Update failure in Studio 2017

Question

Hello everyone, 
 
 My software has been trying to download and install its latest update for a few days, but the error message below appears: 
 
 I don't think Studio 2017 updated itself since I installed it a couple of months ago, or if it did I didn't have this error message before. 
 I read a solution in the SDL Community that involved disabling the firewall so I tried, I deactivated it while Studio was downloading the update, but the same error message appeared. Then, I tried to add Studio to the list of authorized programmes, but it still doesn't work. 
 Can someone help me? It's making my software really slow not being able to update it... 
 
 Thanks. 
 
 Am&eacute;lie

Paul · Answer

Hi Amelie Brito , 
 Can you try a repair first please. So do the following: 
 1. Close Studio 
 2. Rename this folder (put _old at the end of the folder name): c:\ProgramData\SDL\SDL Trados Studio\Studio5\Updates\ 
 3. Run a repair on Studio: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039395 
 4. Restart Studio and see if the update kicks in this time 
 If that doesn't help then please try a manual installation of the update by following the instructions at the bottom of this article: 
 https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0010156 
 Make sure you also update MultiTerm to the latest update too. 
 Regards 
 Paul

Paul · Answer

Hi Yessica Cernus , 
 
If you have correctly implemented the suggestions above and they don't help then you should log a case with our support team. For licensing or installation issues that prevent you from working we have a route for all customers to get help. This can be achieved really quickly using this link: 
 
 gateway.sdl.com/liveagentlicensing 
 
You have two options: 
 
1. Submit a case using a webform 
2. Use live chat to get a licence reset 
 
You want to use the first option. 
 
Regards 
 
Paul

Trados Studio > 1. Trados Studio

Update failure in Studio 2017