Greetings,

I am writing because we have been having issues activating and deactivating Studio licenses during the last few months, especially with 2021. What we have done:

1. Deactivating the license from Trados Studio. We have had two possible outcomes: license correctly deactivated or, in most cases, license deactivated in Trados Studios but shown as "in use" in RWS Account.
2. Resetting the license from RWS Account. No issues.
3. Trying to activate the license in Trados Studio again. Activation fails but the license becomes "in use" in RWS Account.
4. Resetting the license again from RWS Account. No issues.
5. Trying to activate the license offline, using the activation certificate. Fails, stating "invalid lock code", but the license becomes "in use" in RWS Account.
6. ...repeat...
7. The "reset license" option becomes locked for 12 months (!?) because we have used it three times in a row.

Following theses steps for 2015 and 2017 has worked without issues. It only happens with 2021. And we are already locked out from 2 licenses, so I'm not going to try again with another one.

A few months back, we were able to create cases with customer support to reset locked licenses, but that option doesn't exist anymore. How can we proceed?

Thank you,

Salvador