If the XTM Connect – Episerver plugin does not work correctly, and you cannot resolve the issues involved yourself, you will naturally want to submit an request for help to the XTM International Support team. However, before you do so, there are a couple of actions that you can perform to facilitate the issue resolution process. Since the XTM Connect – Episerver plugin is installed and then configured directly on the Episerver CMS environment, you have access to such things as connector logs and configuration files.
Depending on the details of your issue, performing one of the actions described below will be preferable to performing one of the others, but we generally recommend that you perform all these actions.
Troubleshooting actions: specifics
As already mentioned, there are three actions that you can take to facilitate the XTM International Support team issue resolution process.
The XTM.config file contains most of the connector-related configuration settings. There is a separate article that describes this file in detail. To learn about its possible location within your file system, and contents, please read this article: Episerver: XTM.config file.
Append the entire file to the issue request or provide a screenshot of its contents. This will speed up the process of resolving issues with
content that is sent off for translation in XTM Cloud.
illegal characters in XTM projects.
Like the vast majority of content management systems (CMSes), the Episerver CMS has its own logs. As far as the connector-related logs are concerned, they do not only appear on the XTM system side but are also stored with the CMS logs.
The log files containing the CMS logs are mainly stored in the App_Data folder.
Keep in mind that the path to the App_Data folder might vary from environment to environment, depending on the structure of a particular Episerver instance.
The sample path might look like this: /opt/Foundation/src/Foundation/App_Data.
In the folder, the names of the log files that we are interested in start with “log“.
The name of a single file consists of “log“ and the date and time of its creation. For instance, the log20230720.txt file name tells us that it contains logs up to 20th July 2023. Depending on the log rotation set up on your Episerver environment, the frequency at which these files are created might vary.
For issue resolution purposes, make sure that you identify this log file and attach it to your issue request. This log file contains logs relating to the occurrence of an unsuccessful event that is the subject matter of your issue request.
The Episerver CMS offers a great deal of versatility when it comes to exporting the content from a particular Episerver environment and importing it back. Very often, during the issue resolution process, if your problem concerns submission of your specific content to XTM Cloud, or its translation there, within your Episerver environment, the XTM International Support team might ask you to export that particular problematic content and provide it to them for further investigation. We highly recommend that you always send us your content with your help request.
To do so, in the CMS, go to Admin → Tools → Export Data, select the relevant content and export it by clicking the Export button.