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Problems with activation, licensing, support agreement; cannot accept anything to translate
Thread poster: Astrid Elke Witte

Astrid Elke Witte  Identity Verified
Germany
Local time: 04:31
Member (2002)
German to English
+ ...
Jun 8, 2009

1. Firstly, I am having the same activation and licensing problems as everybody else, and have figured out that we are all in the same boat.

Like Luca, my problem is individual, and it is the identical problem. I believe a lot of us have that problem. The upgrade link was placed next to "SDL Trados 2007" instead of next to "SDL Trados Suite 2007", which means that we cannot access the 2009 licence.

2. I bought a support agreement this morning. I had been planning to buy a support agreement, as it happens, because having a continuous support agreement in place means that all new versions of the software are automatically included in the price of the support agreement - permanently. The support agreement does not really cost any more than buying all the new versions (about the same, or maybe slightly less), but has the added advantage - so it is promised - of receiving answers to e-mails regarding technical problems. This support is then basically "free", if not having a support agreement and buying all the new software that comes out costs about the same.

I am absolutely certain that, prior to buying the support agreement, I read somewhere that people with a support agreement would receive a link to a page where various contact e-mail addresses and telephone numbers were listed, and that it would be easy to contact a human being regarding a problem and receive a response within a reasonable time (the definition of reasonable depending on the urgency of the case, the latter to be determined not by SDL, but by the user), or simply to use the telephone.

I was disappointed to discover that no such page of contact information could be found anywhere in my account. Indeed, everything I clicked led once again to the notorious Solution Finder or Knowledge Base.

Finally, I found one e-mail address somewhere, namely orderprocessing@sdl.com, which appeared not to be the "right" one for my case, but I did not care. I wrote an e-mail to this address, explaining the problem outlined at the beginning of this post. I received a very brief acknowledgement a few hours later, more-or-less informing me that everyone had the same problem.

For the record, I never found a special "log a case" page, that is supposed to come with a support agreement.

Anyhow, meanwhile I could not use Workbench this morning, because I had returned all my licences yesterday evening, and still could not obtain a 2009 licence in return. I therefore edited the translation I had done yesterday manually, in Word, and sent it off to my client.

This evening, in order to do the next translation, I had a look at Studio 2009, realised it could not be learned in such a hurry, and claimed back my Suite 2007 licence to translate in Workbench again, as usual. I reactivated Suite 2007 with my old licence, but unfortunately it was not possible to use Multiterm. I had forgotten: uninstalling Multiterm 2007 was a prerequisite for installing Studio 2009.

Solution to problem: translate in Studio 2009.

I got some of my termbases imported into Studio 2009 Multiterm yesterday evening and initialised them for use, as was necessary. Unfortunately, it only worked with a certain number of them, and then Multiterm 2009 would not accept the others.

To translate in Studio 2009 I now had to upgrade the TM I wanted to use.

I read the instructions, and then used the Import Wizard. After the wizard had finished, it triumphantly informed me that my TM had been upgraded for use.

I went to the appropriate screen to inspect the contents of my TM, and it said "No translation units to display"!!! The TM in question contains about 8,000 TUs.

This actually means that I cannot translate with Suite 2007 because Multiterm is not available, and cannot translate with Studio 2009, because my TMs lose all the translation units during the import process! Conclusion: I cannot accept any more work at the moment. However, unfortunately I need to keep on earning.

I discovered that it is also not possible to export a TM and import the .txt file into Studio 2009 after first creating an empty TM in Studio 2009. It is only possible to import .ttx files, so that those who have been working for some time in TagEditor are nicely rewarded, and those of us who stuck to working in Word are the losers.

The only option left concerns first converting all old translations into .ttx files, which is too time-consuming.

To cap it all, I recently decided (somewhat ill-timed, I guess) to try and become "SDL Trados Certified", passed the Elementary and Intermediate exams on Whit Monday, and, before I can complete the certification with the Advanced exam, meanwhile the entire software has changed, and I believe there will be new exams for Studio 2009 certification (once SDL have managed to sort out everyone's activation and licensing problems and have time to produce new exams) and 2007 certification will rapidly become irrelevant.

