My Studio 2022 and my MyMemory plugin no longer play ball together

Question

... And no referee to make the game start again . 
 Studio 2022 SR2-17.2.9.18688 MyMemory plugin 22.1.0.0. 
 It all started 48 hours ago, I tried a few things, most repeatedly, I am now short of ideas, but on the way I collected a number of facts hopefully useful to our Community experts. 
 How did it appear? I wanted to modify a segment in a project implemented with MyMemory, but when I wanted to confirm the new version Studio just froze and I had to use the Windows task manager to close it. After opening it again, I went to Pproject settings/Language pairs/Translation memories and when making the mouse hover on "MyMemory", I could read in a pop-up notice: "Le fournisseur de traduction requis pour cette entr&eacute;e n'est pas install&eacute; sur cet ordinateur" (Quite strange, as I later had a hard time uninstalling it)! I deactivated MyMemory and could then confirm my modified segment without any further problem. 
 What did I repeatedly try? 
 My first idea was to uninstall MyMemory and install it back . In the beginning I could not uninstall MyMemory by just clicking on the garbage can in my personal plugin list and had to pay a visit to the three (actually six) notorious Studio plugin folders. During further tries, a click on the garbage can did the trick, as is normal. When investigating the plugin folders after my last three attempts, I spotted the following *.txt file: 
 3/14/2024 16:44:35 System.NullReferenceException: La r&eacute;f&eacute;rence d'objet n'est pas d&eacute;finie &agrave; une instance d'un objet. &agrave; MyMemory.api.Api_pluginversion.CreateParameters() &agrave; MyMemory.api.Api_Base.URL() &agrave; MyMemory.api.Api_Base.Send(Int32[] ignoreResponseCodes) ---------------------------------------------------------------- 3/14/2024 17:03:09 System.Net.WebException: Le nom distant n'a pas pu &ecirc;tre r&eacute;solu: 'api.mymemory.translated.net' &agrave; System.Net.HttpWebRequest.GetResponse() &agrave; MyMemory.api.Api_Base.Send(Int32[] ignoreResponseCodes) ---------------------------------------------------------------- 3/14/2024 17:09:31 System.NullReferenceException: La r&eacute;f&eacute;rence d'objet n'est pas d&eacute;finie &agrave; une instance d'un objet. &agrave; MyMemory.api.Api_pluginversion.CreateParameters() &agrave; MyMemory.api.Api_Base.URL() &agrave; MyMemory.api.Api_Base.Send(Int32[] ignoreResponseCodes) ---------------------------------------------------------------- , 
 one for each attempt (The second notice might have coincided with a short Internet failure). Do these notices tell anything to anyone? 
 And if I am here telling my life story, it is because unfortunately, after each new installation and reactivation, back to the starting point (See above). 
 Of course I also reset Studio twice or three times, to no avail. 
 Any intent to help is most welcome. 
 G&eacute;rard

Paul · Accepted Answer

Gérard LAMBERT 
 I'm posting again because I found a clash between the MyMemory plugin and another one that is not available on the appstore, but was developed by the same developer responsible for MyMemory. So I removed it and now MyMemory is working for me in SR2: 
 
 So I suggest you try properly resetting all your plugins and also Trados Studio and reinstall the plugins using the integrated appstore. Don't omit any of these actions, please do a proper clean up, and then let me know if you still have this problem. 
 Please delete the following folders: 
 %APPDATA%\Trados\Trados Studio 
 %LOCALAPPDATA%\Trados\Trados Studio 
 c:\ProgramData\Trados\Trados Studio\17 
 Be careful with the last one and only delete the 17 folder otherwise you may need a licence reset. 
 Then start with the MyMemory plugin only and see if it works. If it does then add your plugins back in one at a time and check there are no clashes and everything continues to work.

Paul · Answer

Gérard LAMBERT 
 I think this is a problem for the Translated.net development team to address. For the WebException you could try and verify your internet connection and DNS settings. But if other internet services are working, and I imagine they are, then the issue might be temporary or specific to the api.mymemory.translated.net domain. I would hazard a guess that the NullReference exceptions are related. 
 I would also note that there is no SR2 version of this plugin available as far as I can see, so that will almost certainly be a problem given the changes in Trados Studio between these versions. So again, back to Translated.net as we cannot help here either since we don;t hold the source code or develop this app.

Paul · Answer

G&eacute;rard LAMBERT 
 I doubt this is correct for several reasons. 
 
 SR2 was released on the 11 December 2023 
 On the appstore it's clear: 
 plugins are also signed automatically when they get loaded to the appstore for publication so we would not have signed this and provided it to MyMemory without it being on the appstore 
 the fact it loads into SR2 is because the max version in the plugin manifest allows it. This doesn't mean it has been tested and verified against SR2 
 
 I tried to install this myself and whilst this version will install I also cannot load it into a project, or even as an available provider in my options. It shows in the list but I can't actually add it. This is not a problem for Trados Studio and it needs to be addressed by the MyMemory team.

Paul · Answer

Gérard LAMBERT 
 Maybe share the Studio logs for the time this happens. Perhaps this will shed some light on why you have this problem.

