Sandra Flor Ferreira dos Santos Support Case Id : 00536136. Support case has been logged for your assistance. Please check your SDL Community email address for updates.

Many thanks for your reply. It seems I don't have a support contract with SDL in order to solve this problem (which was not caused by me).

Thank you!

Kind regards,

Sandra

Sandra Flor Ferreira dos Santos

Sandra Flor Ferreira dos Santos said:

It seems I don't have a support contract with SDL in order to solve this problem (which was not caused by me).

Good job you don't need one then!

I was not aware this kind of issue could be solved only with a contract with SDL. Being a client and a user of SDL since 2008/2009 I believed you could provide assistance. I always tried to fix any problem by myself...

Forgive me for my ignorance and I'm sorry for taking your time. Again, many thanks for your second reply.

Kind regards,

Sandra

Sandra Flor Ferreira dos Santos

Sandra Flor Ferreira dos Santos said:

I was not aware this kind of issue could be solved only with a contract with SDL.

I have not said this anywhere.  I even raised a case for you (Support Case Id : 00536136).

If you're telling me the support team would not help you after I raised this case please let me know and I'll investigate why not?

I have received the following message:

"As you do not have a support contract with us, we will be able to assist you with license or installation problems for Language Desktop products only. (...) If you require a license reset we will aim to respond within 1 business day. If you wish to purchase a Support Contract (...) go to the support tab (...)"

This is probably the first time I need this kind of help, and this error message is new for me. 

Are you saying this can be fixed by reinstalling, activating/deactivating the license or with a license reset?

I'm sorry, but I am not understanding. 

Sandra Flor Ferreira dos Santos said:

I have received the following message:

"As you do not have a support contract with us, we will be able to assist you with license or installation problems for Language Desktop products only. (...) If you require a license reset we will aim to respond within 1 business day. If you wish to purchase a Support Contract (...) go to the support tab (...)"

This is probably the first time I need this kind of help, and this error message is new for me. 

Sandra Flor Ferreira dos Santos

This is the standard response... I'll paraphrase what it's trying to say:  

• You don't have a support contract.
• But don't worry, we can still help you with licensing and installation requests.
• If you need a license reset we'll be able to help you within 1 business day.
• For an installation, or other licensing issue, it might take a little longer but we'll still help you.
• If you wish to purchase a support contract and receive support faster then go to.... etc.

So you can expect to receive help shortly. The teams are busy and will always prioritise work in this order:

1. customers who pay for a support contract
2. non-supported customers who need a licence reset
3. non-supported customers with installation and other licensing issues

Sandra Flor Ferreira dos Santos said:

Are you saying this can be fixed by reinstalling, activating/deactivating the license or with a license reset?

I'm saying that you seem to have a problem getting installed correctly (not being able to sign in is part of the installation in my opinion as this is required to be able to use all the features of the product).  So it's an installation issue we need to help you with.

The support case is logged as I have already said.  Please be patient and a support engineer will be with you.

Many thanks for your answer. I don't mind to wait, In fact, I am translating a project due on 1st October, and it would be better to proceed with any repair after sending the translation.

Trados 2019 crashed twice while I was working this morning... I hope it doesn't happen again.

Again, thank you for your answer.