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Troubleshooting Guide

Solutions to common issues you might encounter while using XTranslator.

Translation Issues​

Translation Not Starting​

Symptoms: Click "Translate" but nothing happens

Possible Causes & Solutions:

  1. Internet Connection

    • Check your connection is active and stable
    • Try loading another website
    • Reconnect to WiFi if needed

  2. Character Limit Exceeded

    • Verify text is within your plan's character limit
    • Count displayed below text area
    • Reduce text length or upgrade plan

  3. Same Source and Target Language

    • Ensure source and target languages are different
    • Check language selectors
    • Swap if accidentally set the same

  4. Daily Limit Reached

    • Check Profile > Overview for remaining credits
    • Wait until midnight UTC for reset
    • Purchase flex credits (paid plans)
    • Upgrade to higher plan

  5. Browser Issues

    • Refresh the page (F5 or Ctrl+R)
    • Clear browser cache and cookies
    • Try different browser
    • Disable browser extensions temporarily

Translation Stops Mid-Stream​

Symptoms: Translation starts but stops before completing

Solutions:

  1. Check Internet Stability

    • Ensure stable connection
    • Move closer to WiFi router
    • Switch to wired connection if possible
    • Try mobile data as alternative

  2. Restart Translation

    • Refresh page
    • Re-enter text
    • Try again

  3. Reduce Text Length

    • Break into smaller chunks
    • Translate sections separately
    • Combine results afterward

  4. Server Issues

    • Check if issue persists
    • Try again in a few minutes
    • Contact support if ongoing

Poor Translation Quality​

Symptoms: Translation doesn't make sense or is inaccurate

Solutions:

  1. Verify Source Language

    • Manually select instead of auto-detect
    • Ensure correct language chosen
    • Check for mixed-language content

  2. Use Domain Specialization

    • Select appropriate domain (Legal, Medical, etc.)
    • Match domain to content type
    • Try different domain if results poor

  3. Improve Input Quality

    • Fix typos and grammatical errors
    • Use complete sentences
    • Add proper punctuation
    • Provide more context

  4. Simplify Complex Sentences

    • Break long sentences into shorter ones
    • Rephrase ambiguous content
    • Use clearer language

  5. Check Language Pair Support

    • Some pairs are less common
    • Consider translating through English as intermediate
    • See Supported Languages

Auto-Detect Chooses Wrong Language​

Symptoms: Detected language is incorrect

Solutions:

  1. Manually Select Language

    • Don't rely on auto-detect for critical translations
    • Choose source language explicitly

  2. Provide More Text

    • Auto-detect needs minimum 50 characters for accuracy
    • Short text may be misidentified
    • Add context if possible

  3. Check for Mixed Languages

    • Ensure text is in single language
    • Remove or separate mixed content
    • Translate each language separately

Text Translation​

Text Translation Not Starting​

Symptoms: Click "Translate" but nothing happens in text translator

Solutions:

  1. Check Character Limit

    • Verify text is within your plan's limit:
      • Free: 1,500 characters
      • Starter: 10,000 characters
      • Pro: 20,000 characters
      • Ultimate: 50,000 characters
    • Character count shown below input

  2. Verify Languages Different

    • Source and target must be different
    • Check language dropdowns
    • Swap if accidentally same

  3. Check Daily Credits

    • View Profile > Overview for remaining credits
    • Wait until midnight UTC for reset
    • Upgrade plan if needed

Streaming Stops Mid-Translation​

Symptoms: Translation starts but stops before completing

Solutions:

  1. Internet Connection

    • Streaming requires stable connection
    • Check WiFi signal strength
    • Try wired connection if available

  2. Browser Issues

    • Refresh page and retry
    • Clear browser cache
    • Try incognito/private mode
    • Switch to Chrome or Firefox

  3. Break Into Chunks

    • Translate in smaller pieces
    • 3,000-5,000 characters optimal
    • Combine results afterward

Translation Quality Poor​

Symptoms: Results don't make sense or are inaccurate

Solutions:

  1. Select Correct Source Language

    • Don't rely on auto-detect for critical content
    • Manually choose language

  2. Use Domain Specialization

    • Select appropriate domain (Legal, Medical, Tech, etc.)
    • Match domain to content type
    • See Domains

  3. Improve Input Quality

    • Fix typos and grammar errors
    • Use complete sentences
    • Add proper punctuation

  4. Check Language Pair

    • Some pairs less common than others
    • Consider English as intermediate step
    • See Supported Languages

Document Translation​

Document Upload Fails​

Symptoms: Cannot upload document (PDF, DOCX, PPTX, TXT, SRT)

Solutions:

  1. Check File Size Limits

    • Free: 10MB max
    • Starter: 30MB max
    • Pro: 40MB max
    • Ultimate: 50MB max
    • Compress or split large files

  2. Verify File Format

    • Supported: PDF, DOCX, PPTX, TXT, SRT
    • Check file extension matches format
    • Try re-saving in supported format

  3. Check Page Count

    • Free: 10 pages max
    • Starter: 25 pages max
    • Pro: 50 pages max
    • Ultimate: 100 pages max
    • Split large documents

  4. Remove Password Protection

    • PDF files must be unprotected
    • Remove encryption before uploading

Document Translation Takes Too Long​

Symptoms: Processing time exceeds expectations

What to Expect:

  • Small PDFs (1-5 pages): 30-60 seconds
  • Medium PDFs (10-20 pages): 1-3 minutes
  • Large PDFs (50+ pages): 3-7 minutes
  • Scanned PDFs: Add 1-2 minutes for OCR

Solutions:

  1. Be patient for large documents
  2. Don't navigate away during processing
  3. Split very large documents
  4. Use native PDFs instead of scanned when possible

Translated Document Has Formatting Issues​

Symptoms: Layout or formatting is incorrect in translated file

Solutions:

  1. For Complex Layouts

    • Original formatting may not be perfectly preserved
    • Very complex documents may need manual adjustment
    • Consider simpler format (TXT) if formatting not critical

  2. For Tables and Charts

    • Tables should be preserved
    • Chart text may require manual verification
    • Complex graphics may not translate perfectly

  3. For Scanned PDFs

    • OCR quality affects formatting
    • Use high-quality scans (300 DPI+)
    • Straighten and clean images before scanning

Downloaded Document Won't Open​

Symptoms: Translated file download fails or won't open

Solutions:

  1. Re-download File

    • Try downloading again
    • Check download folder
    • Ensure download completed

  2. Check Software

    • Ensure you have appropriate software:
      • PDF: Adobe Reader, Preview, etc.
      • DOCX: Microsoft Word, Google Docs, LibreOffice
      • PPTX: PowerPoint, Google Slides, etc.
    • Update software to latest version

  3. File Corruption

    • Try translating again
    • Use different browser
    • Contact support if issue persists

File Upload Issues​

File Upload Fails​

Symptoms: Cannot upload document, image, or audio file

Solutions:

  1. Check File Size

    • Verify file is within plan limits:
      • Free: 10MB (docs), 5MB (images), 15MB (audio)
      • Starter: 30MB (docs), 10MB (images), 25MB (audio)
      • Pro: 40MB (docs), 10MB (images), 25MB (audio)
      • Ultimate: 50MB (docs), 10MB (images), 25MB (audio)
    • Compress large files
    • Split into smaller files if needed

  2. Verify File Format

    • Ensure format is supported:
      • Docs: PDF, DOCX, PPTX, TXT, SRT
      • Images: JPG/JPEG, PNG, WEBP, GIF
      • Audio: MP3, WAV, MP4
    • Convert unsupported formats
    • Check file extension is correct

  3. Check File Integrity

    • File may be corrupted
    • Try opening file on your computer
    • Re-save or re-export file
    • Try different file

  4. Remove Password Protection

    • Unprotect password-protected PDFs
    • Remove encryption
    • Save as unprotected version

