Troubleshoot screenshots and translation

The screenshot did not upload

Wait for the displayed result instead of repeatedly clicking Upload. Recent clients retry eligible temporary failures up to three times. A retry is not proof that the server received the image.

After a failure, keep the selection open and save a local copy. If the error reports a recovery file, check that location. Record the time, application version and diagnostic reference. Avoid disabling certificate verification or security software as a workaround.

The translation button is missing

The private preview is enabled on one authorized PC only. It is expected that other installations do not show the translation controls. Reinstalling the public package does not change this restriction.

OCR finds no text or the wrong words

Use a tight selection with clear, larger text. Decorative fonts, low contrast and mixed scripts can reduce recognition quality. Check whether Windows has the required OCR language pack; the target-language dropdown does not install source-language recognition.

Translation fails or takes too long

Check connectivity and try a shorter selection. If the selected model changes during the request, repeat the action to use its current settings. The preview permits one active request, with limits of six requests per minute and 100 per UTC day. Do not repeatedly click after a timeout.

A generic error is not evidence of a server outage. In the 4.6.13 owner test, a missing packaged HTTPS asset caused both upload and translation failures before any network request. Support must check the installed build and diagnostic details rather than guess from the wording.

What to send to support

• Application version, Windows version, approximate time and the action that failed.
• The diagnostic reference and a short description of the expected result.
• A non-sensitive example only if it is necessary. Never send passwords, API keys, recovery phrases or confidential screenshots.