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Introduction
XTM Workbench segments the source document into sentences and phrases. 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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clear your browser's cache (click here see Clear your web browser's cache, cookies, and history for help),
try a different browser,
try accessing XTM Cloud in a private window (“Incognito”),
run your browser without plugins or extensions (click here see Disabling plugins for help),
check if your internet connection is stable,
check your proxy and firewall settings,
work in single browser mode.
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Exact date and time range when the issue occurred,
XTM Workbench instance ID (click here (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.
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In XTM Workbench, you can work on more than one file/document at the same time. When the user has logged out from the PM GUI (from the current user account), the session opened in a separate tab should expire soon (after approximately 3-7 minutes). |
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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If you cannot perform the reanalysis, use the second solution. In this case, raise a support ticket and provide details. In it, to save time, send the XTM Workbench ID from the moment the problem occurred (click here for help). The XTM International Support team will take it from there.
Once we inform you that the problem has been resolved, close the XTM Workbench tab, open the file up once again from the Project Editor → Workflow and check if it opens correctly. You can also generate a target file for the affected file. |
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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 lock 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.
What is more, if another user enters the next workflow step right after the preceding step is finished, the segments will also be locked.
As in the case of the previous issue, this, is yet another security measure. It prevents two linguists from modifying the same part of a file at the same time.
Solution: This behavior can be modified by using different workflows, but as a rule of thumb, you should just close the XTM Workbench window, wait patiently for around 10 minutes and then start the editor again.
In some rare cases, if a user closes XTM Cloud incorrectly, with the XTM Workbench opened, that user's session (still open in XTM Workbench) can linger for a while, blocking your access to segments as though the user was still working. In such cases, waiting around 5 minutes before accessing the file again should help.
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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Alternatively, the connection between the servers has failed and both the Contractor and you would need to reestablish it by verifying the connection details in Users → LSPs → (select an LSP) → LSP editor → Connection → Connection information from the LSP.
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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.
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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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.
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The XTM Workbench shortcuts are set per user. |
The message: New window cannot be opened due to browser settings pop-ups and redirects are not allowed. Please change the relevant browser settings and then refresh Workbench. displays when trying to open an XTM Workbench session in a separate tab/window in a browser.
Sometimes you might want to open up an XTM Workbench session in a separate window/tab but you see the following message in the editor:
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As the message suggests, the issue is related to the setup of pop-ups and redirects in your browser. You cannot open XTM Workbench in a new tab/window since your browser does not allow sending pop-ups and using redirects.
Solution: To resolve the problem, depending on the browser you are using, you need to find relevant browser-specific instructions for how to change proper settings – specifically, unblock pop-ups.
For example, here are the instructions with regard to Google Chrome: Block or allow pop-ups in Chrome.
Unsupported browser impacts XTM Workbench
You might sometimes experience that issue that relates to XTM Workbench kicking your linguists out after translating every single segment where the application becomes unresponsive after a particular segment is confirmed, and the only solution is to close the file and open it again.
Solution: The problem stems from unsupported internet browsers.
To ensure all the features of XTM Workbench are working correctly, XTM Cloud version 13.10 requires the latest version of modern internet browsers. Unfortunately, older operating systems such as Windows 8 do not support the installation of these newer browser versions, which may result in compatibility issues.
Unfortunately, it is not technically feasible for us to support outdated browser versions without compromising the platform's performance, security, and the ability to deliver future improvements.
To continue using XTM Workbench without disruption, we recommend upgrading your operating system to a version that supports the latest browsers.