Troubleshooting
When an action does not work as expected, check the current page, selection, filters, project type, and storage workspace. The sections below explain which conditions affect each problem and what to check next.
Check these first
Check the account and storage workspace, open file or View, active filters, selected segments, and project type. Read the error message before repeating an action that may already have saved some changes.
I cannot find a project
Check that you are signed into the intended account, using the expected Local or Cloud workspace, and looking at Translation or Review as appropriate. Clear project filters and check archived work.
For local work, use the device, browser profile, or desktop installation where it was created. Signing in elsewhere does not copy local projects. Use project synchronization or transfer a local backup to move the work.
Do not clear site data as an initial troubleshooting step for a missing local project. See Storage and backups.
A command is missing or disabled
Check the current workspace and project type. Single-language review intentionally hides memory, glossary, and source/target tools. Non-AI mode hides AI controls.
Then check whether the command needs selected rows, a text selection, an unlocked segment, an attached resource, an available service, or a supported file. A command hidden from the configurable segment toolbar may still be available in the ribbon.
Memory or glossary entries are locked, or edits remain pending
For locked rows or pending saves inside a resource editor, use Memory locks and saving or Term locks and saving. These editors use explicit confirmation, and a property edit or preview application is not always the final save.
Confirmation asks me to add a memory
For bilingual work, attach a memory to the project. An empty newly created memory is suitable for collecting approved translations. Check the language direction, attach it, then confirm again.
If the target is empty, write or insert the translation first. Confirmation approves usable target text; it is not an action for filling an empty target by itself.
Expected segments are not visible
Use the table filter bar's X control labeled Clear all to clear source and target searches, opposite conditions, status and content filters, automatic result-set restrictions, and sorting. Check the returned rows.
Tools such as File Index, Adaptive Learning, the filter assistant, and certain repair workflows can apply filters to show relevant passages. The hidden rows have not been deleted. Closing the tool does not provide a general reset. See Selecting segments and batch actions.
Then check whether you opened a full file or a saved View. A View contains the segment membership chosen when it was created; it is not a continuously updated search of every file.
Memory matches or terms are missing
Check that the resource is attached to the current project and its languages fit the job. A resource in the library is not automatically active everywhere.
Compare the source wording with the stored term. An approximate term match can appear in Term Matches even when the stored source wording is not present exactly and cannot be highlighted in the text. To search a phrase in translation memories, use Concordance.
If the resource cannot be loaded, use the visible Retry action and check connectivity for cloud content.
Imported text looks wrong
For TXT, check encoding. For CSV, check the delimiter. For other source formats, inspect extraction settings and whether the file is accepted by that particular tool.
For badly divided sentences, inspect abbreviations and segmentation rules. For missing content, check whether hidden text, highlights, layers, or other extraction choices protected or excluded it.
Export existing work before reimporting or resegmenting an established file. Keep the original and a small reproducible example if the problem persists.
Tags are missing or export fails
Show tags and inspect the missing-tag count. Insert the required tags in the appropriate places; use malformed-tag checks for broken structure. Removing all tags is not equivalent to repairing them.
Run QA, then retry export. If the app offers a fallback file or an error report, keep them for investigation and check what format was actually downloaded. Open a reconstructed document in its normal application before calling it ready for delivery.
AI does not return a usable result
Check Non-AI mode, the selected service, connectivity, and available allowance. Hosted AI stops when the account has no remaining usable credit or allowance.
Read any error, inspect existing targets and retained proposals, and use Retry where offered. Try a smaller, clearer selection if the request was too broad. Repeating an entire batch can produce different results, so check what already succeeded first.
Spellcheck setup or results are confusing
For dictionary installation, missing spelling reports, or a table filtered to one misspelled word, see Spellcheck commands and troubleshooting.
A detached panel is empty
Keep the main workspace open and check that a relevant file or segment is active. Reopen the detached panel if its connection to the main workspace was lost.
Use the supported companion panels for additional windows. If the app reports another main instance already owns the local workspace, return to that instance or close the duplicate.
A shortcut does not run
Check the current binding under Settings → Shortcuts. Focus the relevant editor, close open menus, and ensure the command can run with the current selection.
If the browser or operating system takes the combination, choose a different one. See Keyboard shortcuts.
Report a problem
Follow Submit feedback for the current form, required fields, submission results, and an example of a reproducible report.
Open Feedback → Submit feedback. Include the action, expected result, actual result, file format, project type, and exact visible message. For a repeatable issue, describe the smallest sequence that produces it.
Use a safe sample when the original content is confidential. A report that says “Export DOCX after fixing a missing tag” is much easier to investigate than “It does not work”.