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Support???
Thread poster: Hilde Granlund

Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
Jul 22, 2008

After some months of translation work, I decided to pay for a Trados Support agreement, since the software - despite the stiff price - seems very prone to breakdowns and odd error messages at the worst possible moment.
And sure enough - yesterday, as I was working on a huge job supposed to be finished yesterday, it just broke down - could not be started at all.
I posted an "urgent" request for support.
This morning, I got a message with some useless suggestions.
I have posted several new messages, and get no reaction at all.
D/&#¤¤!!, I got more attention when I did not have a paid supprt agreement at all!!
Seems that even uninstalling the whole thing, and deleting every key in the registry does not help. What is wrong with this software???

(should have been posted under "rants and raves", I suppose...)
Sorry, I just needed to get it off my chest.


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Tomás Cano Binder, BA, CT  Identity Verified
Spain
Local time: 01:36
Member (2005)
English to Spanish
+ ...
Not always what is promised Jul 22, 2008

I am sorry to read these news. But this does not surprise me at all, unfortunately.

In most cases, it's far more effective to ask in Proz's forums, where you normally get a faster help for free... And you are bound to finding solutions to your problems in previous forum postings as we all experience similar troubles sometimes.


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RWSTranslation
Germany
Local time: 01:36
Member (2007)
German to English
+ ...
Support Quality Jul 22, 2008

Hello,

we have at the moment approx. 80 installations of Trados in our office and in the last months there was only very few problems with the software. We see, that the support quality was really good and the answers was helpful. (In the past we had often the problem of useless suggestions, too).

Maybe we can help you if you give us more information about your problem.

Regards

Hans


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Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
TOPIC STARTER
Thank you, DSC Jul 22, 2008

Over the last few months, I have had very few problems too.
However - when problems do occur, they of course interrupt my work completely.
I received surprisingly good support even when I did not have paid supprot agreement. And that is of course why I am so much more disappointed now. I have paid for their help, but I am not getting any...

[Edited at 2008-07-22 19:37]


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Jabberwock  Identity Verified
Poland
Local time: 01:36
Member (2004)
English to Polish
Can't provide what you don't have... Jul 22, 2008

The problem is that the support team cannot provide a solution when the don't know it... Considering how poorly Trados is coded, it is not surprising that there are issues that even the support team is unable to solve.

Of course, once you paid for the support, they cannot really tell you: "We have no idea what is wrong, therefore we cannot help you!". So they try the useless solutions approach - when that fails, it's time for the silent treatment...

It happens so that my wife had a very similar problem with Trados one her laptop - it could not be started and that was it - we contacted the support team, they were willing to help, but gave up soon. I've tried every trick in my book (and I like to think I know quite a few things about this stuff) and did not succeed either. Of course, there is always the hated option of formatting and installing afresh.


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Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
TOPIC STARTER
SDLX does not run at all Jul 22, 2008

It just stalls.
The suggestion I got from "support" - was to delete keys in the registry, uninstall and reboot. I have now done that five times.
To no avail.
Any suggestions would be greatly welcome...


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Jabberwock  Identity Verified
Poland
Local time: 01:36
Member (2004)
English to Polish
Not quite the same... Jul 22, 2008

Well, here the similarities end - in our case it was TagEditor and Trados Workbench that refused to work, SDLX works fine...

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xxxOptiproz Pri
Local time: 01:36
English
complainings.... Jul 22, 2008

Hilde Granlund wrote:

After some months of translation work, I decided to pay for a Trados Support agreement, since the software - despite the stiff price - seems very prone to breakdowns and odd error messages at the worst possible moment.
And sure enough - yesterday, as I was working on a huge job supposed to be finished yesterday, it just broke down - could not be started at all.
I posted an "urgent" request for support.
This morning, I got a message with some useless suggestions.
I have posted several new messages, and get no reaction at all.
D/&#¤¤!!, I got more attention when I did not have a paid supprt agreement at all!!
Seems that even uninstalling the whole thing, and deleting every key in the registry does not help. What is wrong with this software???

(should have been posted under "rants and raves", I suppose...)
Sorry, I just needed to get it off my chest.


Just a short question....did you ever read the table with the description about answering times before you logging a case?

In this post are a lot of complaining but no details about the problem. And only provide an error message doesn´t help everytime.
Just a dumb and extrem example: You sitting in a flying plain and from one to the other second the turbine isn´t working anymore and now you ask the captain why isn´t it working anymore?

