Can't reset or deactivate license for install on new machine

Question

I opened a case (No. 00837886) but it was promptly closed. I'm trying to move Trados Studio 2015 to a new machine. The licensing page says it is in use. I try to deactivate on the old machine and get a server error. The message from support said the license was reset, but it does not appear so on the licensing page, nor is there a link for it. I tried to activate on the new machine, but I get a server error as well. PLEASE HELP. Notes: current license number is: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx. Also tried to deactivate offline, and got some email response, but it doesn't seem to have the necessary content to deactivate (only key, no certificate). I really need this to work. Thank you.

Trados Studio licensing page showing 0 available licenses and 1 in use with a highlighted section indicating no extra activations available. Error message during Trados Studio product deactivation stating 'Deactivation failed. Could not revoke this license. - Could not connect to the activation server.'

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[edited by: Trados AI at 2:36 PM (GMT 0) on 4 Mar 2024]

Elisa Maxim · Answer

Sanda Gladstein 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 : 00838056 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Can't reset or deactivate license for install on new machine