SDL GroupShare

Marie-Christine Nguyen Vanho over 10 years ago

Hello everyone, I have an issue with GroupShare. I work directly on the files stored on this server. I have started a translation assignment yesterday, everything was working fine but since this morning I cannot access to GroupShare via Studio or directly via a browser. i've sent a support request at noon and still have no news. just sent another support ticket. My translation is due for monday AM and I cannor retrieve the files that are stored on GroupShare server. Anyone had already experienced that? Thxs

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Walter Blaser over 10 years ago

Marie-Christine

The way GroupShare works is that projects are downloaded from the server to your PC, where they are stored locally while you work on them. It is only when you check the project back in that the files on the server are updated, but you still have a local copy. You cannot therefore work directly on the files stored on the server.
However, your problem may be that you cannot access other resources such as TM and TB on your GS server. In order to help you, we need more information. When you say, you cannot access GroupShare, what do you mean exactly? Does your GS server show "available" in the list of servers?What error message do you get, when you try to connect to the GS server?

On the other hand, the problem may not be related to Studio but to the GroupShare server, in which case you should first contact the operator of the GroupShare server and not SDL, as they would not be able to help you in such a case.
Did you try to get in touch with your IT coordinator in order to make sure that the problem is not with the server? If not, I suggest this should be the first action to take.

Walter
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Walter Blaser

Thanks Walter. Issue is that translation project is splitted into 129 files. I've ben working on this since yesterday, that is I have finished 55 files (saved on my desktop) however when I go back to Studio, click on the next file to work on, that is "Check Out" I have a message "you cannot check out the file because server is unavailable", then when I re-enter my ID and password again it says I don't have the credentials. I have no IT contact in France, but I've sent support ticket at noon still no news
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Walter Blaser over 10 years ago in reply to Marie-Christine Nguyen Vanho

Marie-Christine Nguyen Vanho said:
I have no IT contact in France, but I've sent support ticket at noon still no news

To whom did you send a support ticket? The hoster of your GS server?

Walter
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Walter Blaser

I first reply to the previous initial email that GroupShare sent me confirming assigment. I had a customer experience manager who said cannot resolve my issue, should issue support ticket so I went to sdl.com, support, log a support request. As i had subscribe a premium support I thought I would have a reply during the day
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Walter Blaser over 10 years ago in reply to Marie-Christine Nguyen Vanho

Are you a "GroupShare Cloud" subscriber or do you connect to a GroupShare server of an LSP?
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Walter Blaser

I think the second one: I open Studio, go to Open Server Project and log to http://gsgs02.sdlproducts.com then I enter my ID and password and once connected I have acess to the files I have to work on.
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Walter Blaser over 10 years ago in reply to Marie-Christine Nguyen Vanho

Marie-Christine Nguyen Vanho said:
... log to http://gsgs02.sdlproducts.com then I enter my ID and password and once connected I have acess to the files I have to work on

Marie-Christine

OK, this seems to be a SDL-owned server, so you probably do translations for SDL.

I can confirm that this server is currently unreachable. Do you have a contact at your translation job provider?

I ask because if you cannot connect to the server because the server is not responding, whether anyone on this forum nor SDL support (who, BTW does not work on weekends) will be able to help you. You need to get in touch with your client, who needs to contact the operator of the GS server to find out why it is not responding.

Walter
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Walter Blaser

Half happy to hear that it's not my fault, less happy knowing that my work won't be done in time. Nobody at SDL France office during the week-end so will check again server tonight and tomorrow and contact SDL france for whom I'm working monday AM. Thank you very much your help, you seem to know everything and are very reactive
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Walter Blaser

Sorry, last question: I see the project on my desktop but at is a servect project there is no way to retrieve the files from the project from the desktop?
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Ladislav Hlavatý over 10 years ago in reply to Marie-Christine Nguyen Vanho

Hi Marie-Christine,
if you have not checked out the files, then you cannot access them from your desktop.

I am sorry, but in such a case you can only wait for server to start working again - I am trying to contact someone who could do a restart at least, but cannot promise anything.

Just a tip for the future GS translations - check out all the files at the beginning + if you are using Studio 2014 or 2015, it is always better to virtually merge the files (much better for consistency/repetitions, checks etc.).

Regards,
Ladislav
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Ladislav Hlavatý over 10 years ago in reply to Marie-Christine Nguyen Vanho

Hi Marie-Christine,
if you have not checked out the files, then you cannot access them from your desktop.

I am sorry, but in such a case you can only wait for server to start working again - I am trying to contact someone who could do a restart at least, but cannot promise anything.

Just a tip for the future GS translations - check out all the files at the beginning + if you are using Studio 2014 or 2015, it is always better to virtually merge the files (much better for consistency/repetitions, checks etc.).

Regards,
Ladislav
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Ladislav Hlavatý over 10 years ago in reply to Ladislav Hlavatý

It seems GSGS02 is back again.

Ladislav
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Ladislav Hlavatý

Hi, yes i just closed Studio, reopen it again, it seems I'm able to connect now but I have the message that "failed to retrieve the list of server projects" and when I want to check out a file I still have "server is not available to download it".... crossing my fingers to have it back tonight or tomorrow. Thxs
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Ladislav Hlavatý

Well, still down, message saying that "communication or connection error"... I will see tomoroow then, Thanks for your help
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Martina Haag over 10 years ago in reply to Ladislav Hlavatý

Hi Marie-Christine,

I am the application owner for gsgs02.sdlproducts.com. Please be informed that the server is being upgraded this weekend and unavailable to you for that reason. Maybe you missed the information?

GroupShare cannot be used while it is being upgraded.

Best regards
Martina
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Martina Haag

Hi Martina, that explains why... I'm working in Paris, France as a freelance translator for SDL France. I haven't not been informed and the files (129 files) I need to reach are on GroupShare. The translation is due for Monday. Do you know when the upgrade will finish, so i will check connection again. Thanks
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Martina Haag over 10 years ago in reply to Marie-Christine Nguyen Vanho

Hi Marie-Christine,

The upgrade is currently taking much longer than expected. So, I am unsure at the moment when it will be online again.

I had informed SDL France and has asked them to plan projects accordingly. But I guess we are seeing the Chinese wispers phenomenon and the information did no reach you.

When I hear something, I will let you know via this forum.

Best regards
Martina
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Martina Haag over 10 years ago in reply to Martina Haag

Hi, The upgrade has finished - can you try if it works now for you?
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Marie-Christine Nguyen Vanho over 10 years ago in reply to Martina Haag

Hi, I was writing to you when I just received your message. Yes I've noticed that GroupShare is working and I'm currently checking out all my files and saving them on my desktop. In case something happens again I can still work on my files. Thank you again for your time and your help, I was so desperate, please also thanks the team who have been working on the upgrade and made it work. Now a long day and night of work waits fo me
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Martina Haag over 10 years ago in reply to Marie-Christine Nguyen Vanho

Hi Marie-Christine,

glad to hear it works now again for you. Sorry it took so long.

Best regards
Martina
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Walter Blaser over 10 years ago in reply to Martina Haag

Hi Martina

Thanks for having reacted and informed Marie-Christine about the situation.

Enjoy your evening.
Walter
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Trados GroupShare > 1. General

SDL GroupShare