GENERAL MASSIVE CATASTROPHIC SYSTEM ERROR FAILURE

Hello Paulinho,

I think, if you have updated both Studio and MultiTerm and you still have this problem then you should log a support case ans the installation team will help you. For licensing or installation issues that prevent you from working we have a route for all customers to get help. This can be achieved really quickly using this link:

http://support.xl8.one/

Just fill in the form and submit it. If you can, use the Chrome browser to log the case, you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you.

Regards

Paul

Hello Paulinho,

This isn't correct, you are entitled to support for an installation issue like this.  So I contacted support to see why they would tell you this.  here's the response:

==========================================

I don’t know why the customer thinks that he didn’t get support from us because we helped him.  I have checked.  He logged the ticket through web solution finder and he does not have PSMA.  We did not help him on the same day and took 2 days to get to him but the engineer  called him did a webex and followed up with an email.  We are now waiting for him to respond to us:

Thank you for the time spent on the phone and for allowing me to connect to your PC.

After I checked your system information , we have arrived to the conclusion that this issue happens because you do not have the latest SP1 installed for Windows 7.

Please check the following Knowledge Base article:

http://kb.sdl.com/?articleid=8730#tab:homeTab:crumb:7:artId:8730

Therefore, as a fix, please install Service Pack 1 for Windows 7. http://windows.microsoft.com/en-us/windows7/install-windows-7-service-pack-1

Run Windows Updates > and install all updates available until you can see that your system is SP1.

This can be checked as follows :

Start > right click on Computer > Properties > If Service Pack 1 is installed, it will be listed under Windows Edition.

Looking forward to receiving an answer from you.

We are now waiting for him to respond to us.

==========================================

So this makes me somewhat confused?

Paul

Hi Paul,


Hummm, I am really sorry for the inconvenience.

First, and before contacting support, I was reading through SDL Community (community.sdl.com/.../6423)
and found your reply to one SDL user, which I think was the same issue, I guess. I assumed this would be my case, since I did not have a support paid contract. I am sorry if that might have caused any misunderstandings.

In reply to Paul Filkin:
Hi Paul, unfortunately my support case was not accepted. They said this was neither a licensing nor an installation issue and since I do not have a support contract they would not help me. In the meantime I have reactivated an old XP computer and installed Studio 2014 there. I am thinking about erasing my Windows 10 computer completely and trying it again (would it then be an installation issue???). But I am reluctant to do this since backing up and restoring everything is awfully time-consuming. Looking into concluding a support contract I found that this is only possible for the current version (obviously Studio 2015). If I buy Studio 2015, will I still have this problem??? This is really annoying and I really do not know what to do. I would have hoped that SDL would be just a little bit more generous with very very old customers. Thank you anyway for trying to help. XXX


Support called me as they informed and it was dealt and they actually point out an issue which I have to sort on my side here, but I will publish it to the Community in order to help future cases.


Shall I write to Support and explain myself?

Best.

Hi Paul,


Hummm, I am really sorry for the inconvenience.

First, and before contacting support, I was reading through SDL Community (community.sdl.com/.../6423)
and found your reply to one SDL user, which I think was the same issue, I guess. I assumed this would be my case, since I did not have a support paid contract. I am sorry if that might have caused any misunderstandings.

In reply to Paul Filkin:
Hi Paul, unfortunately my support case was not accepted. They said this was neither a licensing nor an installation issue and since I do not have a support contract they would not help me. In the meantime I have reactivated an old XP computer and installed Studio 2014 there. I am thinking about erasing my Windows 10 computer completely and trying it again (would it then be an installation issue???). But I am reluctant to do this since backing up and restoring everything is awfully time-consuming. Looking into concluding a support contract I found that this is only possible for the current version (obviously Studio 2015). If I buy Studio 2015, will I still have this problem??? This is really annoying and I really do not know what to do. I would have hoped that SDL would be just a little bit more generous with very very old customers. Thank you anyway for trying to help. XXX


Support called me as they informed and it was dealt and they actually point out an issue which I have to sort on my side here, but I will publish it to the Community in order to help future cases.


Shall I write to Support and explain myself?

Best.