Are you awaiting a answer that solves the problem? It´s the same for applications running on a PC. There can be hundreds of possibilities why this error occurs. So you first need to track down the possible causes of the problem.

Yes, you are right Tomás Cano Binder, Proz is a really good help when you search for problems. Did you already tried it Hilde? Did you found something?

Cheers


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Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
TOPIC STARTER
Of course Jul 22, 2008

I read the info about the answering times.
However - I do not think providing one useless suggestion and no follow up for 24 hours is adequate whichever way you look at it.
Also - I stated plainly in my fist message that this is mainly a "rant and rave" post.
I think that when I pay SDL support a lot of money to provide support, that is what they should do.
I have of course also searched proz. com's trados support, and found one post I hoped would be useful - updating Widows Framework.
However - that did not help either. I already had the version mentioned in the thread, and updating to an even newer one did nothing to solve my problem.


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Hokyun You  Identity Verified
South Korea
Local time: 09:06
Member
English to Korean
+ ...
Format PC and reinstall... Jul 23, 2008

In your situation where you have tried almost everything, the only sure way would be... backup all your useful files, format your pc, and reinstall the software.

That would be the fastest solution.

I've had the similar problem with Trados and after long hassle that's what I did.

I was soon back on track.



[Edited at 2008-07-23 01:24]


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xxxOptiproz Pri
Local time: 01:36
English
suggestion.... Jul 23, 2008

Hi Hilde

Try this way:

1. First you should download the installers of .NET Framework (see links below)
2. After downloading the version mentioned in this post please uninstall all .NET Framework versions on your machine.
3. restart your PC
4. Run now the installations of .NET Framework 1.0 / 1.1 / 2.0 (please beginn with the 1.0 then 1.1 and then 2.0)
5. after the installation restart your machine again and try to open SDLX

Download links:
Microsoft .NET Framework Version 1.1 Redistributable Package
http://www.microsoft.com/downloads/details.aspx?FamilyID=262d25e3-f589-4842-8157-034d1e7cf3a3&DisplayLang=en

Microsoft .NET Framework Version 2.0 Redistributable Package (x86) http://www.microsoft.com/downloads/details.aspx?displaylang=en­&FamilyID=0856eacb-4362-4b0d-8edd-aab15c5e04f5

Microsoft .NET Framework 2.0 Service Pack 1 (x86)
http://www.microsoft.com/downloads/details.aspx?FamilyID=79bc3b77-e02c-4ad3-aacf-a7633f706ba5&DisplayLang=en

Cheers


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Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
TOPIC STARTER
problem solved Jul 23, 2008

However - not with the help of Support
Thanks are due to fellow prozians, another search came up with this thread:


http://www.proz.com/forum/sdl_trados_support/96511-sdl_trados_2007_failed_to_initialize_application-.html?&print=1


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xxxOptiproz Pri
Local time: 01:36
English
solved..... Jul 23, 2008

Hilde Granlund wrote:

However - not with the help of Support
Thanks are due to fellow prozians, another search came up with this thread:


http://www.proz.com/forum/sdl_trados_support/96511-sdl_trados_2007_failed_to_initialize_application-.html?&print=1



Did you received the problem with SDLX or SDL Synergy?


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Hilde Granlund  Identity Verified
Norway
Local time: 01:36
English to Norwegian
+ ...
TOPIC STARTER
SDLX Jul 23, 2008

Is what was running when the problem started.
Reinstalling Framework did not help, Vista already had Framework 3.0 and there was nothing wrong with that.
It was just a matter of deleting the corrupted file.
Took all of 30 seconds - very frustrating to think of the hours I spent trying the suggestion I got from "Support"

[Edited at 2008-07-23 10:27]


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hellmut1956  Identity Verified
Local time: 01:36
German to Spanish
+ ...
I am Hilde 2, please help! Aug 4, 2008

Sorry for the arrogance claiming I am Hilde2! To be serious I am today in the same problem she has been and I desperately do need help..

My Problem is:

I have translated a certain number of word documents using the TagEditor. Yesterday I wanted to clean up the files to have the target Word documents generated. 2 out of 3 files cannot be previewed within TagEditor in the target language using word and neither can be saved with "save Target as" to get the word documents to deliver to my customer. I am getting the following error message in both cases:

Missing comment reference start tag with initials;
T and number: 7. Writing to Word document not possible.

I feel very bad to hurt my customer by not delivering in time.

Best regards

Hellmut


[Bearbeitet am 2008-08-04 16:36]


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