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I'm using Studio 2017 and it randomly just shuts itself down without any warning. Poof and it's gone.
It doesn't happen when I'm doing a certain task in particular, just whenever it fancies apparently.
Can someone tell me why this may be happening and how to rectify it if possible?
I have been getting this problem in 3 different machines with Windows 10 and Studio versions 2017 and 2019. I just got it again, in a fresh Windows 10, 1903 install and latest Studio 2019 build. The only common denominator is Avast antivirus. At times I simply press Ctrl+Enter and it shuts down.
have you checked your RAM memory f.e. using Memtest?
Second thing - maybe it's not the right address but I'd check this. Open "Run" (use left WIN key with R on the keyboard) and type or copy&paste: eventvwr.msc and click OK. Alternatively: right-click or tap and hold the Start icon. Choose the Event Viewer.
See the logs there. Maybe you'll find something odd of any details that will be helpful in further diagnosis. Check especially windows system logs and software and services logs. The entries are in achronological order so it should be easy to find some second after encountering the problem. I don't have English windows so the names may be not 100% accurate. Sorry about that. Maybe it's not the remedy but it's worth trying.
More basic information about the Event Viewer: https://www.dummies.com/computers/operating-systems/windows-10/how-to-use-event-viewer-in-windows-10/
A support ticket isn't enough, this is widespread. Ever since the introduction of Match Repair, it has been known by at least a few of us that turning it off stops Studio crashing. I've lost count of the amount of times I've suggested it to a user asking for help with Studio freezing/crashing and it's solved their problem.
It needs elevating beyond investigating a single user's setup... that's why I tried to set up a survey 3 months ago, higher up in this thread.
All the best,
Hi Steven Whale,I can confirm that this issue is as active as ever, even with version 1524.16.93 rendering Match repair an unusable feature. Issue stops appearing when Match repair is disabled. This was tested in 3 different machines.
I wonder what is being done about this. It has been over a year.
"recommended" that a support ticket be opened. Does that mean he was expecting the users to do something? Does that mean nothing is actually being done?
Not that it matters to me, since I don't use any of the "bells and whistles" in Studio. The software is good, but in my opinion it is too risky to use anything but the core functionality. (This bug is a good case in point.)
But I am curious about what it takes for SDL to consider a bug important enough to fix.
Paul has been recommending that we not use Look Ahead for years, and now it looks like Match Repair is also unusable and might remain unusable for years.
What could SDL possibly be working on that is so critically important that major problems like this are left unresolved for years?
I work for SDL and the situation is exactly the same for us as well. We need a support ticket logged for issues that we care enough about.
Whenever we ask about issues that we cannot find in JIRA, we often get a response from Product team like this: “At the moment we don’t have an item to cover this problem.”
So, there is not one JIRA ticket talking about a particular issue, we need to log a support ticket, only then a support engineer can verify the issue and log it in our JIRA, in which our Product team keeps track of their effort. Support ticket is the official channel to Studio Product team for all users. I hope this helps.
Unknown said:What could SDL possibly be working on that is so critically important that major problems like this are left unresolved for years?
Hi Naoko Jones
I would be pleased to but I can't log a support ticket. I don't have a PSMA (or an SDL Language Solutions Support and Maintenance Agreement as I see it's now called). I used to have one but almost never used it because I tend to be able to solve my own problems. I've been using the products since they were launched, I'm a beta tester and I love troubleshooting my problems and other people's, if and when I have time.
Also, this problem seems impossible to pin down. The crashing is spasmodic, it doesn't happen every day with every project. A help engineer during one remote session would almost certainly not encounter a crash.
I could run the software until it crashes so that I can make a copy of the stack trace but it is much easier to use the solution I know will work, to avoid the crashes in the first place. Namely, I have Match Repair, LookAhead and Fragment Matches all turned off under File>Options and/or in Project Settings as a matter of course. I also stopped using the web lookup plugin.
All of this added up to two positive effects. Firstly it prevented the frequent crashes I was experiencing. Secondly, it also solved the problem of Studio being ridiculously slow with some jobs. Thus, that's how I work unless I really need to turn the functionality on, which I only do when I'm translating. I work mostly proofreading / reviewing technical translations in Studio so those features are not necessary for me until I get a translation job to do.
I work well with this setup. I would love to help find a solution to the problems that turning these features off solves, which I why I set up a poll to find out if many others also experience the same as I do. However, I can only log a request for support if I have a licensing problem or an installation problem...
