My old laptop is on its last legs, so I've had to buy a new one. I have Extra Activation, but Studio won't let me use it on my new machine. It also won't let me deactivate my licence on my old machine - either online or offline. I can see that a lot of people are having the same issue. I've tested my internet connection: it passed the test with flying colours. I have spent all day trying to wade through the mass of information online (provided by RWS) but nothing works. I really need help :(.
Just to let anyone know who is in this situation. I've managed to do this now but it's tricky. It involves switching back and forth between the online account and the software itself!
Not only it is tricky but goes beyond any comprehension. I attempted many times to go through the procedure but it is written to get people stuck. The Studio is expensive to purchase and yet isung all my wits I cannot go through and understand the procedure to retrieve license (even the other one since I have two liceses for SDL 2019. When I try to contact SDL https://www.trados.com/contact-us/or at trados@rws.com it tells me go home. There is no way to submit a ticket. Could anyone give me some straight forward instructions on how to retrieve the activation when I unexpectedly had to fix laptop after spillage and did not deactivate the product. Anyone, or SDL Help Team?
Please create a separate thread so I can submit a ticket for you. You cannot submit tickets directly. Also, please note we are not available on weekends.
Kind regards,
Elisa Maxim | RWS Group
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Hi Sarah Davies
This has been handled here RE: Deactivating Studio 2019 freelance
Kind regards,
Elisa Maxim | RWS Group
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Hello Peter Gladysz ,
First basic rule for a quiet use of SDL Trados Studio (any version!): avoid drinking coffee (even an espresso) while typing a translation.
Best regards.
Gérard
Just to clarify the response from Elisa. We have an automated solution for converting a thread to a support case when needed. But that means one thread per case. So when you piggy back on someone elses question we are unable to create the ticket for you because it will always be created for the original poster... who wasn't you.
So if you create a new thread in this forum with the details of what your problem is... since you only explained how you were unable to find out how to get help and not why you specifically need it, and then if needed we can create the ticket for you. Normally, when we don't have discussions about how to do this the whole process is quite fast :-) I guess you missed the support section when you looked in the Trados website?
I also wanted to check your licences in case there was something you could do without needing a ticket but I don't find you in our system. So create a new thread and we'll take it from there.
Paul Filkin | RWS Group
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My fault I couldn't find you... included a space when I copy pasted your name. Since you haven't created a new thread yet I'll just note the following:
If you're still stuck after that you will need to create a new thread as you have already been advised.
Paul Filkin | RWS Group
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