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Problem to deactivate/reactivate Studio 2017 when changing PC – offline deactivation ticket

Marion Miossec

Hi, I bought a new PC and I'm trying to deactivate the license for "SDL Trados Studio 2017 Freelance" on the old computer and activate it on the new one. I tried the option “Can't activate online? – Get an offline Activation Certificate” because it seemed to be the only one available.
My problem is that Studio 2017 is now still indicated as “In use” on my account on sdl.com, but on the old computer the license is “expired”, while on the new computer I only have access to the trial version and my activation key does not work.
I received the following email:


“Your Offline deactivation ticket
Dear Customer,
Please find below your offline deactivation ticket.
This ticket can be used by your SDL Product to perform an offline deactivation
Offline deactivation ticket:
[long string of 612 alphanumeric characters with == at the end]
– The SDL Language Solutions team”


I don’t understand what to do with it.
I suppose that I have to insert this deactivation ticket string somewhere, but I have no idea where.
Can somebody help me, please?
Thanks

Marion
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  • 0 in reply to Sorin Perta

    Dear Sorin,

    Many thanks for your reply.

    Unfortunately, it does not work. I think it's because my case does not correspond to the procedure:

    I cannot deactivate the license offline on my old computer because the license is already deactivated on my old computer. Currently the license is deactivated/not active on both computers, i.e.

    the license has been “expired” on the old computer since my attempt to deactivate it offline yesterday from sdl.com; and I can’t manage to activate the license on the new computer, where I can only use the trial version/activate the license… for which the activation key does not work because the license is “in use” on sdl.com, an so on and on.

    Therefore I cannot perform any step of the procedure for “Offline deactivation of your Single User License”.

    So, yes, if you can log a support case to have my license reset, that would be awesome.

    Just a warning: I also have a license for Studio 2022, which I have not tried to shift from the old computer to the new one. I'll deal with transferring 2022 later, when I have secured the transfer of 2017. My present request is NOT about Studio 2022. My present request is about the license for SDL Trados Studio 2017 Freelance.

    Many thanks for your help

    Marion
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