Offline deactivation and activation on a different computer

Question

I had a computer crash yesterday. I want to deactivate the license (Studio 2021) for the crashed computer so that I can activate it on a different computer and continue my work and meet a Monday deadline. When I attempted to deactivate offline, I got the following message: 
 An error has occurred with your offline-deactivation. If you continue to have problems, please Please log a support request . 
 I know that it used to be the case that you could only deactivate a license from the computer on which it is licensed. Is this the case? How can I "move" my activation from a dead computer to a working computer? 
 Thanks in advance. 
 Cort

Elisa Maxim · Answer

Cort Rosebro 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 : 00859333 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Offline deactivation and activation on a different computer