We asked for the translation of a huge amount of our courses made in Rise. We followed the process to export xlf file for course translation.
Now the translation agency has send us back the xlf file to be imported back into Rise but I got an error when I tried to import it to my duplicated course.
Please find enclosed the xlf file I am trying to use. The file itself looks not corrupted. I have no idea why it´s not working.
Hello, Mathilde! Thanks for letting us know what's going on. I've opened a support case on your behalf, and one of our Support Engineers will contact you shortly. We'll do all we can to get this resolved!
Hello, Thomas! I'd like our Support engineers to have a closer look at your XLIFF files. I've opened a case for you, so you should hear back from the team shortly!
I am experiencing exactly the same problem, the translator has tried many different XLIFF file types, Swordfish and Smartcat being just two. Every time I try to import the translated files it appears to upload, then starts processing then says 'Import failed'. I have also tried uploading a translated file to the labels section, then I get the following message: 'An internal server error occurred'
Please help I am getting desperate, my course is required for a pre-read prior to a workshop I am running on 28th October!!
I'm having the same problem (my coordinator opened a case). Would be happy for a description, here in the forum, of what seems to cause this problem. Have you noticed any certain ways to fix this on "our" or "your" side? Would be happy to understand why this problem seems to happen for many of us - what went wrong? Would want to avoid it in the future. Thanks! /R
Hi Rikard, thanks for letting us know that you’ve opened a case. I looked for it to get details of what’s happening with your issue, but I couldn’t find a case under your name. Please share the reference number here so that we can check in on your case. I can also share more info about this once I've had a look!
I have to say I was disappointed with the response from Articulate support, it was quite slow and my issue was urgent, I also could not gain access to any support over the weekend, and of course they work within US times which is not helpful for their international customers. I did get a helpful support guy trying to get things sorted for me late into Friday evening (UK time), but I really needed to speak to a human being not go back and forth by email. It also didn't resolve my issue and it was only because he had stated he used Smartcat translating tool that I decided on the Monday morning to sign up for a free account.
Within 30 minutes of signing up I received a telephone call to see if I needed any help getting started..the person calling was in the US and I am in the UK. I explained the issue I was having with Rise and he stated that Smartcat have ensured their software is compatible with some of the nuances of Articulate software. He was the one who sorted the files for me and once I knew Smartcat was designed to work well with Articulate, Rise etc I got my translator to create his own (free) account with Smartcat. Everything has worked perfectly since and we are able to share the files via the Smartcat account rather than via email.
I just wish Articulate support had made it clear that Smartcat is a good tool to use with their systems it would have saved both me and my translator a lot of time!!
Interesting that the customer service and support provided by Smartcat was excellent and my account with them is free, yet I pay quite a bit to have an articulate account. I do hope Articulate improve their availability of support for customers outside the US!!
Hi there, Rikard. I see that my teammate was working through some questions with Hanna overnight, including the possibility of empty blocks or lessons, which may cause the translation process to fail. He'll keep her posted!
"If your course contains empty lessons or blocks, the import will fail. So you'll want to delete any empty blocks/lessons. And if you do, you'll need to re-download the translation file from Rise, run the translation again, then import the translated file to Rise to complete the translation."
This seems "easy to fix" but cost us money and time due to another contact with the translator. - an "external supplier" to our client . It means that we need to order another file from their translator?
Many would be helped if you add information about "make sure there are no empty blocks in courses to be translated" and "do not change anything in the course copy after exporting xlf in Rise for translation". This info is needed before the first xliff export from the "specific course copy" in Rise.
Thanks so much for that feedback, Rikard. I'm sorry this has been a challenging experience, and we will let you know if we make any changes that will help.
Same thing for me this morning. it just cost us 5 000$ with the translation and I have this "import failed" message without knowing what is the problem . Seriously I have this short deadline and I've followed the process... I do not have time for that. We are on a short deadline.
Hi Dominic! Thanks for letting us know you need help. I've opened a support case on your behalf, and one of our Support Engineers will contact you shortly. For faster support in the future, you can submit a support ticket here.
Hi Glenn! Did you duplicate the course, export the XLIFF from the duplicate, then import the translated XLIFF back into the duplicate?
You'll want to be sure you export the XLIFF and import the translated version back into the same course. You can read more about the steps for translating a course here.
Hi, I also have this problem. I've managed to upload one XLF file successfully. Since then we've tried five or six different files, all have failed to upload. Please can you help?
Our support team should be able to help you investigate why your XLF files are failing to upload in Rise 360. Can you open a case with us here? We'll respond right away once we have received your case to get your translation issue resolved. Thanks!
Hi there. I also got a problem (import failed) to upload again a file translated by Smartcat. I tried it serveral times, with quite a few different options. Can anyone please contact me? Thanks
29 Replies
Hello, Mathilde! Thanks for letting us know what's going on. I've opened a support case on your behalf, and one of our Support Engineers will contact you shortly. We'll do all we can to get this resolved!
Hi there, we are experiencing the same issue. We receive and IMPORT FAILED. message. We've tried with 5 different XLF file.
Hi Monique! I see you're already working one-on-one with Robert to get this problem resolved. You're in good hands!
