Hello I am a TSS for Beaverton school district and we are running into issues for Microsoft Translator.

Question

Hello I am a TSS for Beaverton school district and we are running into issues for Microsoft Translator.

Anonymous

Our ELD department uses Translator heavily to help students from different backgrounds translate schoolwork in realtime. The issue is that when our students try logging into a session nothing happens and after restarting the computer and clearing browsing data sometimes they will enter the chatroom in english rather than their preferred language. It is a hit or miss. Is there something we need to do differently when entering a class chatroom or is it a bug that is currently being fixed?

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Answer 1

Dear respected christian martinez6,

Good morning! Thank you for publishing in Microsoft Community. We are happy to help you.

We went through your post carefully and it seems like some of students in your school are encountering with the unstable connection and language preference cache with Microsoft Translator service. Please correct me if I made any misunderstanding.

For such a scenario I deployed some tests environment but failed to reproduce a similar behavior, and then I had a check in Microsoft Service Incident but failed to find anything related. But since this issue is affecting a few users in your classes and school, while sometimes it can work and sometimes not, I'm afraid this issue could be a temporary server-side issue or some related service connection cache in the tenant side, which both needs to be investigated through the remote section and collect error logs from back-end to fix this from getting escalated support from the related Microsoft online team.

Hence, to save your time and resolve this as soon as possible for your students, I suggest you raise a free support ticket from the Microsoft 365 admin center and report the issue to the related team to get the proper and dedicated support. The support team there has more permission than us, they can help you remotely and collect logs to find out what exactly happened that caused the translator service connection conflict. They may also involve more resources to investigate the issue from the backend. This would be the most efficient way to handle this case for you and your tenant. Reference: Get support - Microsoft 365 admin | Microsoft Learn

Note: To create a support ticket, you must have Microsoft 365 admin privileges, and if you're not an admin for your Office 365 organization, contact the admin for creating a new ticket. Generally, the admin person will be in the school IT department.

Reference: How do I find my Microsoft 365 administrator? - Microsoft Support

Please accept my apologies that I did not resolve the issue and redirected you to the related development team, but the root cause and solution to your team situation can be found through the HAR logs and suggest that you raise a support ticket from the Office 365 admin center, where the related team will investigate the issue further by collecting the HAR logs.

We are redirecting it to the right support channel to solve the problem. That's why we suggest you contact your administrator or the school IT department. They can create a support ticket. Once the administrator or IT contacts them, they will contact in 30mins and offer the support as soon as possible.

I am sorry and apologize for it.

Your understanding and patience will be greatly appreciated. I hope you stay safe and healthy!

Sincerely,

Mia | Microsoft Community Moderator