Working in the Web Editor 20

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2 This guide is intended to assist you with resolving any issues you may encounter when trying to access and work in MultiTrans TM. It has been split into sections to help you quickly find the information needed to assist you. Accessing the MultiTrans TM Portal 3 I can't access the portal. 3 Your login request cannot be accepted at this time (error code: SEC_CANNOT_FIND_USER). Please try again shortly 4 Wrong username/password 4 Your MultiTrans Prism Flow account has been disabled 4 I've forgotten my password 4 On the login page I see an additional box asking me to enter my address. 5 Navigating the MultiTrans TM Portal 7 I can't access any part of the portal except the 'My Flow' area. 7 Accessing the Web Editor 8 The requirements to run this application have not been met on this workstation 8 Using Windows 8/8.1 Internet Explorer Windows UI mode 9 Using Windows 8 and Internet Explorer Using Windows 10 Internet Explorer not available 11 Error: Application File Not Valid 12 Error: Cannot start the service because of an internal error 13 Error: Server Error in '/XLIFFWeb' Application 13 Error: Web Editor login page blank 15 Error: An error occurred in the application you were using 16 Web Editor screen displaying incorrectly 19 Working in the Web Editor 20 Source text automatically overwrites translation in target segment 20 Error after clicking 'Complete' button: Unknown error 21 Special characters are not displaying in the Web Editor. 21 Page 1

3 If you cannot find the answer you are looking for or you are still experiencing issues, please contact a member of the Capita TI team by ing support.multitrans@capita-ti.com and include as much detail as possible such as: What are you trying to do? What steps did you take to get to the point you are at? Do you see an error message? If yes, please send details of this error message including screenshots where possible. Which version of Windows are you using? Which Service pack / 32 or 64 bit? Which version of Internet Explorer (IE) are you using? Which version of Microsoft.NET Framework do you have installed? Have you added '*.capita-ti.com' to Trusted Sites in Internet Explorer? Have you sent the security level for the Trusted Sites zone in Internet Explorer to 'Medium'? Page 2

4 Accessing the MultiTrans TM Portal I can't access the portal. Please answer the following basic questions in order to help you find the most appropriate information. 1. Can you see the login screen? Yes Go to question 2. No Are you connected to the Internet? Are you accessing the correct URL ( If the answers to the above are yes, please send a screenshot of the page you are seeing including the address bar at the top to support.multitrans@capita-ti.com. 2. Do you know your username? Yes Go to question 3. No Please request assistance from the Capita TI team by ing support.multitrans@capita-ti.com 3. Does you know your password? Yes Go to question 4. No Refer to the section 'I've forgotten my password' below. 4. Does you see an error message after entering your username/password and clicking 'Login'? Yes Please click on the relevant link below to be directed to the appropriate section for assistance. Your login request cannot be accepted at this time (error code: SEC_CANNOT_FIND_USER). Please try again shortly. Wrong username/password Your MultiTrans Prism Flow account has been disabled. If the error message displayed is not listed here, please send a screenshot/details of the error message to the Capita TI team by ing support.multitrans@capita-ti.com. Page 3

5 Your login request cannot be accepted at this time (error code: SEC_CANNOT_FIND_USER). Please try again shortly Make sure the username is correct and entered correctly. Copy and paste if copying a username, then pasting it into the relevant box, please make sure that no leading or trailing spaces are included. Wrong username/password Passwords are case sensitive take care when entering passwords. Copy and paste if copying a username and password, then pasting it into the relevant box, please make sure that no leading or trailing spaces are included. Your MultiTrans Prism Flow account has been disabled If you enter your username/password incorrectly 15 times consecutively your account will be temporarily disabled. It will be automatically enabled again after 15 minutes. Please try again later. Your account may have been permanently disabled. You will have received communication from Capita TI if this is the case. If the account is not automatically enabled again after 15 minutes and you believe that your account should not have been permanently disabled, please contact the Capita TI team by ing support.multitrans@capita-ti.com. I've forgotten my password If you forget your username/password, you can click on the Forgot my password link. You will be prompted to enter the address which is linked to your personal profile and an automatic will be sent to this address instructing you on how to reset your password. The screen where you change your password will also display your username. Page 4

