Dear Trados Support Team,

We are experiencing an issue with one of our Trados Studio 2019 licences and would like to request your assistance with its deactivation.

On this particular licence, we encountered problems when working with Excel files after receiving a translation package. To resolve this, we attempted to deactivate the licence, which initially succeeded. We then uninstalled and reinstalled Trados Studio; however, after the reinstallation, the software was not a clean installation — all previous activation data and settings remained as if it had never been uninstalled.

At present, our Trados account shows that the licence is not activated, but we are unable to deactivate it directly in Trados, as the following error appears:

Deactivation failed, check the activation server address.

We kindly ask you to manually deactivate this licence in the Trados platform so that we can perform a proper reinstallation and reactivation. Please let us know if you need any additional details such as the licence number or a screenshot.

Thank you in advance for your assistance.

Kind regards,

Andrea