Hello Roberto Crivello 

Please try to reset the license from your RWS account as described in this article: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0038545

Thank you,
Sorin

Hi Sorin,

Thanks for the clue.

I have a Freelance Plus license. When I click on Reset Licence, it gives me 2 fulfillments IDs to choose from. How do I match the relevant fulfillment ID to the Studio version on the computer where I am going to uninstall and then reinstall Studio.

Roberto

Hi Roberto,

In this case, you need to select and reset the fulfilment that is closer to when you remember activating it on that computer. We don't have that detail. 

Kind regards,

Anca

Why should life be so hard for your users. I don't remember and I am unable to establish which fulfillment ID matches which istance of Studio on my two computers.

Please consider this scenario: If I have open Studio on Computer 1 (where I want to keep working) and I select wrongly the fulfillment ID which matches this istance rather than Studio on Computer 2 (where I want to uninstall and later reinstall Studio) what would happen? Would my Studio on Computer 1 stop working? Have you had any user reporting any such problem resetting a license?

Roberto

Why should life be so hard for your users. I don't remember and I am unable to establish which fulfillment ID matches which istance of Studio on my two computers.

Please consider this scenario: If I have open Studio on Computer 1 (where I want to keep working) and I select wrongly the fulfillment ID which matches this istance rather than Studio on Computer 2 (where I want to uninstall and later reinstall Studio) what would happen? Would my Studio on Computer 1 stop working? Have you had any user reporting any such problem resetting a license?

Roberto

Hi Roberto,

Whilst I can understand the frustration of not knowing, I'm afraid that this responsibility of remembering when you use a fulfilment falls on you because we don't access your computer remotely to register your computer's ID when you activate a license, we just register the date when you did that.

We don't have access to our customers' computers to know these details. The system registers only the date when a fulfilment has been used, not the device ID on which it was activated. This is the customers' responsibility, to remember approximately when they last activated the license and on which device.

If you reset the wrong license, it will deactivate on the device it was used, and you need to activate it again. it won't uninstall Trados, just deactivate the license.

You can always check the last modifications of your Trados if you go in Control Panel and check the Programs there - it shows you the last time you modified Trados on that computer and should give you an approximate date for the activation (especially since Trados 2019 did not have any recent updates).

But we do not register the device's ID or other sensible information like that in the system when you activate a license, I think you can understand why this is not acceptable to do.

Kind regards,

Anca

Before trying the Reset License blindly, I just gave another try to Deactivate offline, and this time I was able to generate the Deactivation authorization as well as the Certificate, now my Studio 2019 is deactivated. Before taking my computer to be hardware upgraded, I wanted to double check if I could reactivate Studio, but It was not possible when I inserted the activation code! It says Activation failed. I am not sure I understand what all this means. In my SDL account I see In Use: 1 1* and Available: 0 0*
What's going on. Let's imagine I had already done the hardware upgrade to my  computer. Now how am I going to reactivate Studio 2019?

Ok I need to correct myself. It seems I hadn't returned the certificate. I inserted the certificate in the appropriate box and now my account, in Licences, shows In Use 1: 0* and Available: 0 1*

I am assuming that when I need to reactivate my Studio 2019 I will be able to do it using this available license, hoping that the process will be as smooth as possible.

Hi Roberto Crivello ,

Yes, if one of the fulfilments appears as Available, this means you can use it to activate Trados.

Please, use the offline activation procedure, as for Trados 2019 it works better. Thank you.

Kind regards,
Anca