Hello forum I'm really desperate because I don't know what to do with this issue.

It's about SDL Trados Studio 2015. A friend of mine has it installed in her computer (I am a Studio 2011 user myself). She works for a client from whom she receives translation packages. Last week she told me that her Studio 2015 cannot open the packages received from the client. I looked for solutions to no avail, so today I unistalled Trados 2015 and Multiterm just in case. I downloaded the software from the sdl account page and reinstalled the whole thing. However, she keeps getting the same messages saying that "something (the message in Spanish) is running in the background". Then I assumed that perhaps it is an update thing. but then I tried to update Trados from the software and we receive this message that it cannot connect to the server to search for updates.

My colleague is pretty desperate; she doesn't know what to do and because of that she can't continue working until the matter is resolved. Could someone please shed some light on the matter so I can help her? Thank you in advance.