Introduction

Below are the most common problems clients report in tickets concerning the XTM Workbench application.

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Issue description & Solution

Session has expired when a user is working in XTM Workbench

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An error like this might be caused by many different factors such as plugins, user mistakes, long periods of user inactivity (30 minutes), etc.’ However, there are two most frequent mistakes is one frequent mistake that clients make, that lead leads to the shutting down of a an XTM Workbench session. Those are:

• closing the XTM Cloud tab from which the XTM Workbench tab originates,

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This is the following:

• logging out from the XTM Cloud platform while working in XTM Workbench.

A few minutes after the user closes the tab or logs out, the session ends. This is a safety mechanism that prevents any unintended person from editing translation with just a particular Workbench session URL.

Solution: Bearing this in mind, ensure that you are not closing the XTM Cloud application tab after opening Workbench in a new one or not logging out from the XTM Cloud application at all.

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• Exact date and time range when the issue occurred,

• XTM Workbench instance ID (see How to obtain XTM Workbench URL (XTM Workbench instance ID) for help),

• Name of the project and of the file you were working on when the issue,

• Name of the user who is experiencing this problem.

Generating a HAR file from Google Chrome

The XTM International Support team may ask you to send them the so-called HAR file, to further troubleshoot the issue.

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5. Look for a round record button in the upper left corner of the tab, and make sure it is red. If it is grey, click the button once to start recording.

6. If it is not, check the Preserve log box.

7. Click the crossed-circle button to clear any existing logs from the Network tab.

8. Reproduce the issue while the network requests are being recorded.

9. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.

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After you open XTM Workbench for the affected project, you see the "INITIALIZATION_ERROR" message

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You will also encounter a problem with target file generation in Project editor → Files. The error will be labeled “Empty document manager“:

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Grey screen upon entering XTM Workbench

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Solution: The issue is most likely related to WebSockets. Click here here for more information and troubleshooting guidelines.

XTM Workbench failed to open because it has already been opened in another tab

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The message:

This document is already open in another window/tab. Continue your work in the opened window/tab or close it and reopen the document.

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Solution: Ensure that you have only one XTM Workbench tab open at a time by closing the rest. If you still experience the issue, perform the basic troubleshooting steps specified in the first issue above.

Segments

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locked up in XTM Workbench due to no editing rights

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This issue occurs when you open XTM Workbench in <em>“Read-only</em> mode, for a particular file.

Solution: Ensure that the Read-only option is not selected when accessing XTM Workbench.

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Segments locked in XTM Workbench by another user

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Our editing tool only permits one user to operate on a particular part of the document at a particular time. If, for example, you have your file opened in the 1-100 segment range, the second user who attempts to access that part of the file will find that they are locked because the previous user's session is still active.

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If the lock is only on one file and does not time out after some fixed time interval, moving your workflow back or forth solves the issue.

XTM Workbench cannot be opened for subcontracted projects

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In the vast majority of cases, the message above pops up when a Linguist opens XTM Workbench for projects which are subcontracted.

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If the two above cases have been checked but you are still not able to access XTM Workbench for those projects, create a suitable ticket for the XTM International Support team and provide all the details.

Specific TM match is inserted automatically into the target segment

When opening XTM Workbench, you might often find your target segments already populated with TM matches, or a TM match is inserted into a specific segment once you go to it.

Solution: As a matter of fact, there are two possible causes for such behavior.

1. When you open XTM Workbench and see that target segments are pre-populated with such TM match types as ICE Match, Leveraged Match, Fuzzy Match, or Fuzzy Repeat, it means that some of them have been enabled to populate the target automatically, in the global settings of your XTM instance [Configuration → Settings → Translation → TM → (ICE matches | Leveraged matches | Fuzzy matches | Fuzzy repeats) → Populate target with match]. Therefore, consult the settings with your XTM administrators.

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2. If you are switching between segments in XTM Workbench in the Edit mode and see that a TM match is inserted as you go, this behavior is caused by XTM Workbench shortcuts, specifically the one mapped to the Enter key. In XTM Workbench, go to Settings → Shortcuts → Matches:

• Confirm, go to the next incomplete segment selecting best match,

• Confirm, go to next segment selecting best match if segment incomplete.

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As has been shown in the screenshot above, by pressing enter XTM will complete the segment, go to the next segment and select the best TM match. If you would like to avoid this behavior, it would be best to re-map the enter key to a different shortcut, that has not yet been used in your mapping.