Troubleshooting known issues

We strive to provide a seamless experience, but on some rare occasions things don't go exactly as planned. Below we list some know issues when using the app and how you should handle each one of them.

Whenever the immediate solution is not working and you need to reach out to support, please make sure you send an email to customer.happiness@unbabel.com, mentioning the Zendesk Chat ID, the code of the agent handling the chat and some information about the message that was stuck that allows us to identify it (e.g. source text), along with any screenshots or recordings you believe may help illustrate the problem.

The Unbabel app is not loading, displaying a “refusing to connect” error

Start by confirming if you have any other network related issues that may be causing difficulties.  If that is not the case, make sure the chat is being opened from the correct URL, meaning it is being started from the subdomain recognized and set up at Unbabel.  If it is, confirm that the agent has an authorization in place. If nothing solves the problem, please reach out to us with an HAR file generated by the agent trying to serve the chat, while identifying the Zendesk Chat ID as well. Note: to make sure the HAR file is correctly logged, have the agent start recording before accessing the chat and reload the frame once you enter the chat and see the error.

The app is stuck in Tuning our machines or Initializing client.

The app is not launching for some reason. This may be due to the fact that you are trying to use Unbabel with an unsubscribed language. Confirm if that is the case.

If you are not able to confirm which language is being used or if that is not the case, please perform some basic troubleshooting (clearing the browser's cache and cookies) and proceed to right-clicking anywhere on the widget and reloading the frame. Should this fail, please reach out to us with an HAR file generated by the agent trying to serve the chat, while identifying the Zendesk Chat ID as well. Note: to make sure the HAR file is correctly logged, have the agent start recording before accessing the chat and reload the frame once you enter the chat and see the error.

The app is stuck on Fetching translation from Unbabel

Re-install your browser. If the issue persists, record and send us a HAR file generated by the agent trying to serve the chat, while identifying the Zendesk Chat ID as well. Note: to make sure the HAR file is correctly logged, have the agent start recording before accessing the chat and reload the frame once you enter the chat and see the error.

The app stopped translating new messages, and it is displaying a Couldn’t send message error.

One or more messages might have fallen to an error, preventing the normal flow from continuing. As a quick workaround, change the agent language to a different one and then back to the default one. If this does not work, please reach out to Customer Happiness.

The translation is stuck in Translating...

Please check the dedicated article.

The scrollbar within the app is not working on Firefox.

This is a know issue. Please bear with us while we provide a solution! If this proves indispensable, please try using a different browser.