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Chinami Yamashita France Local time: 00:55 English to Japanese + ...
Dec 31, 2018
My old PC was not working well at all so I got a new one.
I am trying to transfer SDL trados 2017 licence - I disactivated it on the old PC (I saw the disactivation confirmation window, it was properly done) some days ago. However surprise! I cannot activate it on my new PC.
From what I see from my account (SDL Account) > Licence, it is still 'in use'.
Confused, I tried to open the software on my old PC in order to see if it was still active there - No. I h... See more
My old PC was not working well at all so I got a new one.
I am trying to transfer SDL trados 2017 licence - I disactivated it on the old PC (I saw the disactivation confirmation window, it was properly done) some days ago. However surprise! I cannot activate it on my new PC.
From what I see from my account (SDL Account) > Licence, it is still 'in use'.
Confused, I tried to open the software on my old PC in order to see if it was still active there - No. I had to enter an activation code.
I tried to force return the licence several times but the message appears:
An error has occurred An email has been sent to support to inform them of the error. Please try reloading / refreshing this page.
So I cannot force return the licence.
On my old PC it is disactivated so I have to enter the activation code - when I tried, it says 'remaining quantity (of licence) 0' (because it is 'IN USE' for SDL).
On my new PC it cannot be activated using my licence because 'IN USE' trados kindly propose 30days free trial.
I do not know what to do to reactivate my licence which has gone to the blackhole or something. Has anyone had the same problem before - if so, could you advise me how it was solved? Or please could you simply advise me what to do? I already wrote to the SDL but they do not reply me.
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Stepan Konev Russian Federation Local time: 02:55 English to Russian
SDL Support
Dec 31, 2018
Chinami Yamashita wrote: Has anyone had the same problem before - if so, could you advise me how it was solved? Or please could you simply advise me what to do? I already wrote to the SDL but they do not reply me.
I have to do this on a very rare occasion (once or twice a year). Normally, they respond sooner than I can submit a support request, but it's New Year's Eve...
UPD: or even better click the 'Request License Reset' button. I didn't try it myself because I communicated with SDL Support by email. However long time has passed, and maybe this 'button' method is better now.
UPD2: I can see that the 'Request License Reset' button is greyed out as 'No Agents Are Available' now. I guess it means you can only submit a request and wait. Good luck!
[Edited at 2018-12-31 12:39 GMT]
Roy Oestensen
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Chinami Yamashita France Local time: 00:55 English to Japanese + ...
TOPIC STARTER
Thank you!
Feb 20, 2019
To Stepan,
Sorry I did not reply you sooner, but what you said helped me! Actually they were very quick replying to me and they sorted out.
Thank you very much for your great help.
Chinami
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