Help

1.1. What do I need in order to use WordXtra?

1. An up-to-date internet browser:
   • Internet Explorer, version 6 and above
   • Firefox, version 1.5 and above
   • Opera
   Should you have any queries about the compatibility of your browser with WordXtra, please contact wordxtra_webmaster@wordbank.com
2. Correctly applied Cookie settings (see What should my Cookie settings be?)

1.2. What are Cookies?

Cookies are small pieces of information stored on your computer, and are used to help websites track details that need to be remembered over time. WordXtra uses Cookies to ensure that your data is protected and that only you can use it.

If you are having problems logging in to WordXtra then it is possible you have your Cookies settings at an incorrect level. Your computer may be set to reject Cookie files and ignore them, and in that case you would be unable to use WordXtra correctly.

1.3. What do the status descriptions mean?

• On Time = file has been sent out on time iand is not yet due for return
• Past Due = file has been sent out and is overdue for return from current stage
• Allowed Late = file is running late against planned timelines bu the client has been informed and the delay has been allowed for
• On Hold = file is on hold
• Aborted = localization process for file has been aborted
  
• Queued to go out = file is ready to be sent to the indicated stage
• Ready for delivery = file has completed the localization process and is ready for delivery
• Delivered = file has completed the localization process and has been delivered.

1.4. What should my Cookie settings be? How can I change them?

See below for details on how to change your Cookie settings. Plerase note that changing your settings may be against your internal company regulations or may not be allowed on your computer. In this case you should contact your IT support. Alternatively you are more than welcome to email us at wordxtra_webmaster@wordbank.com.

Internet Explorer

To change your settings click Tools → Internet Options. Select the Privacy tab as follows. Ensure that the slider is set at the correct level, 'Accept All Cookies'. Click OK to save your changes.

Internet Explorer 6:

Internet Explorer 7:

Click Tools → Options → Privacy as follows. Ensure the box marked 'Accept cookies from sites' is ticked. You should then click OK to save your changes.

1.5. I can't log in!

Have your username and password been entered correctly? Both are case-sensitive so be careful to ensure the correct letters are capitalised. Do you have Caps Lock or Num Lock on by mistake?

See I've forgotten my password! if you have forgotten your login details or are unsure of the capitalisation

Another common cause of failed log-in attempts could be your Cookies settings. Check What Are Cookies? and What should my Cookie settings be? to ensure these are set correctly.

If neither of these work then you should get in touch with our WordXtra support team. Please see the Get Help section to find out what kind of information we need to help solve your problem as quickly as possible.

1.6. I've forgotten my password!

If you are a Linguistic Resource for Wordbank, and you're looking for our style guides, service briefs, and invoicing information, then perhaps you meant to visit the Global Network Blog. This can be found at http://globalnetwork.wordbank.com http://wordbank.us3.list-manage2.com/track/click?u=aed15bde369b0833fbf62ac8c&id=d7f74c6ebb&e=3ee68e68bd.
Contact rnm@wordbank.com if you need the username and password to access this area.

If you have a different purpose, please get in touch at wordxtra_webmaster@wordbank.com and we will be able to supply your login details.

1.7. How do I change my password?

If you wish to change your password, you may do so via the 'My Account' section of WordXtra, which you can find on your homepage.

1.8. I get a message about Secure and Nonsecure Items - What should I do?

If you get a message that looks like this:

Then it is safe to click on 'Yes' and display the nonsecure items.

This message appears because of certain technology we use to manage file uploads and so there is no need to worry about it.

1.9. Is there a size limit on files that I upload to WordXtra?

Yes. For uploads to WordXtra, the maximum file size at the moment is 700MB.

If you need to upload files that are larger than 700MB, please contact us at wordxtra_webmaster@wordbank.com to ask for login details to our ftp site in order to upload the files there instead.

1.10. Why can I not access the glossary?

If a glossary is available for your organisation, you should be able to access it by clicking on the "glossary" link.
If this link takes you to the login page instead, please contact us at wordxtra_webmaster@wordbank.com

2.1. Why do I receive several notifications for the same project?

This might happen if more than one language is allocated to you, if you are assigned to more than one stage of approval (e.g. 1st and 2nd rounds of approval) or if files are added once a project has started. It is also possible that you are reviewing a large number of files which have different timings. 

2.2. Why can't I access the translated file?

There are two main reasons why this might happen:

1. The file is not ready for review yet and is still at a previous stage (e.g. Editing)
2. We might still be implementing changes from a previous round of comments

2.3. Why does the same project number appear twice on my live projects page?

This may happen if more than one language is allocated to you, if you are assigned to more than one stage of approval (e.g. 1st and 2nd rounds of approval) or if files are added once a project has started. It is also possible that you are reviewing a large number of files which have different timings.

2.4. How do I know if I have submitted comments successfully?

When you submit your comments, an email is automatically sent to Wordbank. Your email address is copied, so you should receive this comments email. If you do not receive an email, your comments were not submitted correctly. Below is the correct procedure for submitting comments:

1. Tick the box next to the file name
2. Click on 'Browse' to select the amended file you would like to submit
3. Click 'Send' (this will make sure the email notification is sent as well as your comments committed)

2.5. How do I know if I have submitted a sign-off successfully?

You will see a confirmation message on the screen when you have signed off a file.

Also, when you sign off files, Wordbank receives immediate confirmation from WordXtra in order to proceed with the next stage of the workflow.

Your Wordbank contact will be in touch to check progress with you should we not have recieved sign off by the required date.

You can also view a list of signed off files with information regarding delivery dates etc. by clicking on the "reviewed files" link at the top of the page, or from your homepage.

3.1. What if my project is not displayed on Pending Projects screen?

If the project is not displayed on the Pending Projects screen it could mean that

• the project has not yet been activated in our workflow management system.
  This means that you will have received a quote, but that the source files and timelines are being prepared for localization.
  The project will remain in your Pending Project list until it has completed the project set-up and activation process.
• the project has been completed and will be displayed on the Project History screen.
  

3.2. What if my project is not displayed on Completed Projects screen

If the project is not displayed on the Completed Projects screen it means:

• it is either still live, so it will be displayed on the Pending Projects screen
• it has been completed but it has not been archived.