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Computer crash = licensing problems

gil henrique lima cotrim

Hi,

My laptop where I had sdl trados 2014 installed crashed.

At first it seemed I had been apparently successful in installing and licensing trados 2014 on the new computer.

But then when I started trados 'supposedly' activated, I got a message saying something about trados 2011 and saying that the license I had was not compatible etc etc. I chose cancel for this message as I was using 2014 and then started getting prompts to activate my trados 2014.

That's where the problems start:

I haven't been able to do it again because I get a message saying the license is in use. When I go check my account it mentions that the activation was to this very computer where the license is not activated and where I'm prompted to activate it.

I see it as a system bug...

Anyway then I try to return the license to do it all over again. And here's where the problem gets frustratingly worse. I CAN'T DO IT.

I'm looped back and forth to look for support that I'm apparently not entitled to so I have no other choice but to weed through the knowledge database without finding a solution.

I have tried some of the solutions recommended here, such as 5196 to no avail.

The loop pretty much goes like this:

1. I go to my licenses

2. I click "return license"

3. I get the message

For details on how to return an Activation Code for SDL Trados Studio please see the video Returning an Activation Code for SDL Trados Studio.

Need help returning your license? Please log a support request.
4. I click on "please log a support request" - NOTE THAT I'M NOT GIVEN THE OPTION "FORCE RETURN"
5. I'm sent to this page help.sdl.com/support/language-technology-products/installation-and-licensing.html where I'm not given the option to file any support request - I understand this happens because I haven't bought the support thing - and from this point on I'm just looping back and forth and reading, watching stuff from the so-called knowledge base with no success.
What am I supposed to do? What's the solution to this problem when you're not entitled to support and SDL website does not provide you with a solution to a problem with their product that seems to be a bug of their system.
I'm all ears to any help anyone may be able to provice.
Very frustrated with SDL.
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  • 0

    Hi Gil,

    If you don't see the force return option it's normally because you still have activations available.  If I look at your account I can see you do have an available activation.

    GIven you mentioned 2011 and incompatibility I'm wondering if this is part of your problem.  Did you return your 201l license when you upgraded to 2014 and are you trying to activate with the new 2014 license?  The way the process works for 2011 to 2014 is that you return the 2011 license and then you get a new, different activation code, and this is what you use to activate 2014 only.  Once you do this you should find that if you still have 2011 installed it will now work too.  But you must use the new code because the old one won't work.

    If this doesn't help you then please log a support case so the support team can help you (I can't help with this I'm afraid or I would do!).  Go to the Knowledgebase

    Then go to the tab called Solution Finder and now go here;

    Licensing Problems

    - I use SDL Trados Studio / SDL Passolo – 2011 or 2014

    -- I need to have my license reset

    Pick the correct route for you and if appropriate you will be presented with a form that you can fill in to generate a support request and you will be contacted, normally within a day.

    Also use the Chrome browser to log the case if you have it; you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you.

    I hope this helps.

    Regards

    Paul

    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

  • 0 in reply to Paul
    Hi Paul,
    Thank you for your reply.
    Unfortunately I still have the problem because the system won't let me do a second activation - even though, Paul, I also understand I'd still have one activation available - nor return the license.

    When I try to do the activation, I get the message:
    “Activation failed. (…) We cannot complete this activation because the license is still registered by SDL for another computer. (…) (Support reference: LicenseNumberAlreadyUsed – 23)”

    When I try to return the license to do it all over again I CAN’T and am not presented with “force return”.
    I can only get as far as this:
    “For details on how to return an Activation Code for SDL Trados Studio please see the video Returning an Activation Code for SDL Trados Studio.
    Need help returning your license? Please log a support request.”

    So I haven’t been able to use the second activation because the activation system will have me loop back and forth and not allow me neither to do the second activation nor to return my license. An important point: the license in use appears as installed in the very computer (the new one) I’m prompted to activate it!

    I’ve both logged and tried to apply solutions I found here in the SDL Community, including 5196 to no avail, and written to SDL support and in the SDL Community.

    SDL support told me the problem is that I still have activations available. As explained, this is no solution because the system won’t allow me to activate anything.
    You told me I might need to return my 2011 license to solve the problem. I’ve tried it but I get to the same dead end as with returning 2014.

    I have to thank both you, Paul, for showing me the way to get to the section to log a ticket, though – which is not exactly straightforward in my humble opinion… - which I just did and am now hoping to get an answer from them with a solution.

    In the meantime if you or anyone else can think of something else I could do to solve the problem...

    Still very frustrated.

    Thank you
  • 0 in reply to gil henrique lima cotrim
    Hi Gil,

    If you can't do this yourself, then the licensing team will do this for you. They should be in contact shortly.

    Regards

    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

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