[ANNOUNCMENT UPDATE] Errors on subtitling tools

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  • Official comment
    Avatar
    Kristie

    Hi everyone,

    Due to server instability, we're experiencing multiple issues with subtitling tools. We are working on fixing these issues.

    In the mean time, these are some of the issues you might be experiencing:

    1. Segments not appearing on Segment Timer or getting "this video needs segments" on Subtitle Editor.
      W̶e̶ ̶h̶a̶v̶e̶ ̶a̶ ̶p̶a̶r̶t̶i̶a̶l̶ ̶f̶i̶x̶ ̶f̶o̶r̶ ̶t̶h̶i̶s̶ ̶i̶s̶s̶u̶e̶ ̶a̶n̶d̶ ̶i̶t̶ ̶c̶a̶n̶ ̶b̶e̶ ̶r̶e̶s̶o̶l̶v̶e̶d̶ ̶b̶y̶ ̶f̶i̶r̶s̶t̶ ̶g̶o̶i̶n̶g̶ ̶t̶o̶ ̶S̶e̶g̶m̶e̶n̶t̶ ̶T̶i̶m̶e̶r̶ ̶a̶n̶d̶ ̶p̶e̶r̶f̶o̶r̶m̶i̶n̶g̶ ̶a̶ ̶r̶e̶f̶r̶e̶s̶h̶.̶ ̶T̶h̶e̶ ̶s̶e̶g̶m̶e̶n̶t̶s̶ ̶s̶h̶o̶u̶l̶d̶ ̶a̶p̶p̶e̶a̶r̶ ̶a̶g̶a̶i̶n̶,̶ ̶a̶n̶d̶ ̶w̶h̶e̶n̶ ̶y̶o̶u̶ ̶r̶e̶t̶u̶r̶n̶ ̶t̶o̶ ̶t̶h̶e̶ ̶S̶u̶b̶t̶i̶t̶l̶e̶ ̶E̶d̶i̶t̶o̶r̶,̶ ̶y̶o̶u̶ ̶w̶i̶l̶l̶ ̶b̶e̶ ̶a̶b̶l̶e̶ ̶t̶o̶ ̶s̶e̶e̶ ̶t̶h̶e̶s̶e̶ ̶s̶e̶g̶m̶e̶n̶t̶s̶ ̶t̶o̶o̶.̶ ̶F̶o̶r̶ ̶u̶s̶e̶r̶s̶ ̶w̶i̶t̶h̶o̶u̶t̶ ̶a̶c̶c̶e̶s̶s̶ ̶t̶o̶ ̶S̶e̶g̶m̶e̶n̶t̶ ̶T̶i̶m̶e̶r̶,̶ ̶w̶e̶'̶r̶e̶ ̶c̶u̶r̶r̶e̶n̶t̶l̶y̶ ̶w̶o̶r̶k̶i̶n̶g̶ ̶o̶n̶ ̶i̶m̶p̶l̶e̶m̶e̶n̶t̶i̶n̶g̶ ̶t̶h̶e̶ ̶f̶i̶x̶ ̶f̶o̶r̶ ̶S̶u̶b̶t̶i̶t̶l̶e̶ ̶E̶d̶i̶t̶o̶r̶ ̶a̶s̶ ̶w̶e̶l̶l̶ ̶s̶o̶ ̶t̶h̶a̶t̶ ̶a̶ ̶r̶e̶f̶r̶e̶s̶h̶ ̶o̶n̶ ̶S̶u̶b̶t̶i̶t̶l̶e̶ ̶E̶d̶i̶t̶o̶r̶ ̶w̶i̶l̶l̶ ̶b̶r̶i̶n̶g̶ ̶u̶p̶ ̶t̶h̶e̶ ̶s̶e̶g̶m̶e̶n̶t̶s̶.̶
      Update: The partial fix is released for both Subtitle Editor and Segment Editor. Segments and subtitles should appear again once you refresh the page
    2. Constantly getting "Please click refresh button" error message
       ̶T̶h̶e̶ ̶t̶e̶a̶m̶ ̶i̶s̶ ̶w̶o̶r̶k̶i̶n̶g̶ ̶o̶n̶ ̶m̶i̶t̶i̶g̶a̶t̶i̶n̶g̶ ̶t̶h̶i̶s̶ ̶i̶s̶s̶u̶e̶ ̶a̶n̶d̶ ̶w̶e̶'̶l̶l̶ ̶u̶p̶d̶a̶t̶e̶ ̶o̶n̶c̶e̶ ̶w̶e̶ ̶h̶a̶v̶e̶ ̶a̶n̶y̶ ̶s̶o̶l̶u̶t̶i̶o̶n̶s̶
      U̶p̶d̶a̶t̶e̶:̶ ̶Y̶o̶u̶ ̶s̶h̶o̶u̶l̶d̶ ̶n̶o̶t̶ ̶b̶e̶ ̶c̶o̶n̶s̶t̶a̶n̶t̶l̶y̶ ̶g̶e̶t̶t̶i̶n̶g̶ ̶t̶h̶i̶s̶ ̶e̶r̶r̶o̶r̶ ̶m̶e̶s̶s̶a̶g̶e̶ ̶a̶n̶y̶m̶o̶r̶e̶.̶
      Engineers are looking into it and we will update when it's fixed again.
    3. Getting "There is some issue loading the subtitles. We are aware of this and are retrying in the background. Please be patient.
      There is an issue with the server at this point and the team is working on getting it back up as soon as possible. We would like to ask for your kind understanding.

