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Thread poster: Back to basics

Back to basics
Local time: 18:52
Member (2012)
English to Dutch
+ ...
Aug 20, 2012

I have the following problem: my laptop (on which Trados Studio 2011 was installed) died on me and I had to buy a new one. As it was an unexpected thing, I was not able to deactivate my licence. Now I need to contact Trados support to deactivate the licence in question so that I can activate it again on my new machine. The knowledge base page (where I could possibly lodge a ticket) is however inaccessible....blank page...Any (fast) help would be largely appreciated!


Drew MacFadyen
Additional links Aug 20, 2012

Stefan, have you tried - http://www.translationzone.com/en/support/online-product-help/ (that page is up for me)


This is the specific page I think you need - http://producthelp.sdl.com/SDL_Trados_Studio_2011/client_en/SDL_Trados_Studio_Help.htm and includes how to deactivate/activate with and without internet connection.

Hope this helps. I will also pass this along to SDL support




Back to basics
Local time: 18:52
Member (2012)
English to Dutch
+ ...
I really need to contact SDL support Aug 27, 2012

I have tried all possible ways of contacting SDL support (also all the links Drew so kindly provided; they work but all lead back to the KB-page which doesn`t) and it simply doesn´t lead to anything. I always end up on the page that is supposed to correspond to the knowledge base (kb.sdl.com). The page refuses to open. I get a top bar and that is it.

I have been without Trados for more than a week now and am getting slightly irritated by the impossibility to solve this problem, or better by the impossibility to reach the business I bought this soft from.

This is not even a soft problem: it is a problem of installing and activating this thing. I dread the moment when the soft is up and running again...

Help would be immensly appreciated, especially originating from SDL.


Natalie  Identity Verified
Local time: 22:52
Member (2002)
English to Russian
+ ...

Moderator of this forum
Hi Stefan Aug 27, 2012

First of all, please note that SDL website does not work properly in all browsers, so better use IE.

The webpage you really need, is https://oos.sdl.com/asp/products/ssl/account/default.asp (I myself used it some time ago when my hard disk crashed). And here is what you should do:

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.

(the link to this post: http://www.proz.com/post/1032874#1032874 )

Proceed to the end and fill in the form you will get.


[Edited at 2012-08-27 21:14 GMT]


SDL Community  Identity Verified
United Kingdom
Local time: 22:52
Member (1970)
Filling out the KB Aug 28, 2012

Hello Stefan,

I checked your account and see you are referring to the Starter Edition, so I completed the form online for you to submit the support request. The process is this:

Go to the Knowledgebase;


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

Licensing Problems
- I have lost one of my license activations and would like to have it reset.
-- I have SDL Trados Studio 2011 Freelance or Professional

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.

I noted the solution finder didn't mention Starter so I'll get this corrected... but it makes no difference to the form itself.

I hope this helps.



Back to basics
Local time: 18:52
Member (2012)
English to Dutch
+ ...
Nice one... Aug 28, 2012

Natalie wrote:

First of all, please note that SDL website does not work properly in all browsers, so better use IE.

Thank you very much, Natalia!

I really hadn´t thought of the possibility that the SDL pages could not be viewed properly in Chrome...


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