Frequently asked questions

Multilizer always creates a new file for the translation. When using PDF Translator, the new document will be saved to the same folder (or to its sub-folder) as the original document. When using Document Translator, your Internet browser asks you to open or save the translated document to your device.

Even though the translation process is fast, please be patient when waiting for your translated document. Especially if your document is very long, it can take a while to build the new document. If you use Document Translator, don’t refresh your screen, otherwise the translation process might stop. However, if this happens, don’t worry: your document won’t get lost, and you won’t lose your quota. You just might need some help from Multilizer Technical Support in order to get your translated document.

If you can’t find the translated file, please try the following: First, make sure that you have a program which can show you documents with that specific document format. For example to open a PDF file you need to have a PDF viewer or a word processor for word documents. In this case, the translated document can be found in the folder but it cannot be opened on your PC. If you have all the necessary tools or programs for viewing the document, there might be a problem with the original file. Please try translating another document. If the other document is translated correctly then it is more likely that there is some technical problem with the first document. If you can, try to modify the fonts in the original document.

Every case is unique and there may be other issues as well; however, these are the most common ones:

– The translation process can’t begin if your firewall or virus scanner blocks the connection to the Multilizer translation service. To solve this problem, change your firewall or virus scanner settings.

– The translated text appears in “Gibberish” or there are just boxes instead of characters, if there is a problem with the fonts of the original document. The reason for this problem can be either a customized font with a non-standard encoding of the text (i.e. not ANSI or Unicode coding) or the font might be partially embedded in the original PDF file. To overcome this, try to use another font type.

– The translated document is exactly the same as the original one. This may happen if the original document is scanned from a hard copy. Scanned document can’t be translated.

– If the document is only partially translated, possibly the untranslated parts are images, charts or tables. These kinds of visual elements are stored differently in PDF format than the ordinary text, and thus they are not translatable. If you can modify the original document, write all the text you want to be translatable within the text and include as few as possible important pieces of text inside images. It’s a good writing tip to always explain images also among the text.

– In some cases, the author or the creator of the PDF document has secured the file in a way that it can’t be modified or used by others. Multilizer PDF Translator can identify this kind of document and can’t translate the document.

– The translated text overlaps. The problem is in the layout of the original document. Some languages require more space than others. For example, German has longer words than English, and this is why a German translation takes more space on the paper. If there isn’t enough white space, the columns may be written over each other. This makes the document very difficult to read. If you can, make the layout of the original file looser.

– Using Proxy fails. Some proxy services require authentication and Multilizer can’t connect to the Internet. You can disable the proxy or use an alternative proxy server.

– Service is not available. Sometimes the translation service is busy or unavailable. Usually this is temporary and you should retry the translation later.

– Registration fails when the server cannot provide you a license code. You should always install the latest version of application.

After the purchase, you’ll receive a new license by email. First, you need to replace the Free license with the new license in the Options-menu in PDF Translator. Please make sure that the new license is completely copied (i.e. no characters missing or extra spaces added). Then, restart the application. This should activate the purchased license and upgrade your PDF Translator. If this doesn’t help, our support team can check the situation; just send us a support request.

If you use the online translator, use the license code and follow the instructions that you received by email.

Make sure you have the latest version of the software. Here is the link to the latest version. If you have the latest version but the problem continues, it is possible that you have used your entire quota. Then you will need to buy more quota in order to continue translating.

It is important to understand why your file is not translatable. First, take a look at the other questions in this page. We have explained the most common issues and you’ll probably easily find an answer. If you can’t find a solution from the FAQ, you can fill in this help request form. In most of cases we are able to solve the issue and the customer will be able to have the translation. If there is an unsolved technical problem, we are able to compensate for the lost quota.