General FAQ

1. Content was already in another job.
   
   • Strings can only be in one Job (within the same Project).
   • The other Job can usually be found by looking for the file/URL in the Strings View.
2. All content has been removed from the Job.
   • Content may have been removed from the Smartling Project or from the source file.
   • The string history can show you how this happened, and there are multiple ways to resolve it depending on what happened.
   • Translations can be restored to their previous state using SmartMatch rules.
3. Smartling has ingested no new translatable content. 
   
   • The directives point to a path in the file where there is no translatable content.
   • A NOTRANSLATE formatting style has been applied to a business file.
   • Content has been excluded by using an attribute in tags.
   • If placeholders or HTML tags changed, and no text was added, it is recognized as not having new content for translation.
   • In Connector Projects, a Job may be created due to the Connector configuration or automation settings, even if no new translatable content was available (e.g. in cases where placeholders changed, but no text was added).
4. The file is still processing and its contents have not yet been added to the job.
   • This can happen when you upload large files via the Files tab and then immediately add the files to a job from this page. When redirected to the job page, you may see "no content." This happens because the file is still being processed, so its contents have not yet been added to the job. 
   • Once the file processing is complete, the content will be added to the job, and the "no content" message will no longer appear. 

Tip: For more information, read Troubleshooting No Content In Jobs.

Rest assured, Smartling did not gobble your content up! "Smartling Automation" is the trigger identifier in the Job history for an action taken by a user in your account. The content can be easily restored, depending on what happened.

1. Is the Job using the correct workflow?
   • Click on the Job name to reach the Job Details page. From here, click on the Workflows tab.
     
   • Ensure that the workflow is correct and is set up for your current translation provider(s).
     
   • If the strings are currently in an incorrect workflow, you can easily move them to the right one.
   • 💡 Tip: Configuring a default workflow for each language means you don't have to worry about choosing the right workflow for each Job going forward.
     
     
2. Which workflow step is the Job stuck in?
   
   • If the workflow is correct, see which exact step the content is stuck in.
     
     
   • If the content is stuck in a workflow step which is managed by your internal resources (such as an internal review step), we would recommend reaching out directly to your internal team members.
     
   • 💡 Tip: You can configure Idle String rules on the relevant workflow step to have Smartling send automated reminders to your linguists or reviewers going forward.
     
     
3. Has the delayed language been added only recently to your Project?
   
   • If you just started translating into a new language, please notify your translation vendor, so they can assign a team of translators and ensure a timely delivery of the translations.
     
     
4. Has the Job been assigned to the right people?
   
   • Check the workflow configuration to ensure that the correct translation provider and translators have access to the content on the workflow step. This is especially important if a new language has recently been added to your Project and/or workflow.
   • If the workflow step uses Content Assignment, check if the content has been assigned to a Translation Resource.
   • 💡 Tip: Content assignment notifications can be enabled to prompt you to assign your preferred translator to work on the content.
     
     
5. Are there any open issues (questions) that need to be clarified?
   • Check the issues panel in the Job Details to see if there are any open issues and ensure to resolve them.
   • 💡 Tip: You can respond and close issues directly via email or even via our Slack integration.
     
     
6. Has the Job due date been set according to your vendor's SLA?
   • The Job should be authorized with a due date within the agreed SLAs with your translation provider. This is an important consideration when new content is added to an existing Job.
   • Task deadlines can be set for each step, so everyone involved in the translation workflow knows when to deliver their work.
   • 💡 Tip: Job automation rules automate Job authorization and Job Due Date Profiles automate due date configuration.

Tip: If none of the above reasons apply, we recommend that you contact your translation provider.

1. There is no rate information set up for the people who are assigned to the workflow.
2. The content type of the workflow type does not match the content type of the rate cards
3. Your Job is using a dynamic workflow, which means that only the rates provided for the default branch of the workflow are used for the cost estimate.
4. A mix of different currencies is used for each of the rate cards for the languages in the Job
5. Some steps in your workflow are non-payable (e.g. an internal review step)

Tip: For more information, read Troubleshooting Jobs Missing Rate Information.

Note: If you have a Requester user role in Smartling, please contact a team member in your organization with a Project Manager or Account Owner role, who will be able to check for the above reasons.

1. The untranslated content can be found in Smartling, but the translation is incomplete. This could happen because:
   • It is not authorized for translation yet.
   • The translation is still in progress.
   • The content has been excluded from translation via the Strings View.
2. The untranslated content cannot be found in Smartling. This could happen because:
   • The content was not ingested for translation.
   • It was not captured by the GDN.

Tip: For more information, read Troubleshooting Untranslated Content.

We understand content changes happen more often than not! That's why Smartling makes it easy to get those changes into Smartling, without interrupting the translation of unmodified content that's in progress. This means that you don't need to stop the Job that's in progress to update the content.

When a Project Manager or Account Owner uploads a file that has already been uploaded to Smartling, the system overwrites the existing version with the latest version, and scans the file for changes:

• New strings require you to authorize the translation of the new content.
• Removed strings are automatically removed from the Job.
• Unchanged strings remain unchanged and exactly where they are in the workflow. No action required.

Tip: For more information, read Updating Existing Source Files for Project Managers and Account Owners.

If you have a Requester user role, please refer to this article instead to learn more about making updates to source files.

Email translation@smartling.com if you are a content owner and have any one of the following:

1. Go to dashboard.smartling.com.
2. Enter your email address
3. Click Continue
   
   
4. Click Forgot Password? to receive an email to create a new password.
   
5. Enter your email address again and confirm that you are not a robot.
   
6. Click Request Instructions to complete your request.
   • You will receive an email from Smartling with a link that allows you to reset your password.
   • Links expire after 30 minutes.

If you did not receive an email from Smartling:

• Check your Spam folder and ensure you have marked all emails from the @smartling email alias as safe in your email account. 
• Consult your IT Operations team to ensure that the @smartling alias is marked as a safe sender in your network.

Tip: For more information, read How to Reset Your Password.

1. Click the dropdown menu under your name
2. Click Notification Settings

To switch notifications on:

1. 1. Turn on Global Notification Preferences
      This setting must be enabled for any notification to be sent (excluding Issue watcher notifications)
      
   2. From here, you can set notification preferences for all projects in the account. Adjustments per project can be made in the Project tab 
      
      

1. The Account Owner, Project Manager or Agency Owner has not completed the workflow assignment: reach out to them directly to complete the process.
2. The invite is stuck in your spam folder: ensure that the @smartling alias is marked as a safe sender in your email account.
3. The invite has been blocked by your network firewall: consult your IT Operations team to ensure that the @smartling alias is marked as a safe sender in your network.

The error "The user you are inviting already has access to this account" could be due to any one of the following: