How to return Trados license
Thread poster: texjax DDS PhD

texjax DDS PhD  Identity Verified
Local time: 23:11
Member (2006)
English to Italian
+ ...
Nov 5, 2009

Dear all,
The computer where I had my Trados license installed crashed, and I need to return the license in order to use Trados on another computer.
The only available option found on the SLD website is the following:

"To return your license so that you can use it on a different computer, please follow the instructions below:
• Go to the SDL License Manager
(Start > Programs > SDL International > [Product Name] > License Manager)
• Select View Activated Licenses
• Highlight the Fulfilment ID of the Activation code to enable the Return License button
• Once available click the Return License button and you will receive confirmation that the license is now available to use on another machine"

For obvious reasons I am unable to follow the above path, and getting in touch with a representative is less likely to happen than winning the lottery.

I have also searched the previous threads section but unsuccessfully. Have any of you experienced the same problem in the past?
All suggestions are gratefully welcome. Thank you


[Edited at 2009-11-05 15:51 GMT]


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Emin Arı  Identity Verified
Turkey
Local time: 06:11
Member
English to Turkish
+ ...
pleas apply to SDL online help desk Nov 5, 2009

They are available during day time and can give you a new auth. code.

regards


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SDL Community  Identity Verified
United Kingdom
Local time: 05:11
English
SDL Trados Support Nov 5, 2009

Hello,

We offer free installation and licensing support.

If you are experiencing a licensing or installation problem then 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 "Licensing 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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texjax DDS PhD  Identity Verified
Local time: 23:11
Member (2006)
English to Italian
+ ...
TOPIC STARTER
No support form found Nov 5, 2009

Dear Gareth,

Thank you for your prompt reply. I appreciate.
I followed the outlined instruction but I haven't found a solution to my problem. I am trying to locate the support form, which has not been offered to me up to this point (I am at step 7).

I cannot follow the path described in my previous post, and I am unable to follow the instruction:

If you use an Activation Code please return it on the old computer/before formatting your disk. You can use it again after you have installed the software on the new computer.

Please do also return your license file before changing computers/formatting your disk. You'll have to generate a new license file afterwards.


since my old computer does not work anymore (I was not planning to return my license). The Licensing Problems section does not seem to cover my issue.
Can you please explain how to find a support form to fill out?

Thank you


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xxxblomguib  Identity Verified
Local time: 00:11
English to Flemish
+ ...
exactly the same experience Nov 5, 2009

I had an exact copy last week of what you describe...

Even after 4 days of nerve racking, I wasn´t able to return the license.

I found the following:

1) go to the SDL site
2) my account
3) login
4) go to my licenses
5) go to my support
6) go to Licensing and Installation Help
7) go to knowledge base
8) go to solution finder
9) go to licensing problems
10) choose last option
11) choose activation code
12) choose error during activation
13) firewall settings are OK
14) software turned off

and....you wil wind up with a form that you can fill out....perhaps there is an easier way, but I sure didn´t find it and I definitely looked for it!!!!!

I have to admit that - once I had found this form and filled it out - the reaction was almost immediate and the problem was solved!

Best of luck!


[Edited at 2009-11-05 21:07 GMT]

[Edited at 2009-11-05 21:08 GMT]


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SDL Community  Identity Verified
United Kingdom
Local time: 05:11
English
The quick way Nov 5, 2009

Hi all,

Only one step shorter, but misses the long way around to the Knowledgebase. Go to http://talisma.sdl.com and then take this route under the solution finder tab.


Be extra careful to make sure you put the correct email address down. The most common reason for us not being unable to get back to users is that the email address is incorrect.

Regards

Paul


[Edited at 2009-11-05 21:34 GMT]


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texjax DDS PhD  Identity Verified
Local time: 23:11
Member (2006)
English to Italian
+ ...
TOPIC STARTER
Update as of Nov 9 Nov 10, 2009

Thank you all for your kind suggestions, which allowed me to locate the form, fill it out, and send my request on Nov 5.

No reply up to this point (and I triple-checked my e-mail address, thanks Paul).

I'll keep you posted.

Kind regards


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SDL Community  Identity Verified
United Kingdom
Local time: 05:11
English
Trying to find the case Nov 10, 2009

texjax DDS PhD wrote:

Thank you all for your kind suggestions, which allowed me to locate the form, fill it out, and send my request on Nov 5.

No reply up to this point (and I triple-checked my e-mail address, thanks Paul).



Hi,

I thought I would follow this up with the Support Team because they are usually very quick with these cases. The response I had this morning was that they have been unable to find your case at all. They have looked at all cases logged on 4th 5th and 6th but cannot see a matching case.

I would be happy to take this one via email with you so we can also try to find out what happenned to your initial case submission? Can you drop me a mail with your details to pfilkin-at-sdl.com?

Regards

Paul


[Edited at 2009-11-10 09:37 GMT]


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Nora Diaz  Identity Verified
Mexico
Local time: 21:11
Member (2002)
English to Spanish
+ ...
Just for the record Nov 10, 2009

I just wanted to say that I recently had a problem where I uninstalled Trados from a laptop I sold and never thought of returning the license.

I went to the SDL website and got great and prompt help from a Live Chat rep who e-mailed me a document outlining the steps I had to follow to submit a support request.

SDL quickly got back in touch with me and returned my license so I could continue with the activation of Studio. If memory serves me right, I think it all happened in the same day.


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texjax DDS PhD  Identity Verified
Local time: 23:11
Member (2006)
English to Italian
+ ...
TOPIC STARTER
@ Paul Nov 12, 2009

Dear Paul,

Thank you so much for your offer to assist. I do appreciate it.

In the meantime my support request has been found, and this morning I received via e-mail a form to fill out.

I am confident that the issue will be promptly solved. I'll keep you posted

Kind regards and have a nice day.


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texjax DDS PhD  Identity Verified
Local time: 23:11
Member (2006)
English to Italian
+ ...
TOPIC STARTER
Update Dec 2, 2009

I apologize for my delayed reply, due to personal reasons.

Thank you all for your advices and assistance.

Getting in touch with a SDL representative through the website is not easy (at least in my experience) but once that issue was solved, the rest was a walk in the park.
I was given a prompt and professional assistance, a special thank goes to Gareth, and the licence was successfully returned.

Problem solved. I won the lottery, apparently

Kind regards and have a nice day


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Susanne Werneyer
Local time: 05:11
French to German
+ ...
TRADOS RETURN LICENSE Dec 14, 2009

Hello
I am experiencing the same problem! I cannot use Trados as there are only error messages in various languages coming up and I tried to return my license in order to deinstall and reinstall the programme! I have been loosing now 2 working days, filled in forms with solution finder etc, but there is no answer from the support team! It seems really that it is more difficult to get help than winning in the lottery! I already mailed several persons at the Trados Office and also tried to call, but obviously the office in Ireland is closed at the moment.
I have to deliver a translation but so far no way to get a solution to this problem!
Is there anybody with some clever solutions or suggestions? - As I said, I filled in the form of the Solution finder, but no answer and I really need an urgent answer! Otherwise I might loose the project and the client!
Thanks a lot!
Susanne


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Hila A
Local time: 11:11
Member (2007)
English to Tagalog
+ ...
SDL Live chat-link please Aug 12, 2016

SDL Community wrote:

texjax DDS PhD wrote:

Thank you all for your kind suggestions, which allowed me to locate the form, fill it out, and send my request on Nov 5.

No reply up to this point (and I triple-checked my e-mail address, thanks Paul).



Hi,

I thought I would follow this up with the Support Team because they are usually very quick with these cases. The response I had this morning was that they have been unable to find your case at all. They have looked at all cases logged on 4th 5th and 6th but cannot see a matching case.

I would be happy to take this one via email with you so we can also try to find out what happenned to your initial case submission? Can you drop me a mail with your details to pfilkin-at-sdl.com?

Regards

Paul


[Edited at 2009-11-10 09:37 GMT]


Hello Sir,

May I ask a favor from you? Can you please provide me the SDL Live Chat link as I'm having problems also with a crashed computer, thus unable to return the license.
I have found the link here in the community before, but now I can't seem to find it.
Thanks in advance for your help.


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