Help and feedback
TranslatorX Support
Start with the documentation, then ask the TranslatorX Webex community with the application version and the smallest trace set that reproduces the issue.
Webex community
The TranslatorX Webex space is the primary place for questions, troubleshooting discussion, issue reports, and feature ideas.
Describe what you expected and what occurred, and include the TranslatorX version and operating system. Sanitize screenshots and trace excerpts before sharing them with the community.
Email the project
Email support@translatorx.org when a report is not appropriate for community discussion or requires private coordination.
Include your TranslatorX version, operating system, what you expected, and what occurred. Remove credentials and customer data that are not required to reproduce the problem.
Why are there no calls in CDR Calls?
CDR Calls requires embedded or standalone Unified CM CDR data. Use the SIP Calls tab for calls derived from initial INVITEs in the loaded traces; that view does not require CDR. If CDR is expected, verify the Unified CM CDR service parameter and CallManager trace settings include CDR output.
Why is signaling out of chronological order?
Open View > Source Times and review the detected GMT offset and year for each source. Devices without explicit timezone data are inferred from matching SIP messages when possible. Apply a source override if the evidence is incomplete or the device clock was wrong.
Why does a CUBE collection find no calls?
Confirm show voip trace statistics reports that VoIP trace is enabled and that the requested range overlaps show voip trace cover-buffers. TranslatorX can offer to enable VoIP trace when the profile has sufficient privilege. The Event Log contains connection, clock, and parsing details.
Why does Expressway diagnostic collection show an unknown state?
Verify the profile reaches the correct Expressway peer with administrator credentials and that its Diagnostic Logging API is enabled by the installed release. Use Retry Status after correcting connectivity or credentials.
Where are saved connection passwords stored?
Profile metadata is kept separately from secrets. Passwords and SSH key passphrases use the operating system’s native credential store. On macOS, release signing gives the application a stable Keychain identity so an Always Allow decision can persist.
What should I include in a useful issue report?
Include the TranslatorX version, operating system, source product and software version, exact steps, visible error text, and whether the issue reproduces with a smaller trace. For UI issues, include the window size and a screenshot.
Can I still download the original application?
Yes. TranslatorX Classic 15.0(3) remains available for macOS, Windows, and Linux in the Classic download section.
TranslatorX documentation
The guide covers import, filtering, calls, media, collection, live tracing, AI analysis, security, settings, and export.