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This thread is resolved. Here is a description of the problem and solution.

Problem: memoQ translations get cancelled Solution: For using the memoQ service you should have enough credit on your memoQ account, otherwise the service will cancel the jobs automatically.

This topic contains 12 replies, has 2 voices.

Last updated by angelaG-5 6 months, 1 week ago.

Assigned support staff: Bruno Kos.

Author Posts
March 28, 2019 at 3:18 pm #3483073

angelaG-5

I am trying to:

Send a handoff to Glyph (LSP) who use memoQ to translate the contents

Link to a page where the issue can be seen:
hidden link

I expected to see:
Success

Instead, I got:
Cancellation message

I tried to deactivate/activate and re-authorize but did not make any difference. I found the very similar symptom in the link below so I am suspecting something needs to be changed in WPML. I am having this for a few days so please try to resolve this ASAP.

https://wpml.org/forums/topic/matecat-activation-does-not-work/

March 29, 2019 at 1:30 pm #3491721

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

Thank you for contacting WPML support!

It this what happens in your case?
https://wpml.org/forums/topic/matecat-activation-does-not-work/#post-3070571

So you try to send jobs, but they get cancelled?

In order to debug this issue further quickly, would you be willing to provide me with temporary WordPress admin username so I could investigate the issue directly? I have marked your next reply private so you can safely add this information.

https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

Please make a full backup of your site before sharing this info!

You can use plugins such as UpdraftPlus WordPress Backup Plugin (https://wordpress.org/plugins/updraftplus/) or ask your host to perform a site backup.

Regards,
Bruno Kos

March 30, 2019 at 8:55 am #3497565

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

It seems like that wp-admin credentials did not go thorough? Can you reupload these once again?

Regards,
Bruno Kos

April 1, 2019 at 7:18 am #3504707

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

You put these in the correct field now - however, I am getting "ERROR: The password you entered for the username wpml is incorrect." Can you update that password and test before sending?

Regards,
Bruno Kos

April 2, 2019 at 9:46 am #3515541

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I was able login. I see that you are using memoQ which is authorized and when I clicked Check status for translations, I got:

"0 translation jobs have been sent to remote translators - Last check: 2019-04-02 11:40"

When I check Jobs, I see:

"You cannot download this job because memoQ has canceled it".

Can you try reaching memoQ directly to ask about this job status, if they have indeed canceled or if they have even received it?

Based on hidden link, it doesn't seem as if the connection is broken, but rather that it has been cancelled.

Send a handoff to Glyph (LSP) who use memoQ to translate the contents

Can you tell me how this works, if you are using some custom system, plugin or code for this, can you provide more details about it?

Regards,
Bruno Kos

April 2, 2019 at 4:01 pm #3519031

angelaG-5

Thank you for looking into this. I am not sure what you mean by "Can you tell me how this works?" I am not using any special plugin for localization handling. What I know is WP sends a job to memoQ server through the plugin. The issue is that a job sent through the plugin gets cancelled every time. I was hoping you could see what is happening inside.

Now I am in contact with memoQ server support also and I shared your response above with them. I need to resolve this issue ASAP and it is much easier if you guys talk directly. Could you do this or suggest a meeting so we can all meet together? I have the ticket number and the memoQ support email address. If you use the subject in an email and use the email address, you should get the correct memoQ support that I have been discussing this issue with. They are available 1 PM pacific so it would be great if you could meet also at 1 PM maybe? Or please suggest time you can be available. (It is completely fine by me if you guys can communicate via email and loop me in.)

Subject (ticket #):
RE: [#HVC-497-96151]: WPML plugin - connection failure after reactivation

memoQ support email address:
Support@memoQ.com

I would really appreciate your cooperation to resolve this issue ASAP.

Shoichi

April 3, 2019 at 7:23 am #3523041

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I've asked our 2nd tier support about this, I will get back to you as soon as I hear from them.

Regards,
Bruno Kos

April 3, 2019 at 8:19 am #3523455

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

Based on our 2nd tier, for using the memoQ service you should have enough credit on your memoQ account, otherwise the service will cancel the jobs automatically.

Can you check your stats within memoQ if you have enough credits to send new jobs?

Regards,
Bruno Kos

April 3, 2019 at 4:10 pm #3528513

angelaG-5

I thought I asked you to contact to the memoQ support directly. Now we lost a day again.

memoQ support email address:
Support@memoQ.com

I would like to know if you have a policy that you can't write to them or something. But I think it is helpful for you to connect with the memoQ team also since they do use your plugin service (and charge me for it).

I did forward your response to them but they may respond in Europe time and I may loose a day again so I hope you can contact them directly. The ticket number [#HVC-497-96151] should help for them to identify the case and it is easier for you to connect to the correct support person there who has been talking to me about this issue. (So you don't have to explain.)

April 4, 2019 at 11:14 am #3534269

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I am very sorry about all these delays, however we primarily debug WPML issues that happen in regular working conditions. We don't reach to our client providers (like translation services, hosting companies, etc) in order to get information such as the one I asked about, which is something clients usually provide for us.

Regards,
Bruno Kos

April 4, 2019 at 1:26 pm #3535311

angelaG-5

Ok. Are you able to join a call if I host it? As I mentioned, this has been taking too long. MemoQ team should be ok with this so I would like to know.

April 4, 2019 at 1:29 pm #3535313

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I cannot participate in a call, we need to keep everything within this support ticket. I've already asked our 2nd tier about this and they told me to ask for this information:

you should have enough credit on your memoQ account, otherwise the service will cancel the jobs automatically.

Once I get information from you related to credit amount on memoQ and if they confirm that you indeed have it enough for new translations, I will escalate this this to our translation service specialist for further debugging.

Regards,
Bruno Kos

April 5, 2019 at 6:52 pm #3546415

angelaG-5

My issue is resolved now. Thank you!