Hi Joanne pacini 

Please try to reset the license from your RWS account: RWS Account, and activate the license again following these steps: How to activate your Trados Studio perpetual license offline

Kind regards,

Hi Ana,

I followed the instructions in the video but did not proceed beyond the point where it says to click on "Can't activate online...." because this is what it says on my screen:

Thank you in advance for your help!

Joanne

Joanne pacini 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 : CS0020830.

Thank you very much! How do I know if I have a support contract with you? I know I once had one but not sure if it renews automatically. 

Joanne Pacini

Hi Ana Sabo ,

I've exactly the same problem. I followed the video as well, but received the same message as Joanne. Can you log a support case for me as well?

Thank you!

-Geertje

Hi Geertje Teunissen 

Have you tried clicking on Reset license? For details please see https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0038545

If you already tried that, please create a separate post so that we can submit a case with our technical team for you.

Kind regards,