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SDL Trados Studio 2009 - License problem
Thread poster: mariana24
mariana24
mariana24  Identity Verified
Uruguay
Local time: 20:27
Spanish
+ ...
Jun 5, 2013

Hello,

I bought Trados Studio 2009 a while ago in a Proz.com Group Buy. The package included Trados 2007, and Studio 2011 upon release (it had not yet been released when I did the purchase).

For some reason I cannot recall now, I had to uninstall Studio 2009 and install it again. I never used it after that. Now I want to (and *need* to), and there is no way I can make my original license work. Only when this happened I learned that I should have returned the license ... See more
Hello,

I bought Trados Studio 2009 a while ago in a Proz.com Group Buy. The package included Trados 2007, and Studio 2011 upon release (it had not yet been released when I did the purchase).

For some reason I cannot recall now, I had to uninstall Studio 2009 and install it again. I never used it after that. Now I want to (and *need* to), and there is no way I can make my original license work. Only when this happened I learned that I should have returned the license before uninstalling the software. I have -I think- returned it now, so I find myself in a blind alley at the moment, the original license not working, and not getting a new one, if that is what is supposed to happen (I did write to the Support Team on SDL's page with no success).

I would be grateful if anyone could let me know how to go around this, and what is the procedure when one has to uninstall any of these packages in order to not lose the licenses.

Thank you very much in advance.

Mariana

[Edited at 2013-06-05 15:45 GMT] ▲ Collapse
 
Shai Navé
Shai Navé  Identity Verified
Israel
Local time: 02:27
English to Hebrew
+ ...
Check your licensing status Jun 5, 2013

If you have returned your license then you should be able to reactivate the product.
In your SDL Account, under My Licenses you can see an overview of the licensing status of each product, i.e. how many licenses you have an how many of them are currently registered as in use.

Most licensing issues can be solved only by SDL. If you have contacted their Installation and Licensing Support through the Solution Finder, then it is probably just a matter of time until they reply. Fro... See more
If you have returned your license then you should be able to reactivate the product.
In your SDL Account, under My Licenses you can see an overview of the licensing status of each product, i.e. how many licenses you have an how many of them are currently registered as in use.

Most licensing issues can be solved only by SDL. If you have contacted their Installation and Licensing Support through the Solution Finder, then it is probably just a matter of time until they reply. From my experience they reply rather quickly (within a few hours). ▲ Collapse
 
mariana24
mariana24  Identity Verified
Uruguay
Local time: 20:27
Spanish
+ ...
TOPIC STARTER
No reply from Support Team Jun 5, 2013

Thank you Shai.

I have contacted them with no success (a week now). I have just written to them again.

It is frustrating to see days go by without finding a solution...


Mariana
 
Shai Navé
Shai Navé  Identity Verified
Israel
Local time: 02:27
English to Hebrew
+ ...
Week is way too long Jun 5, 2013

...from my experience they usually respond withing hours to few days (accounting for weekends, etc.). If that much time has passed without reply, it is likely that for some technical reason your contact attempt was not logged on their system.

I hope your recent attempt will be logged and addressed in a timely manner. If not, please do keep us posted here. Paul, SDL's friendly representative in this forum might then notice this discussion and be able to help.
 
mariana24
mariana24  Identity Verified
Uruguay
Local time: 20:27
Spanish
+ ...
TOPIC STARTER
Fingers crossed! Jun 5, 2013

Thank you again, Shai.

I have submitted a support ticket again, yes. Let's just hope!


Mariana
 
RWS Community
RWS Community
United Kingdom
Local time: 01:27
English
Very unusual... Jun 5, 2013

Hi Mariana,

This is not usual for the licensing team. Maybe you gave an incorrect email address perhaps? If you want to drop me an email I'll follow this up for you.

Regards

Paul
[email protected]
 
mariana24
mariana24  Identity Verified
Uruguay
Local time: 20:27
Spanish
+ ...
TOPIC STARTER
Correct message sent now Jun 5, 2013

Hi Paul,

Thank you for your offer.

I just now realise that the first time I sent them a message was not the correct way to do it from the page. I have now sent the correct form and already received a message from them with and assigned Reference Number. It was not their problem but mine at the beginning, then.

I hope I get an answer soon, I will let you know.

Thank you again!

Regards,

Mariana
 


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SDL Trados Studio 2009 - License problem







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