Troubleshooting & known issues

How to troubleshoot the translation provider

The application logs information about the flow which is usefull to idenitfy issues that might occur. If some errors are catched, the SDLMachineTranslationCloudLogs.txt file will be created and at the following location: C:\Users\{UserName}\AppData\Roaming\SDL Community\SDLMachineTranslationCloud\SDLMachineTranslationCloudLogs.txt and it will contain errors details. The file can be attached to the email / Sdl Community forum topic when a problem regarding the application is raised.


How to monitor the calls made by the provider

In the following example we'll use Fiddler (by Telerik) desktop app. Please read following wiki on how to install and configure Fiddler.

In order to filter the calls made by the provider you can search using CTRL+F and search for: "sdlbeglobal". All the calls will be highlited with yellow.

In the result column you'll see the status code associated with each request. What does they mean?

  • 200 /202 the call was made with success
  • 401 unauthorized (this mean the credentias / token is not valid or expired
  • 500 internal server error

Example of success translation

In the response area, "Raw" tab you can see the response from the server which contains details about source and target language, and the translation sent in xliff format.

Example of unauthorized request

How to save details about the failed request

Right click on the request  and select following options:

A zip archive will be saved locally this will help us to see all the details for the unsuccessful call.

Known Issues

Before trying the following steps, please ensure:

  • You have the latest version of Studio installed, fully updated.
  • You have the latest version of the plugin installed.
  • You have physically checked all plugin installation folders (packages and unpacked folders) and removed old versions (for more details, please read the below step with number 2
  • You have reset the TranslationProviderCredentialStore.bin and TranslationProviderCredentialStore.bin2 files -> before reseting the 2 files, please read the below step with number 3
  • You have created a fresh project to test after all of the above

1. If you receive the following text in your target segment you will need to switch off the option "Enable LookAhead" from Files->Options->Editor->Automation:

This is due to a bug in Studio which is being reviewed. The only time you may see this is if you had already started translating the file with NMT, cleared the segments and then tried again. The string is cached by Studio and returned into the target segment.  If it happens turn off "Lookahead" and the problem resolves itself:

2. Ensure no oldest version of SDL Machine Translation Cloud or BeGlobal remained on the local machine, by checking the manually the following locations(in case folders are found, please removed them before installing the latest version of SDL Machine Translation Cloud:

  • C:\Users\{USerName}\AppData\Roaming\SDL\SDL Trados Studio\15\Plugins\Packages and C:\Users\{UserName}\AppData\Roaming\SDL\SDL Trados Studio\15\Plugins\Unpacked
  • C:\Users\{USerName}\AppData\Local\SDL\SDL Trados Studio\15\Plugins\Packages and C:\Users\{UserName}\AppData\ Local \SDL\SDL Trados Studio\15\Plugins\Unpacked
  • C:\ProgramData\SDL\SDL Trados Studio\15\Plugins\Packages and C:\ProgramData\SDL\SDL Trados Studio\15\Plugins\Unpacked

*For Studio 2017, the locations remains the same, only the folder number 15 becomes 14, like for example: C:\Users\{USerName}\AppData\Roaming\SDL\SDL Trados Studio\14\Plugins\Packages

*For Studio 2015, the locations remains the same, only the folder number 15 becomes 12, like for example: C:\Users\{USerName}\AppData\Roaming\SDL\SDL Trados Studio\12\Plugins\Packages

 

3. In case an upgrade from an oldest version of SDLMTCloud/BeGlobal was done and the provider is not added to the project, then do a new clean of the following 2 files:

  • C:\Users\{UserName}\AppData\Roaming\SDL\SDL Trados Studio\15.0.0.0\TranslationProviderCredentialStore.bin
  • C:\Users\{UserName}\AppData\Roaming\SDL\SDL Trados Studio\15.0.0.0\TranslationProviderCredentialStore.bin2

The above files stores providers information, it should help with the setup problem. (You should delete the files only if the above tips and tricks are not helping).

! Is not recommended to delete the local files each time you install a new provider, because all the configurations that were saved until that moment will be lost.

4. In case the provider cannot be setup, check if it saved as default template at: File -> Options -> All Language Pairs -> Translation Memory and Automated Translation. In case it's already saved under the default template, remove it and try again to add the provider from Project Settings -> All Language Pairs -> Translation Memory and Automated Translation.

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