Studio 2021 license deactivated itself

Question

Last week my Trados Studio 2024 and Trados Studio 2021 instances crashed the same day and both said when re-opened that the license had expired. This was false in both cases as I have perpetual licenses. For Studio 2024 I was able to reset the license as this was still visible in my profile under licenses and subscriptions, but the Trados Studio 2021 license info is no longer displayed there, which has prevented me from resetting the license and reactivating my 2021 license. This is particularly aggravating because the only reason I still use Studio 2021 is because Studio 2024 crashes 10 times a day and does not work at all for the projects from one agency (a problem which they have had reported from many freelancers). I need to have some way of reactivating my 2021 so that I can work on certain projects. I have a freelance professional license for Studio 2021 (that is, two existing licenses), one of which should be available. Thank you.

Elisa Maxim · Answer

Hi Ryan Carlson 
 In your RWS account ID 25253 you only have Trados 2024 Freelance. You switched to Trados 2024 Freelance (single user license with one activation) once you processed your upgrade from Trados 2021 Freelance Plus (which is a single user license with two activations, not two separate licenses) - your order 757940. I couldn't find any 2021 separate license. Please note an upgrade is not the same as purchasing two separate licenses. The long term functioning of the old license is not guaranteed once you process your upgrade. Your license rights only extend upon the latest version, in this case, Trados 2024 Freelance. 
 It's worth considering that with Trados 2024 you also have access to the cloud version under this link https://eu.cloud.trados.com/ which you can use from a second PC, with the following limitations: 
 - you cannot use the apps 
 - you cannot use server-based TMs 
 - you cannot open project packages directly (only through sending them through desktop first). 
 Also, as a vendor you might be interested in our subscription offer https://oos.sdl.com/asp/products/Vendor which can offer you an additional desktop activation and an included support contract. 
 For the technical issues with Trados 2024, please give us more details and we can submit a case with our technical team for you. 
 Kind regards,

Elisa Maxim · Answer

Ryan Carlson 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 : CS0029479.

Trados Portfolio > 2. Licensing and Installation

Studio 2021 license deactivated itself