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SDL Trados Studio 2017 Update failed to install and Studio 2017 vanished!
Thread poster: lucyna duleba

lucyna duleba  Identity Verified
Member (2006)
Italian to Polish
+ ...
Dec 12, 2018

Hello,
can anybody help, please?

I was working in Studio 2017 while the notification about the update appeared.
I accepted the update.
The update failed to install and the error message:
Service 'SDL Customer Feedback Service' (Sdl.ProductTelemetrics.v1) failed to start. Verify that you have sufficient privileges to start system services.
was displayed.
I tried to repeat the process of updating. To no avail. The same message poped up every time.... See more
Hello,
can anybody help, please?

I was working in Studio 2017 while the notification about the update appeared.
I accepted the update.
The update failed to install and the error message:
Service 'SDL Customer Feedback Service' (Sdl.ProductTelemetrics.v1) failed to start. Verify that you have sufficient privileges to start system services.
was displayed.
I tried to repeat the process of updating. To no avail. The same message poped up every time.
I restarted the pc. It didn't help.
The update has also removed the SDL 2017 all together from my computer.
I looked for the solution on the SDL community but I haven't find any reference.
I would appriciate any tip how to fix it.

P.S. It cannot be 'run as Administartor' issue as I always run the programe in administrator mode

[Modificato alle 2018-12-12 19:39 GMT]
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Samuel Murray  Identity Verified
Netherlands
Local time: 08:16
Member (2006)
English to Afrikaans
+ ...
SITE LOCALIZER
Try this Dec 12, 2018

lucyna duleba wrote:
The update has also removed the SDL 2017 all together from my computer.


Something else happened to me, but the effect was the same: Trados seemingly disappeared from my computer. What worked for me was to download the updates and install them (no need to "uninstall" first).

Try downloading the two products here:
https://oos.sdl.com/asp/products/ssl/account/mydownloads.asp
https://oos.sdl.com/asp/products/ssl/account/downloadarchive.asp

Your problem may be specifically with 2017. I have 2019, so maybe this solution won't work for you.

Similar thread: https://www.proz.com/forum/sdl_trados_support/331145.html

[Edited at 2018-12-12 19:24 GMT]


 

lucyna duleba  Identity Verified
Member (2006)
Italian to Polish
+ ...
TOPIC STARTER
Thanks! Dec 12, 2018

Hi Samuel,
thanks a lot.
I will try what you suggested.
I have bought the 2019 upgrade, though I haven't upgraded as yet, waiting for a quiet moment to come to do so.
No quiet moments so far


 

lucyna duleba  Identity Verified
Member (2006)
Italian to Polish
+ ...
TOPIC STARTER
Fixed! Dec 12, 2018

If there is anybody having the same problem, here is how I managed to fix it:
https://gateway.sdl.com/apex/communityknowledge?articleName=Error-when-Installing-Trados-Studio-2017-SR1-CU15

(happy dance)
...
See more
If there is anybody having the same problem, here is how I managed to fix it:
https://gateway.sdl.com/apex/communityknowledge?articleName=Error-when-Installing-Trados-Studio-2017-SR1-CU15

(happy dance)
Collapse


Alaa Zeineldine
jingmlittlejohn
 

Alaa Zeineldine  Identity Verified
Egypt
Local time: 09:16
Member (2002)
English to Arabic
+ ...
That worked Dec 12, 2018

Thanks a lot Lucyna. I was stuck in the same situation and that solved the problem.

 

David Rumsey  Identity Verified
Canada
Local time: 23:16
Member (2004)
Swedish to English
+ ...
Worked for me as well! Dec 13, 2018

Thanks Lucyna!

It worked for me too!

Glad to hear that the problem was that I was unable to "Restart" my machine in the middle of the update. They should have made it mandatory or aborted the update at that point.


 

lucyna duleba  Identity Verified
Member (2006)
Italian to Polish
+ ...
TOPIC STARTER
To Alaa and David Dec 13, 2018

You are more than welcome, I'm glad I was able to help.



