Urgent translation import problem

Hi Ashely (multiple message threads today!)

I have now been connected with one of the Tech Support team on this matter (Ticket ID:12353) and I have uploaded a load of files.  I believe Ben in Omniplex support is raising a case with Articulate on this issue.

Here is a link to a screen recording I made to illustrate the problem:

https://qlnk.io/ql/54808c23e4b057ea2df0c0eb

Hi Martin,

All over the place today. :-) 

I see your previous case regarding the iPad full screen, but I don't see one regarding this issue. Did you get an email from Support@articulate.com or did Ben submit it through to our team? If so, do you have the case number from Ben (or his full name) so that I can look it up and follow along? 

Hi Ashley

The only information I have is as follows:

The case was raised by a sales person in Omniplex on my behalf (her name is Ciara McCullough).
It is currently being handled by Ben Sewell at Omniplex Service Desk
The Omniplex case ID is 12353
In his last communication with me, he said he 'has already submitted to Articulate direct' in case it was a bug.

I have left a message for Ben to tell me the case ID from Articulate so we can triangulate!!!

Thanks Martin - found it based on Ben's name. Case # 00442944 for my reference and it's with our support engineers now to investigate. I'll continue to follow along so that I can update the thread here as well. 

Hi Ashley

Sorry to bother you (yet again).  I have had a ping from Ben at Ominplex saying he was unable to re-create the problem (Case # 00442944) and was waiting for me to respond.

I have not heard anything yet from Articulate and was worried that this might slip into  a black hole.

As I understand it, I have sent all the files that misbehave on my machine and a video showing this happening.  I am hopeful that this is still being looked into by the Articulate support team and that I will get some response.

Ben did suggest that I re-install the application but am loathe to do this in case it messes up the trial I am carrying out.

Please can you let me know the status?

Thanks very much

Martin

Hi Martin,

No problem, I had a note to check in on the case Ben submitted for you later this afternoon. It looks like John Say (our support engineer) tested the files Ben shared, and he wasn't able to recreate the issue on his end using SL2 Update 2. The import occurred successfully. He was checking to see if Ben was able to replicate the behavior (no update back from Ben yet) but John did share a reminder of the following, which I've shared with you previously but will include here again: 

1) Be sure to only work on files that are saved on a network drive. 
2) Please also make sure that you have the latest version of Articulate Storyline 2 installed which is Articulate Storyline 2 update 2. In Articulate Storyline, go to Help > About Articulate Storyline. If you have a lower version, please download the latest version from the link below: 
http://download.articulate.com/storyline/2/storyline-2.exe 
3) If the issue still occurs, I would recommend that you uninstall and re-install Articulate Storyline 2. 
4) I would also recommend always saving versions of your project files so that you have a file to go back to should your current project file crash or become corrupt. 

Reinstalling Storyline, or conducting the repair won't have an impact on your overall trial time or any of your existing project files. You'll just want to ensure you have saved the files and I'd make a back up copy of the files (just in case, in general I'm a worrier...) and then go through the repair steps here. 

Hi Martin,

Good catch - that should be to not work on files from a network drive, but only work locally. 

Let us know how things go after reinstalling, and I see Ben is still discussing this with John as well. 

Hi Martin,

I just wanted to follow up here again in terms of John's communication with Ben. John replied:

I understand that the issue with the translation import is intermittent. 

So far I am still not able to replicate the same issue on my end even after trying to import the translation from a 2nd computer. 

Please feel free to keep us posted here or with Ben/John through your case. 

Hi Ashley

Further to my post last night, I have now gone through the process I described and am indeed seeing variable results (not intermittent, as this suggests the re-occurence of the same thing).

Please bear in mind, that last night, SL2 was failing to export to Word at all.  It failed on both attempts to use the Word formats but successfully exported to .XLIFF - the latter content being viewable in a text editor.

This morning the export was working again (no restart overnight)

I have made another video this morning in which I show the following:

1. A working new file - in SL2 release 3
2. The export of that content to WORD
3. A minor change to that Word doc
4. The re-import of the Word doc
5. The disappearance of various pieces of text

I then closed the file without saving and did the following:

1. Opened the source file (which was not changed from the original)
2. Imported the same Word file as had been used in the first test
3. Observed the disappearance of DIFFERENT pieces of text and the re-appearance of text that had been previously missing

In the past, we have seen how Microsoft applications can introduce hidden characters which if allowed to pollute XML, can cause whole files to misbehave.  Is this a possible source of the problem?

To test the above, I will Export to .xliff - make some minor changes and re-import from .xliff

Meanwhile - here is a link to my latest video
https://qlnk.io/ql/548ad664e4b0c9434c041c2c

Hi Martin, 

Thanks for going through all those steps - super helpful in terms of troubleshooting. I know from the previously shared files in the case we weren't able to recreate the same behavior on our end - but since you continue to see it, I'd like to have you continue to work with our support team. I know Ben opened up the case for you last time, but do you want to share your files with us directly here? 

The hidden character element is another interesting piece, so we'll want to know what occurred after you testing the export to .xliff.