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series of error messages following erroneous keystroke combination

Lianne van de Ven

Instead of typing the intended word, I did an unknown keystroke combination which threw Studio 2015 in a series of error messages. 
I am going to reboot and see if that helps, but it is not the first time this happens.

1) Does this happen to others sometimes too? 
2) Is it possible to find out what happened? Can I find out which keystroke is subject to this vulnerability so I can change it, or was it just random?
3) What is the best solution when this happens?

Here is the series of errors in the order that they appeared. Studio closed and opened repeatedly, and, as you can see, text on the buttons was even missing in the first few errors.
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    Hi Lianne,

    Wow!!  I've never seen a sequence like this before.  If this happens again can you do two things?

    1. Save the error stacks for each one in case this helps;
    2. And also save a copy of the log files;
      File -> View Log File
      Just save this as a text file

    Then send these to us.  You can email pfilkin@sdl.com with them, or place on dropbox if they are too large to email.

    On the problem itself... I'm not really sure.  But I'd be inclined to do a Studio reset and see if this helps.  

    You may have to do a Studio reset and it might help. Rename this folder (just add _old to the end or something, it's not important what you rename it to) and restart Studio:

    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\12.0.0.0

    Maybe  has a better suggestion, but if not I think this would be a good starting point.

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul

    Thanks for your quick reply, Paul. It seems the system reboot does not help, so I will reset Studio.

    It seems that I cannot even save the error log. I can't make any selection for the folder or file name and nothing happens when I click the save button.
  • 0 in reply to Lianne van de Ven

    Hi Paul,

    It has been challenging to recreate my custom settings (under the stress of a pending deadline). I have quite a few of them (colors for the score column, keyboard shortcuts, and lay-out) that I am used to work with automatically, and wanted to get back before continuing the project. I was able to copy these custom color settings out of the previous UserSettings.xml, and for some reason I struggled with the All and Specific Language Pair settings (I forgot how I had those) which was resolved, but things are still not running as it should.

    There appears to be a (major) problem with anything Termbase related. I have 4 Termbases active in the project, and as soon as I touch any of the terminology panes (Viewer, Search, Recognition), the blue Windows circle starts spinning and Studio is hanging indefinitely and I have to close Studio with the task manager. This way I cannot create an error log either. This is a challenge because I use a lot of terminology, while none of it is recognized (with the red line - and from what I understand, Studio should do this automatically). Adding a new term also leads to Studio hanging. If I remember well, this might have started happening (once or twice) after the original crash and before I was getting the additional error messages one after another - but I am not sure anymore. 

    Do you have any suggestion how to move from here?

    Best regards,
    Lianne
  • 0 in reply to Lianne van de Ven
    Hi Lianne,

    On the error log... can you copy the contents out and into a new text file?

    I think copying the contents of older user files is a bad idea. The whole point of a reset is to start afresh as it's often quite surprising where the problems can be coming from. Given the problems with MultiTerm I'd be inclined to refresh that as well. So I would start with renaming these two folders and not copying over old settings:

    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL Trados Studio\12.0.0.0

    c:\Users\[USERNAME]\AppData\Roaming\SDL\SDL MultiTerm\MultiTerm12

    If this still doesn't help then I think you need to engage a support engineer to take a look at this. For installation issues that prevent you from working we have a route for all customers to get help. This can be achieved really quickly using this link:

    http://support.xl8.one

    Just fill in the form and submit it. Make sure your email address is entered correctly or nobody will be able to get back in touch with you.

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul
    Hi Paul,

    Thanks for your reply. I did as you suggest, reset both folders, then apply a few custom settings.

    I am noticing an odd behavior: When I first open the file, and put the cursor in the first segment, I do see term recognition in the source (red line above word and matching terms in the TR pane). Once I put the cursor in any of the segments close to the last segment (translated just before the original crash time), term recognitions disappears (lines disappear and TR pane does not update with matching terms for the current segment) and when I then go back to the earlier segments, it won't recognize terms there anymore either. Close and re-open Studio, and I can repeat this - until just now it completely crashed again. Now that that has happened, I cannot repeat above anymore either.

    I will send you more details and initiate that support request.
    Thanks!
  • 0 in reply to Lianne van de Ven
    Hmnn... thanks Lianne. When you report this to support make sure you provide details of any external drives you might be using, or if you are storing files in one drive or dropbox for example. Some of this things you are describing could be caused by a poor connection that drops out every now and again.

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul
    That seems strange, Paul. I do use Dropbox but these are local files. They are backed-up to the Dropbox server pretty fast and ongoing, but I am still working with local files, no? But you might be right if you mean that I am seeing some symptom of "slowness" or delay due to background processes. It now looks like the term recognition eventually comes back. The segments I mentioned may be causing the delay for some reason. Meanwhile, Studio keeps crashing frequently. As a last test, I deleted the problem file from the project and reimported a new version, which seems to be doing better. Studio still crashes though less frequently.
  • 0 in reply to Lianne van de Ven
    Maybe run a few tests using locations for your termbase in particular that are not in your dropbox folder. Might be useful to know before you speak with support.

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul
    I don't know, Paul. I have used this set-up for the past 4 years without any problem. I might in the future rather disable all shortcuts except the ones that I know I use since it all started with a keyboard glitch. What is the alternative to deleting those two folders? Complete reinstallation of Studio? I'd rather go that route by now (after I take a few hours of sleep). I am getting the files ready and then take a break. Thanks for your quick help!
  • 0 in reply to Lianne van de Ven
    You can try a reinstall. But unless you remove the potential problems first it's unlikely to change anything. But I agree with you on the shortcut thing. There are so many and I reckon most users only use a handful. I've considered a few times removing them all and just adding the ones I want.

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

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