cancelling the Trados 2017 purchase

Question

Hello, 
 I have bought the Trados 2017 license for my expiring Trados 2017 trial but it seems the software won't launch/open every time I click on it on my laptop, while I have a project deadline coming very shortly. So I decide to cancel the purchase because there's no possibility for me to extend the deadline of the project and I have lost the potential earning with the values nearly twice of the Trados' license price as well. I will probably buy the latest version of 2019 instead as soon as it gets released through a translator's group at a cheaper cost. 
 Would you please help me in getting my refund of the purchase since I have lost a lot money from this? 
 Thanks for your help! 
 Kind regards, 
 Dina

Paul · Answer

Hi Mardiana Dina , 
 
If you just purchased 2017 from your expiring trial then you have already purchased 2019 since you'll receive this at no additional cost given the proximity to the release date. 
 
Perhaps it's worth trying to figure out where your problem is coming from first. I'd start with a reset. You could use this app for the reset and this will also explain what you will lose by carrying out a reset before you do it: 
 
 appstore.sdl.com/.../ 
 
But if you'd rather do this manually then rename this folder (just add _old to the end or something, it's not important what you rename it to) and restart Studio: 
 
c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\14.0.0.0 
 
So the path would become this: 
 
c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\14.0.0.0_old 
 
If you can't find this folder then you need to unhide your hidden files/folders: 
 
 www.howtogeek.com/.../ 
 
If that doesn't help then log a case. 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: 
 
 gateway.sdl.com/liveagentlicensing 
 
You have two options: 
 
1. Submit a case using a webform 
2. Use live chat to get a licence reset 
 
You want to use the first option and make sure that you refer to this thread so the teams can see what you have tried already. 
 
Regards 
 
Paul

Lydia Simplicio · Answer

Hello Mardiana Dina , 
 
You can download and install the software as often as you wish on to a Microsoft/PC based machine. 
If you no longer have access your computer to be able to deactivate the license, you can reset this yourself, by accessing your account/Licenses and then clicking on 'Return License'. 
 
We would not recommend installing (even if it were possible) Studio on a 'tablet' (Galaxy/iPAD etc.) as these are too small to work with and much of the display would be taken up with the 'keyboard'. 
Based on user comments and experience, you would need ideally a screen size of 14" or more with an external keyboard- 
 www.sdltrados.com/.../system-requirements.html 
 
Hope this helps.

Alison Field · Answer

Hi Mardiana Dina 
 If you look back to the message posted by Paul ( 8 Jul 2018 12:14 PM ) you'll see instructions for contacting licensing and installation support. To make it easier, here's what he said: 
 Unknown said: 
 If that doesn't help then log a case. 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: gateway.sdl.com/liveagentlicensing You have two options: 1. Submit a case using a webform 2. Use live chat to get a licence reset You want to use the first option and make sure that you refer to this thread so the teams can see what you have tried already. 
 
 If there is someone present to help you via live chat they will sort it out for you straight away. 
 There are two buttons. If the right-hand button looks like this: 
 
 ...then click on this button: 
 
 Fill in the form and make sure you give them your email address so they can contact you. 
 If you select 'Licensing' at the appropriate place in the form, they should get back to you within 24h. 
 All the best! 
 Alison

Trados Studio > 1. Trados Studio

cancelling the Trados 2017 purchase