  5. Internet Connection

    • Large files need stable connection
    • Wait for upload to complete
    • Don't navigate away during upload
    • Try wired connection for large files

Document Translation Fails​

Symptoms: Upload succeeds but translation fails

Solutions:

  1. Check Page Count

    • Verify within plan limits:
      • Free: 10 pages max
      • Starter: 25 pages max
      • Pro: 50 pages max
      • Ultimate: 100 pages max
    • Split large documents
    • Extract specific pages needed

  2. For Scanned PDFs

    • Ensure text is legible
    • Use high-quality scans
    • Straighten pages
    • Improve contrast

  3. For Native PDFs

    • Check PDF is text-based (not just images)
    • Try saving/exporting as new PDF
    • Ensure no corruption

  4. Complex Formatting

    • Very complex layouts may cause issues
    • Simplify document if possible
    • Try converting to simpler format (e.g., TXT)

OCR Not Extracting Text​

Symptoms: Image uploaded but no text extracted

Solutions:

  1. Image Quality

    • Use clear, high-resolution images
    • Ensure good lighting
    • Avoid blurry or distorted photos
    • Re-take photo if necessary

  2. Text Clarity

    • Ensure text is legible
    • Zoom in to verify readability
    • Avoid handwritten text (limited support)
    • Use printed text when possible

  3. Image Orientation

    • Straighten image
    • Rotate to correct orientation
    • Crop to focus on text area

  4. File Format

    • Try different image format
    • Convert to PNG or JPG
    • Avoid overly compressed images

Audio Transcription Fails​

Symptoms: Audio file uploaded but transcription doesn't work

Solutions:

  1. Audio Quality

    • Ensure clear audio
    • Minimize background noise
    • Use good recording equipment
    • Avoid poor quality recordings

  2. File Format

    • Convert to supported format (MP3, WAV, MP4)
    • Ensure file isn't corrupted
    • Try re-exporting audio

  3. Language Selection

    • Select correct source language
    • Audio language must match selection
    • Some accents may be challenging

  4. Audio Length

    • Very long files may time out
    • Break into shorter segments
    • Try 5-10 minute chunks

Account Issues​

Can't Sign In​

Symptoms: Login fails with correct credentials

Solutions:

  1. Verify Email and Password

    • Check for typos
    • Ensure caps lock is off
    • Copy/paste to avoid errors

  2. Reset Password

    • Click "Forgot Password"
    • Check email for reset link
    • Create new password

  3. Email Not Verified

    • Check inbox for verification email
    • Check spam/junk folder
    • Resend verification email
    • Contact support if not received

  4. Browser Issues

    • Clear cookies and cache
    • Try incognito/private mode
    • Try different browser

  5. Account Locked

    • Check email for security alert
    • Contact support to unlock

Email Verification Not Received​

Symptoms: No verification email in inbox

Solutions:

  1. Check Spam/Junk Folder

    • Email may be filtered
    • Mark as "Not Spam"
    • Add sender to contacts

  2. Wait a Few Minutes

    • Emails can be delayed
    • Allow up to 15 minutes

  3. Check Email Address

    • Verify correct address entered
    • Look for typos

  4. Resend Verification

    • Look for "Resend" link in app
    • Try sending again

  5. Whitelist Sender

Profile Changes Not Saving​

Symptoms: Updates to profile don't persist

Solutions:

  1. Click Save/Update Button

    • Ensure you clicked save
    • Look for confirmation message

  2. Form Validation Errors

    • Check for error messages
    • Fix any highlighted fields
    • Ensure all required fields filled

  3. Browser Issues

    • Disable ad blockers temporarily
    • Clear cache
    • Try different browser

Billing & Subscription Issues​

Payment Declined​

Symptoms: Credit card payment fails

Solutions:

  1. Verify Card Details

    • Check card number
    • Verify expiration date
    • Confirm CVV code
    • Ensure billing address matches

  2. Contact Bank

    • Check for fraud holds
    • Verify sufficient funds
    • Enable online transactions
    • Check international transaction settings