 

BriRob
Germany
Local time: 08:16
German to English
Process not found in Task Manager Dec 13, 2018

Hello!
I have exactly the same problem and tried Lucyna's fix but Sdl.ProductTelemetrics didn't appear in the list of processes in the Task Manager.
Does anyone know a way around this.

Many thanks in advance!


 

Alaa Zeineldine  Identity Verified
Egypt
Local time: 09:16
Member (2002)
English to Arabic
+ ...
Telemetrics service Dec 13, 2018

BriRob wrote:

Hello!
I have exactly the same problem and tried Lucyna's fix but Sdl.ProductTelemetrics didn't appear in the list of processes in the Task Manager.
Does anyone know a way around this.

Many thanks in advance!


I didn't find Sdl.ProductTelemetrics under the Task Manager "processes" tab either. I found the entry under the "Services" tab (see image below) and it was already stopped. If you find it running, you can right-click the entry and stop it. I went ahead and renamed the telemetrics folder, then ran the installation file from the %Temp% folder.

Capture

[Edited at 2018-12-13 09:24 GMT]


 

BriRob
Germany
Local time: 08:16
German to English
Many thanks to Lucyna and Alaa Dec 13, 2018

It worked. I'm back up and running!

 

Stepan Konev  Identity Verified
Russian Federation
Local time: 10:16
English to Russian
Safe mode Dec 13, 2018

BriRob wrote:
Sdl.ProductTelemetrics didn't appear in the list of processes in the Task Manager.
Does anyone know a way around this.


Reboot your computer in safe mode (F8 when BIOS menu appears). If you do not know exactly how to do that, just push the reset button on your hardware. It will invoke the menu where you can select safe mode.
Rename the Telemetrics folder, reboot in normal mode, and proceed with other steps.

Bow to Lucyna Duleba

[Edited at 2018-12-13 10:25 GMT]


 

BriRob
Germany
Local time: 08:16
German to English
To Stepan Dec 13, 2018

Thank you too for your efforts

Oluwatosin Adebomeyin
 

lucyna duleba  Identity Verified
Member (2006)
Italian to Polish
+ ...
TOPIC STARTER
Usuful tip Dec 13, 2018

Stepan Konev wrote:

BriRob wrote:
Sdl.ProductTelemetrics didn't appear in the list of processes in the Task Manager.
Does anyone know a way around this.


Reboot your computer in safe mode (F8 when BIOS menu appears). If you do not know exactly how to do that, just push the reset button on your hardware. It will invoke the menu where you can select safe mode.
Rename the Telemetrics folder, reboot in normal mode, and proceed with other steps.

Bow to Lucyna Duleba

[Edited at 2018-12-13 10:25 GMT]


Thankyou Stepan!

United, we can do it!

Only joking. I'm glad the problem found its solution.


 

Jo Macdonald  Identity Verified
Spain
Member (2005)
Italian to English
+ ...
Thanks Lucyna Dec 13, 2018

Thanks to this link I was able to get Studio up and running again.
Nice one.

lucyna duleba wrote:

If there is anybody having the same problem, here is how I managed to fix it:
https://gateway.sdl.com/apex/communityknowledge?articleName=Error-when-Installing-Trados-Studio-2017-SR1-CU15

(happy dance)



No thanks to SDL for releasing rubbish like this and wasting hours of time.
It is still being proposed as an update today, I got hit this morning, wasted quite a few hours sorting it out.
Get your act together SDL, stop proposing this rubbish as a valid update.
Or do you want us to uninstall your software?


 

Matthias Brombach  Identity Verified
Germany
Local time: 08:16
Member (2007)
Dutch to German
+ ...
No ... Dec 13, 2018

Jo Macdonald wrote:

Or do you want us to uninstall your software?


... they simply want us to PAY for it. Lucky enough, because of your posts, I didn't give in to the temptation to download the upgrade. Thank you!

[Bearbeitet am 2018-12-13 13:27 GMT]


 
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