Unable to reset license or deactivate/activate it. Cannot login to my SDL account in Trados Studio

Question

Hi, 
 
 I am trying to deactivate my license, but I am encountering several issues. I attempted offline deactivation; however, I do not have an installation ID, which prevents me from completing both online and offline deactivation. Additionally, I am unable to log in to my SDL account when I click on "Sign In" directly from Trados Studio 2017. I have also tried resetting my license, but that did not resolve the issue. This matter is quite urgent as I have a significant amount of work to complete. I would greatly appreciate your assistance in resolving these problems. 
 Thanks!

Andrei Vasilache · Answer

Dayane Furtado 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 : 00879653 .

Paul Tudoran · Answer

Solution 3 from this article: https://gateway.sdl.com/apex/communityknowledge?articleName=000013566 should solve the issue but the client did not respond.

Trados Portfolio > 2. Licensing and Installation

Unable to reset license or deactivate/activate it. Cannot login to my SDL account in Trados Studio