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Trados Studio 2017 keeps crashing sometimes giving this error message: "Cannot validate SDL plug-in: sdl.desktop.platform.implementation....................dll

Andries Conradie

I am not sure whether the other instances referred to here are relevant in my case... Could it be that recent (yesterday) Windows updates caused this issue and how do I resolve the matter? I am in the middle of an important assignment. Thank you kindly.

André
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  • 0
    Hi ,

    I'd try a reset first as this often cures a multitude of ills. Rename this folder (just add _old to the end or something, it's not important what you rename it to) and restart Studio:

    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\14.0.0.0

    If that doesn't help then log a case with the 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

    Paul Filkin | RWS Group

    ________________________
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    You've done the courses and still need to go a little further, or still not clear? 
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  • 0 in reply to Paul
    Hello Paul,

    I am using Studio 2017 on Windows 10.

    Under normal use, the software crashes several times per day at unpredictable intervals, giving one of several error messages (see below). The software also crashes every single time I leave it open but unused for more than a few minutes, giving one or another of the same error messages. I have already tried resetting it as suggested by renaming the folder "c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\14.0.0.0" and restarting Studio, but this has not helped.

    My attempts to find a solution have only led to SDL informing me that I have to buy a support package for over €170. I find it hard to believe that a reputable market leader like SDL would stoop to charging its clients (heavily) for helping them to resolve problems that are clearly not due to improper or incompetent use, but to defects or shortcomings in the product. Accordingly I hope that another way of resolving this will be found.

    The error messages are as follows:

    Error message 1:
    Cannot validate SDL plug-in:
    Sdl.Desktop.Platform.Implementation.Exceptions.FilteredExceptionFilter, Sdl.Desktop.Platform, Version=5.0.0.0, Culture=neutral, PublicKeyToken=c28cdb26c445c888 : C:\Program Files (x86)\SDL\SDL Trados Studio\Studio5\Sdl.Desktop.Platform.dll

    Error message 2:
    An error has occurred on the script on this page.
    Line: 1
    Char: 1
    Error: Failed to load project from 'C:\Users\User\Documents\- - Translations\C\Cogen\2018 02\MRR18001\p\MRR18001\MRR18001.sdlproj':
    Exception of type 'System.OutOfMemoryException" was thrown.
    Code: 0
    URL:
    Do you want to continue running scripts on this page?
    Yes/No

    Error message 3:
    Runtime Error!
    Program: ... (x86)\SDL\SDL Trados Studio\Studio5\SDLTradosStudio.exe
    Abnormal program termination

    Error message 4:
    Exception of type 'System.OutOfMemoryException" was thrown.
  • 0 in reply to Mark Bossanyi
    Hi ,

    I don't know where you asked, but the problems you are portraying seem to me to be problems that we need to help you resolve, and this does not mean taking out a support contract. But let's take your error messages one at a time first.

    Error message 1:
    It's helpful to know what you are doing when this occurs, but there are three KB artiucles related to this message. Please take a look and try the suggested solutions:

    gateway.sdl.com/.../communityknowledge

    gateway.sdl.com/.../communityknowledge

    gateway.sdl.com/.../communityknowledge

    Error message 2:
    Again, helpful to know what you are doing at the time. Try these:

    gateway.sdl.com/.../communityknowledge

    gateway.sdl.com/.../communityknowledge

    gateway.sdl.com/.../communityknowledge

    Error message 3:
    Sounds like an installation issue. I know you've tried the repair, but I think I'd redownload the installer from your account, uninstall the existing one, clean up the folders you did before and then reinstall.

    Error message 4:
    Seems like one of the solutions for Error message 2 might help.

    If none of these help you then you must log a case and make sure you refer to this thread and the things you have tried already. If you drop me an email after logging the case, pfilkin@sdl.com, then I can follow it up for you, but I'm sure that the support team will help with this without you having to purchase a support contract.