I am experiencing the same thing. Can someone please assist?
Howdy all, we have the same problem with importing the translated .xlf-file.
please help, this course should be out shortly - regards Thomas
Hello, Thomas! I'd like our Support engineers to have a closer look at your XLIFF files. I've opened a case for you, so you should hear back from the team shortly!
I am experiencing exactly the same problem, the translator has tried many different XLIFF file types, Swordfish and Smartcat being just two. Every time I try to import the translated files it appears to upload, then starts processing then says 'Import failed'. I have also tried uploading a translated file to the labels section, then I get the following message: 'An internal server error occurred'
Please help I am getting desperate, my course is required for a pre-read prior to a workshop I am running on 28th October!!
Hi Jane,
I can see that you are already working with Phil, one of our Support Engineers. It looks like he sent you an email and is waiting for your response.
Hi,
I am experiencing the same thing. Can someone please help?
Hi Thomas,
Thank you for submitting a case. Our Support engineer Mark sent you an email and is waiting to hear back from you.
I'm having the same problem (my coordinator opened a case). Would be happy for a description, here in the forum, of what seems to cause this problem. Have you noticed any certain ways to fix this on "our" or "your" side? Would be happy to understand why this problem seems to happen for many of us - what went wrong? Would want to avoid it in the future. Thanks! /R
Hi Rikard, thanks for letting us know that you’ve opened a case. I looked for it to get details of what’s happening with your issue, but I couldn’t find a case under your name. Please share the reference number here so that we can check in on your case. I can also share more info about this once I've had a look!
Case #02527724
Thanks.
Rikard
Från: E-Learning Heroes
Skickat: den 23 november 2020 13:58
Till: Rikard Westman
Ämne: Reply to Error when importing XLF file for Course translation
I have to say I was disappointed with the response from Articulate support, it was quite slow and my issue was urgent, I also could not gain access to any support over the weekend, and of course they work within US times which is not helpful for their international customers. I did get a helpful support guy trying to get things sorted for me late into Friday evening (UK time), but I really needed to speak to a human being not go back and forth by email. It also didn't resolve my issue and it was only because he had stated he used Smartcat translating tool that I decided on the Monday morning to sign up for a free account.
Within 30 minutes of signing up I received a telephone call to see if I needed any help getting started..the person calling was in the US and I am in the UK. I explained the issue I was having with Rise and he stated that Smartcat have ensured their software is compatible with some of the nuances of Articulate software. He was the one who sorted the files for me and once I knew Smartcat was designed to work well with Articulate, Rise etc I got my translator to create his own (free) account with Smartcat. Everything has worked perfectly since and we are able to share the files via the Smartcat account rather than via email.
I just wish Articulate support had made it clear that Smartcat is a good tool to use with their systems it would have saved both me and my translator a lot of time!!
Interesting that the customer service and support provided by Smartcat was excellent and my account with them is free, yet I pay quite a bit to have an articulate account. I do hope Articulate improve their availability of support for customers outside the US!!
Hope this helps
Hi there, Rikard. I see that my teammate was working through some questions with Hanna overnight, including the possibility of empty blocks or lessons, which may cause the translation process to fail. He'll keep her posted!
Today I got to know this:
"If your course contains empty lessons or blocks, the import will fail. So you'll want to delete any empty blocks/lessons. And if you do, you'll need to re-download the translation file from Rise, run the translation again, then import the translated file to Rise to complete the translation."
This seems "easy to fix" but cost us money and time due to another contact with the translator. - an "external supplier" to our client . It means that we need to order another file from their translator?
Many would be helped if you add information about "make sure there are no empty blocks in courses to be translated" and "do not change anything in the course copy after exporting xlf in Rise for translation". This info is needed before the first xliff export from the "specific course copy" in Rise.
Regards,
/R
Thanks so much for that feedback, Rikard. I'm sorry this has been a challenging experience, and we will let you know if we make any changes that will help.
Same thing for me this morning. it just cost us 5 000$ with the translation and I have this "import failed" message without knowing what is the problem . Seriously I have this short deadline and I've followed the process... I do not have time for that. We are on a short deadline.
Hi Dominic! Thanks for letting us know you need help. I've opened a support case on your behalf, and one of our Support Engineers will contact you shortly. For faster support in the future, you can submit a support ticket here.
I just encountered this issue as well. Just got our file back from external translation company and I can not get it to upload?
Hi Glenn! Did you duplicate the course, export the XLIFF from the duplicate, then import the translated XLIFF back into the duplicate?
You'll want to be sure you export the XLIFF and import the translated version back into the same course. You can read more about the steps for translating a course here.
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Hi, I also have this problem. I've managed to upload one XLF file successfully. Since then we've tried five or six different files, all have failed to upload. Please can you help?
Thanks
Hi Jo,
Our support team should be able to help you investigate why your XLF files are failing to upload in Rise 360. Can you open a case with us here? We'll respond right away once we have received your case to get your translation issue resolved. Thanks!
Hi there. I also got a problem (import failed) to upload again a file translated by Smartcat. I tried it serveral times, with quite a few different options. Can anyone please contact me? Thanks