As a result of all this, I have spent a massive amount of money with SDL recently, and now cannot accept anything to translate, for the foreseeable future!

Excellent!





[Edited at 2009-06-08 18:15 GMT]

[Subject edited by staff or moderator 2009-06-08 18:54 GMT]


 

kimjasper  Identity Verified
Denmark
Local time: 04:31
Member (2006)
English to Danish
+ ...
Quick fix Jun 8, 2009

Elke,

Here is a what may be a quick fix for your problem: Export the TM from Trados Suite in TMX format and import it in Trados Studio. That has worked for me every time when I had the beta test version running.

If you can, I would recommend that you install Trados Suite on a secondary computer so you can fall back if you get issues (technical or understanding-related - both are perfectly valid with such a big change in architecture and function).

Hope it helps

Kim

PS: With regards to support you shold be able to log a case, and as I recall it you can request to be contacted via phone if you wish. Usually the reaction is quite prompt (based on the severity you assign to the problem). Maybe you did not receive the logon info for your support account yet - try to phone your local SDL office and ask.

[Edited at 2009-06-08 18:24 GMT]


 

PRen (X)
Canada
Local time: 23:31
French to English
+ ...
And everyone keeps telling me.... Jun 8, 2009

Astrid Elke Johnson wrote:

Conclusion: I cannot accept any more work at the moment. However, unfortunately I need to keep on earning.


As a result of all this, I have spent a massive amount of money with SDL recently, and now cannot accept anything to translate, for the foreseeable future!

Excellent!





[Edited at 2009-06-08 18:15 GMT]


how much money and time I'd save using Trados. After seeing ALL the problems constantly reported on this site... you couldn't pay me to use this thing. Astrid, how many hours do you think you spent on this?


 

Marinus Vesseur  Identity Verified
Canada
Local time: 19:31
English to Dutch
+ ...
SDL Trados Studio problem-ridden Jun 8, 2009

Thanks for your posting. I bought Studio as well, but will wisely refrain from installing it for a while until SDL gets its stuff in order.

After all the trouble we had with Trados in the past, you'd think we would have been wiser than to rush into buying the next half-baked SDL product release. Freelance translators are just too dam* gullible.

SDL Trados is comparable to Microsoft Office, I presume, but many times worse. Every new release is an improvement combined with a lot of extra trouble. Except that SDL appears to improve only the minor issues and continually **cks up the major ones.

The incompetence of SDL software development is entering a new level.

I have a suggestion:

Everytime one of us post a problem with Trados, make sure you use the words "trouble", "troubles", "problems", etc. in connection with "SDL Trados". This way the first Google hits on the subject of Trados should always display a forum issue on the subject of Trados problems. Somewhere sometime someone at SDL might actually decide to properly betatest their product before they throw it onto the market.

In the meantime you have my sympathies.

Good luck!

- Marinus


 

Tomas Mosler, DipTrans IoLET MCIL MITI  Identity Verified
Czech Republic
Local time: 04:31
Member (2008)
English to Czech
Multiterm Jun 8, 2009

Not a big help, but Astrid, what exactly does prevent you from installing Multiterm 2007 again?

 

Laurent KRAULAND (X)  Identity Verified
France
Local time: 04:31
French to German
+ ...
As long as it works properly, that is Jun 8, 2009

PRen wrote:

how much money and time I'd save using Trados. After seeing ALL the problems constantly reported on this site... you couldn't pay me to use this thing. Astrid, how many hours do you think you spent on this?


It can help saving time... as long as it works properlyicon_wink.gif. I decided to stay with the version I had, as I sensed this "upgrade" would be mayhem.

Laurent K.

PS: it seems that most colleagues who bought this "upgrade" spent the whole weekend and more on trying to make it work.


 

Marc P (X)  Identity Verified
Local time: 04:31
German to English
+ ...
SDL Trados Studio problem-ridden Jun 8, 2009

Marinus Vesseur wrote:

Everytime one of us post a problem with Trados, make sure you use the words "trouble", "troubles", "problems", etc. in connection with "SDL Trados". This way the first Google hits on the subject of Trados should always display a forum issue on the subject of Trados problems.


