Hello Silvia Francalanza

Are you using a Studio Freelance edition? Could you please confirm if you mean that your default language pairs have been changed for some reason during the update?

The language pairs can be changed by repairing the Studio installation, or by reinstalling the software.
https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039395

Alternatively, there is a workaround (bit technical) to edit the registry - this is quicker but the re-installation might be safer:
https://community.sdl.com/product-groups/translationproductivity/f/studio/21569/sdl-2017-do-not-prompt-for-default-languages-after-uninstalling-and-reinstalling-it/74782#74782

Hope this helps.

Best wishes,
Greta

Thank you Greta. I'm afraid I wrote Japanese instead of Italian by mistake when I did the upgrade. I have disinstalled (hopefully) the program and tried to return the licence offline in order to reinstall the program. I have received a ticket on my email to return the licence but does not work. It says there is an error.

Can I simply download it again instead of returning the licence? Will I be able to change the language combination afther the new download? Silvia

Uhf .. It did not work. It says: Set up did not complete. The error is: set up detected a higher version of this product already installed. If you still wish to install this version you must remove the other version first. 

What does it mean? WHat is a higher version? I can't find what I still need to remove. SInce it's an upgrade I don't see any file reporting 2019 in my computer, what shall I search for?

Hello Silvia Francalanza,

The message means (confusingly) that some components have not installed correctly.

You can manually install these yourself by following this article-

https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0032886

Please Note:

You MUST be logged onto the machine as ADMIN to perform installation tasks.

this is far TOO difficult for me. Can you tell me what files must be uninstalled first? I can search for them and see If they are still there to be removed. I may have skipped something during the uninstallation process since I am not a technician... DOes it have to do with 2017 version or only 2019? I can search for files reporting Trados Studios 2019 and remove them? 

Is there an Italian CUstomer Service I can call??

Hello Silvia Francalanza ,

I would suggest you log a support ticket please-

Log in to your SDL account- and Submit Case

One of the tech team will then be able to set up a remote Webex session with you and get this working as it should.

Thank  you for your support, but this is very frustrating. SInce yesterday morning I keep jumping from one SUpport Team to another. I've been in contact with 5 different people from SDL team. I simply needed to change my language combination. Shall I explain everything again from scratch? Will you pass on my Client History to the new team? Is there a phone number I can call in Italy? 

Hello Silvia Francalanza ,

Normally such cases are very easy to resolve through the articles we write and make public on the SDL Gateway- but in the odd case or two, there are other factors involved that complicate matters and which are out of our control.

In this situation, all you need to do is log the support ticket and explain that you have installed the wrong languages and you have already followed the advice on Community (link to this thread if you want).

The team will then set up a remote Webex with you to resolve this.

Steven, ok I was brave I followed the instructions to manually install the modules.

Now I have my Studio 2019 back in function, BUT now I STILL have the same problem!

Your colleague said that after resetting the licence and the reinstallation of the program I would be able to change language combination I  was not asked what languages I wanted! ANd NOW?? I am back at the same point, please it's a nightmare. 

Hello Silvia Francalanza ,

Have you logged a ticket as suggested? Our support team can then assist you.

You must have admin rights on the PC and the Webex will involve you installing a small Webex plugin that allows me to take control of your machine.

Alternatively if you prefer, I can set up a Webex remote session with you- (please email me at swhale@sdl.com) your availability and sort this for you.

After 3 days spent struggling with it, I've just found out (from a colleague, not your support team) that it was not necessary to unistall/reinstall the program, which, by the way, generated the error I described in my previous email. 

After copying a code in the program (also explained in one message in the community) I could change the languages. I hope it will work with all the projects I'm dealing. Why nobody in the support team told me about it? Greta, You, Daniel....  I had to jump from one chat to another, following 5 different people with very complicated instructions. 

Thank you, You tried to help but the path was easier than we all expected. This service must be improved, and be made more user-friendly in order to satisfy your clients' expectations. 