    I often wonder though, why don't translators purchase a support contract? I'm not saying you have to, but I think that when you have a piece of software that is business critical, and as a translator Studio would qualify I think, then it makes sense to ensure that you can get guaranteed help for any problem, whether it's the softwares fault or not. It also means it's easier to plan for your annual expenses since you pay the same fee every year and in addition to support you also get every update, so you no longer need to worry about upgrade costs when a new release comes out. Just seems to make sense in my mind.

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul
    Hello Paul,

    Many thanks for your reply and sorry about my delayed response. I'm afraid I didn't get anywhere with your suggested solutions, but have discovered that the problems cease to occur when I deactivate Web Lookup. This is a pity, as Web Lookup is a very useful time-saving tool. If you have any suggestions about how to remedy this, I would be very grateful.

    With regard to your question about why translators do not purchase a support contract: in principle, doesn't this support package policy amount to SDL being rewarded with at least €170 per user for skimping on software development and putting the onus of finding and flagging up defects and compatibility issues onto the user at the expense of the user's time and energy? Is this not an incentive for SDL to put out a sub-standard product? And does it not provide SDL with free credit at the users' expense for subsequent product releases?
  • 0 in reply to Mark Bossanyi

    Hi

    Unknown said:
    I'm afraid I didn't get anywhere with your suggested solutions, but have discovered that the problems cease to occur when I deactivate Web Lookup. This is a pity, as Web Lookup is a very useful time-saving tool. If you have any suggestions about how to remedy this, I would be very grateful.

    Make sure you have the latest version installed as the developer fixed many things related to memory problems in the latest versions and also provided an additional option to handle problems with some browsers.

    Unknown said:
    in principle, doesn't this support package policy amount to SDL being rewarded with at least €170 per user for skimping on software development and putting the onus of finding and flagging up defects and compatibility issues onto the user at the expense of the user's time and energy? Is this not an incentive for SDL to put out a sub-standard product? And does it not provide SDL with free credit at the users' expense for subsequent product releases?

    You could look at it like that, but I wouldn't.  This is what happens for you if you have a support contract:

    • you have access to technical support for any technical question, or problem, and have a guaranteed response
    • you have the ability to get telephone support for any technical question
    • you get free upgrades to the latest version of Studio, and not just cumulative updates
    • you know exactly what you pay every year as part of your business expenses as opposed to paying more than this for an upgrade when we release a new version

    This is what it means for us:

    • we have to pay for a technical support team able to support users around the world
    • the better the product the less resource we have to pay for and the more profit we can make

    The very idea that asking users to pay for a support contract means we can ship sub-standard product is.... well, perhaps not a good one.

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

Reply
  • 0 in reply to Mark Bossanyi

    Hi

    Unknown said:
    I'm afraid I didn't get anywhere with your suggested solutions, but have discovered that the problems cease to occur when I deactivate Web Lookup. This is a pity, as Web Lookup is a very useful time-saving tool. If you have any suggestions about how to remedy this, I would be very grateful.

    Make sure you have the latest version installed as the developer fixed many things related to memory problems in the latest versions and also provided an additional option to handle problems with some browsers.

    Unknown said:
    in principle, doesn't this support package policy amount to SDL being rewarded with at least €170 per user for skimping on software development and putting the onus of finding and flagging up defects and compatibility issues onto the user at the expense of the user's time and energy? Is this not an incentive for SDL to put out a sub-standard product? And does it not provide SDL with free credit at the users' expense for subsequent product releases?

    You could look at it like that, but I wouldn't.  This is what happens for you if you have a support contract:

    • you have access to technical support for any technical question, or problem, and have a guaranteed response
    • you have the ability to get telephone support for any technical question
    • you get free upgrades to the latest version of Studio, and not just cumulative updates
    • you know exactly what you pay every year as part of your business expenses as opposed to paying more than this for an upgrade when we release a new version

    This is what it means for us:

    • we have to pay for a technical support team able to support users around the world
    • the better the product the less resource we have to pay for and the more profit we can make

    The very idea that asking users to pay for a support contract means we can ship sub-standard product is.... well, perhaps not a good one.

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

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