Hi Alison,

Try contacting the SDL Live Chat and they’ll be able to ask you the questions necessary to helping you out.

All the best,

Ali

Hi Alison,

Please can you try restarting the services described in this KB article first.  If that doesn't work the problem may be related to your Anti-virus.  NOD32 and F-Secure for example are examples of where we have seen this before.  So if you follow the instructions in this KB article it may help.

If you still can't resolve it then you can log a support case and a support engineer will take a look at your system.  

Go to the Knowledgebase;

http://kb.sdl.com

Then go to the tab called Solution Finder and now go here;

Download & Installation Problems
- I use SDL Trados Studio and/or SDL MultiTerm 2009, 2011 or 2014
-- The installation went fine but now I get an error message etc
--- The problem occurs in (pick the appropriate tool/s)
---- None of the articles resolved my problem (if they didn’t!)

Follow the route for your problem and if there is no answer that helps by the time you get to the end you'll be presented with a form to contact support. Complete all the fields in the form making sure your email address is entered correctly or nobody will be able to get back in touch with you.

Also use the Chrome browser to log the case if you have it; you'll get more success in completing the form.

Regards