Purpose

The purpose of this document is to assist in troubleshooting an issue related to method ‘Translate’ error in Cegid Y2 Front Office that stops users from logging into the system.


Definitions

FO – Front Office

PRD – Production environment in Y2 server

TST – Test environment in Y2 server


Procedure


When trying to log into Cegid Y2 Front Office V20, user enters credentials and the system prompts the error message below regarding translation when loading the database.


Graphical user interface, application Description automatically generated


Consider the following troubleshooting questions for this issue:

  1. Is there internet connection at the store? Can a speed test be run?
  2. If so, is this error happening only in PRD or in TST environment as well?
  3. Are all users in this store having the same issue or is it just one user in particular?
  4. Are all stores having the same issue or is it just in one store?
  5. Does the user have a language profile set in Back Office?
  6. Have you tried clearing cache data at C:\ProgramData\Cegid\eFOS5 and C:\Users\{PCUser}\AppData\Local\CEGID\eFOS5 (substitute {PCUser} for the user that is logged onto the machine)?
  7. Have you tried to uninstall FO, clear cache data as advised in the previous step and then reinstall it?
  8. Can the same user log into FO using a different machine? If so, it could be a machine/network issue.
  9. In case the issue persists, a Cegid Life ticket may be created to get additional resources from Cegid. Provide all relevant information/evidence obtained with the above questions.