Impossible activate and deactivate license in Trados Studio 2019, in my account the product appears as activated, but Trados Studio ask me for activation

Question

My Trados Studio is not functioning well, it gives me a lot of errors and I had to reinstall it various times in these months. Today I tried to repair it and now it ask me for activation, but in my account the licence appears as activated. I can't activate and disactivate the product online or offline. In the account I can't realize deactivation because in the product is not activated, I can't restart my license because I've restarted the license 3 times this year for the same problem. I can't use the program and I have to deliver some translations today.

Anca Stoian · Answer

Valeria Tardi 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 : CS0048202.

Anca Stoian · Answer

Hi Valeria Tardi 
 I have opened a case with the technical team so they can reset your license. 
 Now, since you have an older version - which is also no longer supported technically, issues may appear depending on the computer environment you are using - we advise using offline activation for Trados 2019. 
 Also, what Windows are you on? This may also affect the functioning of Trados 2019 - if you are on Windows 11 please note that Trados 2019 was not tested on Windows 11 so it may not behave properly. 
 If you have Windows 11 try these steps after the license is reset by the technical team : 
 In Windows search bar type "Device Manager" and open it and then go to: Network Adapters - Action - Add Legacy Hardware - Install the hardware that I manually select from a list - Network adapters - Choose a network adapter (Microsoft > Microsoft KM -Test). 
 And then use offline activation to activate Trados. 
 Best regards, 
 Anca

Anca Stoian · Answer

Hi Valeria , 
 You did not mention what Windows you have but if it's Window 11, please do try the troubleshooting I indicated above, which "downgrades" the software to legacy. 
 As for upgrading, unfortunately the upgrading path for Trados 2019 was closed last year - there were quite a few campaigns and promotions for it. 
 You can consider however a subscription plan for Trados - https://www.trados.com/pricing/freelance-translators/ 
 With the subscription you are always on the latest edition of Trados. If a new version is released and you have an active subscription, you receive the upgrade for free. 
 Best regards, 
 Anca

Trados Portfolio > 2. Licensing and Installation

Impossible activate and deactivate license in Trados Studio 2019, in my account the product appears as activated, but Trados Studio ask me for activation