Hello Marie Schuermans ,

I think a little more detail would be helpful.

Is the error message popping up after opening the document? or when you are trying to confirm a segment?

What is the actual source file type?

Is the file a single file translation or dids you receive this as part of a project package (PPX)?

This article also explains the sort of information that can help resolve an issue

https://community.sdl.com/product-groups/translationproductivity/w/customer-experience/4159/how-to-get-help-quickly-in-the-sdl-community-technical-forums

Hello Marie Schuermans ,

I think a little more detail would be helpful.

Is the error message popping up after opening the document? or when you are trying to confirm a segment?

What is the actual source file type?

Is the file a single file translation or dids you receive this as part of a project package (PPX)?

This article also explains the sort of information that can help resolve an issue

https://community.sdl.com/product-groups/translationproductivity/w/customer-experience/4159/how-to-get-help-quickly-in-the-sdl-community-technical-forums

The error message appears when I try to confirm a segment.

The source file type is Word (and there's nothing wrong with the file)

The file is a single file translation

If I do not get an answer and a solution I cannot work with this software and it becomes absolutely useless. I will be asking for a refund, over 600 euro!

Marie Schuermans

Try a reset first.  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\15.0.0.0

So the path would become this:

c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\15.0.0.0_old

If you can't find this folder then you need to unhide your hidden files/folders:

https://www.howtogeek.com/howto/windows-vista/show-hidden-files-and-folders-in-windows-vista/

If that doesn't help, or you don't feel comfortable trying this then contact support.  

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