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SDL Studio just reset all my settings and deleted my projects, now I cannot even open the project I was working on any more: "An error occured whilst trying to determine the file version" (Auto-Update failed and rolled back)

Patrick Mayr

SDL Studio just reset all my settings and deleted my projects, now I cannot open the project I was working on any more: "An error occured whilst trying to determine the file version" (Auto-Update failed and rolled back)

No system crash, Auto-Update started and then said it cannot start something like "product telemetrics service - Do you have enough system priviledges" (yes I do, full access administrator account, but I remember renaming the telemetrics folder once because I hate intrusive software running in the background when the program is not being used - SDL support told me there is no problem in renaming the SDL telemetrics folder at that time).

Auto-Update could not finish and I had to click cancel. Now I cannot open my project anymore.

 

I obviously need to finish the project and want my settings back - how?

Also: How can I update?

Also: For some reason the TM I had used was not updated and now even creating a new project will not re-translate the project. Whichever segment I open I get: no matches found, even though I just translated this yesterday. SDL Trados Studio deletes my projects automatically and doesn't let me re-open it? I can't even close my mouth yet...
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  • 0

    Hello Patrick Mayr (PatrickMayr),

    I am wondering whether you still have Studio 2015 installed

    Unknown said:
    said it cannot start something like "product telemetrics service

    and therefore when the update was run, this has caused a conflict.

    Resolution

     

    Solution 1: Install SDL Trados Studio (for update/upgrade) with Run as Administrator 


    To ensure that necessary services can be installed and started you require administrative rights. Therefore when installing a new version of SDL Trados Studio and/or want to install a Cumulative Update or Service Release, preferable start the installer (or Studio) with a right-click and selecting Run as Administrator.

     

    Solution 2: Rename the "Telemetrics" folder

     
    1. In the File Explorer go to
      • on 32bit OS: C:\Program Files\Common Files\SDL\
      • on 64bit OS: C:\Program Files (x86)\Common Files\SDL\
    2. Rename the folder Telemetrics to Telemetrics_OLD
    3. Open the Control Panel:
      • Windows Vista/7: Start > Control Panel > Programs > Programs and Features.
      • Windows 8/10: Right-click on the screen at bottom-left corner and choose Control Panel > Uninstall a Program.
         
    4. Click to highlight the damaged SDL Trados Studio version and click Repair.
    5. Restart Studio.

    Once you have run the above solutions, please try and now open the projects - or recreate them.

     

    Does this now work for you?

    Lydia Simplicio | 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 Lydia Simplicio
    Dear Steven

    Thank you for the answer!

    I am sorry to say, I didn't have the time to wait for it. I uninstalled Studio, downloaded it, reinstalled it, waited for the update to happen and then had to retranslate the project. (The sdlxliff file was corrupt and the TM had automatically been set not to update - don't know why).

    I do not have Studio 2015 installed. But this shouldn't be a problem, right? According to the SDL homepage these two products can be run side by side.

    I did not start the installer/updater - SDL Trados Studio did this. So if it doesn't do this with administrative rights the user cannot do anything about that.

    I have a 64-bit OS but the Telemetrics folder is still in the folder "Program Files (x86)\Common Files\SDL" ... Thanks for that, by the way. Here is my renamed Telemetrics folder which was the reason the update failed. The advice (I received before in another post about this topic) that renaming the telemetrics folder which contains the services which constantly run on my computer - probably sending data about my computer usage to SDL? - even if I hadn't run Trados in years isn't a problem, is only valid until SDL Trados Studio auto-updates. Then it causes a major problem. I will still rename it again as I do not see why Trados should use my memory and battery and collect data while Trados is not running.

    I am now nearly back to normal usage but my settings were gone - I am still in the process of finding all my customizations and setting them back. But my project was lost, I had to do it again. And I had to uninstall and reinstall. And even though I downloaded the "latest" version Trados still had to update right after the download to the "latest, latest" version, which this time (after uninstalling) worked fine. From now on I will have to check the TM update settings every time I create a project or template so it doesn't automatically set itself not to update the only TM used in the project!

    Thank you again for these proposals, maybe my "story" helps to improve Trados so it doesn't cause such things to happen to a user who didn't do anything wrong.

