SP2 update "Customer Feedback Service" causes fatal error
Thread poster: spamalot

spamalot
Germany
Local time: 07:18
Member (2009)
German to English
+ ...
Feb 12, 2015

Hello,
Not sure if anyone has already posted on this topic. What I found in a quick search online was 1 single discussion of this problem and it didn't help much, so please bear with me:
I have the automatic update service set in Trados Studio 2014 and am being prompted since last night that the system wants to download SP2. This morning I tried to do this and it keeps ending on the same "fatal error":
"Service 'SDL Trados Studio 2014 SP2 Customer Feedback Service' (Sdl.Studio.Product.Telemetrics.v1) failed to start. Verify that you have sufficient privileges to start system services"
Several issues here: I am the only user of my PC and thus have maximum rights for everything on everyone, administrators and myself.
I have no clue what a) Customer Feedback Service might be or b) what that Telemetrics thing might be.

So first, I clicked "Retry" which didn't help of course and it keeps ending in a loop, so I eventually need to cancel the update. As an alternative, I went to the Trados site and downloaded SP2 directly. It seemed to install promptly without sending any error messages. However, when I then restarted Trados, the automatic update keeps coming back with the same error.

Perhaps it has to do that I have disabled all add-ons for Word and also lost the Trados Word template because it keeps messing up Word for my purposes and I really don't need it. But judging from the name of said items in the update, this seems to concern stuff internal of Trados - has anyone heard of it - or better yet, knows what to do?

I also don't understand why - in spite of the auto-update setting - Trados doesn't understand when it is updated.

Thanks very much for any input!


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SDL Community  Identity Verified
United Kingdom
Local time: 07:18
English
We have seen a couple of these... Feb 12, 2015

... in Support and they were resolved by uninstalling the AntiVirus on the computer, uninstalling Studio, then reinstalling Studio and then the Antivirus. The problem is apparently similar to this: http://kb.sdl.com/#tab:homeTab:crumb:7:artId:5303

Regards

Paul


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spamalot
Germany
Local time: 07:18
Member (2009)
German to English
+ ...
TOPIC STARTER
good article link there Feb 12, 2015

Thanks Paul,
The further link to the article made me breathe a little easier, simply because I am running multiple anti-virus, anti-whatever programs and that would be a pain. So, from what I gather from the article, I'd need to undo Trados entirely and disable my walls and reinstall Trados as administrator as shown in the article, to then re-wall myself.
What I am wondering about now is: I have one old but large-volume client who absolutely needs ancient Trados and for that I need at least Trados 2011 at the same time as the 2014 version. Do I need to reinstall Trados 2011, too?
Many thanks!


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spamalot
Germany
Local time: 07:18
Member (2009)
German to English
+ ...
TOPIC STARTER
it all worked out Feb 13, 2015

I did exactly as Paul said and followed his links for instructions, took down my firewall and executed as administrator when reinstalling Trados 2014. Since then it has never thrown described error again and it all went very smoothly. I did not have to do anything for any older also running versions. THANK YOU!

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Algis Masys
Canada
Local time: 22:18
Member (2009)
English to Lithuanian
The same with 2015 Aug 18, 2015

I got this same error in Studio 2015. And found the culprit:

C:\Program Files (x86)\Common Files\SDL\Telemetrics

Sdl.Desktop.ProductTelemetrics.Host.Windows.exe.Config

and Sdl.Desktop.ProductTelemetrics.Repository.Sqlite.dll.config

At least one of these files was corrupted.

So renamed these to *.old and got a lift-off.


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Isabelle Berquin  Identity Verified
Local time: 01:18
Member (2007)
English to French
+ ...
Thank you Algis! Oct 10, 2016

I followed your suggestion and it took care of the issue for me as well (while installing Studio 2015). Many thanks for posting this!

Isabelle


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