I purchased a new laptop. We installed Trados Studio 2019 Freelance on the new laptop without realising we needed to deactivate it on the old laptop first. We then tried to deactivate the license on both computers. Both had the same error timeout popup when we tried. We then reset the license online through the RWS Account portal and waited 30 minutes. Upon checking back on the portal after 30 minutes, the 2019 license was 'Available' and not in use.

We checked the old laptop, but it hadn't changed and appeared to be active still, as the only option we had was to deactivate. We also tried deactivating offline, but that failed when trying to create the certificate. The new laptop was exactly the same and looks active, but we could not deactivate. Checking on the RWS account portal, the 2019 license went to 'In use,' but we don't know which device it's in use on.

Can you see which computer the license has been assigned too? Or where we can check in the portal for this? Also, if we uninstall the software from the old computer, would that help with this issue?