Unbabel runs an apex job that periodically looks for pending translations, i.e., articles that have drafts for translated languages for which no Translation Request record has yet been completed successfully. This is necessary since translations are created from article versions assigned to the Unbabel queue.

If a draft exists assigned to the Unbabel queue, but:

• no Translation Request record was created
• the Translation Request has failed or is stuck in progress (Translation Requested)

then, under some circumstances, a new TR can be created by the apex job, effectively creating a loop of requests that won't be stopped until one translation succeeds or the request prevented.

To fix this, you can try some different strategies.

Find the error and ensure the translation is delivered

An error can occur at the time of the creation of the TR record or by the time Unbabel tries to deliver the completed translation. Report on your Translation Requests to find the article translation with issues, identify the error, try to fix it based on the message. The next request should succeed and close the loop.

Unassign the draft from the Unbabel queue

If you can't solve the issue on your own, unassign all drafts from the Unbabel queue until the problem is fixed to try and stop the loop. Once the issue is resolved, request the translation again.

If you tried these methods and still can't stop new requests from creating, please reach out to us at customer.happiness@unbabel.com with a detailed description of the issue, including pointing to the article (s) and language(s) seeing the problem. You may wish to consider granting support access to the organization while doing it, as it will expedite the investigation.

If you set a different periodicity for the job, you may see this issue occur with that frequency instead of hourly.

Updating your package

On version 1.34 of our package, we introduced a fix for this issue. Please consider updating your package version once you fix the issue in your current version to prevent new occurrences.

So the articles are no longer created in a loop, but my paid for translation did not update

If the error is happening during delivery, your translated article draft will not update from English and you will not see the translation.

The article owner will see a Salesforce push notification alerting of the error. Clicking it will direct you to the affected article.

Before requesting a new translation, you can retrieve the translated content by downloading an attachment from the failed Translation Record associated with the article.

1 - Open the App Launcher and click for the Translation Requests view.

2 - Choose to see All Translation Requests.

3 - Click to add a filter, and search for the SObjectID field. Look for the value corresponding to the ID from your notification (the ID for the translation draft).

4 - Find the failed record and click it.

5 - Click on related:

6 - Click on the json file to download it.

The json will include the translation for all eligible fields from your article. You will need to copy them and edit your draft.