Hi Patrick Bouteculet,

Paul has given you the answer to find a solution that should be fastest in achieving resolution.

Do follow his advice and fill out the form via the 'Submit a case' button. Most important is to enter your email address accurately so that someone can get back to you, and they will soon. The last time I had to use this method, a solution was found before the end of the day.

Even experts are dumbfounded sometimes, because each computer setup is different, depending on which other software is installed, system settings and other unexpected elements such as the results of Windows or other updates.

It would be good if you posted the solution that the support team find here, so that others can learn from it.  Also tick Paul's answer as correct because it is a very useful link that can find resolution to a whole range of problems.

All the best

Ali :)

Hi again, Patrick Bouteculet,

Jerzy's right, the team at SDL support are the best people to contact. They will happily help you very quickly.

If you want to go straight to the form, go here:

https://gateway.sdl.com/webtocase

Seriously, it takes minutes to fill out the form and the support team are the most experienced troubleshooters of all and will undoubtedly help you quickly. They will get back to you by email quickly and ask you relevant questions to understand your case. If necessary, they can link to your computer (with your permission, by sending you a link to click) and find out precisely what is wrong AND solve it for you. Please go to them for help. Head office aren't equipped to deal with specific troubleshooting but the support team are.

I do hope you do this and that your problem will be resolved, I know how frustrating it is to go round in circles trying to find a solution.

All the best,

Alison :)

Unknown said:

I also sent a request to the "support team", I am told I have to pay for a problem created by the SR update.

This is nonsense if the problem was caused by an update.  Please send me a copy of the communication you have had with Technical Support where they told you that you will have to pay for this.  You can email me at pfilkin@sdl.com  If the problem has been caused by the update then we will always help you with or without a support contract.

Thank you

Hi Patrick Bouteculet,

I wasn't suggesting you give 'kudos' to anyone, but simply help for others with similar problems.

To answer your second point regarding paying for help, the link that Paul and I gave you leads to a specific form that will be read by a support team who provide FREE help only for licensing and installation issues. As your problem happened after installing Studio and is preventing you working normally, you need to include those facts when you ask for help via the form at https://gateway.sdl.com/webtocase. Then they will help you with NO charge. I'm sorry if we didn't explain that to you precisely enough but it does say at the top of the form '...If you do not have an active support contract and would like to contact support for issues other than installation and licensing then you can purchase a support contract...' which means the form is for free help for licensing and installation problems only.

Regarding your final sentence (thanks for the giggle [;)]), actually I'm not an SDL employee and nobody pays me when I try to help users to find solutions without having to go to the expense of a support contract. I'm just a long-term user of Studio and MultiTerm who enjoys helping other users, just like many of the others who help people, such as Nora and Jerzy.

When I do post and share solutions to others' issues with Studio or MultiTerm, I certainly don't do it just for 'kudos' though I must admit it gives me a buzz [:D]. I do it to help others with similar problems to find a solution as quickly as possible. So, finding solutions unpaid is its own reward and what's more it helps me grow in knowledge myself because, like all other 'expert users', I don't know everything and I wish to keep learning.

Please try to accept that all of we who have replied to you only want to help and if you just answer the questions we ask you, we would be more likely to be able to help you. We can't see what is on your computer and we can't guess what else is happening that could be triggering your problem.

So, please try that form telling them that your problem happened after installing Studio 2017 and is preventing you from working normally. They will then look at your issue free of charge.

Have a good evening,

Ali [:)]

Hi Paul Filkin,

So sorry!!! I hadn't seen your reply of 7:13 pm when I started composing the one I have just posted.

I presumed that Patrick had contacted support without mentioning that it was an installation issue... So many posts to read, I forgot or didn't read that he'd mentioned it was the SR.

Hi Patrick Bouteculet,

If you have emailed Paul already, just ignore my post... he probably will be able to get you help even more quickly than if you follow my advice on how to use that form...

All the best

Alison