"sdl trados studio 2009" "erfolgreiche Markteinführung"

- 398 Google hits.

(Plus this one.)

Marc


 

Astrid Elke Witte  Identity Verified
Germany
Local time: 04:31
Member (2002)
German to English
+ ...
TOPIC STARTER
Well, I could... Jun 8, 2009

Tomas Mosler wrote:

Not a big help, but Astrid, what exactly does prevent you from installing Multiterm 2007 again?


... but it means uninstalling Studio 2009 again first.

However, you are quite right, Tomas, it would be a very sensible step to take at the moment. At least I could start translating again, and earn the rent.

Astrid


 

Edric Barbosa Filho
Local time: 23:31
English to Portuguese
I suggest you install 2007 back... Jun 8, 2009

Hi

Don't fight it: Studio 2009 is not a full replacement for Freelance 2007. There's nothing wrong with it, it's great, but it is still not able to replace all legacy processes we use to deliver our present jobs.

I strongly recommend you to uninstall all things 2009 and reinstall your Freelance 2007 using the license provided for it, time limited to July 2010.

If you still would like to experiment (or use) your Studio 2009, run MS Virtual PC or VMWare, create a virtual PC, install XP in that virtual machine, then install Studio 2009.

I have also purchased a Studio 2009 upgrade for my Trados 2007 Freelance. But I would never, ever install it on the same machine until I can do everything I do in 2007. My clients will not wait until SDL solves problems related to TTXs, bilinguals, whatever...

Presently I am running my SDL Trados Suite Freelance 2007 and MTerm 2007 in a Windows 7 64-bit Release Candidate version: it works great. That's why I call it Trados "Sweet" Freelance...icon_smile.gif

Between jobs, I open an MS Virtual XP session (a MS Virtual PC for Windows 7 Ultimate with an already licensed copy of XP, still Beta), run Studio and MTerm 2009, and play with it a bit. The day I don't need TTXs and bilinguals anymore, I'll remove 2007 and install 2009. Until then, "Sweet Freelance" rules...icon_smile.gif

Cheers

Edric

[Edited at 2009-06-08 19:26 GMT]


 

Frédéric Combes  Identity Verified
Spain
Local time: 04:31
Member (2006)
English to Dutch
+ ...
Here is another... Jun 8, 2009

... very disappointed translator. I must admit to have bought this new version almost blindfoldly and now I must suffer the consequences. This new version shows serious licensing problems, not to mention other problems I've read about in other threads.

What bothers me most though, is the fact that I have to return my Trados 2007 license in order to be able to activate my Trados 2009 license. This gives me a feeling as if SDL has lent me a license instead of having it actually sold to me. I really have no clue if SDL thought about this issue before changing its policy but I can assure you that this causes serious problems (at least for me).

Take for instance long-term projects. With Trados 2009, I'm suddenly not able anymore to deliver bilingual files that almost each translation agency requires upon delivery of the translation. Then there are the issues with the new TM formats and the Multiterm compatibility. I'm afraid we haven't seen the end of it.

I think that SDL, in an attempt to bind its customers more to its company using this aggressive sales strategy, has no idea what damage it is causing to its own company image. The lack of a decent support platform, both for clients with and without a support agreement, and the absence of essential functions for translators by not having listened to them in the first place are in my opinion the main factors of this deteriorating evolution.

I can tell you one thing: I have learned my lesson.


 

Giuliana Buscaglione  Identity Verified
United States
Local time: 19:31
Member (2001)
German to Italian
+ ...
Gosh.... Jun 8, 2009

Hi Astrid,

what a doom's day report, I am very sorry for all the troubles. I admit that I always buy a Trados upgrade when available, but never ever install it before the first patch is released (or so). I am not smarter, I simply had to lick my wounds in another life. I don't feel stupid for always buying them, as until now it was worth to go with "innovations" and the perfect way to get rid of version-driven headaches. I own two 2007er licenses and I am happy I did buy the second one (that was an investment, but I could go headache-free thru a very large project, when one PC passed away without any warning and dragged one license in its tomb).

