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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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    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

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    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 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.

  • 0 in reply to Jerzy Czopik
    Frankly I'm not in the mood today do deal with this clown. If a post has been opend regarding a problem SEVERAL users faced after performing the same upgrade, this is an ISSUE!!!
  • 0 in reply to Steve Erpelding
    The upgrade has been tested by several people on different computers - no one has had a similar issue. Provided, that Studio is installed on thousand of machines, and the number of people reporting an issue is limited to less than 10, statistically seen the issue - if any - is still limited.
    Again, I fully understand, that it is frustrating to loose settings. But I tried to list above, where several (nearly all) settings can be retrieved. If you consider me being a clown, than at least I try to be a helpful one.

    _________________________________________________________

    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

    Unknown said:
    Provided, that Studio is installed on thousand of machines, and the number of people reporting an issue is limited to less than 10, statistically seen the issue - if any - is still limited.

    The question is how many users actually use version 2017 and how many of them were crazy enough to upgrade...
    I can imagine that MANY people using Studio for serious business and not for being a testing rat simply disabled new version checks after seeing the number of disastrous previous releases.

    I'm sorry to say that, but the entire version 2017 is really just a series of epic fails... and the few good little things simple cannot outweigh the problems.
  • 0 in reply to Jerzy Czopik
    Well, thanks for your sharing your indepth knowledge about software development and stats (sources??). Anyway, if every one reporting issues is downtalked by people like you, no one will report them anymore and your "statics" will always end up some day.
  • 0 in reply to Steve Erpelding
    I have much more knowledge about Studio than about software development.
    Have you also lost all your templates? If not, import them and the settings you mentioned above like the order of TMs, TB settings and so on will not be lost anymore. The segmentation rules are stored in the corresponding TMs, so they won't be lost either.
    Should you miss a template, open a project with all necessary settings and build a template based on this.
    Again I fully understand your frustration, but there are ways to restore the settings faster as creating them all anew by hand.
    This is in fact the only thing I am trying to say all the time - the issue discussion is indeed superfluous here.

    _________________________________________________________

    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
    Jerzy, are you pretending you're familiar with the professional SDL Trados version?? Today I lost my complete database with all my translators data (mandatory for the setting up a SDL package) and my database with customer data (quite useful to get overviews etc) as well. Those data are gone and I lost a bunch of time and nerves. I'm not able to open a number of projects sent out to external translators. You're not helping, quite the opposite, except from repeating the very basics, there's not one single original thought in your posts that could help to solve this problem. My post has exactly two very specific purposes: a) I want to SDL to be aware of those issues and think about how they can prevent those issues in the future in the most user friendly way and b) I'd wanted to check if some one has an acutally working solution.
Reply
  • 0 in reply to Jerzy Czopik
    Jerzy, are you pretending you're familiar with the professional SDL Trados version?? Today I lost my complete database with all my translators data (mandatory for the setting up a SDL package) and my database with customer data (quite useful to get overviews etc) as well. Those data are gone and I lost a bunch of time and nerves. I'm not able to open a number of projects sent out to external translators. You're not helping, quite the opposite, except from repeating the very basics, there's not one single original thought in your posts that could help to solve this problem. My post has exactly two very specific purposes: a) I want to SDL to be aware of those issues and think about how they can prevent those issues in the future in the most user friendly way and b) I'd wanted to check if some one has an acutally working solution.
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  • 0 in reply to Steve Erpelding

    But you know you can import these data (users) from your contacts?

    Users and customers are stored in the "Projects.xml" file. If you have any copy of this file (even the corrupt one could be helpful), you will find them within the XML structure.

    Again - I know this is basic - but a backup of this file is really helpful. Thus I create a backup of it manually once a month. Of course it would even be better to backup it daily. And sorry, I cannot see how proficient you are with Studio, so I might have given you some basic advices, but I certainly did not mean to make you angry in any way.

    On top of this: I am not related with SDL in any way, so what I do here is trying to help in some "spare time". maybe I have overestimated my knowledge, so I beg your pardon.

    BTW, is your "Projects.xml" completely lost? In all your posts I only can read what information you've lost, but I still do not know, if the projects.xml is completely gone and you have no backup of it.

    _________________________________________________________

    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.