My message is stuck on Translating... What can I do?

If you're finding your translations to be taking longer than usual, that can be indicative of a problem. A chat translation will usually take a few seconds to translate and be posted, but some factors can increase the delivery time, such as message size, complex message content or the quality of your Internet connection.

Nevertheless, we are listing some possible causes and resolutions should your message be stuck at Translating indefinitely.

• There was an error updating the front end, but the translation succeeded

Unbabel will retry posting the translated content in the chat component. Please wait up until 20 seconds to see the message posted. Should the message still be undelivered, try to reload the page.

Note: having the chat console open in more than one tab may cause the conversation to be lost. Unbabel has no influence in this, and maintaining the conversation available depends solely on Salesforce.

• There was an error with the translation

An error such as 400: Bad request may have happened. Wait for the message bubble to update with the error or run a Translation Request report to find out about them.

• Pushtopic needs to be reset

A Pushtopic is created and used by Unbabel in order to push and display translated messages in the Chat Component. If there is an error with it, messages will be translated but the agent will never see them posted. 

If you ruled out the previous causes but are still not able to see translations, you may need to reset Pushtopic.

Should all previous scenarios fail to explain your case, or if no solution has worked out for you, reach out to us at customer.happiness@unbabel.com while providing the chat identifier and as much relevant information as necessary.