Unable to "Sign in" to desktop SDL Trados 2017 but able to sign into SDL online and SDL Language Cloud

When I attempt to sign-in to SDL via my Trados Studio 2017 desktop I keep getting "email address or password is not valid". It takes 10 seconds to show this message. When I intentionally use an incorrect password I get the message in 1 second. As such, I can't use my Language Cloud. I can sign in via the web with no issue (else I won't be able to post this). I've reset my password twice and same issue. Restarted computer, restarted Trados.

Any thoughts?

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Unable to "Sign in" to desktop SDL Trados 2017 but able to sign into SDL online and SDL Language Cloud When I attempt to sign-in to SDL via my Trados Studio 2017 desktop I keep getting "email address or password is not valid". It takes 10 seconds to show this message. When I intentionally use an incorrect password I get the message in 1 second. As such, I can't use my Language Cloud. I can sign in via the web with no issue (else I won't be able to post this). I've reset my password twice and same issue. Restarted computer, restarted Trados. Any thoughts?
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Oana Nagy over 8 years ago

Hello Myriam Forcier

I am sorry you are experiencing issues with the Language Cloud log in.
Please refer to this article to resolve the issue

community.sdl.com/.../17652

Oana Nagy | QA Engineer | RWS Group
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Myriam Forcier over 8 years ago in reply to Oana Nagy

Hi Steve, no such luck. Installer is showing I am already using the latest .NET.

In Trados when I select "Create an SDL ID" from the sign in screen it takes me to my Language Cloud account, so for sure my ID is correct and Langage Cloud online is working. Trados desktop is having trouble with authenticating. I've been using Language Cloud with Trados for over a year and haven't seen anything like this. Thanks.
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Jonathan Fray over 8 years ago in reply to Myriam Forcier

Hi Myriam!

It seems like SDL is experiencing some issues with the log in to Language Cloud. Until the log in issue is fixed you can temporarily choose to sign in with an API Key. I've just been informed through one of the support agents that they are doing their best to restore the service as soon as possible.

Until the log in issue is fixed you can temporarily choose to sign in with an API Key. In order to find out how to generate an API key please check out this KB article:

gateway.sdl.com/.../communityknowledge

Hope this helps!
Jonathan
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Myriam Forcier over 8 years ago in reply to Jonathan Fray

Awesome. Thank you!
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Trados Studio > 1. Trados Studio

Unable to "Sign in" to desktop SDL Trados 2017 but able to sign into SDL online and SDL Language Cloud