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Troubleshooting What you can do to find the source of the problem Angelika Zerfaß, [email protected]

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Troubleshooting

What you can do to find the source of the problem

Angelika Zerfaß, [email protected]

[email protected]

User:

Oh, no…!

Sh….., what was that?!

PANIC, what do I do now?

[email protected]

My [insert name of tool] doesn’t work…

All my text is gone…The system crashes

all the time…

I get an error and can't work any more!

Messages to PM, colleague, support hotline…

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Troubleshooting�Does that somehow sound familiar?

�Time to get the detective work started

�How to find out what the issue REALLY is

�Strategies to find solutions

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As a user…

�READ THE ERROR MESSAGE

– When trying to open a Word file in Trados Studio– Studio can deal with regular Word files and bilingual

Word files from older Trados versions or Wordfast– The style tw4winMark is used for the Workbench

markers {0>xxxxx<}0{>yyyyy<0}– If the style is there, but no markers that the style is

applied to, Trados gets confused– Open the file in Word and delete the style

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As a user…

�READ THE ERROR MESSAGE

– The names of worksheets in Excel may not be longer than 31 characters.

– The worksheet name is marked in Studio in the structure column

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If the error message is unhelpful

�Object reference not set to an instance of an object�Make a screenshot of the error message�If there is a save button or an expand button, use

them to get the full error message�Try to reproduce the error message and

document the steps

�What does it mean?�The system is trying to access something

that is not there any more �This could be anything, from a TM file that

has been moved to the user profile file that has not been saved correctly last time

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Object reference not set to an instance of an object

�Trados Studio�Restore the layout of the windows in the editor (View

menu -> Reset Windows Layout

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Object reference not set to an instance of an object

�Trados Studio�Delete the projects.xml file

(C:\Users\username\Documents\Studio 2014\Projects) �Open the projects again via

File -> Open -> Open project

�The error could occur because the folder of a project was deleted, but not from within Studio, but in Windows Explorer. This means the projects.xml lists a project that is not there any more.

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Object reference not set to an instance of an object

�Trados Studio�Delete the profile files�Close Studio and go to

C:\Users\USERNAME\AppData\Roaming\SDL\SDL Trados Studio\XX.X.0.0\�BaseSettings.xml�Plugincache.xml�UserSettings.xml

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Object reference not set to an instance of an object

�memoQ�memoQ does not start�Go to

C:\Users\(username)\AppData\Roaming\memoQ, and delete the Preferences.xml file.

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If the error message is unhelpful�Look up the error message in the support

databases of the tools providers, mailing lists, translator portals�http://kb.sdl.com�http://kb.memoq.com�Proz.com (Forums on Trados, memoQ, Worfast…)�Tools groups on yahoogroups (tw_users, déjà vu…)�Google the error message�If you have a support agreement, send the

full error message text and the steps to reproduce to the tools provider (send them the file or a part of the file as well, they will ask for it anyhow)

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If you try to solve an issue for someone else

�Try to reproduce the issue�Ask for all files and settings involved�Ask what the user was doing (exactly)�Ask for the configuration of the system

(OS, Office, translation tool version)�Ask for a screenshot of the error message

and when exactly it showed up

�If you can reproduce the error, it often rules out simple user errors ☺

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Be systematic

�Try to rule out as many areas as possible�Could it be that the user is trying to do

something that the tool cannot do�Trying to open a translation from within a zip

file without unzipping it first

�Could it have to do with the input file�A file with the extension DOC which is actually

a DOCX or RTF file (because it was not re-saved but only the extension was changed)

�Could it have to do with settings�Could it be the version of the tool

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Error Categories�User error

�Trying to open a file for translation from the TM’s file menu instead from the editor’s file menu

�Feature not supported in the application�Trying to open a file format that is not directly

supported like INDD, FM, IDML for older tool versions

�Bug in the application

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Error Categories�Input file

�Invalid XML file, corrupt Word file�File size�Password protected�Scanned PDF�Track changes still activated

�File handling�Unexpected file corruption through

unintentional processing�-> zip all files that are to be sent by e-mail,

especially XML files and text-based files�Opening a file from within an e-mail, instead

of saving the file to a folder first

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Error Categories�Incompatibilities between installed versions

of the tool and/or other tools�Certain add-ins in Word were problematic with the Trados toolbar�Multiple MultiTerm versions don’t work together�Working with Workbench and Studio in parallel might stop term

recognition from working

�Incompatibility with Frameworks like Java Runtime Environment, .Net framework or a new Windows update�MultiTerm needs a specific Java version and the

