Introduction

Below are the most common problems clients put forward in tickets with regard to the Workbench application.

Issue description & Solution

Session has expired when a user is working in Workbench

An error like this might be caused by many different factors such as plugins, users mistakes, user’s long inactivity (30 minutes of idleness), etc. However, there are two most frequent mistakes clients make that lead to shutting down a Workbench session, and those are:

• closing out the XTM tab from which the Workbench tab originates;

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

A few minutes after closing the tab/logging out, the session ends. This is a safety mechanism, that prevents any unintended person from editing translation just with a given Workbench ​session URL.

Solution: In consideration of the foregoing, please make sure that you are not closing the XTM application tab after opening Workbench in a new one or not logging out form the XTM 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 may also have the effect on the session expiring. The problem in question may also occur when another user is logging into the same web browser at the time.

Basic steps you can execute to eliminate the potential cause of this issue:

• Clear your browser's cache (please, click here for help);

• Try another browser;

• Try accessing XTM in the private (“Incognito”) mode;

• Run your browser without plugins or extensions (please, click here for help);

• Check if your internet connection is stable;

• Check your proxy or firewall settings;

• Work in the single browser mode.

If all above fails to improve the situation, please, send the XTM support team all the required information listed below:

• Precise date and time range when the issue appeared;

• Workbench instance ID (please, click here for help);

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

• Name of the user who is experiencing this problem.

After opening Workbench for the affected project you get the “INITIALIZATION_ERROR” message

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

The above issue stems from “de-serialization” of files' headers on the back-end side of XTM.

Solution: There are two solutions to this problem:

1. Reanalysis of the whole project;

2. Manual repair of the issue by the XTM support team.

In the case you cannot allow yourselves to perform the re-analysis, the second solution needs to take effect. In this case, please, raise a support ticket and provide details. In it, to save time, send the Workbench ID from the moment the problem kicked in (please, click here for help). The XTM support team will take it from there.

Grey screen upon entering Workbench

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

Workbench failed to open due to being already opened in another tab

As the text suggests, 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.

simply indicates that you must already have a Workbench active session of this file opened up elsewhere within your browser. This is a security measure that prevents from modifying the very same part of a file from different places at the same time.

Solution: Please, make sure you have only one Workbench tab opened at a time by closing the rest. If you still experience the issue, please, execute the basic troubleshooting steps specified with the first issue above.

Segments locked up in Workbench due to no editing rights

This issue occurs when you happen to enter Workbench for a given file in the “Read-only” mode.

Solution: Please, make sure that the Read-only option is unchecked when accessing Workbench.

Segments locked up in Workbench by another user

Our editing tool allows only one user to operate on a given part of the document at a given 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 have them locked up owing to the previous user’s session being in effect.

What is more, if another user enters the subsequent workflow step right after the preceding step is finished, they will also have segments locked out.

This, as in the case of the previous issue, is yet another security measure, this time preventing from modifying the very same part of a file by two linguists at the same time.

Solution: This behavior can be modified by the utilization of different workflows, but as a rule of thumb, you should just close out the Workbench window, wait patiently around 10 minutes and then enter the editor again.

In some rare cases, if a user closes improperly XTM with the Workbench opened, his session (still opened in 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 duration, moving your workflow back or forth solves the issue.

Workbench cannot be opened for subcontracted projects

In the vast majority of cases, the above message pops up when opening 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 is finished, you should be able to access the Workbench without any issues. Please, stay in touch with your XTM project managers to be updated on the process.

Alternatively, the connection between the servers has collapsed, and both Contractor and you would need to re-establish it by verifying connection details in Users → LSPs → (select an LSP) → LSP editor → Connection → Connection information from the LSP.

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