Hi Kaori, 

I have emailed you from the chat Trados Team in reply to the chat you opened, we don't have a Japanese-speaking person but if you provide the details I asked in my email, we can help further. Thank you.

Kind regards,

Anca 

Hi Kaori, I am opening a case for you, the team will contact you via email. It would have helped if you mentioned at least what issue you have. Nevertheless, I 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 : CS0018199.

Dear Anca,

Thank you for your anwser.

I already solved by myself this matter.

Thanks again.

 Regads,

Kaori

Hi Kaori,

Thank you for letting us know.

Just a small note, if you have the latest edition of Trados you can purchase a Technical Support and Maintenance Contract and you can raise a support case yourself from your account and the team covering your area is going to assist you in Japanese.

https://www.trados.com/support/support-and-maintenance/

Otherwise, non-paying customers can post here on the Community forum with details about their issue (or come to the Trados live chat) and if it cannot be solved by an article from our Knowledge Base, we can then open a case from the Community page which goes to the technical support team.

I hope the procedure is clear, we don't have emails or phone numbers for the support team for the customers who do not have a paid Support contract. But posting here on the Community is free and as I mentioned above, we can open cases if the situation cannot be solved by the troubleshooting articles we already have available on our KB page:

https://gateway.rws.com/

I wish you a great day! 

Kindest regards,

Anca