    These are the issues that we are currently aware are occurring on the subtitling tools. If you experience any other issues on subtitling tools that are not included in this list, please let me know so that we can look into it.

    I'll also be updating this post from time to time with more news.

    Sorry for the inconveniences and thank you for your patience!

    Best,
    Kristie

  • Avatar
    rumble95

    Thank you Kristie for taking care of this problem!! Hopefully everything will go back to normal soon ;)

  • Avatar
    hmk_201288_223

    Hope this problem is resolved soon, thank you With the knowledge that the translation and the segments are all complete :(

  • Avatar
    Kristie

    The team has fixed most of the videos but is still working on fully fixing the issue.

    In the mean time, segments should be appearing on most videos again.

    For videos where segments are still not appearing on Segment Timer or if you see "this video needs segments" error message on Subtitle Editor, please refresh the page to see them.

    If you continue to experience problems seeing segments after refreshing the page, don't hesitate to let me know!

    Cheers,
    Kristie

  • Avatar
    deadliftdiva_548

    fourth.  4/5 early USA evening - we know you are trying to fix it, but we're all yelling at our house walls and hitting things in frustration.  EVERY MOVE IN EITHER TOOL now causes a refresh, a reboot, and you cannot get things done. the only folks able to move forward at all are those subbing or segmenting without making any changes, edits, or changes.  Make one change and you are kicked about.  that we're getting anything segmented and subbed in is a miracle. MEI DAXIA is coming in and seriously, they rock for trying their hearts out, but we are very frustrated.  Same for my other active Teams...sigh.

    Third update - 4/4/18 5:45 PM denver time - MDT USA.  EPISODE 25 OF UNTOUCHABLE LOVERS WON'T ANSWER THE SUB EDITOR EITHER.  THOUGH FULLY SEGMENTED, IT WON'T OPEN.  I HAD TO USE MY FIX OF OPENING SEG TIMER, REFRESHING, AND THEN THINGS ARRIVE.  I WILL HAVE TO ADD PEOPLE TO SEGMENTING FOR THIS AND ...WELL..WE WILL SEE WHO WANTS TO KEEP GOING FORWARD IN THIS MAELSTROM.

     

    SECOND UPDATE:  FOUR SCHOLARS OF JIANGNAN ALSO NOW HAS THE PROBLEM - SPANISH CAN'T DO EPISODE 37.  NO MATTER HOW MANY TIMES YOU REFRESH, IT COMES UP THAT IT NEEDS SEGMENTING...SO...THEY ARE SHUT OUT.

     

    UPDATE- @kristie  UL 23 - I was editing it and it went completely out on me in sub editor! - no subs, no seg, nothing - 5 refreshes later in seg timer it came back. :(  I had to keep hitting refresh EVERY MOVE I MADE in sub editor.  I can't tell whether it's really keeping my work or not.  I am also getting worried about 25 and its seg and sub  - that's arriving in a couple of hours here.  I am now joining my French moderator in taking a WALK ...in our separate countries. :(  As editing isn't happening.  it's now both tools... :(

    Kristie - Untouchable Lovers 17 and 19 refuse to come up for the French Team.  Claims it does not exist. :)  But...Spanish and everything else is working. :)  Also comes up when I open the completed English... more of the same? :)

    There is also another problem though that you save a change in Seg Timer on a subtitle - it comes up that it isn't saved, and that the sub exists - select it in the history. Go then to Sub editor and find no, what you did IS now there and saved.  I think I sent in a ticket on this to you guys last night.  Every move I make...something seems realllly unhappy.

    Just trying to edit has been ...grr....last night, it rebooted the tools due to server issues 5x in about 5 min and wasn't any better.  Just hoping this all is better when the drama arrives today! :)

  • Avatar
    kobolt

    Hello, same problem : fighter of the destiny 43 , 44 and 45

  • Avatar
    deadliftdiva_548

    APRIL 12TH - 10:30 PM USA DENVER COLORADO TIME -

    KRISTIE - SEE MY NEW MESSAGE BELOW - AND THE FIX OF GOING TO SEG TIMER AND REFRESHING IS NOT WORKING EITHER NOW!

    NOTHING GOT ME BACK UNTOUCHABLE LOVERS 31! NOT SUB, NOT SEG TOOLS, REFRESHING, OPENING, IT, SHUTTING IT, NOTHING!  IT IS GONE GONE RIGHT NOW, THE WHOLE EP JUST LEFT?

