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

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 is one frequent mistake that clients make, that leads to the shutting down of an XTM Workbench session. This is the following:

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

A few minutes after the user 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 logging out from the XTM Cloud application at all.

If the above is not the case, we suggest that you check if you are using the latest version of your web browser and whether you have disabled any unnecessary plugins or add-ons. If the plugin in your browser affects cookies, it might also affect the session expiring. This issue can also occur when another user is logging into the same web browser at the time.

Basic steps you can take to identify the potential cause of this issue:

• clear your browser's cache (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 (see Disabling plugins for help),

• check if your internet connection is stable,

• check your proxy and firewall settings,

• work in single browser mode.

If all these measures fail to improve the situation, send the XTM International Support team all the required information listed below:

• 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.

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“:

This issue stems from "deserialization" of file headers in the XTM Cloud back-end.

Solution: There are two solutions to this problem:

1. Reanalysis of the entire project;

2. Manual repair of the issue by the XTM International Support team.

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.

Grey screen upon entering XTM Workbench

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

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.

informs you that you must already have an active XTM Workbench session containing this file open elsewhere in your browser. This is a security measure that prevents anyone from modifying the same part of a file from different places at the same time.

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.

XTM Workbench cannot be opened for subcontracted projects

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

Solution: The issue is caused by the fact that there is an ongoing update/upgrade on the contractor server which blocks all the connections to it. Once the operation has finished, you should be able to access XTM Workbench without any issues. Stay in touch with your XTM Cloud project managers, to receive updates on process.

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.

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.

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.

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.

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:

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.