Bill Baston 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 : CS0047599.

Thank you for your reply. I would appreciate some quick support as I have two RWS deadlines to meet in the next few days and would not like to miss them through no fault of my own. 

Hello Bill Baston 

Thank you for your feedback and I am sorry for this situation. 

We've checked your specific account based on the opened case, and the last time the error was encountered for your account was 1h and 30 minutes ago, arround 1:16 UTC - London time. 

Let me know if you have tried using Trados Studio with the subscription in the last 30 minutes. 

Also please check your email inbox for the messages from our Support system. 

Kind regards, 
Radu

Hello Bill Baston 

Thank you for your feedback and I am sorry for this situation. 

We've checked your specific account based on the opened case, and the last time the error was encountered for your account was 1h and 30 minutes ago, arround 1:16 UTC - London time. 

Let me know if you have tried using Trados Studio with the subscription in the last 30 minutes. 

Also please check your email inbox for the messages from our Support system. 

Kind regards, 
Radu

Thanks for your help. This now seems to be working, but, as a general point, I sometimes get this error message although I only ever use Trados on one machine. I can normally fix it (until today!) by deleting devices, but why should I receive this message in the first place as one user on one machine? Is there any way to prevent this from happening repeatedly?

Hello Bill, 

Thank you for your confirmation. 

The issue is sometimes caused by one of the online services that the cloud subscription system is using. We are working to improve the performance of the service, so it is more stable and such errors are not encountered anymore. Unfortunately, there is not much you can do, except try to remove the active computer from the Devices and users menu, as it can sometimes get stuck. If that doesn't work, you can then try to get in touch with us, via Community or Live Chat, so we can investigate your specific account. 

However, our objective is to have as little as possible of such errors reported by users, so hopefully you should not receive this anymore. 

Thank you for your understanding. 

Kind regards, 
Radu

HI Radu,

Thanks for the explanation and your prompt assistance with this issue. Let's hope it stays fixed for a while!

Kind regards,

Bill