Error when Installing Trados Studio 2017 SR1 CU15 “Service 'SDL Customer Feedback Service' (Sdl.ProductTelemetrics.v1) failed to start.

« Go Back
Solution Article
Trados Studio 2017 SR1 CU15
Solution A:
  1. Go to your SDL Account at Products & Plans>Downloads
  2. Download SDL Trados Studio 2017 SR1 CU14 installer
  3. Run the installer preferably with administrative rights (Right-click on the installer and then click Run as Administrator)

Solution B:
  1. When Studio 2017 is started you are prompted for an update
  2. After the download is complete, and the update has started to install 
  3. When the user is asked to restart computer,  “No” is selected
  4. The installation will fail with this error message:
    • Service 'SDL Customer Feedback Service' (Sdl.ProductTelemetrics.v1) failed to start. Verify that you have sufficient privileges to start system services.”
  1. Press “Start” (or the “windows” key from your keyboard)
  2. Type "Task Manager" and press "Enter"
  3. From the "processes" tab find the two “SDL.Desktop.ProductTelemetrics” processes and stop them
    • If you do not see the "Processes" tab, click on "More details"
  4. Go to "C:\Program Files (x86)\Common Files\SDL" and rename the “Telemetrics” folder found there
  5. Go to "C:\Users\[your user name]\AppData\Local\Temp\studio5Updates" or
    • Press “Start” (or the “windows” key from your keyboard), type %temp% and press “Enter
    • Navigate to the “studio5Updates” folder 
  6. Run the “SDLTradosStudio2017_SR1_44620.exe” installer
  • If SDL.Product.Telemetrics is not visible in the list of processes and you cannot rename the Telemetrics folder because it is allegedly used by another process
    • Reboot your computer in safe mode
    • Rename the Telemetrics folder and
    • Restart again in normal mode.
  • NoteThis issue has now been fixed by the SDL Product Development Team.  Customers should no longer experience this issue.

Powered by