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Renew License purchased - active on website, expired in actual software!!
Thread poster: Soraya Hoepfner

Soraya Hoepfner
Germany
Local time: 13:38
Member (2010)
English to Portuguese
+ ...
Oct 13, 2013

Hi there,

I have purchased a license renew for my Trados Starter 2011 edition. Today I tried to activate it. So I just open the Trados Studio and entered Activation code shown on My Page.

Everything so far so good, I got a message saying something like 'succesfull activated'.

Trados however keeps on showing entry page where it says 'License Expired'.

I then noticed, there is actually a Trados 2014 to install. I thought, that my be the problem. I downloaded and installed Trados 2014. Now I have trados 2011 and Trados 2014 and both says
License Expired.

My Page (trados website) however says something different. It shows I have a 'license in use' and the only option I have is to 'Deactivate it'.

ACtual software says I don't have a license and the only option I have is 'Activate it'.

It is annoying and most of all frustrating to know I will start my day without having access to the product. I cannot see a solution to this, since:

- I cannot enter the software to reach the 'Help' area, where I could Deactivate the existing active license, because software is blocked and says my license is already in use.

- I cannot activate software, because the same software that says my license is expired, says my Activation Code is being 'In use' and that I should deactivate it.

- I cannot deactivate it because I have only the option of 'Activation' in the license window.

Does anyone else have experienced similar problem?

Off course I have wrote to Service desk, but they say 'up to 3 working days' - I guess considering I am relatively new as freelancer in 3 working days I am out of business.... While seeing my deadlines go by, I would really appreciate any earlier help on this.

Thank you in advance!


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Soraya Hoepfner
Germany
Local time: 13:38
Member (2010)
English to Portuguese
+ ...
TOPIC STARTER
?? Oct 14, 2013

Nobody from community has any idea? I have no answer from Trados support so far...

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SDL Community  Identity Verified
United Kingdom
Local time: 13:38
English
The support team... Oct 14, 2013

... are normally very fast despite the 3-days warning. But they will be relying on the details you entered in the case to get back to you. I did try to find you and make sure this was picked up but based on your name in here I could not.

Please feel free to send me an email and I can follow this up.

Regards

Paul
pfilkin@sdl.com


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Soraya Hoepfner
Germany
Local time: 13:38
Member (2010)
English to Portuguese
+ ...
TOPIC STARTER
Contact Oct 14, 2013

Hello Paul,

thank you for your reply, I will contact you via email immediately. I don't know what I could have done wrong, since I understood the renew procces would not require me to Deactivate license first...
I will send you details shortly after, via email.


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Renew License purchased - active on website, expired in actual software!!

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