Studio 2021 shuts down abruptly. No support. Defective product. Want refund.

I have purchased Trados Studio 2021 only two days ago and the software keeps shutting down abruptly. This has happened continuously since I have started working with it.

It is outrageous that I have to pay extra for support for a software that I have just purchased or write in forums as if it were an open source software. What a TERRIBLE customer service.

This is a DEFECTIVE product and I demand a prompt solution or a full refund and reinstatement of my previous 2017 license.

  • It is outrageous that I have to pay extra for support for a software that I have just purchased or write in forums as if it were an open source software. What a TERRIBLE customer service.

    Who told you that you have to pay for support with an issue like this?  You do not.  I'll log the case for you now.

    The forums are there for anyone who has not purchased a "Support & Maintenance" contract... in fact the forums are there for everyone.  The "Support & Maintenance" contract means you get to engage with a support engineer one to one with any technical questions/problems you have, and you get updates to the software included.

    This is a DEFECTIVE product and I demand a prompt solution

    There's no need to react this way.  The problem could just as easily be related to something on your machine that isn't the fault of Trados Studio at all.

    Anyway... look out for the support case number and a support engineer will be in touch.

  • Support Case Id : 00552104. Support case has been logged for your assistance. Please check your SDL Community email address for updates.

  • Hi Paul,

    I'm sorry I Karen'd out on you like that, but I have a deadline and this issue is significantly compromising my productivity.

    My computer is brand new and there was nothing installed in it before Trados, so I doubt it is "something on my machine". In any case, this is a very common error that a lot of people seem to be having and, considering the prices we're paying, I would expect a finished software with common bugs fixed. Instead, I feel like I'm paying to be your beta tester.

    I appreciate you logging the case, I'll wait for updates while I keep reopening the software every 10 minutes.

  • My computer is brand new and there was nothing installed in it before Trados, so I doubt it is "something on my machine".

    I wouldn't rule it out just because it's new.  I lost count years ago of how often a brand new computer needed to have windows reinstalled, device drivers updated, hard disk replaced.  But I'm sure the support team will be able to help.

    In any case, this is a very common error that a lot of people seem to be having and, considering the prices we're paying, I would expect a finished software with common bugs fixed.

    Really... very common?

  • Really... very common?

    The problem is only common because people report it. No one goes to a forum and reports, that everything is working. Only in case something does not work people go and google for it. This way they get an impression their problem would be common - even though the vast majority of users does not have problems.

    I can also confirm, that the problem must be on the users side. I have installed many versions of Studio on many computers with no problems whatsoever.

  • The only thing I know is that I'm here trying to work and having to stop every few minutes. 

    Yes, really, very common, you just have to go through the forums to see it has happened to many people and not only with this version. I guess I'll just wait for someone who can give me an actual solution and not just a sassy reply.

  • Yes, really, very common, you just have to go through the forums to see it has happened to many people and not only with this version. I guess I'll just wait for someone who can give me an actual solution and not just a sassy reply.

    Common only among the users reporting issues here. If you take the count of this users and compare with the number of installations, the percentage of affected users will be very low.

    Malfunction of software may also be caused by improper use. This is not an accusation against you, but just a fact I observe quite often when helping people. Studio is indeed an unforgiving software. If people work in chaotic way, the program tends to shut down very often indeed. But the problem is not the program but the way it is used.

  • Thanks for your observation Jerzy, but still not a solution.

    I have been working with Studio for the past 10 years and never had this issue, but maybe you can tell me what kind of improper use causes this problem? That could actually be useful...


  • If you have been using Studio for so long, it is possible, that you loaded your previous user profile and use your old project templates. Both can cause shut-dows.

    Have you tried to use a standard user profile and then to reset all settings within Studio to defaults? Then use View - Rest window layout.

    Use then a fresh default project template from Studio installation folder to create new templates. Do not reuse old templates or create templates based on projects from previous Studio versions.

    Quite often these simple measures help to avoid problems.

    In your case I do not suppose any chaos, but even such unimportant thing as storing files all over the place and having then opened one time from here and other time from there can destabilize Studio.

  • I am using a project package from an external agency that I haven't created and I still haven't logged in with my user profile. The file has remained in the same location since import.

  • Hello I am following this case because I've seen this happen in many occasions working at an office with 6 studio licenses and your answer is outrageous. Of course no one reports that the software works, it just should.

    SDL Studio crashes, it just does, some days more than others and I've seen that it depends of so many factors that I stopped counting. Sometimes we've taken the time to report it and often we've seen little improvement doing random things like having all files on the desktop. It's quite frankly absurd to have a software that will crash for just any reason, I don't care what it depends on, programmers should make a bigger effort so this doesn't happen and definitely "the problem is not the program but the way it is used" is not an answer to be taken seriously in this case.

    We all use it and buy it but we also know and accept that it tends to be fragile and not the best. I often feel that we only use it because it's popular, but it's getting worse version after version.

  • Nonetheless please try to reset user profile, window layout and Studio: gateway.sdl.com/.../communityknowledge

  • Thanks Jerzy, I'll give it a try and keep you posted.

  • Hi Jerzy, I've tried everything in that post and it keeps shutting down...

  • Hi 

    A support engineer will contact you shortly to set up a remote session to see what is happening and get you back up and running.

    Thanks

    Denise