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Installation failed - Trados 2007 Suite
Thread poster: chiakipenguin
chiakipenguin  Identity Verified
Japan
Local time: 03:24
English to Japanese
Nov 11, 2008

HI, please let me know how can I successfully finish the installation of 2007 Suite.

Today I found an email of a discount campaign from proz, and bought the Suite 2007 online.

I downloaded the installers without problems, and started the installation.
However, almost at the end of installation of Suite (the screen said "Status: Registering Trados components.."), the screen stopped - not proceeded any more.

It said that "This may take several minutes", but I waited for an hour, but it did not change any more and I had nothing to do other than clicking "cancel".

The installation of Suite is at the beginning of the installation (followed by Synergy, SDLX, etc), so I cannot install the rest software too.

The installation process seemed to have finished ALMOST, because when I waited for finishing installation, I found that 5 programme folders named "Documentation," "License Manager," "SDLX," "Trados," "Tutorials" were created under "Start > All Programs > SDL International > SDL Trados 2007 Freelance." However, these folders disappeared after I restart the PC, which was probably because some final registration process to my PC didn't complete.

How can I solve or skip this problem?
I don't want to buy a support package only for installation, so if anybody knows anything, please help me.


What I bought: Trados Freelance 2007 Suite (Full, not an upgrade package).
Installer's file name: SDLTrados2007Suite_FL_863_CD.exe
Downloaded: Nov 11, 2008 by Internet Explorer 6.

OS: Windows XP - SP2.
Language: Japanese.
RAM: 2 GB.
CPU: Intel Core 2 Duo 1.33GHz.

Chiaki


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Daina daina_lt
Germany
Local time: 19:24
German to Lithuanian
+ ...
Download manager Nov 11, 2008

Hi,

I had similar problems. I solved by using a download manager for downloading Trados Freelance 2007. Afterwards installation went easily.

Regards
Daina


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chiakipenguin  Identity Verified
Japan
Local time: 03:24
English to Japanese
TOPIC STARTER
"Free Download Manager" couldn't solve Nov 12, 2008

Dear Daina,

Thank you for your information.

I found "Free Download Manager" on the internet, and downloaded by that. The download seemed to be successful.
However, the result was same. The screen stopped more than 20 minutes showing "Status: Registering Trados Component".

Could I ask what software you used and where can I get it?

Regards,
Chiaki


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Stanislav Pokorny  Identity Verified
Czech Republic
Local time: 19:24
English to Czech
+ ...
Ask Trados Support Nov 12, 2008

Hi chiakipenguin,
AFAIK, you are eligible for direct intallation support by SDL International. You might want to ask them...

[Upraveno: 2008-11-12 09:11]


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SDL Community  Identity Verified
United Kingdom
Local time: 19:24
English
Please Visit the Solution Finder... Nov 12, 2008

Hello Chiaki,

We offer free installation and licensing support for all our customers.

Please visit our solution finder, which is designed to help users fix their problems. We urge you to follow the solution finder step by step and, if your problem is not resolved, you will be given a support form to fill out. The support form will then be sent to our support team, who will get back to you as soon as possible.

To visit the solution finder please follow these instructions:

1. Please visit: https://oos.sdl.com/asp/products/ssl/account/default.asp

2. Login with your username and password

3. Go to "My Support"

4. Select "Licensing and Installation Help"

5. Read the instructions and then select the "Solution finder direct link"

6. Select the "Download and Installation Problems" link in the left hand navigation pane

7. Answer the questions accordingly

Again, you will be given a support form to fill out if you don't find a solution.

I hope this helps.

Many Thanks,

Gareth Powell
SDL Support Team


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chiakipenguin  Identity Verified
Japan
Local time: 03:24
English to Japanese
TOPIC STARTER
Thank you, finally I could solve it with technical support Nov 12, 2008

Dear Gareth,

Thank you for your kind information.
It was difficult to find, and I did not know I can get a free support until the installation.

Today I almost bought the paid support package, and when I talked with SDL Japan staff, I heard about it. She kindly guided me to find the page to submit the installation question to support team. Very kind and helpful.

I sent a question, and several hours later I got a response from Japanese technical support team with a very clear answer. I followed the information in the email that the technical support team sent to me, and finally could solve my problem.

For others who have the same problem, I write how to solve it here.

The reason of my problem was the conflict between the installer and the already installed versions of Microsoft .NET Framework in my PC.
In my case, I had several versions from 1.1 to 3.0 of .NET Framework including Japanese language pack and Hotfix.

