TM not opening in Studio 2017 after SR update

Uninstalled and reinstalled SDL Studio 2017. Created new TMs. Deleted previous TMs. Reset profile to VAL 0 as advised by a website. Tried as administrator. No positive result and still unable to open a TM for my file. Original error message was XXX.sdltm could not be opened and has been disabled. Has anybody found the solution ? Thanks.

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  • 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

    Paul Filkin | RWS Group

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  • Hi ,

    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 ,

    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 ,

    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

  • In the "real" world it is quite usual to pay for a support. You buy a software as is - just read the licensing terms. But left that alone, you did not provide us here with enough information to be able to narrow down your problem.
    The main problem here is the way you communicate. Instead of clearly describing your steps taken in an ordered, systematic way, you just keep ranting. I know only one solution for people who rant as you do: put them on ignore list.
    So if you would please give us step by step systematic description of what you have done before the error appeared and then the steps to resolve it, we might be able to help. Or use the link provided by Paul.
    This way you may reach a solution, which otherwise will be far away, if you keep your ranting.

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