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Studio 2017 Offline Deactivation fails

María Fernanda Pignataro

Dear all, 

I need urgent help.
Studio 2017 was operating perfectly fine until yesterday. Today I cannot open the application with the following message: "Sdl.TranslationStudio.AlignmentEditor.IAlignmentEditorService'. I filed a ticket in SDL but I am not getting a response.

I have uninstalled the software and tried to reinstall but, as I cannot deactivate the previous license, I am not able to reinstall the program again. I need urgent help or will have to cancel ongoing translation projects within an hour. 
I have tried to deactivate the licence offline, but I don't know why, it does not work. I get this: "An error has occurred with your offline-deactivation. If you continue to have problems, please Please log a support request."Can anybody help me? 

There appears the message: Deactivation Initiated... but I don't get the "deactivation certificate".

Kind regards,

Fernanda
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  • 0
    Hi ,

    I'm not sure if you have been sorted yet, but if not did you try these solutions?

    gateway.sdl.com/.../communitysearchresults

    On the offline deactivation I think you are probably misunderstanding what this is for and how it works. It's not going to be appropriate for you in these circumstances anyway. If the KB article doesn't help, and if you still haven't been contacted by support let me know.

    Regards

    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

    Hi Paul! Thanks for contacting me. The Support team has helped me deactivating my license, so I am supposed to be able to reinstall Studio again. I tried to install the program I have in my computer (I still don't want to install SR1) but there appears this error message: "Service SDL customer Feedback Service" (SDL.Product Telemetrics V1) failed to start. Verify you've sufficient privileges to start system services" and another error message: Error irrecuperable durante la instalación. Error número: 1603.
    So, up to now, I was not able to reinstall Studio 2017 again.

    To answer your question: before uninstalling the program, I included an exception for Studio folder in the antivirus, and tried to "repair" in the Control Panel, but it did not work, so I uninstall the product. 

    Thanks for your concern. 
  • 0 in reply to María Fernanda Pignataro
    Hi ,

    Did you review this KB for the Telemetrics error:

    gateway.sdl.com/.../communityknowledge

    Then this one for the Error 1603:

    gateway.sdl.com/.../communityknowledge

    It feels as though you have a dodgy installation though. I think I'd do a full clean up if it was me and download and reinstall 2017 again. Maybe try the following.

    1. Uninstall Studio
    2. Uninstall MultiTerm

    Now manually delete these folders if they are still there (back up your TMs, Termbases, AutoSuggest Dictionaries and Projects first in case you make a mistake):

    c:\ProgramData\Package Cache\SDL\SDLTradosStudio2017\
    c:\ProgramData\Package Cache\SDL\SDLMultiTermDesktop2017\
    c:\Program Files (x86)\SDL\SDL Trados Studio\Studio5\
    c:\Program Files (x86)\SDL\SDL MultiTerm\MultiTerm14\
    c:\Users\[USERNAME]\AppData\Local\SDL\SDL Trados Studio\14\
    c:\Users\[USERNAME]\AppData\Local\SDL\SDL Trados Studio\14.0.0.0\
    c:\Users\[USERNAME]\AppData\Local\SDL\SDL MultiTerm\MultiTerm14\
    c:\Users\[USERNAME]\AppData\Local\SDL\SDL Trados Studio\14\
    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\14.0.0.0\
    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL MultiTerm\MultiTerm14\
    c:\Users\[USERNAME]\Documents\Studio 2017\Project Templates\
    c:\Users\[USERNAME]\Documents\Studio 2017\Projects\projects.xml

    I think that's about it for a clean install. Then reinstall.

    If you still have problems after this I'd recommend you log another ticket with support so an engineer can look at this for you. This is clearly an installation problems and 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:

    http://support.xl8.one

    Just fill in the form and submit it. Make sure your email address is entered correctly or nobody will be able to get back in touch with you.

    Regards

    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
    Hi Paul.
    I have tried everything you mention here. I have uninstalled everything related to SDL, fresh- downloaded Studio 2017 SR1 and unfortunately installation failed with the same error message as above. I have logged an new support ticket (Case No. 00307829).
    I guess I need a lot of help here. Besides, I am not very techie, just an old-fashioned translator from the IBM typewriter ages.
    Thanks for your help.
    Fernanda.
  • 0 in reply to Paul
    Dear Paul,
    Finally, I was able to install Studio 2017.

    I downloaded and installed a group of Windows (7) updates related to Net Framework and some other updates for Win 7, and successfully and smoothly installed Studio 2017 as Administrator (right-click). Well, that's all. I guess I may have omitted installing some Windows updates (which were not marked as important) that were essential for running Studio. At least, this worked for my case :)

    Thanks for your help.
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