Hello @Anna

This issue is normally caused when Studio hasn't been removed correctly and is explained here-

https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0032886

This should help you resolve the problem.

If you need to reset your license- you can do this via your account

Please let us know if this helps.

Sorry for my late answer.
I can't still solve the problem.

In relation to your solution suggestions:

1 manual installation - I don't see the folder path after enabling the view of hidden files and folders.
2. automatic installation - Hmm... what's that? 
3. reset the licence -  I have performed a Force Return due to a changed hard drive. The following error message has been displayed: "An error has occured. An email has been sent to support to inform them of the error.".

Is there really no easy solution to solve the problem?

Hello @Anna ,

This really is the simplest and easiest way to resolve this.

Anna said:

 I don't see the folder path after enabling the view of hidden files and folders.

If you are unable to see the 'AppData' folder, this will be because its hidden (by default)

Simply open File Explorer - go to VIEW and tick the Hidden Items

Now you can navigate to the relevant installers- double click and manually run the install.

The last error may have simply been down to a connection error.

Please let me know if this happens again.

I don't have File Explorer on my computer (Windows 8).

I have followed the instructions below but my computer still don't see the folder path.

Windows 8 / 7 / Vista

1. Open the Control Panel:
   • Windows 7 / Vista: Click on the START button (this is the small round button with the Windows flag in the lower left corner) and click on Control Panel .
   • Windows 8: Hold the Windows Key and press the [X] key, then select Control Panel.
2. Open Folder Options:
   • Type Folder Options in the Search Control Panel text box and click the Folder Options icon that appears.
3. Activate the View tab.
4. Then:
   • To show hidden folders, select the radio button Show hidden files and folders in the Hidden files and folders section.
   • To show all file name extensions, remove the check mark from the check box Hide extensions for known file types.
   • To show protected operation system files, remove the check mark from the check box Hide protected operating system files.
5. Press the Apply button and then the OK button and close all dialogs.

Anna

All windows computers have "File Explorer"... perhaps the name is confusing you.  Try pressing the Windows key and the letter E at the same time.  This will open it for you.

To see the folder path, once you are in "File Explorer" enable this:

Now you should be able to navigate to and see the files in question.  One thing though, as the KB article is old.  The path is this:

C:\ProgramData\Package Cache\SDL\SDLTradosStudio2017_SR1\modules

Looks like this in File Explorer:

Let me know if this still doesn't help you?

@Paul

thanks for your quick answer.
I have found and installed them but I can't activate the license. It appears the message: Activation failed. Please provide quantity less than or equal to the remaining quantity 0.
I can't also deactive the license offline or reset it. I get the error message.

Anna Support Case Id : 00561165. ok - I've logged a support case for your assistance. Please check your SDL Community email address for updates.

@Paul

Hello,

I have thought the problem is resolved but it isn't. I should be able to download Trados to two computers. I can't download it to the other computer.

Anna

Please try using a different browser.