1. I uninstalled such .NET Framework from the later version to earlier, and restarted my PC.
2. Then, I clicked the installer of .NET Framework, which is "dotnet 2.0.50727.42 Setup.exe" at c:\Documents and Settings\(username)\Local Settings\Temp\SDL Trados 2007 Suite FL\Products\SDLTrados2007Freelance\SupportFiles\OEM\ (this folder and files were created by the installer).
3. Restarted my pc, and install SDL Trados 2007 Suite Freelance.

I must install MultiTerm next, but the initial problem was solved.

Thank you.

Chiaki



[Edited at 2008-11-12 10:10]


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Diana Mecarelli  Identity Verified
Local time: 19:24
German to Italian
+ ...
that's the matter Dec 1, 2008

you bought a support package. I asked for support and the answer was:

Please note that this support area is entirely dedicated to installation and licence questions. The reported issue is a typical specialised support problem linked to the usage of our software.

Since you do not have a support contract, our specialised support team won’t be able to handle your request.

We kindly refer you to our online knowledge base that you will find in your customer center account: http://talisma.sdl.com or, check the SDL Trados user forums on:
http://tech.groups.yahoo.com/group/TW_users or http://www.proz.com/forum/65

If you wish to have more information on support contracts, feel free to email Katarzyna Licwinko (klicwinko@sdl.com).

Thanks for your understanding.

Kind regards,
SDL Trados Support

And believe me, I had a problem with the installation.


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L. F.
Germany
Local time: 19:24
German to French
+ ...
Cannot download Trados 8 -- SDL support solution not helpful Dec 6, 2008

Hi,

I just posted a note explaining that I couldn't download Trados 2007 Freelance Suite after buying an upgrade that would suit my new laptop (DELL Studio 17). I then took a closer look at the forum and found this one, so I went to the support section and the solution that was offered did not help

" Download & Installation Problems
I cannot download my software.
The download stalls or does not start.

"Please try if using a different browser helps (if you use Internet Explorer you could try for example Mozilla Firefox).

You can also use the alternative download via FTP. You can find the FTP download link directly below the red download button in the download section."

I tried the FTP, Internet Explorer AND Mozilla Firefox, NOTHING helped.

THANKS in advance for your help!!!

[Subject edited by staff or moderator 2008-12-06 10:11 GMT]


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chiakipenguin  Identity Verified
Japan
Local time: 03:24
English to Japanese
TOPIC STARTER
I did not buyt the support package and could get help from their tech support for installation Dec 10, 2008

Hi, I thought of buying, and almost bought, but did not actually do it.
I sent a support request, which would take longer time than the customer with paid support package, according to SDL Japan, and I got a reply in Japanese within the day.
The answer was quite helpful and straight to the point, and I could succeed in installation following the email.

The support request on installation can be sent from here:
1. Login to "My Support"
https://oos.sdl.com/asp/products/ssl/account/mysupport.aspx
2. Click "Go" under "SDL Trados Knowledge Base".
3. A new window opens, and click "Solution Finder".
4. Click "Download & Installation Problems".
5. Choose appropriate option, such as "I get an error message during installation" and click "Next".
6. Choose appropriate option, such as "I get another error message" and click "Next".
7. You will find a request form with several input fields.
There, you can choose in which language to be answered, such as Japanese or Chinese.

As far as I remember, according to SDL Japan (the situation might depend on the country), support requests from customer with a paid support package will be normally answered within 24 hours, and other requests will come later than that - can be on the same day or 4 days later, depending on the business of the support center.

Luckily I could have it within the day, and the first email was from an engineer and it has enough technical information.

I hope this helps.

Regards,
Chiaki

Diana Mecarelli wrote:

you bought a support package. I asked for support and the answer was:

Please note that this support area is entirely dedicated to installation and licence questions. The reported issue is a typical specialised support problem linked to the usage of our software.

Since you do not have a support contract, our specialised support team won’t be able to handle your request.

We kindly refer you to our online knowledge base that you will find in your customer center account: http://talisma.sdl.com or, check the SDL Trados user forums on:
http://tech.groups.yahoo.com/group/TW_users or http://www.proz.com/forum/65

If you wish to have more information on support contracts, feel free to email Katarzyna Licwinko (klicwinko@sdl.com).

Thanks for your understanding.

Kind regards,
SDL Trados Support

And believe me, I had a problem with the installation.


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