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No internet connection after upgrading from Studio 2021 to 2024

Stephan Markgraf

Hello,

I upgraded today from Trados Studio 2021 Freelance to Trados Studio 2024 Freelance.

Everything worked fine with the installation and the setup and I was able to activate it as well.

However, I am no table to log in with my account information. 

Every time I press on log in, I get the following error message:

 Cloud Sign In page with an error message stating 'Something went wrong. Please contact technical support.' and a link for 'Trouble signing in?'

I also noticed that there is no internet connection:

Connection error message saying 'No internet connection. Trados Studio requires an internet connection to sync your cloud project files. Check your network and try again.' with a 'Retry' button

I already gave permission to Studio for the firewall, but still it doesn't work.

What could be the problem?

Stephan

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[edited by: RWS Community AI at 6:14 PM (GMT 0) on 28 Mar 2025]
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  • 0

    Hi  

    Please make sure you are using the same e-mail address to log in as you used when purchasing the upgrade.

    Kind regards,

    Elisa Maxim | RWS Group

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    You've done the courses and still need to go a little further, or still not clear? 
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  • 0 in reply to Elisa Maxim

    Hello,

    Unfortunately, I do not even get to the option to put in the e-mail address.

    Once I click on log in, I get right away this error message to contact support.

    I even uninstalled and newly installed Studio 2024, but it is the same issue.

    I did check with my old Studio 2021 installation which I still have and there it does somehow work.

    Although, I have the same message regarding the internet connection.

    It is very strange.

    Do I maybe have to log out of the old version completely?

    At the moment, I cannot get any additional Apps to be installed.

    So, any help with this would be appreciated.

    Thank you,

    Stephan
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  • 0 in reply to Stephan Markgraf

    Yes, please try to log out of the 2021 version, I am surprised that it still works. After logging out, please try again.

    Kind regards,

    Elisa Maxim | RWS Group

    ___________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

    emoji
Reply Children
  • 0 in reply to Elisa Maxim

    Hello Elisa,

    Thank you.

    I was surprised as well.

    I did now log out of Studio 2021 and I opened Studio 2024 again.

    Unfortunately, I still am receiving the same message.

    I am clicking on the Sign in option in the right top corner. 

    This does open the cloud log in window.

    However, the window stays empty until the message is displayed.

    I do not have any other idea on what to do.

    I already added Studio 2024 to the firewall exceptions.

    I am a bit worried now, not being able to work anymore.

    What wonders me as well, is that I am able to activate my license, but am not able to log in.

    I really don't even see the fields for the email address and the password.

    That little window only shows up shortly with a circle turning and then again: Something went wrong. Please contact technical support.

    Regards,

    Stephan

    PS. I really do not know how to get my sentiment up. I do not mean anything in a mean or not appropriate way.
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