Unable to return and deactivate license for SDL Trados Studio 2011
Thread poster: Ana Fernández Ramos

Ana Fernández Ramos  Identity Verified
Spain
Local time: 01:32
Member
English to Spanish
+ ...
Mar 27, 2015

Dear colleagues,

I have tried to deactivate on-line (though My Account) a license for SDL Trados Studio 2011 in order to use it with SDL Trados Studio 2014. However, for some reason the process didn't work well and while my SDL software considers the license as deactivated and gives me a Deactivation Certificate, the license appears as "In use" in my account in the SDL on-line system; I tried to provide the Deactivation Certficate clicking on "Can't deactivate online? Deactivate online" in my account, but the system does not accept it, as it considers that I am still using the license on another computer.

Does anyone know how could I solve this problem?

I'd be incredibly grateful if someone could give me asap any tip on how to transmit the deactivation certificate to SDL and finally "unblock" my license. Thank you very much in advance.

Regards,
Ana

P.S. I already tried the SDL support chat and they weren't able to help me.


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SDL Community  Identity Verified
United Kingdom
Local time: 01:32
English
If you can't do this yourself... Mar 27, 2015

... via the self service option and reset your own license as described in KB article #5196 ( http://kb.sdl.com/kb/article?ArticleId=5196 ) then the licensing support team will have to help you.

Go to the Knowledgebase;

http://kb.sdl.com

Then go to the tab called Solution Finder ( http://kb.sdl.com/?cid=23&tab=sf ) and now go here;

Licensing Problems
- I use SDL Trados Studio / SDL Passolo – 2011 or 2014
-- I need to have my license reset

Pick the correct route for you and if appropriate you will be presented with a form that you can fill in to generate a support request and you will be contacted, normally within a day.

Also use the Chrome browser to log the case if you have it; you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you.

Regards

Paul
SDL Community Support


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Ana Fernández Ramos  Identity Verified
Spain
Local time: 01:32
Member
English to Spanish
+ ...
TOPIC STARTER
Self Service function Mar 28, 2015

Dear Paul,

Thanks so much for your quick answer. However, I have another problem with the solution you suggested: it seems that the Self Service function is not enabled in my online account because I don't have all my product licenses (including Extra Activations) activated.
Source: http://kb.sdl.com/kb/?ArticleId=5196&source=Article&c=12&cid=23#tab:homeTab:crumb:7:artId:5196
"For SDL Trados Studio Freelance Plus users: this functionality is only available when all codes are in use and you have no extra activation available any more."

How can it be possible that I'm obliged to use all my licenses in order to return just one? If I'm right, that means I will not be able to use the Self Service function because I only own 1 computer, so I cannot even install the Extra Activations I do have. Is there any other way I can use the Self Service function?

I already sent a support ticket to SDL (don't really know when they could answer me), and I wonder if it would be possible for SDL staff to simply directly deactivate my problematic license if I provide them with the Deactivation Certificate...

Regards,
Ana


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