I have been unable to use SDL Trados Studio

Question

I have downloaded the updates for Trados 2017. 
 
 Unfortunately, I am unable to activate my license. I have tried to activate offline but I am prompted to enter an activation certificate and I cannot get it even when I follow the steps under this page: http://producthelp.sdl.com/SDL_Licensing_Help_2015/client_en/SDL_Licensing_Help.htm. Somebody from Support sent me an email last year but I have never been able to solve the problem. 
 
 I have an activation code and I have tried to activate my "Available" license for at least two years. I tried to activate Offline, but I'm always prompted to supply an Activation certificate. I don't have the dialog box automatically displaying each time I open the application. 
 
 Any help would be greatly appreciated 
 
 Johanne Arbour

Elisa Maxim · Answer

Johanne Arbour 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 : 00838063 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

I have been unable to use SDL Trados Studio