Cannot perform offline deactivation of Trados Studio 2021

Question

Hello, 
 I am trying to deactivate Trados Studio 2021 for a user in Quebec, prior to upgrading it to Trados Studio 2024. 
 When I paste the Deactivation Authorization code into the corresponding field in the Deactivation off line page I get an error: (in french because user is in Montreal) 
 Desactivation hors ligne impossible. L'autorisation de desactivation specifiee n'est peut-etre pas valide. 
 Validez l'autorisation de desactivation ave l'autorisation disponsible dans votre compte. 
 Please assist with this. 
 Note: The user has Trados Studio 2021 installed but the license is for Trados Studio 2022. Not sure if that is an issue.

Elisa Maxim · Answer

Lyle Jaques 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 : 00883185 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Cannot perform offline deactivation of Trados Studio 2021