a solution.

I do appreciate the frustration and time on your end as well, but I find it unfair of you to say I don't show understanding and willingness to work with the teams. This is the situation that has unfolded since February:

I purchased a subscription for $405 - which in itself is super expensive. I expected a license at that price to work.

After experiencing these issues the first times, I came here, and a support case was logged. I was very patient and worked with the support team. I spent hours explaining, writing, speaking with them on the phone, while they remotely tried to find a solution. I was very understanding and worked very willingly with the support people trying to help me.

After this first time, the issue came back. After a little while, I came back in here, and the second support case was opened. Again, I was very understanding, spent hours writing, taking screenshots, again speaking on the phone and trying all kinds of things, with support people remotely trying to do various things on my computer.

All of this time, this is work time lost for me, which of course for someone on a salary would not make a big difference, but for a freelancer it means you can't work on paid jobs, so it's not only time lost, it's also paid work lost.

Now I'm trying again, came back in here and have had to write the same thing again multiple times. Now with the end being that the issue can't be fixed and they can't do anything.

All of that after $405 and numerous hours of work time lost. Compare that to other CAT tools (albeit less advanced than Trados) where extensive support like this is rarely to never happening and licenses are provided for free by clients.

So, perhaps you can try to see things a little more from my side too, perhaps it would benefit your teams overall to get this feedback.

Hi Ana-Loredana,

I've tried this now regardless and assume the error message appeared because someone else accessed my account (someone in Bucharest). However, as this error message is not the original problem, I would anticipate the original issue still persists even if this error message issue with number of max number of connected devices will probably disappear.

Thank you.

Susmi Ostenfeld-Rosenthal 

Susmi Ostenfeld-Rosenthal said:

I find it unfair of you to say I don't show understanding and willingness to work with the teams.

Fair enough, with that history I apologise.  My point was that in here you did not seem willing to accept anything you were being told despite not really knowing what technologies you were actually using.  We are not the support team in here, don't have access to any of your previous dealings with the support team, and just try to do the best we can to help.

Susmi Ostenfeld-Rosenthal said:

So, perhaps you can try to see things a little more from my side too, perhaps it would benefit your teams overall to get this feedback.

I can't and won't disagree with this and I think we do try.  Like anything when it's a one off and you have little else to do it's always easy to behave perfectly well... otherwise we can all get a bit feisty.

Anyway, I'll drop you an email shortly.

I appreciate that, Paul. Thank you. It's difficult when it's not the same person dealing with the same issue and everyone involved has to get up to speed. For this issue, I no longer have any count of number of people who have been involved since February. Currently, I have been discussing with you, Ana-Loredana, Fran and Radu. It was a similar situation for the first 2 cases, where I also started discussions in here, and I believe you were the one sending it to the support team both times.

(I do know what technologies I'm using, and the above max number of connected devices issue is not the original issue, hence my reaction to that, but fair enough, I can use that solution to get rid of that particular error, which is not the original error).

I do know everyone is busy and it can get stressful for everyone, and I do know you are all trying. So am I. I really don't like complaining at all, I hate causing people to spend extra time, which is why I have let months pass by where I was just hoping the issue would disappear with regular updates. It just sadly didn't.

And thanks, I'd be happy to catch up on email.