Trying to upgrade a Trados Studio 2019 network licence to 2022, but it says the licence is in use

Question

Hello, 
 I'm trying to process an upgrade from Trados Studio 2019 to Trados Studio 2022. We did have two 2019 network licences to upgrade. After deactivating these in the Licence Server Manager and checking that no-one in the company has version 2019 open I was able to upgrade one of the two licences. But the licences and subscriptions section of our RWS account still shows that one 2019 licence is in use: 
 
 And if I click on 'Upgrade (1)' , there is an error message: 
 
 How do I fix this? Thanks in advance for your help!

Elisa Maxim · Answer

Kim de Silva 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 : 00863068 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Trying to upgrade a Trados Studio 2019 network licence to 2022, but it says the licence is in use