Immediate telephone assistance required from SDL.

Question

Immediate telephone assistance required from SDL. My project deadline is today. I hold two Studio licenses and have been in touch with SDL about renewing my PSMAs which expired last year and were not renewed for financial reasons, though I hope to be able to renew shortly. I have made phone calls to three SDL numbers - in China and the UK - today and not been able to speak to anyone who can help; in fact, inthe UK, I wasn't able to speak to anyone at all. Other organizations are capable of providing customer service despite the pandemic. Studio is - pandemic or none - not fit for purpose without technical support; it should NOT be an extra. I look forward to hearing from SDL immediately.

Paul · Answer

Mark Rawson 
 Thanks for sending me your files. I have sent you the translated target file by email. You should check it because I had to run a little process to handle this and some of it may not be translated. This is what I did/found: 
 
 I opened your project in 2019 and saved the target 
 I was asked to point to the source file, which is unusual, but nonetheless I pointed to it 
 I saved target and this worked. 
 However, I can&rsquo;t open the target file because something is wrong with it 
 So, I tried in 2021 and had the same problem. I also tried to repair the file but could not. 
 So, I created a new project in 2021. 
 I perfect matched the project with your translation 
 I saved the target and that is what is attached. 
 
 Hope that helps, and at least you have your translation out. 
 My guess is that something happened to the sdlxliff, perhaps the result of putting files in dropbox perhaps or something like that. I have seen this before and the problem with using a shared drive when you work is that updates are slow and this can often cause a problem. Much better to always work locally, or use a proper server solution and not just a shared drive mimicking the ability to work online.

Paul · Answer

Mark Rawson 
 Not really. You came in here demanding something you are not entitled to and didn't even tell us what the problem was. So I clarified this and asked you to explain your problem so we can help you. Please try and focus on helping us to help you resolve the problem.. 
 Some questions we need answers to: 
 
 what version of Studio are you using (the complete version)? 
 what's the file format? 
 did you create the project or are you working on a package, or sdlxliff, sent to you by someone else? 
 do you have the source file? If you do what happens if you place a copy of it in the same folder as the target sdlxliff?

Paul · Answer

Mark Rawson 
 Mark Rawson said: 1. I am using Studio 2019. 
 The full version is this: SDL Trados Studio 2019 SR2 - 15.2.8.3007. Is this what you're running? This is important because it helps us know whether you might be using an older version that could have had a problem fixed with an update you have not applied. 
 Mark Rawson said: 2. I don't know what "file format" means. The source file is a Word file. 
 It does mean a "Word file", but can you be more specific? Is it a DOC or a DOCX? Do you know what version of Microsoft Word created it? This will help us understand which file settings in Studio you have used to create your project. 
 Mark Rawson said: I have attempted to use the Knowledge Base, to which I was referred by the error message, but its advice is far too technical for me; I have no training in computer science, though I consider myself highly computer literate for a "lay person." 
 Might have been helpful to share the KB article you think was related in case there was more information you didn't tell us but you used to find the KB. 
 Based on what you told me so far perhaps try this. 
 - open the SDLXLIFF you translated as if the SDLXLIFF was the source file. So a new project with the translated SDLXLIFF and not he Word file. Then save target from there.

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Immediate telephone assistance required from SDL.

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