6 On the login page I see an additional box asking me to enter my address. 1. Does the login page look like the screenshot below? This can occur when users are logging in via Internet Explorer. You should not see the box asking you to enter the address associated with your MultiTrans TM profile. If you do see this, follow the steps below: 2. Click on the Tools icon at the top right of the screen. 3. Select Internet Options from the menu. 4. Select the Security tab. 5. You will probably see that your security level is set to 'High'. Click the 'Default level' button to change this to Medium-High or Medium. Page 5

7 6. Click 'Apply', then 'OK'. If the MultiTrans TM login page is still open, close this window and access it again. Page 6

8 Navigating the MultiTrans TM Portal I can't access any part of the portal except the 'My Flow' area. Enter a new password in the 'New Password' box in the 'Security' section of the screen. Re-enter the new password into the 'Confirm' box below Enter your existing password into the 'Your current password' box, then click 'Save'. Now try to access other areas of the portal. Page 7

9 Accessing the Web Editor The requirements to run this application have not been met on this workstation Operating System: Microsoft Vista or later version should be used Browser Version: Internet Explorer (IE) 9 or higher should be used. Upgrade to the latest version here Please note, the Web Editor does not currently work in other browsers. Microsoft Framework:.Net Framework 4 or higher must be installed. Check your version by going to Programs and Features in Control Panel, accessed from the Windows Start menu: Upgrade to the latest version here It is recommended that you upgrade to the latest version for your Operating System. Add Trusted Site: *.capita-ti.com to Internet security settings. Please refer to the user guide 'Adding Trusted Sites in Internet Explorer' which can be found in the 'MultiTrans Guides' section after logging in to the Capita Linguist Portal here: You can log into this section using your MultiTrans TM login details. Set the Internet Explorer security level in the Trusted Sites zone to Medium. In Internet Options on the Security tab, click on Trusted sites and adjust the security level for this zone to medium. Page 8

10 Using Windows 8/8.1 Internet Explorer Windows UI mode You will not be able to use the Web Editor through the Windows UI mode (formerly known as Metro-style) in Windows 8. If you try to do this you will be prompted to download a file called ' MultiCorpora.Web.Xbap.XliffEditor.xbap' but will see an error message when you try to open this. Instead Internet Explorer must be accessed using the desktop version of Internet Explorer. This can be found by clicking on the desktop icon from the APP menu in Windows 8/8.1 and then clicking on the Internet Explorer Icon. Page 9

11 Using Windows 8 and Internet Explorer 11 Some users have reported error messages when using Windows 8.1 with IE11. Please try the following: 1. Go to the login screen of the Web Editor but do not log in. 2. Open the Developer tools window of Internet Explorer by pressing F Go to the Emulation screen and change the document mode from Edge to 10 as seen below. 4. Log in to the Web Editor. You should now be able to install the Xliff Editor XBAP Application after the security prompts. Note: This is a one-time only setup. The subsequent logins will work properly. Page 10

12 Using Windows 10 Internet Explorer not available It is possible to use the Web Editor with Windows 10. In order to do so you will need to open Internet Explorer and not Internet Edge. Internet Explorer can be opened from within Internet Edge as seen in the screenshot below. Please note, if you have not yet opened any web page, the 'Open with Internet Explorer' option will be greyed out. Load any website and it will become available. Please note, the requirement to add the correct trusted site is still required. Page 11

13 Error: Application File Not Valid If the following error message appears after logging in for the first time and trying to run the application please follow the steps below: 1. Click on the Windows 'Start' button at the bottom left of your screen and in the search box, paste the below and press enter: %LOCALAPPDATA%\Apps Please note, in Windows 10 you may need to search for the 'Run' application first, then paste the above in there instead. 2. A window should now open and you should see a folder called 2.0'. Please delete the folder. 3. Now try to access the Web Editor again. Page 12

14 Error: Cannot start the service because of an internal error Error: Server Error in '/XLIFFWeb' Application If any of the following error messages appear after logging in for the first time and trying to run the application please follow the steps below: Error message 1: Cannot start the service because of an internal error. Error message: The remote server returned an unexpected response: (417) Expectation Failed Error message 2: Solution: 1. Open a new tab in Internet Explorer. Click on the cog icon at the top right of the page and select 'Internet Options'. 2. On the 'General' tab, click the 'Languages' button. Page 13

