I am trying to connect Termbases to a Trados project that I have built. I can always to do it except for one client. I get the following error message:

General error occurred. Multiterm is unable to retrieve the multimedia object.

Here is my situation.

Windows 10 (up-to-date as of October 24, 2019)

Trados 2019 SR2 - 15.2.4.1693

MultiTerm 2019 - 15.0.4.56053

(I have uninstalled Trados and MultiTerm, downloaded and installed the latest versions. I checked and installed the updates.)

I have connected Termbases to numerous Trados projects and it always goes well except for this client and with my Windows 10 laptop. Even with this client, I can built Trados projects with Termbases on my Windows 7 desktop. 

I need to connect several Termbases to a project for this client. I can connect some of the Termbases (one that I created, and one supplied by the client), but not others due to this error (mostly client-supplied, but one TB that I recently (about a week ago) generated from client's Excel glossary could not be connected). 

Source files are in MS Word and MS Excel. I have worked on many jobs from this client (I am using WIndows7 machine) and they always give me the same error as far as I tested on my Windows10 machine. 

The language pair is from Japanese to English (US).

Does anyone have a solution? Thank you for looking!

Yuki Okada