What to do if you are unhappy with SDL support?
Thread poster: Natalia Elo
| | Natalia Elo
Local time: 08:19
English to Russian
The situation: I bought a notebook a couple of weeks ago. I intend to use my desktop when I am at home and the notebook, when I'm away (or just want to get out of the house).
After examining this forum thread:
and in particular this entry in the SDL Online Support Center database
(you have to be logged in to view it)
Will SDL Trados 2007 Freelance work on 2 PCs?
Yes the activation code that you get from your Account area can be used on 2 PCs. Just install the software on both PCs and use the same activation code. There is no need to return the license to enable it to work on 2 PCs.
However, if the 2 PCs that have the activation code are working on the same LAN it will not work. The activation code will only work on 2 seperate PCs that are NOT on the same network.
.. I installed Trados on the notebook. The activation however doesn't work. I get an error message and the program is still running in trial mode.
I contacted support and they told me that I'm supposed to deactivate the code every time I'm leaving my desktop and activate it on the notebook, and vica versa. The problem is that I didn't actually find any "deactivation button", the only logicall available option in the License Manager dialog is View activated licenses-> Return license. I have asked Support at least three times now, why they write in their database, that there is no need to return the license to enable it work on 2 PCs., but they seem simply to ignore this question. I get replies, but not to this question.
So, first of all, I would like to ask, if anybody succeeded in having one license on a desktop AND on a notebook at the same time. Secondly I would appreciate your opinion on this situation. Am I wrong?
It seems to me, that once I've got one support person working with me, I can't switch to any other.
Any advice greatly appreciated.
P.S. I was obviously so frustrated last night that I forgot to address ProZians properly
[Edited at 2007-09-05 08:35]
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| I have it enabled on two computers || Sep 5, 2007 |
Well after starting on a desktop computer, I purchased a laptop this year, and I have a version of SDL Trados 7 running on them both since then.
Thare was just one problem at start: after working for one day, Trados suddenly stopped working, with an error stating that there was an activation problem (again!). I solved the problem by uninstalling the whole application, then re-installin it again. Since then, and luckily enough, I haven't got any more problems.
I hope it helps,
| I ask to the Trados users Yahoo group || Sep 5, 2007 |
Sorry to read you find yourself in this annoying situation.
Whenever I have any Trados-related issue, I tend to ask to the Trados users Yahoo group http://tech.groups.yahoo.com/group/TW_users/. There's a lot of knowledgeable and happy-to-help people there.
Hope this helps.
I want to thank all, who have answered so far.
Jerónimo, thank you indeed, I wonder how this simple and genious idea didn't come to my mind so far. I think, I even might be a member of this mailing list.
I just wanted to post a sort of résumé on how I did it, just in case someone might need it in the future.
1. I returned the license under 'My account' at sdl.com
2. Downloaded a new license file to the desktop computer.
3. Copied the file to the notebook.
4. Activated the code on the desktop computer.
5. Activated the code on the notebook.
Everything worked - hallelujah!
By the way, I did not uninstall the software as Annelise suggested, simply because I didn't find how to do it, i.e. I didn't find anything like 'Uninstall SDL Trados' button.
There is still one thing I don't know - I'm not sure, whether I should send a link to this thread to Trados support or not.