Unable to deactivate license offline

Question

Hello, 
 I would like to move the existing license from old machine to newer machine. 
 In this regards, I am going to manage this process offline. 
 As per the process, I able to activate the license on new machine, but could not able to deactivate it on old machine. 
 I am getting following error message as shown below when copied deactivation authorization from RWS account.

Could you please help me to fix this issue?

Anca Stoian · Answer

Hi Amey KUNTE , 
 Which product license are you trying to deactivate? 
 I can see you have two SDL Passolo 2018 Professional Edition - one is free to use - Available state, the other is In Use. Is it the one In Use that you wish to deactivate? 
 If yes, you can try to reset it https://gateway.rws.com/csm?sys_kb_id=5683e45c3b43769893afd79704e45acc&id=kb_article_view&sysparm_rank=6&sysparm_tsqueryId=8d7b343683d9839415c56180deaad392 
 Best regards, 
 Anca

Anca Stoian · Answer

Amey KUNTE 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 : CS0051152.

Anca Stoian · Answer

Thank you for clarifying this, I have opened a case with the technical team so they can reset it for you. 
 Best regards, 
 Anca

Trados Portfolio > 2. Licensing and Installation

Unable to deactivate license offline