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Is Gengo slow these days or is it just my language pair(EN-KO)? Was the weekly overview sent this week?

12 comments

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    Katrina Paterson

    Hi Dani and Chris, thanks for leaving your comments. We are indeed aware that a number of people have been reporting having a sub-optimal experience on the Gengo site recently, and this is something that we've brought up internally and that we hope will be resolved relatively soon. As a general rule, if there are ever any technical issues that hinder being able to complete and submit a collection, we'd always advise writing to Support at support@gengo.com so that they can help, and in fact it's worth contacting them in any case when these sorts of situations arise because it can help in diagnosing the problem. However, for sure everyone's always welcome to use the forum to share their experiences with other translators and check who's having similar issues - and we do keep an eye on all of the comment threads here, too, and use these to help us fix system issues.

    Dani, thanks for asking about the weekly overview emails. This week, as a one-off, the weekly overview will go out later in the week - this is because we have a new staff member who is going to be taking over some of the admin tasks such as sending out the overview emails, and whom we have been training this week. With this plus onboarding it's meant that sending out the overview emails has been pushed to later in the week, but they'll be back to their usual mid-week schedule soon. 

    We hope all of this helps, but don't hesitate to contact us here or through Support if there's anything else. Lastly, we apologise to everyone that's been inconvenienced by the system issues, and we hope that we'll start seeing a smoother experience soon.

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    Val

    I contacted Support 12 hours ago because I'm trying to submit a 34k word translation with 5000 jobs. I worked offline because the platform is and has always been a pain to work on with large collections -- to the point all words appear together several seconds after I finish typing a sentence. It's self-evident that translating like this is unacceptable. Then when I hit tab to go to the next segment, the fist words I type don't show. This has always been like this and there were several years-old threads on this topic on the old forum with suggestions that now seems to have disappeared. Support told me they would forward my issue to the Technical team but they still haven't gotten back to me after 12 hours.

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    Chris

    It's not particularly slow for me right now, but yesterday and the day before there were times when hundreds of one or two word jobs that also needed to be edited were clogging up the system in English to German (and possibly other pairs) that also coincided with it being very slow (not loading sometimes for minutes, telling me a job was already taken when it had been assigned to me, telling me I wasn't logged in when I was). They are preferred (I assume assigned by project managers) so not necessarily visible to everyone. Right now there are only a couple of them.

    Might be coincidence, of course.

     

    Edited by Chris
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    Dani

    Thanks for the comment, Chris. I went though the same experience and I believe it was not the first time. For my language pair, it is definately slower than usual, though. :-(

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    Heike S.

    There must be a solution!

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    Katrina Paterson

    Hello Val, thanks for writing. Once again, I do very much apologise for the considerable issues that you've been experiencing, and I'm sorry that the workbench issues have made the uploading of the translation such a tortuous process, and one which has involved so much extra time spent on your part. I have spoken to the relevant teams about this, including contacting Support directly and asking them to follow up further with you, which I can see they have.  

    I'd just like to clarify a couple of things for the sake of other people reading this thread.

    - I've been looking through the Support tickets and although there it is true that cancelling the collection was something that was suggested, this is not the only solution that Support offered; if I understood correctly they also granted more than one extension, in addition to putting the collection on hold while the Engineering team looked for a fix for the slowness issues.

    - I can see that several different members of the Support team have been looking into this issue, in addition to me personally contacting the Support team directly and asking them to respond to you as soon as they could, which they have done. I understand you feel they could have responded more promptly, but I would like to highlight for the benefit of others reading that they have been following the situation and trying to help where possible, while also explaining some of the limitations that the whole team is working under.

    - As far as I can understand, nobody has suggested that you're abusing the system. In fact, we're all well aware, as I myself mentioned higher up in the thread, that the functioning of the system is not perfect at the moment, and we understand the problems that this, plus the large size of this particular order, has been causing. This is something which the Support team has acknowledged and which we all hope there will be a fix for. In any case, even if anyone had been abusing the system in any way, we would still try to communicate with them in a polite and fair way rather than refusing to correspond with them.

    I don't mean the above points to imply that I feel anything other than sympathy for your situation, because the whole experience sounds truly awful; I just want to let everyone else know that we have been trying to help where we can, but we are working under a lot of different limitations with regard to time, resources, working hours, other situations that need handling, and other factors. I do feel that a lot of the time we fall short, but we are trying to do something. 

    Val, you're always welcome to contact me here or by email at katrina.paterson@lionbridge.com if there's anything else that I can do. Best wishes, and thanks for your patience while we try to resolve all of this.

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    doker

    Wow, you are lucky. Which language pair has such big jobs? Is it Pro?

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    Val

    EN-ESLA, standard. I'd feel luckier if I weren't dealing with faulty coding (the translation is already completed, now I'm copy pasting or trying to).

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    Val

    Hi, Katrina. You said "they can help" -- they're not being very helpful to me right now. Their solution is to cancel the quite challenging 34k word translation I spent weeks working on because the platform is slow. Which is already finished offline.

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    Heike S.

    Val, what is ESLA?

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    Val

    Latin American Spanish. Just so you know: if the platform's performance is a mess, including 502 errors that don't let you access, you're on your own and will lose weeks of work.

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    Val

    1.8 million words translated since 2007, only 6 extension requests that I've been able to count in all that time -- I'm getting radio silence because apparently I'm abusing the system at a time there are known issues with the platform.

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