15 3. On the 'Language Preference' window, click the 'Add' button. 4. Select English (United States) or English (United Kingdom) and click 'OK'. 5. Move the English language you have selected to the top of the list using the 'Move up' button if required, then click 'OK'. 6. Now try to access the Web Editor again. Page 14

16 Error: Web Editor login page blank If the Web Editor login page appears blank, as shown above, after accepting the task and clicking the 'Go' button, please check that the site '*.capita-ti.com' has not been added to 'Restricted Sites' instead of 'Trusted Sites'. For details about how to add the required trusted sites in Internet Explorer, please refer to the user guide 'Adding Trusted Sites in Internet Explorer' which can be found in the 'MultiTrans Guides' section after logging into the Capita Linguist Portal here: You can log into this section using your MultiTrans TM login details. Page 15

17 Error: An error occurred in the application you were using If the above error message appears after entering your details on the Web Editor login page, try clearing your Internet Explorer cache. In addition, try resetting the Internet Explorers to default. See below for details about how to do this. Clearing the Internet Explorer cache 1. Close all open pages in Internet Explorer and open a new tab. Click on the cog icon at the top right of the page and select 'Internet Options'. 2. On the 'General' tab, click the 'Delete' button. Page 16

18 3. The 'Delete Browsing History' window will now appear. Tick the options as shown in the screenshot below, then click the 'Delete' button. 4. Click 'OK' to exit the 'Internet Options' window. Page 17

19 Resetting Internet Explorer Settings to Default 1. Close all open pages in Internet Explorer and open a new tab. Click on the cog icon at the top right of the page and select 'Internet Options'. 2. On the 'Advanced' tab, click the 'Reset' button. 3. The 'Reset Internet Explorer settings' page will now open. Click ''Reset'. Page 18

20 4. Click 'OK' to exit the 'Internet Options' window. Web Editor screen displaying incorrectly When accessing the Web Editor, only part of the screen is showing correctly. For example, the source and target columns are displaced and it is not possible to scroll down the screen. This has previously been reported by those using Window 10. Try reducing the resolution of the screen and view the Web Editor at full screen. Page 19

21 Working in the Web Editor Source text automatically overwrites translation in target segment When clicking into a target segment, the source text is automatically inserted where the cursor is placed, then the cursor jumps to the next segment and deletes the translation that was there. This is a known bug within the Web Editor. While the developers on working on a permanent fix for this the workaround below can be followed: 1. Click on the 'Web' tab and select 'MultiTrans Options'. 2. Go to the 'Auto-Process' tab and select the 'Interactive' option from the 'TextBase and TM' section as shown in the screenshot below, then click 'OK'. This change will mean that you will need to insert any TextBase matches from the Translation Agent manually in each cell rather than these being inserted automatically. Page 20

22 Error after clicking 'Complete' button: Unknown error If the message 'Unknown Error' appears after clicking the 'Complete' button follow the steps below: 1. Save your work and close the Web Editor. 2. Click on the Windows 'Start' button at the bottom left of your screen and in the search box, paste the below and press enter. %LOCALAPPDATA%\Apps Please note, in Windows 10 you may need to search for the 'Run' application first, then paste the above in there instead. 3. A window should now open and you should see a folder called 2.0'. Please delete the folder. 4. Access the Web Editor again and click the 'Complete' button. Special characters are not displaying in the Web Editor. If you see a square instead of a character when in a segment within a Web Editor, as seen in the screenshot below, you will need to change the font that the text is being displayed in. To change the font so these characters can be displayed correctly, follow the steps below: 1. On the 'Web' tab within the Editor, click the 'Editor Options' button. 2. In the 'Editor Options' window, select an appropriate font for either the source or target text (according to the segments in which the characters are not diaplaying) which can support the necessary characters, then click 'OK. 3. The characters will now be displayed correctly. Note: The font selected in the Editor does not affect the font of the final file produced. Page 21