     

    30 IS THERE.  32 ANSWERS THE HELM SO FAR.  BUT 31 IS GONE OUT OF NOWHERE.  IT WAS THERE, I WAS EDITING IT, AND NOW POOF! :(

     

    yet the subs are playing if i play the video.  help. :(  AND...SO MUCH FOR MY EDITING AGAIN. :(

  • Avatar
    Kristie

    Thanks for reporting deadliftdiva_548, the engineers are working on fixing it asap.

  • Avatar
    Kristie

    Hi deadliftdiva_548,

    The issue should now be fixed. If you're still experiencing any issues with it, and refreshing still doesn't work, please let me know.

  • Avatar
    deadliftdiva_548

    Kristie - right now, at UL - nearly 8 am USA DENVER CO TIME - the error festival, the main bug is here.  

    In seg timer:

    I am getting red "failure to save the subtitle change" or "select it from the history" for every move changing a sub.  However, when I go to the sub editor, the change IS MADE AND PRESENT.  

    IF I am foolish enough to move or alter A SEGMENT....I get SUBBER TOOLS NEED TO REBOOT THE SERVER..>TWICE.  And then have to go find my place again.  (deep breath).  

    So...why don't I go use sub editor?  I get REFRESH THERE EVERY CHANGE!  And...I have to check timing and sort out some segments anyway on the technical edit. :(

     

    This is the SAME ERROR SET we got from the last major meltdown here, unfortunately, ALL RETURNED.

     

    The segments disappearing, episodes refusing to show up, the errors EVERY MOVE YOU MAKE....it's all back this morning. :(  

     

    UPSIDE?  UL 31 is at least here.  I am halfway through it, painfully, with EVERY change giving me errors or making me scroll back after refreshing every move. 

     

    <i>pax vobiscum</i>  sigh....

     

    p.s. when I got to this page, for a reason I can't even begin to guess, all the options are in Hangul.  Since I work Chinese dramas and sub and edit in MANDARIN....with the other language used ENGLISH...well....I had the options already thankfully MEMORIZED from a couple of visits in the oh too recent past.  So I didn't need to read the menus, thankfully.  

  • Avatar
    choesook

    Hi,

    You can add "Death Notify: The Darker " Season 1 Episode 12.  Refresh comes up every time I edit a line. After 3 "refreshes", I get the "Subtitle/Learn to segment" error message.

  • Avatar
    sandeepsandhu

    Hi

    I am getting the error too for any episode I try. If I keep ignoring it and keep tabbing to next segment, it saves it. But once in a while it kicks me back to top and have to look for my last sub again.

     

  • Avatar
    somejuwels

    Hi :)

     

    I have this problem for any episode of my projects, too. And worse than last time. If I type Alt 196 or  Alt 14/13 I'm going back to the first segment of the first part in the episode I'm working right now. If I'm subtitling and ignore the "refresh" message and only refresh after I have finished subtitling, every subtitle is saved. If I refresh twice, I get the message "no segments". And theyonly come back after I refresh the whole page with F5. 

  • Avatar
    Kristie

    I've informed the engineers that this issue is cropping up again. We're looking into it and will update once it's resolved. Thanks!

  • Avatar
    irmar

    A new problem with Subtitle Editor. 

    (I also get the problem where every time I hit TAB to go to the next sub it kicks me back at the beginning of the part, so I have to hit "Find Empty" to go back to my last sub.)
    But the worst - and new, it just started today!- is that it refuses to stop the video. It goes on, so while I am still typing I am taken to the next sub. If I type fast enough I may finish my word, but most of the time part of the word goes to the next subtitle.  Hitting pause doesn't change anything. 
    I have resorted to writing the sub on a notepad and copy pasting it into the Editor. 

    How can we get the 500 subs in a week if we have to work this way? It's taking forever. 

  • Avatar
    Kristie

    😱😭😱😭😱😭

    I've just emailed you some troubleshooting steps, please follow-up there.

    Thanks,
    Kristie

  • Avatar
    sandeepsandhu

    Hi Kristie

    I have the same issue as irmar. Can you please send me the steps too??

    Thanks

    Sandeep

  • Avatar
    irmar

    Sandeep, she basically told me to

    1) make sure my browser is up to date

    2) log off, clear cookies and cache and login again

    3) try with another browser. 

    I did all these to no avail. And there are additional problems when editing already subbed segments because you cannot use the "Find Empty" to take you where you want, and you cannot scroll, it keeps going back and forth. 

     

  • Avatar
    Kristie

    Hey Sandeep,

    Sorry to hear you're experiencing the same issue too.

    It seems like we require more information to troubleshoot the issue. I've just emailed you about it. Please respond there.

    Sorry for the inconveniences. The team is investigating the issue and we hope to get things back to normal as soon as possible.

    Best,
    Kristie

  • Avatar
    irmar

    For me everything is working fine today. Such a relief!

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