Dear Vlad,

Thank you for your assistance. Unfortunately, the situation remains the same.

In the Trados application, the licence is still shown as activated and cannot be deactivated — the same error message appears:

Deactivation failed, check the activation server address.

However, in our online account, the licence status shows In Use: 0 and Available: 1. I can attach screenshots illustrating both the error in Trados and the licence status in our account.

The main reason we need to perform this deactivation is that, on this particular licence, we have encountered problems when working with Excel files after receiving a translation package. When exporting or finalising a project containing Excel files prepared under this licence, the application returns the following error:

Filter definition 'Excel 2007 v 2.0.0.0' not found or could not be used to construct a generator.

As a result, it is not possible to export such files. We have to re-add them under another licence and process them again through the translation memory, but the match is of course not 100%, which disrupts our project workflow.

To resolve this, we initially attempted to deactivate the licence, which succeeded at first. We then uninstalled and reinstalled Trados Studio; however, after reinstallation, the software was not a clean installation — all previous activation data and settings remained as if it had never been uninstalled.

Could you please check this again and advise how to proceed?

Thank you in advance for your help.

Kind regards,
Andrea