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Introduction

Below are the most common problems clients put forward in tickets with regard to the translation memory (TM).

Before consulting the below article, you may want to familiarize yourself with a step-by-step guideline on how to import your TM: How to import translation memory (TM) into XTM.

Issue description & Solution

TM import cannot be performed because of the size constraint.

This is one of the most common issues a user who is importing TM can encounter in XTM. On every server, a file upload limit of 150MBs is established, and if your file exceeds this limit, the import will fail with an error.

Solution: There are a couple of solutions you can implement to work this around:

  • Divide your file into smaller chunks;

  • Zip your files and upload the zip archive;

  • Delete unnecessary parts of the file, mainly duplicates, to make it 'slimmer'.

TM import cannot be performed because of unescaped entities

This is the second most common problem encountered by our clients.

Solution: When uploading a TM file, please, make sure that entities that are not supported by XML standards are properly escaped.

For example, characters like & (ampersand) has to be inputted as &.

If such characters are not correctly escaped, the file will error out, and the process will either partially or fully fail. Online syntax checkers can be helpful when determining if your file holds character standards. Please, see an example of such site: https://www.xmlvalidation.com/.

TM import cannot be performed because of unsupported file format

A third major contributor to issues with TM is the wrong file format or faulty structure.

Solution: The currently supported TM file formats are as follows: TMX, XLIFF, XLS.

Please, see attached a zipped file containing each sample file for its respective format:

"&" or other special characters being displayed in TM Source

This can happen after uploading the TM alignment file where source segments display &amp marks,
whereas the desired format would be that of &.

Solution: Please, follow the steps below:

  1. Export affected TM (please, click here for help);

  2. Delete affected TM;

  3. Perform the "Search and Replace" option in the exported TM document and replace &amp into &;

  4. Import back the corrected TM (please, click here for help).

Can the deleted TM be restored?

Solution: If you deleted TM by an accident, the XTM Support team can restore it only if the following option was enabled on your account prior to this incident (administrative privileges required!): Configuration → Settings → Translation → TM → Matches - general → Save TM in segment history.

If this is the case, please, raise a ticket to the XTM Support team and provide the details.

If the deleted TM pertains only to one or two projects, keep in mind that you can always retrieve it directly from the XTM Project.

Please, go to Project editor → Files → TMX, and generate the file in question. You can then seamlessly use it for re-importing TM from this very project.

The file is generated live from whatever is found in Workbench at a given time.

Batch change of TM status

If you find your TM having Approved or Not approved status in the TM base, contrary to your expectations, the XTM Support team can perform a batch database change for such TM.

Solution: Please, create a ticket to the XTM Support team and provide the following information:

  • Customer the TM is connected to;

  • Language combination;

  • Specify if the change has to be performed only for the TM related to a specific project(s) (provide its name or ID(s) - please, click here for help) or all of the projects under this particular customer and language combination.

What is SYSTEM:USER: AUTO-STEP that appeared in place of user details?

Solution: "SYSTEM:USER: AUTO-STEP" anywhere in the TM-related part of XTM means that a given match was created due to an automated step or process. Typically it is the Approve TM or bulk action such as Rollback that are marked this way. In the above cases this is expected behavior.

Records in the TM tab cannot be found, even if they do exist in XTM and are displayed as a match in the editor

Sometimes you may not be able to search for records for single or multiple languages in the TM Manager tab.

Solution: In this case, we recommend that you contact the XTM Support team as soon as possible in order to find the cause of this problem. This is usually related to damaged translation memory indexes, which may have broken down during a sudden or unexpected downtime or the XTM services restart. In such a case, a reindex of TM needs to be performed.

Before raising a ticket, however, please, make sure you are well familiarized with what TM reindexing actually is and what details to include in the ticket form from the relevant article: Reindex of translation memory.

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