Paul · Answer

Gérard LAMBERT 
 Gérard LAMBERT said: Should I collect them right after (and during) a Studio freeze or at any time? 
 Just work as normal and when the problem occurs pick up the latest log from here: 
 %AppData%\Roaming\Trados\Trados Studio\Studio17\logs\ 
 Gérard LAMBERT said: remind me how I attach them to a post like this one. 
 Zip the log and then use Insert -> Image/Video/Fil e exactly as you would for anything.

Paul · Answer

Gérard LAMBERT 
 Thanks for the logs. Summarising the issues in there we see these main themes:

Language Cloud Login Failure : In both logs, there are entries indicating that the login to the Language Cloud service failed.

Error Reading GS Servers : Both logs contain an error related to reading GS servers, highlighted by a DirectoryNotFoundException . The specific path C:\Users\home\AppData\Roaming\Trados\Platform\Identity\SDLTradosStudio.exe\Servers.bin could not be found.

Missing Tips.xml File : The Tips.xml file could not be found at the expected location in both instances.

Update Information File Not Found : In both logs, there's a mention of a failed attempt to read the FilteredUpdates.xml file after initiating an update process. This suggests an issue with the update mechanism, possibly due to missing update information or an interrupted update process.

Given you also had a problem earlier with MyMemory that also mentioned problems with connectivity I think it is worth you investigating these things on the basis of these logs. 
 
 Check your internet connection, so maybe use other devices or software to check if the internet connection is stable. The issue might be with the internet service provider or local network equipment. I had a similar problem last month and in the end updated my router, and my Amazon Fire Cube (not related I know) and all the problems I was experiencing disappeared. It was painful for me to do that as I didn't believe I should have had to but the lack of problems now made up for it. I often think the hardware we use these days doesn't last long and even though it's still functioning in its own right it starts to become unable to handle the updates the service providers give us whether we like it or not. 
 Try a Wired Connection perhaps... if you are using WiFi, try switching to a wired Ethernet connection as this can be more stable. 
 Take a good look at your security software. The missing paths and files "may" be related to software you are running that is getting a bit excited and deleting things it should not when cleaning up. 
 
 Maybe also do a thorough clean up of Trados Studio after uninstalling it as there may be things left in there that are a contributing to the missing files/paths at least and a clean install might help. 
 Clean install... try the following. 
 1. Uninstall Studio 2. Uninstall MultiTerm 
 Now manually delete these folders if they are still there (back up your TMs, Termbases, AutoSuggest Dictionaries and Projects first in case you make a mistake): 
 c:\ProgramData\Package Cache\Trados\TradosStudio2022\ c:\ProgramData\Package Cache\Trados\MultiTermDesktop2022\ c:\Program Files (x86)\Trados\Trados Studio\Studio17\ c:\Program Files (x86)\Trados\MultiTerm\MultiTerm17\ c:\Users\%username%\AppData\Local\Trados\Trados Studio\17\ c:\Users\%username%\AppData\Local\Trados\Trados Studio\Studio17\ c:\Users\%username%\AppData\Local\Trados\MultiTerm\MultiTerm17\ c:\Users\%username%\AppData\Local\Trados\Trados Studio\17\ c:\Users\%username%\AppData\Roaming\Trados\Trados Studio\Studio17\ c:\Users\%username%\AppData\Roaming\Trados\MultiTerm\MultiTerm17\ c:\Users\%username%\Documents\Studio 2022\Project Templates\ c:\Users\%username%\Documents\Studio 2022\Projects\projects.xml 
 I think that's about it for a clean install. Then reinstall and put your apps back... always via the integrated appstore. This is far more reliable than downloading and installing as the only apps you should see in the integrated appstore will be ones designed to work with your version of Studio. It's not infallible, but it is more reliable than manually downloading and installing manually.

Paul · Answer

Gérard LAMBERT 
 I'm afraid I don't know what to do anymore. Your problems seem to relate only to MyMemory. The error messages seem quite specific to MyMemory. We did not develop this plugin and cannot be responsible for it's correct operation unless someone can show us why the fault rests with Studio and not the plugin itself. 
 I don't doubt anything you have told us so far, but I do question where these errors come from?

Language Cloud Login Failure : In both logs, there are entries indicating that the login to the Language Cloud service failed.

Error Reading GS Servers : Both logs contain an error related to reading GS servers, highlighted by a DirectoryNotFoundException . The specific path C:\Users\home\AppData\Roaming\Trados\Platform\Identity\SDLTradosStudio.exe\Servers.bin could not be found.

Do you still get these after the last clean up? Check in the logs please... they are not hard to see if they're there. If they are still there I'd be happy to engage our technical support team to look at why these particular problems are occurring, but we can't help anymore with MyMemory. You have to seek help from that team.

Paul · Answer

Gérard LAMBERT We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00843319 .

Gérard LAMBERT · Answer

Thanks Paul , you gave me the answer: these RWS Community pages work fine as long as you use the default fonts . But then, why offer the possibility of using different fonts? Or could it be it that you should never use one of these formatting possibilities for the whole message , e.g. a different font size ?

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My Studio 2022 and my MyMemory plugin no longer play ball together

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