After 3 days spent struggling with it, I've just found out (from a colleague, not your support team) that it was not necessary to unistall/reinstall the program, which, by the way, generated the error I described in my previous email. 

After copying a code in the program (also explained in one message in the community) I could change the languages. I hope it will work with all the projects I'm dealing. Why nobody in the support team told me about it? Greta, You, Daniel....  I had to jump from one chat to another, following 5 different people with very complicated instructions. 

Thank you, You tried to help but the path was easier than we all expected. This service must be improved, and be made more user-friendly in order to satisfy your clients' expectations. 

Hello Silvia Francalanza ,

Thanks for confirming you have been able to resolve this.

We do not generally give advice on editing the registry in community as errors doing this, can seriously damage Windows itself.

But good to know everything is back on track.

Hi Silvia Francalanza

I am glad to hear that you solved the issue, and I am sure we all know how it is to be under pressure and something is not working as we expect it to. However, please note that this is a user forum. Few of us are SDL employees (I am not) and even most of those who are contribute voluntarily.

Every software update has the potential of things going wrong or needing some "firefighting" before things run smoothly. It's best to schedule updates to times with a bit of slack, so that holdups don't develop into crises.

Again, glad you solved the issue at hand, and I wish you a very good day!

Daniel

Hello Silvia Francalanza

Happy to hear it was resolved.
However, let me please get back to you on the following notes:

Silvia Francalanza said:

After 3 days spent struggling with it, I've just found out (from a colleague, not your support team) that it was not necessary to unistall/reinstall the program, which, by the way, generated the error I described in my previous email. 

After copying a code in the program (also explained in one message in the community) I could change the languages. I hope it will work with all the projects I'm dealing. Why nobody in the support team told me about it?

Kindly check the very first response to your query: 

Greta Magyar said:

Alternatively, there is a workaround (bit technical) to edit the registry - this is quicker but the re-installation might be safer:
https://community.sdl.com/product-groups/translationproductivity/f/studio/21569/sdl-2017-do-not-prompt-for-default-languages-after-uninstalling-and-reinstalling-it/74782#74782

I believe this is what you have performed just now, which you say you found out from a colleague (not SDL) after days of struggling. But it was there for you all along.

Furthermore, all of us suggested to you to contact our support team via the provided link to use the free help offered in such cases, but a ticket was never raised. Help was in arm's length. 

I understand your frustration, but please try to see it from our side as well - we gave you the instructions so you could perform the fix yourself and also showed you a way to get free technical help, so our engineers could do it for you.
You are right that there were several people in this thread contacting you, and maybe it indeed became confusing, if so we are sorry for that, but as I see it from here you still seemed to have ignored quite a few of the helping hands.

I hope Studio will serve you well, and will work for you smoothly from now on.

Best wishes,
Greta

Customer Success Consultant - SDL

Yes, but I remind you that I followed exactly what you suggested (reset the license with a different department, and reinstall the program instead of the second option because you said it would be safer and would allow me tO change language combinations. This did not happen,  and you need to know it doesn’t work. After reinstalling, (very complicated process as you know, with error messages to solve here too) the languages werset exactly as they were before, with German instead of Japanese I was not asked what were the languages I wanted  ( as you affirmed) and there was No way to change them. Just like the point where all this started.

So I did exactly what you said. I did not realize you were not a support team. Sorry now I know, next time I’ll write to the correct department from the beginning. But I still think that SDL must offer a better and more user friendly platform of assistance to clients. The Support home page is extremely confusing and misleading. Sorry if I was frustrated by the whole situation. I lost two clients in he meantime and I still do not understand why this Update created so many problems. SDL software programming also clearly needs to be improved.

All the best. Thank you any way for trying to help. 

Thank you Steven for your support. Still, all this should not have happened. It is not your (I mean the whole community that tried to help me) fault. ANY update should be easy to install and should maintain the previous settings. I still do not understand why my language combinations changed, and why I could not repair this easily and rapidly as it should be. I definetely won't update Trados any more for a long time. 

I'm writing all this to the Support Team and SDL to let them know my complaint. TKS.