Subscription still keeps getting deactivated with non-existing and expired 90-day trial license taking over

Hi (Paul?),

I've raised the same issue here twice before and the issue still comes back.

Previous case nos. 00779553 & 00779035. Would you please reopen them and read for background info? Fran in licensing asked me to do that, as she can't figure out the problem either. I've had several support calls in the past for this issue with multiple support people who tried a variety of things, but the issue still returns.

Thank you,
Susmi

Screenshot of Trados Studio 2022 SR1 Product Activation window showing a 'License Expired' message with an 'Activate' button below.Screenshot of Trados Studio 2022 SR1 Product Activation window with user Susmi Ostenfeld-Rosenthal's email displayed and an 'Activate' button for Trados Freelance Personal subscription.



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[edited by: RWS Community AI at 10:27 PM (GMT 0) on 14 Nov 2024]
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  •  

    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.

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

    Of course it is when you use subscription licensing.

    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.

    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.

    Paul Filkin | RWS Group

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    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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  • 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.

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  •  

    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.

    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.

    Paul Filkin | RWS Group

    ________________________
    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

    emoji
  • 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.

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