  3. Try Different Payment Method

    • Use different card
    • Try PayPal if available

  4. Contact Support

    • If issue persists
    • Provide error message
    • We can help troubleshoot

Subscription Not Active After Payment​

Symptoms: Paid but features still limited

Solutions:

  1. Wait a Few Minutes

    • Processing can take 1-2 minutes
    • Refresh page

  2. Check Billing History

    • Verify payment went through
    • Look for confirmation email

  3. Sign Out and Back In

    • Force account refresh
    • May update subscription status

  4. Contact Support

    • If still not active after 15 minutes
    • Provide payment confirmation

Can't Cancel Subscription​

Symptoms: Cancel option not working

Solutions:

  1. Follow Cancel Flow

    • Profile > Subscription > Cancel
    • Complete all steps
    • Confirm cancellation

  2. Check Confirmation Email

    • Look for cancellation confirmation
    • May already be processed

  3. Browser Issues

    • Try different browser
    • Disable extensions
    • Clear cache

  4. Contact Support

    • We can process cancellation manually
    • Provide account details

Performance Issues​

Slow Loading​

Symptoms: Pages load slowly

Solutions:

  1. Check Internet Speed

    • Test connection speed
    • Try different network

  2. Clear Browser Cache

    • Remove old cached data
    • May improve performance

  3. Disable Extensions

    • Browser extensions can slow loading
    • Try incognito/private mode

  4. Try Different Browser

    • Switch to Chrome or Firefox
    • Update to latest version

Streaming Freezes​

Symptoms: Real-time translation stops updating

Solutions:

  1. Stable Connection Required

    • Streaming needs consistent internet
    • Avoid WiFi dead zones
    • Use wired connection if possible

  2. Refresh Page

    • Restart translation
    • Usually resolves freeze

  3. Reduce Text Length

    • Shorter text streams better
    • Break into smaller chunks

Browser-Specific Issues​

Safari Issues​

Common problems:

  • Streaming may be slower
  • Some features may lag

Solutions:

  • Update to latest Safari version
  • Enable JavaScript
  • Allow cookies from XTranslator.app
  • Try Chrome as alternative

Mobile Browser Issues​

Common problems:

  • Text input lag
  • Upload button hard to tap
  • Interface cramped

Solutions:

  • Use mobile-optimized view
  • Tap and hold for paste
  • Rotate to landscape for more space
  • Zoom in on input areas

Ad Blocker Interference​

Symptoms: Features not working with ad blocker

Solutions:

  • Whitelist XTranslator.app
  • Disable ad blocker for our site
  • Check browser console for blocked requests

Error Messages​

"Daily Limit Reached"​

Meaning: You've used your daily allowance

Solutions:

  • Wait until midnight UTC
  • Purchase flex credits (paid plans)
  • Upgrade to higher plan

"Invalid File Format"​

Meaning: File type not supported

Solutions:

  • Check supported formats list
  • Convert to supported format
  • Verify file extension is correct

"File Too Large"​

Meaning: File exceeds size limit

Solutions:

  • Compress file
  • Upgrade plan for larger limits
  • Split into smaller files

"Authentication Required"​

Meaning: Must be signed in for this feature

Solutions:

  • Sign in to your account
  • Create account if needed
  • Refresh page after signing in

"Network Error"​

Meaning: Connection issue

Solutions:

  • Check internet connection
  • Retry request
  • Refresh page
  • Try again in a moment

Still Having Issues?​

If these solutions don't resolve your problem:

  1. Check Service Status

    • Visit our status page (coming soon)
    • Check social media for announcements

  2. Contact Support

    • Use Contact Us in app
    • Provide:
      • Detailed description of issue
      • Steps to reproduce
      • Browser and device info
      • Screenshots if applicable
      • Error messages

  3. Response Time

    • Free: 48-72 hours
    • Starter: 24-48 hours
    • Pro/Ultimate: 12-24 hours (priority)

We're here to help!

Most issues resolve quickly with these troubleshooting steps. Don't hesitate to reach out if you need assistance!