Unable to launch Trados Studio 2024

Question

Hello, 
 One of our team members has been unable to launch Trados Studio 2024 for some time now, would it be possible to help? 
 They originally posted here with the same query, but we didn't receive any emails from the technical team, so we are posting again using the main license account. 
 The issue is: 
 User hasn't been able to open Studio 2024 for several weeks. The launcher starts the application but when the "Loading Files..." message appears on the start-up window, the window shuts down without displaying the app. 
 The user followed the steps gathered in the same question posted here ( Cannot start Trados Studio 2024 after reinstallation ) but none of the steps mentioned there worked on their side. 
 Could you please check and advise? 
 Thank you in advance!

Anca Stoian · Answer

Hi Chlo&eacute; Shardlow , 
 Our technical team tries quite a few times to contact the customer when a case is opened and they close it when no reply is received. 
 Which case are you referring to that you were not contacted? 
 Kind regards, Anca

Anca Stoian · Answer

Thank you for sharing that. 
 The customer has been contacted sever times but the colleagues from the technical team did not receive any reply for any of the two support cases that were opened. They contacted Paola at the email she used in Community. I'll open a new one linked to your email from community. 
 Perhaps Paola's email redirected the tech emails to Spam or restricted them somehow, but the colleagues wrote to her several time on both tickets. 
 I advise you when you need to have a technical ticket opened to use the Community profile linked to the company emails of the RWS account - since from what I can see in the system, you communicated successfully with the tech team some months ago. 
 Kind regards, 
 Anca

Anca Stoian · Answer

Chloé Shardlow 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 : CS0034435.

Trados Portfolio > 2. Licensing and Installation

Unable to launch Trados Studio 2024