I expect that agencies won't move quickly to Studio (if it is expensive for freelancers, for LPSs it's much more expensive to move on), so I am happy I'll have one license linked with an environment I feel familiar with (I deeply regret TagEditor's death; I love to see tags... so that I do not accidentally deleted move add modify any of them... from screenshots Studio's interface looks neat, but the way with it still looks too thorny for my taste)

Still, I am surprised that such a piece of art, announced as some sort of innovation, isn't able to deal with previous versions and deliver previous versions formats. That would be a great plus, but I suppose that that is one of those corporate decisions. There are some other CATs leaving the door open for those, who cannot or will not upgrade, for a while at least. I call that client-friendly, actually a the highway to client satisfaction. And we all know that client satisfaction goes hand in hand with client retention. As much as I understand the whyS, that "flexible" licensing has always been a pain, a very client-unfriendly solution, but so be it.

I do hope that this huge mess, which reminds me tragically of some half-baked something I am more familiar with, will be quickly sorted out and real functionality-compatibility-interchangeability implemented-ironed out-included-an whatever else needs to be done. This is what I expect as a long-term little client from a leading brand.

Giuliana


 

Astrid Elke Witte  Identity Verified
Germany
Local time: 04:31
Member (2002)
German to English
+ ...
TOPIC STARTER
Are you serious? Jun 8, 2009

Frédéric Combes wrote:

Take for instance long-term projects. With Trados 2009, I'm suddenly not able anymore to deliver bilingual files that almost each translation agency requires upon delivery of the translation.


I have not worked with agencies too much in the past, but this year I am working with agencies a little bit more often, and - yes - they certainly do require bilingual files.

I cannot help wondering if the agencies are keeping up with the software as much as we translators are, since I believe, from what I have seen of Studio 2009 so far, that it is very much ideally organised, for project managers to send us "packages" and receive "packages" back from us, but I honestly think it will be a long time before they do this. I have not even had a single project package created in Synergy of the 2007 software from a PM so far.

If it is not possible to deliver bilingual files to agencies, that is indeed going to limit the number of agency clients.


 

ViktoriaG  Identity Verified
Canada
Local time: 22:31
English to French
+ ...
I think that is actually the point Jun 9, 2009

Giuliana Buscaglione wrote:

Still, I am surprised that such a piece of art, announced as some sort of innovation, isn't able to deal with previous versions and deliver previous versions formats. That would be a great plus, but I suppose that that is one of those corporate decisions.

I am not the least surprised. If the new version were backward compatible, then a bunch of people wouln't see the need to upgrade - that would be SDL's loss. SDL needs a very serious argument to ensure that most of the current users buy into the new product, what with all the competition they have been faced with recently. It seems to me that the point is to coerce people into upgrading. Looks familiar to me...

Indeed, this seems to be a corporate decision, whatever that means...

[Edited at 2009-06-09 02:34 GMT]


 

Tomas Mosler, DipTrans IoLET MCIL MITI  Identity Verified
Czech Republic
Local time: 04:31
Member (2008)
English to Czech
but Jun 9, 2009

ViktoriaG wrote:

Giuliana Buscaglione wrote:

Still, I am surprised that such a piece of art, announced as some sort of innovation, isn't able to deal with previous versions and deliver previous versions formats. That would be a great plus, but I suppose that that is one of those corporate decisions.

I am not the least surprised. If the new version were backward compatible, then a bunch of people wouln't see the need to upgrade - that would be SDL's loss.


But why it should be bad to offer backward compatibility? Even Microsoft did that with Word 2007. It could - as opposite to loss - attract new customers to buy 2009, if they knew they can process "old jobs" (like bilingual Word files from agencies that still use only 2007) with that, too. Just imagine how many people are discouraged from upgrade to 2009 after this mess.

The purpose of upgrades is to provide improvements, maybe new formats (like docx in Word), not to kill the old stuff (like bilingual Word files)...


SDL needs a very serious argument to ensure that most of the current users buy into the new product


And that argument could be?


 

Stanislav Pokorny  Identity Verified
Czech Republic
Local time: 04:31
English to Czech
+ ...
MultiTermi issues Jun 9, 2009

Hi Astrid,
if you have previously used Trados 2007, it should be possible for you to use termbases you loaded into MT2009 in Workbench. It's working for me.


 
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