Hi Raffaella Scieghi 

Please do the steps in this article https://gateway.sdl.com/apex/communityknowledge?articleName=000013519

Kind regards,

Hi Elisa,

thanks for your answer. Unfortunately this is not a suitable solution. First of all I'm not administrator of this account. The customer is. Last time your colleague Radu helped me, and in November I was helped by Alina for the same problem. I think it happens when I don't use the customer's account for a while. It seems that Studio doesn't recognise it if I don't use it very frequently. 

Kind regards,

raffaella

Hi Elisa!
important update! Everything seems to work properly now. Sorry for bothering you.

Kind regards,

raffaella

Hi!

another update... It worked for half an hour, now I'm again unable to keep connected to the customer's account. I also lost what I've translated until now. It seems that this second account is very "unstable". It is very difficult to work in this situation.

Kind regards,

raffaella

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 : 00887824 .