Troubleshooting

Translation is taking too long

Possible causes:

• Very long document (over 50 pages)
• High server load
• Network connectivity issues

Solutions:

• Try translating in smaller sections
• Check your internet connection
• Wait a few minutes and try again
• Contact support if the issue persists

Translation quality is poor

Possible causes:

• Complex or ambiguous source text
• Incorrect language selection
• Uncommon language pair

Solutions:

• Simplify or clarify the source text
• Verify source and target languages are correct
• Try a different localization style
• Edit the translation manually
• Use translation memory for consistency

Formatting is lost in translation

Solutions:

• Most formatting should be preserved automatically
• Check if the document structure is complex
• Try translating section by section
• Manually restore formatting if needed
• Report the issue to support with document details

Document won't upload

Possible causes:

• File is too large (over 100MB)
• Unsupported file format
• Corrupted file
• Network issues

Solutions:

• Check file size and compress if needed
• Ensure file is PDF or DOCX format
• Try opening the file in another application to verify it's not corrupted
• Check your internet connection
• Try uploading again

Document processing failed

Solutions:

• Try uploading the document again
• Convert the document to a different format and try again
• Check if the document has unusual formatting or embedded objects
• Contact support with the document details

Changes not saving

Solutions:

• Check your internet connection
• Look for the "Saved" indicator in the top right
• Refresh the page if auto-save seems stuck
• Check browser console for errors
• Try a different browser

Can't share document

Solutions:

• Ensure you have Admin or Owner permissions
• Check if public sharing is enabled in workspace settings
• Verify the document isn't in a restricted folder
• Contact workspace admin if needed

Comments not appearing

Solutions:

• Refresh the page
• Check if comments are enabled for the document
• Verify you have permission to view comments
• Check if comments are filtered or hidden

Can't edit document

Solutions:

• Check your permission level (need Editor or Admin)
• Verify the document isn't locked by another user
• Check if the document is in read-only mode
• Contact document owner to grant edit permissions

Export is taking too long

Solutions:

• Large documents take longer to export
• Exporting multiple languages increases processing time
• Wait for the export to complete
• Try exporting one language at a time

Exported file is corrupted

Solutions:

• Try exporting again
• Try a different export format
• Check if the document has unusual formatting
• Contact support if the issue persists

Page not loading

Solutions:

• Clear browser cache and cookies
• Try a different browser
• Disable browser extensions
• Check if JavaScript is enabled
• Update your browser to the latest version

Editor is slow or laggy

Solutions:

• Close other browser tabs
• Check your internet connection speed
• Disable browser extensions that might interfere
• Try a different browser
• Clear browser cache

Getting 401 Unauthorized

Solutions:

• Verify your API key is correct
• Check that the Authorization header is formatted correctly
• Ensure the API key hasn't been revoked
• Check if the API key has expired

Rate limit exceeded

Solutions:

• Wait for the rate limit to reset (check X-RateLimit-Reset header)
• Implement exponential backoff in your code
• Reduce the frequency of API calls
• Upgrade your plan for higher rate limits