Next Generation Java plugin deactivated

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Error Categories�Other, recently installed software

�Especially anti-virus software like Kaspersky or McAfee

�Windows related�Path to file too long (up to 260 are allowed)�This does not have to be the path to the translation

file but could be the path to a file created by the translation tool, such as a preview file in memoQ)

�Tool not installed with administrator rights�Random phenomenon�First time the error occurs, the next time it doesn’t

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User errors

�Sometimes users make incorrect assumptions on what the function will do, so they do not provide the input in a meaningful way for the machine�Renaming files that must not be renamed (for

example in HTML projects)�Leaving text untranslated�Trados will keep the original text�memoQ will NOT keep the original text

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Settings in the tool

�Try changing the parameters�Activate / deactivate other options of the

function you are trying to use�Try an alternative way�Save a DOC file to RTF or DOCX�Save an XLS to XLSX

�Try the same file with a different translation tool

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File / File Name / File Format�Office�Open and Repair�Save in different format (DOC <-> DOCX/RTF…)�Copy content to new file� InDesign / FrameMaker�Save file again to interchange format from original file (INX

or IDML for InDesign, MIF for FrameMaker)�To save to INX, IDML or MIF, the original application is

needed in the correct version and with the customer fonts�File is too large -> split file�Shorten file name/path�File name is invalid (demo.docx_trans)�Note: make sure that you can see the file extensions on

your computer, a demo.docx file might just be a demo.docx.sdlxliff file if the file extensions are not shown

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Tools / Tool Versions�Check if the version of the tool you use

supports the feature you are trying to use�Support for new file formats like IDML, MIF10,

Office 2007/2010�Ex: Trados 2007 supports DOCX, Trados 5.5 does not,

but 5.5 can read TTX -> when saved in 5.5, TTX header will be corrupted, file will not open any more in Trados 2007

�Different tools (sometimes even different versions of one tool) create different word counts and statistics which are NOT comparable

�Backup projects with memoQ 4.5 cannot be opened in version 5.0

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Computer�Memory issues might be resolved by

�Closing memory hungry applications (Word, Outlook)

�Closing some of the 20 applications open at the same time

�Clearing the memory by restarting the machine

�Deleting the content of the waste basket and temporary files from your browser as well as not saving everything on the desktop ☺

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Computer�Check if the version of Windows makes a

difference�Trados 2007 works fine on XP, but needs to

be installed explicitly with admin rights on Win7 and does not work at all on Win8

�MultiTerm 2011 does not work well on Windows 8, MultiTerm 2014 does

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Be systematic in testing, too

�Whenever you try out something, make a note of �what you tried�in what sequence�with what settings�with which file

�And note the results�what you expected�what actually happened

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Test Protocol

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For the future

�To avoid having to troubleshoot the same things over and over again, consider…�documenting the errors, their causes and their

solutions in a WIKI, database…�creating instructions for your customers�creating processing instructions for users of a

certain tool/version/OS combination�creating checking utilities for pre-processing

and post-processing files�using existing QA checking tools to the fullest

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Support Database

�Sammlung von Supportfällen und weiteren Beschreibungen in einer Lexican Datenbank (netzwerkfähig)

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Visualization / mind maps

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Checklists

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Proz.com WIKI

�Example of checklist for file formats

31

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Some of my “favorites”�Word file does not export�Error while writing breaks�The original file has page or section breaks where

there is no paragraph mark before the break

�Word file does not import�File type not found�When DOC file is to be imported into Studio, MS Word

has to be installed (DOCX works without a Word installation)

�InDesign file imports only partially�Tracked changes were not accepted -> all text

that contained tracked changes was not imported and therefore not translated

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What are our first steps?

�Import/Export issues�Import the file, copy source to target and

export again. �If this works, the file is OK. �If not, the file might be the problem.

�Resaving to a different format�DOC/PPT/XLS to RTF or DOCX/PPTX/XLSX�Copy content to a new file�Open and repair

�Split the file to see which part works

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What are our first steps?

�Import/Export issues�Take the bilingual file to another tool�SDLXLIFF from Studio 2011 saves to target in

Studio 2014, but not in Studio 2011�SDLXLIFF creates a TM in memoQ, original file

pre-translated in memoQ

What is your most-hated

error message?

Angelika Zerfaß, [email protected]