    Best regards
    Patrick
  • 0 in reply to Patrick Mayr
    I experienced exactly the same issue today. I lost my work of the last two days.
  • 0 in reply to Steve Erpelding
    Hi Steve,

    Can you provide more details please? Did this happen when you tried to upgrade to CU9 using autoupdate? What version of Studio do you have?

    Thanks,

    Cristina Nistor| Product Owner | SDL

  • 0 in reply to Steve Erpelding
    Most probably your file *.sdlproj is corrupt. Your work is certainly not lost. It is in the TM you used and in the SDLXLIFF files in the project folder itself. To recover in case the project file itself is corrupt, create a new project using the same TM and taking the sdlxliff files from the target folder in the problematic project. All translations done until the reset will be there.

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.

  • 0

    Hi Patrick, Steven, Paul, etc.

    I had the same error message yesterday evening when I tried to start editing a new sdlxliff from a client and thought I should share some of the details of my experience.

    At first I thought it was a corrupt sdlxliff file and, in fact, I sent an email asking the client to send another sdlxliff file.

    Then I noticed I could not open any files in any projects. Files in projects that I had already started translating gave me the same error message when I tried to open them.

    I closed Studio (2017, fully updated, running under Windows 10, fully updated) and rebooted my computer.

    After rebooting, I could open any of my files, including the new file from my client and the other files that had given me the error message.

    To me this means there was nothing wrong with the sdlxliff file or the sdlproj file, just a sudden unexplained internal error in Studio.

    I did nothing that could have caused the error. No auto-update of Studio occurred. No update of Windows took place. I had just finished translating a project and was about to start translating a new project that I had created earlier in the day.

    Best regards,
    Bruce Campbell
    ASAP Language Services
  • 0 in reply to Cristina Nistor
    Hi Christina,

    yes, it was the CU9 update and I use autoupdate in SDL 2017 pro. All my projects disappeared and I have to add them manually. The last one I worked on doesn't open anymore and I had to recreate it. All my user settings/preferences have been overwritten as well.
  • 0 in reply to Steve Erpelding
    Didn't you store your user profile? Bad... So do that now - just in case. Make a backup of it for future use. Also keep a daily backup of your projects. This way you will be protected.

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.

  • 0 in reply to Jerzy Czopik
    Hi Jerzy,

    true, copying sdliff files is always the last ressource, but as you may know, reconfiguring Trados from scratch (fonts, layouts, databases with translators and customers, specific customer settings incl. implementation of quality templates, adding tms and tbs, setting priorities for memories and termbases over others, configuring segmentation rules, etc.) is quite time consuming and I guess it's worth comunicating those issues. Our business is fast paced and downtimes are not very welcome.
  • 0 in reply to Steve Erpelding

    Templates are stored here: ...Documents\Studio 2017\Project Templates - you can just import them after reconfiguring Studio. The reset via deleting the setting files described here gateway.sdl.com/.../communityknowledge does however NOT delete the templates. It does also not harm other user settings, stored in the profile.
    The reference to the templates is stored in the Projects.xml - so the only reason to loose your template connection is corrupted Projects.xml.
    As I know the Projects.xml is quite fragile, I keep only the necessary projects listed there. All finished projects are removed from there. Since I do this, my Projects.xml did not corrupt anymore - at least within the last 2-3 years.
    QA settings can be exported and imported, but are usually stored in the templates. So if you have your templates there, just IMPORT them - if Studio finds those in the said folder, it may already list them in Setup -> Templates, but these templates will cause errors. The way to avoid this is removing them from list and using the import feature.
    Configuring segmentation is not necessary even if all other settings are lost - this settings are stored in the TMs.

    TBH, there are no "issues" in this respect. Sh... happens sometimes, but it is not so often, that one should expect SDL to communicate something here. Even more, what should be communicated? That you need a backup of your settings? Sorry, this is obvious and does apply to all settings - for Studio as well as for Word and so on. That backup of files is recommended? It is recommended... at any time and regardless the use of Studio.
    Please do not get me wrong - I fully understand, that having lost the settings is frustrating, but this really does not happen on daily basis. Not when updating Studio, usually even not then, when you upgrade. As I do a lot of testing, I have to uninstall, reinstall or reset the software quite often - but I really do not lose my settings that often.

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.