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Thread poster: Denise Phelps
Activating Autosuggest creator add on
Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
Dec 27, 2011

Hi,
I just bought the autosuggest creator add-on (for studio 2011 freelance) and stupidly, while rushing around saving invoices and so on, lost the page telling me how to activate the wretched thing (I do have the activation number). Of course, there's no obvious (or carefully hidden and disguised) page on the SDL webpage giving this information. I've written asking for instructions, which I'll hopefully receive in a couple of days. In the meantime, any sugggestions?


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Sam Pinson  Identity Verified
United States
Local time: 17:08
Member (2011)
Russian to English
Try the "My Account" section of sdl.com Dec 27, 2011

https://oos.sdl.com/asp/products/ssl/account/

There should be a place for the products that you've purchased once you're logged in.


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Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
TOPIC STARTER
Room for improvement in the web page Dec 27, 2011

Sam, I really appreciate that every time I ask a question about my pesky problems with Trados, you reply. I tried that (going to "My Account" I mean), but there's nothing there - order details, licensing details, etc., etc., but nothing about what to actually DO with my activation code. I really think they could improve their web page, and it wouldn't take much. You know, like some basic information...

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SDL Support  Identity Verified
Local time: 01:08
English
Activation Number Dec 27, 2011

Hi Denise,

In 2009 you had a seperate activation code. With 2011 you only have one code. So if you already have 2011 installed and licensed, and now you have been given a new activation code, then just deactivate the current license and put the new one in.

It's very easy. You just click on Help - Product Activation. You should see a large button that says Deactivate, so just click on this. Then follow the instructions and finally click on Activate and add the new code to reactivate.

For more information go to the Knowledgebase;

http://kb.sdl.com

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

Licensing Problems
- I am using SDL Trados Studio 2011 / SDL MultiTerm 2011 or later.
- - I need to (de)activate my 2011 Single User License Code online.

This will give you more help if you need it.

I hope this helps.

Regards

Paul


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SDL Support  Identity Verified
Local time: 01:08
English
My Licenses page Dec 27, 2011


Denise Phelps wrote:

Sam, I really appreciate that every time I ask a question about my pesky problems with Trados, you reply. I tried that (going to "My Account" I mean), but there's nothing there - order details, licensing details, etc., etc., but nothing about what to actually DO with my activation code. I really think they could improve their web page, and it wouldn't take much. You know, like some basic information...


Hi Denise,

Did you see this in your "My Licenses" page?


I think these are quite helpful.

Regards

Paul


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Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
TOPIC STARTER
Reactivation failed Dec 27, 2011

Hi Paul,

Thanks for your suggestions. I did actually watch the videos suggested - none of the ones I watched actually dealt with activating the autosuggest creator add-on.

I have followed your advice (deactivated studio 2011 and then tried to activate using the new code). The sad result is that I now no longer have studio OR autosuggest. When I pasted in the new code, I received a message saying that this could not be activated as it was already activated on another computer (although I had just disactivated it, and now no longer have it).

I realise I am new to Trados, and that this is all probably obvious to you and to more experienced users. But I do feel that maybe the company could make things a little easier to find information without forking out 215 € annually in premium software support (when this kind of stuff isn't premium or software at all - it's just basic instructions). All I want to do is to be able to activate the software I've just bought, and now I have access neither to the Studio programme or the autosuggest creator add on


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Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
TOPIC STARTER
Instructions no help Dec 27, 2011

I have followed the suggestions given by Paul, from Trados support, on how to activate my autosuggest creator add-on consulting the SDL "knowledge base" but can find nothing relevant to my case. Studio 2011 Freelance is now disactivated on my computer following Paul's advice, and I can find no way of reactivating it. Exhaustive searches of the SDL webpage looking for help or the frequently mentioned product activation page lead me in circles back to the page where I pay 215€ a year for software support! I do not consider that being able to install a product that I have just bought should fall into the category of (paid for) software support. I really like the product, but the after sales service, Paul's contribution notwithstanding (which has merely led me into deeper waters), leaves a lot to be desired.

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SDL Support  Identity Verified
Local time: 01:08
English
You need to use the solution finder Dec 27, 2011

Hi Denise,

In this case you will have to contact licensing support. You do not need a support contract for problems relating to licensing, installation or a failure of the application to work. Go to the Knowledgebase;

http://kb.sdl.com

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

Licensing Problems
- I have lost one of my license activations.

This will bring up a form that you can fill in to generate a support request and you will be contacted, normally within a day.

The licensing team can reset your licenses so they are available to you again.

Regards

Paul


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Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
TOPIC STARTER
Support request logged Dec 27, 2011

Thanks Paul,

Without your help, I would never have found the page for requesting basic support.
I have logged a support request as per your instructions, and am now sitting with my fingers crossed...


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SDL Support  Identity Verified
Local time: 01:08
English
Getting Support Links Dec 27, 2011

Hi Denise,

I'm sorry you were unable to find these links. I actually thought they were well known now as they are so often quoted in this, and other, forums. I'm pretty sure we send a link to the following blog article with all new sales and this is quite helpful I think:

How to get support for SDL Products Blog entry : http://tinyurl.com/SDLProductsSupport

You can also find more on this on the main SDL website here:

http://www.sdl.com/en/language-technology/

Then by clicking on Support which takes you here:

http://www.sdl.com/en/language-technology/support/

There is a link on the middle of this page to here:

http://www.sdl.com/en/language-technology/support/installation-and-licensing/default.asp

But I have to say we are missing a link on the very first page of www.sdl.com because if you didn't click on Language Technologies first you wouldn't find this.

However, I think most Freelance Translators probably come to our website through www.translationzone.com and on here there is a link to Support on the first page which takes you directly to the help for licensing and installation issues.

We will be doing more in 2012 to continue to improve the facilities we have in place for finding help and support, so it would be useful to know where you intuitively looked? If there is a thought process you followed that caused you not to find any information at all then perhaps we can fill the gaps and ensure that suitable links are there.

All feedback is welcome.

Regards

Paul


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Denise Phelps  Identity Verified
Local time: 01:08
Spanish to English
+ ...
TOPIC STARTER
Resolved Dec 28, 2011

Thanks Paul. My problem has been resolved now. In answer to your question, I looked first at My Licences, My Support and My Orders. Then I went to the Knowledge Base, but as I wasn't aware of the Solution Finder tab (getting to nervous to see the wood for the trees), I spent a long time trawling around various files in the knowledge base, and trying key word searches, before I finally followed your instructions and was able to log a support case. Which has now been resolved. I think a lot of my problem is simply being new to the tool and to the SDL webpage.

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SDL Support  Identity Verified
Local time: 01:08
English
Thanks for the update Dec 28, 2011

Hi Denise,

Thanks for this feedback. There is a lot of information to take in when you start and we added a lot over the course of 2011. I think 2012 will see some simplification and easier ways to navigate through it all.

Kind regards

Paul


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Activating Autosuggest creator add on







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