| Utilisateur | Auteur du fil: texjax DDS PhD How to return Trados license |
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texjax DDS PhD 
États-Unis
Local time: 21:15
  Membre (2006)
anglais vers italien
+ ...
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Dear all,
The computer where I had my Trados license installed crashed, and I need to return the license in order to use Trados on another computer.
The only available option found on the SLD website is the following:
"To return your license so that you can use it on a different computer, please follow the instructions below:
• Go to the SDL License Manager
(Start > Programs > SDL International > [Product Name] > License Manager)
• Select View Activated Licenses
• Highlight the Fulfilment ID of the Activation code to enable the Return License button
• Once available click the Return License button and you will receive confirmation that the license is now available to use on another machine"
For obvious reasons I am unable to follow the above path, and getting in touch with a representative is less likely to happen than winning the lottery.
I have also searched the previous threads section but unsuccessfully. Have any of you experienced the same problem in the past?
All suggestions are gratefully welcome. Thank you
[Edited at 2009-11-05 15:51 GMT]
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Emin Arı
Turquie
Local time: 04:15
Membre (2008)
anglais vers turc
+ ...
| | pleas apply to SDL online help desk | Nov 5 |
They are available during day time and can give you a new auth. code.
regards
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SDL Support
Royaume-Uni
Local time: 02:15
anglais
|
Hello,
We offer free installation and licensing support.
If you are experiencing a licensing or installation problem then please visit our solution finder which is designed to help users fix their problems. We urge you to follow the solution finder step by step and, if your problem is not resolved, you will be given a support form to fill out. The support form will then be sent to our support team, who will get back to you as soon as possible.
To visit the solution finder please follow these instructions:
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.
I hope this helps.
Many Thanks,
Gareth Powell
SDL Support Team
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texjax DDS PhD
États-Unis
Local time: 21:15
Membre (2006)
anglais vers italien
+ ...
AUTEUR DU FIL | | No support form found | Nov 5 |
Dear Gareth,
Thank you for your prompt reply. I appreciate.
I followed the outlined instruction but I haven't found a solution to my problem. I am trying to locate the support form, which has not been offered to me up to this point (I am at step 7).
I cannot follow the path described in my previous post, and I am unable to follow the instruction:
If you use an Activation Code please return it on the old computer/before formatting your disk. You can use it again after you have installed the software on the new computer.
Please do also return your license file before changing computers/formatting your disk. You'll have to generate a new license file afterwards.
since my old computer does not work anymore (I was not planning to return my license). The Licensing Problems section does not seem to cover my issue.
Can you please explain how to find a support form to fill out?
Thank you
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blomguib
Brésil
Local time: 00:15
Membre (2003)
anglais vers flamand
+ ...
| | exactly the same experience | Nov 5 |
I had an exact copy last week of what you describe...
Even after 4 days of nerve racking, I wasn´t able to return the license.
I found the following:
1) go to the SDL site
2) my account
3) login
4) go to my licenses
5) go to my support
6) go to Licensing and Installation Help
7) go to knowledge base
8) go to solution finder
9) go to licensing problems
10) choose last option
11) choose activation code
12) choose error during activation
13) firewall settings are OK
14) software turned off
and....you wil wind up with a form that you can fill out....perhaps there is an easier way, but I sure didn´t find it and I definitely looked for it!!!!!
I have to admit that - once I had found this form and filled it out - the reaction was almost immediate and the problem was solved!
Best of luck!
[Edited at 2009-11-05 21:07 GMT]
[Edited at 2009-11-05 21:08 GMT]
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SDL Support
Royaume-Uni
Local time: 02:15
anglais
|
Hi all,
Only one step shorter, but misses the long way around to the Knowledgebase. Go to http://talisma.sdl.com and then take this route under the solution finder tab.
Be extra careful to make sure you put the correct email address down. The most common reason for us not being unable to get back to users is that the email address is incorrect.
Regards
Paul
[Edited at 2009-11-05 21:34 GMT]
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texjax DDS PhD
États-Unis
Local time: 21:15
Membre (2006)
anglais vers italien
+ ...
AUTEUR DU FIL | | Update as of Nov 9 | Nov 10 |
Thank you all for your kind suggestions, which allowed me to locate the form, fill it out, and send my request on Nov 5.
No reply up to this point (and I triple-checked my e-mail address, thanks Paul).
I'll keep you posted.
Kind regards
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SDL Support
Royaume-Uni
Local time: 02:15
anglais
| | Trying to find the case | Nov 10 |
texjax DDS PhD wrote:
Thank you all for your kind suggestions, which allowed me to locate the form, fill it out, and send my request on Nov 5.
No reply up to this point (and I triple-checked my e-mail address, thanks Paul).
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Hi,
I thought I would follow this up with the Support Team because they are usually very quick with these cases. The response I had this morning was that they have been unable to find your case at all. They have looked at all cases logged on 4th 5th and 6th but cannot see a matching case.
I would be happy to take this one via email with you so we can also try to find out what happenned to your initial case submission? Can you drop me a mail with your details to pfilkin-at-sdl.com?
Regards
Paul
[Edited at 2009-11-10 09:37 GMT]
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Nora Diaz
Mexique
Local time: 19:15
Membre (2002)
anglais vers espagnol
+ ...
| | Just for the record | Nov 10 |
I just wanted to say that I recently had a problem where I uninstalled Trados from a laptop I sold and never thought of returning the license.
I went to the SDL website and got great and prompt help from a Live Chat rep who e-mailed me a document outlining the steps I had to follow to submit a support request.
SDL quickly got back in touch with me and returned my license so I could continue with the activation of Studio. If memory serves me right, I think it all happened in the same day.
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texjax DDS PhD
États-Unis
Local time: 21:15
Membre (2006)
anglais vers italien
+ ...
AUTEUR DU FIL |
Dear Paul,
Thank you so much for your offer to assist. I do appreciate it.
In the meantime my support request has been found, and this morning I received via e-mail a form to fill out.
I am confident that the issue will be promptly solved. I'll keep you posted 
Kind regards and have a nice day.
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