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Introduction
The purpose of this article is to answer common questions about the Subcontracting module (LSPs) in XTM Cloud. and to help resolve issues you might experience with it.
Before you read this article, make sure you have a good understanding of Subcontractor rights and restrictions, described in this article: What can the LSP do or not do in a subcontracted project! |
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Questions and answers
How can the LSP apply their own setting for the contractor’s project?
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If the contractor’s connection with the LSP is not working, one of the reasons might be that a new LSP has been added incorrectly. It is important to ensure that all fields necessary for establishing a connection between them have been filled correctly. For instructions, see Setting up a connection with XTM contractor in the official XTM Cloud manual.
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Once both sides have specified all the information correctly, and clicked the Save button, a green message should be displayed, confirming that a two-way connection has been established.
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If the connection details are missing or incorrect, and a user clicks the Save button, a yellow message should be displayed, informing them:
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If the LSP still cannot access the project, check if the contractor has at least one user with the Linguist role and a language combination that matches the project, and can be assigned to this project.
How can I
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permit an LSP to download non-analyzable files in my project?
Set and assign a workflow for non-analyzable files in the global settings. To do so, select Configuration → Settings → Workflow → Workflow options.
Select the Workflow for non-analyzable files option (administrative privileges required!).
Do not forget to save the changes afterwards.
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Why is it not possible to start the project on the LSP side when the LSP has been assigned to the first step in the project’s workflow?
If a yellow border is displayed in the project’s workflow on the LSP (contractor) side, when the LSP has been assigned to the first workflow step, this indicates that the project has simply not been started on the contractor’s side.
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If an attempt to assign the LSP to a particular workflow step, from an unavailable server, fails, you can select Project Editor → Workflow to display a message containing details, and the workflow for this project will be blocked.
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If it is not possible to assign the LSP to a step, an email informing about the failure to do so is sent to the PM (Project Manager) who performed the action, or to the project’s PM/ PW (Project Watcher) if the action was done automatically.
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This message informs the recipient that LSP assignment has failed. This might be due to the server being permanently offline or the LSP account no longer existing.
The error message in question might stem from some technical issues on the XTM Cloud side (e.g. blocked database transactions), in which should not hesitate to contact the XTM International Support team, to address the issue.
My project has disappeared. Can you tell me why?
One of the reasons that you cannot see the project might be that the contractor has reassigned or deleted it. It might be also possible for the contractor to change the name of the project. In any case, do not hesitate to contact the contractor for more information.
ICE matches are locked. Can you help?
The subcontractor inherits the setting of the Allow editing of ICE segments option directly from the contractor.
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Therefore, if the contractor has it enabled, it will also be enabled on the LSP side. Analogically, if it is disabled, it will also be disabled on the LSP side.
However, after the project is created in XTM Cloud, the change of this setting is not passed automatically on to the LSP side. If the contractor enables it after the project is created, the LSP also needs to enable it on their side to be able to unlock the ICE-matched segments.
Some of the Subcontractor’s linguists cannot log into the XTM platform. What might be the reason for this?
In the case of subcontracted-only accounts, the root cause of this issue might be that the Contractor has reserved most of his licenses for internal use, which leaves less available licenses for LSPs. In other words, Licenses shared amongst LSPs might have simply run out, causing problems on your side.
To prevent this for happening in the future, your Contractor would have to access Configuration → Settings → System → Licenses → Licenses, and change the value of the licenses allocated to internal users to a smaller number than there is currently.
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Why am I getting redirected to the Users tab instead of the Projects tab that is not visible upon logging into the XTM platform?
When you are utilizing a free subcontractor account, sometimes you might get redirected to the Users tab instead of the Projects tab that is not visible upon logging into the XTM platform.
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The root cause of that issue is that no license is available for you at the moment, since you are borrowing licenses from the Contractor that assigns tasks to you, in which case the Projects tab is not displayed at all in the XTM Cloud UI. There can be two situations in which there is no license available for you:
No actual task is assigned to you at the moment.
The user limit has been exceeded on the Contractor's side, leaving no license available for you. In this case, you need to contact your Contractor and ask them to increase the number of licenses allocated to you specifically (Configuration → Settings → System → Licenses).
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However, if you are a single-user account and claim that you do have projects assigned to you, the issue might stem from the fact that you are logged into the XTM platform elsewhere – probably on some other device or even another tab in your Internet browser! As a result, any subsequent login attempts will not grant you access to the license.
As a troubleshooting measure, kindly ensure that you log out from all your devices and browsers. Remember, your Contractor provides a license for a single user, meaning that multiple active sessions are not permitted simultaneously.