I understand what you say about JIRA (though I had to look it up to find out what JIRA is) but unless you can give me a way of logging a support ticket without signing up to a PSMA, I simply can't do it...
Thank you for your message, I'd love to be able to take this further and would be happy to let someone look at my PC remotely if there's a way I can help solve this issue...
All the best
So, another problem falls between the cracks.
It looks like a problem exists, and Studio -- as it is coded -- is not providing the information needed to isolate the problem.
One might even say that the real problem here is Studio's failure to provide the information needed to convince someone to open a ticket and investigate the problem.
This might be a silly idea, but couldn't a support engineer work with a small number of beta users like Ali and give them a special version of the program that provides better information for debugging purposes?
It might take several versions to zero in on the problem, especially since it can't be reproduced at will, but without additional information I can't see how bugs like this can be handled.
The alternative is to let it fall between the cracks and hope that it disappears by itself someday -- which appears to be what is happening.
We are not trying to say that Match Repair is not at fault somehow, but it is difficult to pinpoint an issue when this affects a limited (that we are aware of) amount of users.
A number of users who have contributed to this thread, also contacted support (who then performed a remote WebEx support session).
The results were, that in one case there was an issue with the installed .NET. In two further cases the issue lag with an OS that was not updated and either an update or reinstall seems to have solved the problem. A further case saw a conflict with a plug-in.
Other logged cases with support were resolved when full admin rights were made available to the user.
We do not know at this stage if the users are still using Match Repair or not-so we can only assume the issue is fixed and would invite @Spiros Doikas and @Alison Field to log a ticket (referencing this thread).
Anything we can do to try and get to the bottom of this is surely going to be welcome from all involved.
Thank you for the information .
It is reassuring to know that SDL's team can solve problems like this -- although the fact that the problem couldn't be "pinpointed" is unfortunate.
And since I don't have a support contract to rescue me from bizarre bugs like this (who would ever think that Match Repair might be linked to program crashes), I think I will continue to avoid Studio's bells and whistles.
I am experiencing the same problems after switching from Win 7 to a new Win 10 PC. It only appears to happen while Match Repair is on.
I am the only user of this PC. My current .NET version is 4.8.03672 and no additional plugins are installed on my Studio 2017 SR1 14.1.100018.54792.
After reading this thread I am now trying running Studio with full admin rights. I hope it works, but I would be amazed that in 2 years this requirement did not emerge as such in the software documentation. Otherwise, I do not find it acceptable that I should work with March Repair permanently off. If it was impossible to fix it for 2 years, then it should be announced that Match Repair is not an available feature of Trados anymore and partial reimbursement for the unusable feature should be considered.
Hello Luca Tutino,
This thread is now 2 years old and as you can see, there are few cases reported.
It is extremely difficult for us to fix something when we aren't sure what exactly triggers the shut down and cannot replicate the behavior.
As you have stated, you have migrated from W7 to W10 so its quite possible that not everything has been updated.
Running the updates in Windows often requires more than one attempt.
Here is a useful Community Wiki on updating and troubleshooting
https://community.sdl.com/product-groups/translationproductivity/w/customer-experience/3392/how-to-part-1-trouble-shoot-unexplained-errors-and-unwanted-behaviour-in-studio-multiterm Parts 1 &2
If the problem still persists, please let us have the Windows log files as this could shed light on the issue and where there is a possible conflict.
Thank you for your reply. Unfortunately, until now, I could never find the time to complete all those steps. I can say that disabling Match Repair seemed to have fixed the problem for quite a while. Today I was working on a project where I loaded an old TM with Match Repair on and Trados Window disappeared from the screen in front of my eyes once again without any warning.
Please consider that, if one is not present in front of the screen when this happens, it is easy to think that there must have been some other cause, a wrong key press or something similar that caused Trados to close. It is likely that many experienced similar problems but, once Trados recovered from an autosave version, they did not enquire further.
I can try to send you my log files, but I am not sure how to proceed, considering that there is no error message of any sort of my screen, and I am not in a condition to stop my current project and wait for instructions now.
Can you please let me know if there is a quick way to extract and send you the relevant files, for next time?
Hi Luca,Before SDL experts reply, you can begin with checking the 'Yes, I want to join and help make Studio even better' option on the Help tab, Customer Feedback. However I am not sure what this option do. In my lay understanding, it somehow sends failure details to SDL. (Would appreciate if they explain.)