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Solution: If the import was performed but with errors, do not hesitate to contact the XTM International Support team. They would need to determine the cause of the import with errors as well as verify the logs. Most of these cases are caused by inline tags.
TM import/export process does not finish in the XTM Cloud UI
Sometimes, you might experience when the TM import/export process does not finish at all in the XTM Cloud UI, which is reflected in the Status stuck at In progress.
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Solution: This issue mostly stems from two things:
unusually large TM volume you are importing/exporting at once (in which case you might try splitting the imported/exported content into smaller batches),
server-wide issues with the TM module.
Since both cases might require in-depth analysis on the back-end side of your XTM instance, do not hesitate to reach out to the XTM Support team and provide relevant details.
TM import was performed but some exact match TM entries have not been imported
When you import the TM that contains entries only with only short phrases, such as proper names, etc., you might realize that those have not been imported with the rest of the TM.
You actually might find the phrases in question in other imported TM when selecting the Phrase match checkbox in the Match option, in the TM → Manage section:
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However, you do not seem to find its Exact match equivalent although you know that such exists in your imported TM file:
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Solution: The reason might stem from the fact that you did not select the Import segments with same source and target option when you were performing the TM import, in the TM → TM import section.
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Since the phrases in question often happen to be proper names, which usually remain untranslated, they did not get imported with the rest of the TM as a result. To fix the issue quickly, just re-import the same TMX files with that the said checkbox selected.
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IMPORTANT! Before proceeding with the re-import action, make sure that your current TM settings do not allow for creating duplicates [Configuration → Settings → Translation → TM → Matches - general → Modify the existing TM record if the project segment has the same / Modify the existing TM record if the project segment with Segment ID has the same].  |
"&" or other special characters being displayed in the TM source
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Before creating a ticket, however, make sure you have a good understanding of what TM reindexing is and what details to include on the ticket form. You will find this information in the relevant article: Reindexing of translation memory.
TM export file cannot be downloaded because of the file generating endlessly
Solution: Sometimes if the file is huge, the generation takes much longer than usual. Wait a little until the generation stops. It should download immediately afterward.
Tags that are visible in XTM Workbench are not displayed in TM → Manage, in the XTM Cloud UI
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The TM matches from the old project are set as not approved and you do not allow using not approved translation memory in your current project.
The new project was created before the TM entries were created, and you did not open XTM Workbench in the Edit Mode yet, so a match update was not triggered.
You are using a TM penalty profile that penalizes matches from the old project.
The old project was created under a different customer that the new project does not have access to.
The language combination is not exactly the same. It perhaps uses different variants.
The old project is using an MT workflow with no Linguist input. By default, XTM does not save raw MT in the TM base. For such matches to be saved in the TM, we either require the Linguist to, at the very least, accept the TM match, or introduce an Approve TM auto-step to the workflow so that these matches are saved automatically (for more information, read the following article: How to Set Up a Project to Start and Finish Automatically).
The TM tab gets stuck upon selecting a customer
Sometimes, you might encounter an issue that after selecting a specific customer in the TM tab (TM → Manage), the entire tab gets stuck and the source and target language cannot be chosen (they are greyed, which renders the TM module not operable at all at the moment.
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A good practice in this case would be to contact other team members and confirm if they are also experiencing the same issue. Usually, this problem is global. |
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Solution: This problem might stem from a couple of potential reasons. The two most prominent ones are as follows:
extensive TM base → It may occur that the translation memory for a particular XTM customer is quite vast. In most such cases, you should just wait a little bit longer for the system to finish loading up all of requested TM. After a while, the dropdowns for selecting a language combination as well as specific projects should be available. If, however, the problem persists, do not hesitate to contact the XTM International Support team and provide details.
Issues with spelling dictionaries on the back-end side → This might be another cause standing behind the issue with the TM tab getting frozen. If the tab will not be available a couple of seconds after selecting a customer, do not hesitate to contact the XTM International Support team and provide details.