Where do I log a ticket?

Question

Where do I log a ticket? I need to urgently talk to a technician about installing Trados and find it very hard to navigate this website and to get in touch with anyone for help. I was told by customer service I need to make a post here first

Ana Sabo · Answer

Hi Sara Winge 
 Could you please provide more details about your issue? Which version of Trados Studio do you own? I wasn&rsquo;t able to locate a valid subscription using the email you&rsquo;ve used here in the Community (the last subscription expired on 02-Apr-2025) . 
 Looking forward to your reply. 
 Kind regards,

Anca Stoian · Answer

Hi Sara Winge 
 Please check this article at point 4. you have links to how to uninstall Trados and Multiterm, you need to uninstall both 
 https://gateway.rws.com/csm?sys_kb_id=50f4970c83472ad8a6b1fab8beaad3ea&id=kb_article_view&sysparm_rank=13&sysparm_tsqueryId=fc05fa843bbfba1c93afd79704e45a6b 
 Best regards, 
 Anca

Ana Sabo · Answer

Hi Sara Winge 
 A reset might help you with this. To do this just close Trados Studio and then delete these folders: 
 %appdata%\Trados\Trados Studio\Studio17\ 
 %appdata%\Trados\Trados Studio\17\ 
 You will lose your plugins, and also your settings, but your projects and other resources will remain untouched. Putting the plugins back is trivial via the integrated appstore. 
 If you can't find these folders then you need to unhide your hidden files/folders: 
 www.howtogeek.com/.../ 
 Then restart Trados Studio and see if that helped. 
 Kind regards,

Ana Sabo · Answer

Hi Sara Winge 
 Please see if this article helps - Showing hidden files, folders and extensions on Windows operating systems - RWS Customer Support 
 Kind regards,

Ana Sabo · Answer

Hi Sara Winge 
 Thank you for your reply. 
 In this case, the issue will need to be investigated further by our technical team. However, since the license was provided by the translation agency, the license owner (the agency) would need to open a support case on your behalf gateway.rws.com/csm 
 Could you please contact the agency and ask them to assist you by raising a case with our support team? Once they do, we&rsquo;ll be able to investigate the issue in more detail and help resolve it as quickly as possible. 
 Kind regars,

Ana Sabo · Answer

Sara Winge We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : CS0043547.

Ana Sabo | RWS Group

___________________
Design your own training!
You've done the courses and still need to go a little further, or still not clear?
Tell us what you need in our Community Solutions Hub

Trados Portfolio > 2. Licensing and Installation

Where do I log a ticket?