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Unclear instructions SDL Support

Lianne van de Ven

Hi all,

I am getting an error in Studio 2019 (exception thrown by the target of an invocation) for which SDL refers to the below instruction, which I don't understand: .exe is an executable, not a folder, and should not be at the indicated location afaik....?

On your computer, go to C:\Users\%UserName%\AppData\Roaming\SDL\Platform\Identity and rename the folder SDLTradosStudio.exe to e.g. Old_SDLTradosStudio.exe

https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0034875

The instruction does not make sense to me, and I cannot find "Platform\Identity\" (unless this refers to "SDL Trados Studio\15.0.0.0") but then still, there is no .exe there. I have a UserProfiles folder there and a AutoCorrectDictionaries folder, and 3 xml files (BaseSettings, plugincache, UserSettings). It is the instruction to rename the folder ......exe that's puzzling, of course.

What else can I do?

FYI: This error shows up with a package received from a client that I had trouble opening too. The dependency file was not found. I was able to locate that despite some mismatching name (no lower underscores in the source file). There was no TM attached (which I would expect from this client, a project tm) and when I try to edit the project settings, I am getting this "exception thrown" error, so I can't do anything else with this project but review it and create an exteral review.

I am running SDL on a virtual machine (Parallels) and recently removed "duplicate" Dropbox files from this VM and now make use of mac files. The problem with this setup seems to be that SDL cannot make a project list (projects.xml is missing) and maybe there are other issues like this one. I did reinstall SDL after I removed DB to try to troubleshoot the projects list but no luck there. I am just mentioning this in case it might affect my current issue, I am not looking to troubleshoot running SDL on a virtual machine right now.
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    Update: A restart of Studio 2019 solved my issue and I can now access the project settings, see the TM and add my own.The support instructions are still puzzling however, so any thoughts on that are still appreciated. 
  • 0 in reply to Lianne van de Ven

    Hi Lianne - the instruction is correct, but I can see it might be a little confusing.  If you launch Windows Explorer (keyboard shortcut is Windows + E) and just go to C:\Users\"your user name" - where your user name is whatever you log on to your computer as - you won't normally see a folder called Appdata.  This is because it is a hidden folder - you can change that by allowing hidden items in the View menu of explorer, but you don't actually need to do that.

    If you copy the string support gave you - "C:\Users\%UserName%\AppData\Roaming\SDL\Platform\Identity" and paste it into the search bar in Windows Explorer, it will just open that folder anyway, even although it is normally hidden.  The %UserName% will automatically work out what your username is and find the right folder.  Once there, you will see two folders (assuming you've installed MultiTerm as well) - both folder names include .exe as part of the name.

    Glad you got things working anyway, but hope this makes sense and helps you find the folder they were talking about
  • 0 in reply to Robert Whitaker

    Hi Robert,

    Thank you for your reply. File Explorer is not finding anything in that location ("No items match your search"). I have never used this type of search in Windows but you are right that it finds the right username and folder. The string shows up correctly under "Recent Searches" in File Explorer on the Search tab. I have hidden folders visible also. I also have MultiTerm installed. So now I am really puzzled... There should be a folder that is actually named Platform with a folder Identity in it? I appreciate you taking the time to help out.
  • 0

    Support Case Id : 00588486. Support case has been logged for your assistance. Please check your SDL Community email address for updates.

    Paul Filkin | RWS

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  • 0 in reply to Lianne van de Ven

    Hi Lianne

    I can see that Paul has logged a support ticket for you, so I'll leave it to the experts(!) but I am curious as to why you can't see those folders - when I look, II see:

    File Explorer window showing Trados Studio installation path with folders 'MultiTerm' and 'SDLTradosStudio.exe'.

    as expected.  The only thing I can think of is whether you may have chosen an installation path other than the default one when you installed the software, or else there is something different about how it installs when it works in Parallels.  Given it's working for you anyway, it's not a big issue, but if you do find out where the folders are, I'd be interested to know - perhaps make sure hidden folders view is on, then do a global search for SDLTradosStudio.exe?
    emoji


    Generated Image Alt-Text
    [edited by: Trados AI at 1:38 AM (GMT 0) on 29 Feb 2024]
  • 0 in reply to Robert Whitaker

    Hi Robert,

    I have not chosen a different installation path, and the (or a) file SDLTradosStudio.exe is in C:\Program Files (x86)\SDL\SDL Trados Studio\Studio15 where all executables are afaik. I think that's why I don't understand why it would be in the AppData folder. I have never seen it there, not on my now obsolete physical Windows system either. 

    That said, there are a few things unusual about working on a VM on MBP. Because all my client folders are on my mac (backed up in Dropbox) which I access via a fixed path z:\\ from the VM, and I place all my projects per job in respective client job folders in DB on my mac, SDL is probably not able to keep track of the location of my projects in a (missing) projects.xml and stored by default in I believe Studio 2019 folder in My Documents on VM. I had Dropbox running on the VM in the past, but since this client folder is so large I was wasting a lot of space on my MBP on duplicate files. And Dropbox does not recommend using its service on VM's. I think this has to do with extensive selective sync I was using for this VM. Every new folder in root Dropbox would appear on my VM too. DB has different protocols for fully synced devices and mobile devices with files on demand. I requested a turn-on button that by default does NOT sync files and they thought that was a great idea, but I still prefer to avoid duplicate files anyway.

    Maybe SDL comes up with a solution for using Studio on VM's, which would be a great improvement anyway. I would think that my mac could be seen as a cloud service for SDL on my VM, and running SDL on VM's might be the future too.