Translate the world.

Technical Support

Problems with LEC Translate or Power Translator

A window appears saying there are "problems connecting to the local server" or "could not find any language pairs on local machine".

There are two causes of this situation: either the LEC Translation Server is not running or, more commonly, some other software is blocking communications between the LEC Translation Server and other programs. When you first encounter this problem, make sure that the translation server is running properly. To do that, take the following steps:

  • Open the control panel "Services" found under "Administrative Tools"
  • Right mouse click on the service named "LEC TranslateDotNet Server", and choose "Properties" from the menu
  • Make sure the 'Startup type' is set to "Automatic"
  • If the 'Service status' field reads 'Stopped', press the 'Start' button

If the service was stopped, this should solve the problem. Rerun LogoTrans to confirm that it performs properly.


If your translation service was running normally, then the source of this problem is security and firewall software, such as Norton Internet Security. Such software can interfere with our program's functioning, even though our programs are not contacting the internet.


To determine if your security software is blocking LEC software, temporarily disable your security software and then run LogoTrans. If LogoTrans runs fine, configure your security software to not block LEC software (contact your security software provider if you are unaware of how to do this).


Older versions of LEC software may encounter problems when installing for a limited user. If you are installing for a limited user and are encountering problems, please upgrade your LEC software to the latest version.

When I tried to translate, I got the message "Translation Error = user failed authentication"

If you are using LEC Translate or Power Translator, this message will not appear. Please run LogoTrans. Click on the icon in the lower left and make sure it says "Use local machine for translation".


If you are using Translate DotNet, you need to check your server settings. Run LogoTrans DotNet. Choose "Options" from the Tools menu and click on the Network tab. Set the radio button to "Authenticate for this user". Make sure that the User setting is your email address, and that it is the address you entered when installing LEC Translate DotNet. Make sure the password is correct.


This problem may also be caused by selecting a language pair for which you do not have an active subscription. You should purchase a subscription for the additional language pair(s) you wish to use.

When I run Word, I get a message saying the macros certificate has expired

Digital Certificates are a security measure to protect users from malicious software. A software company that wants to distribute software buys a "certificate" from a security company who investigates the software company to make sure they are legitimate.

This model works well to protect users when downloading software from the internet, which was its original purpose. Unfortunately, Microsoft adopted it for their Office add-ins as well. The problem is that software developers may produce their add-in a long time before the customer purchases it. Also, customers want to use the software for many years, but to keep digital certificates from being abused, issuing companies only issue them for short durations (2 years for the kind we require).

There is a program to patch your addins to have current certificates. You can get a copy here. Quit running all Office applications before running this patch program.

LEC Translate menu does not appear in Word (or Excel).

This is usually due to your Word security settings. If you set the security settings high enough, and don't specifically "bless" our add-in when the security warning dialog comes up, it will not be allowed to run.

To see if this is the case, run Word and go to Tools\Macro\Security. If the setting is currently high, try lowering it to Medium or Low and rerunning Word. If the LEC addin appears, it means that it is not considered a "trusted source" (you can verify that by going back to Tools\Macro\Security and clicking on the "Trusted Sources" tab. After this, if you reset the security to high, it will either keep working or bring up a dialog asking whether you should trust software from "Language Engineering Company", to which you should answer "yes/enable".

If you are using Outlook as your email editor, you may need to open Word first, then start Outlook. If you start Outlook before starting Word, then all add-ins in Word, including ours, will not run.

You may also open your Word or Excel program, then select Add-Ins or Template & Add-Ins from the Tools menu, and make sure the "LEC Translate.dot" file is checked.

I have the Vista/WIndows 7 operating system, and I have problems running your software.

Earlier version of LEC Translate and Power Translator have problems under Vista and Windows 7. We recommend upgrading to the most recent versions.


LEC Translate menu does not not appear in my Internet Explorer or Firefox.
Please open your IE or Firefox browser, go to View in the menu bar, and select Toolbars. Make sure that LEC is checked.
I am using your translation software and when I translate, the translation contains questions marks or gibberish.
If you are trying to translate to Chinese, Japanese, Korean, Russian or Ukrainian, you may need to enable Windows to display additional languages. Please see the section Setting Up Windows for Additional Languages
I cannot translate a Word file with FileTrans.
If you purchased a CD product, your FileTrans application can translate files in text, RTF, PDF, HTML, XML, or DOC (Word) format

If you have a Translate DotNet Premium subscription, and are using FileTrans DotNet, you can translate files in RTF, PDF, HTML, XML and DOC formats.

If you have a non-Premium subscription to Translate DotNet, your FileTrans DotNet can only translate files in text or html format.
I can not translate a PDF file with FileTrans.
FileTrans and FileTrans DotNet can not translate the Image-Only type of PDF documents because the text in these PDF files is actually a surface picture without underlying characters. FileTrans also may have problems translating the Searchable-Image type of PDF documents, depending on the OCR process used when creating the PDF document.

You may check the following information if you are not sure which type of PDF document you have.

1. Image-Only PDF
An image-only PDF contains a photographic image representing each page, and virtually no textual characters or vector graphics. Although text may appear on a page, the text is actually a surface picture without underlying characters.

2. Searchable Image PDF
A Searchable-image PDF also contains an image for each page, but this type includes a text layer as well. The textual characters are produced from an OCR process, which analyzes each image for what appear to be characters. When characters are recognized in the image, the software draws a layer of text under them. An observer of the page sees the surface image only, as with image-only PDF.

3. Formatted Text and Graphics PDF
A Formatted Text and Graphics PDF minimizes the use of photographic images in favor of textual characters and vector graphics. No image layer rests on top of a text layer. Instead, textual characters and vector graphics are drawn wherever they can represent the content of a page. Photographic images are used only when pictures cannot be generated from building blocks of textual characters and vector graphics. This type of PDF usually results from conversion of another electronic file format, such as Microsoft Word. This type is the most compact (often 10% of an image-only file with the same content). Since this type is built from structured components, it may be used more flexibly for other purposes. For example, this type might be converted to HTML for display as web pages, or converted to Word for editing.
Words appear garbled when I translate an e-mail.

Most such problems are with your e-mail software, and not with LEC's software. To test this, run LogoTrans and translate some text.

If LogoTrans cannot properly display the text, then the problem is that your operating system is not set up to display the language you have chosen. We discuss this issue in our FAQ here.

If our software correctly displays the characters but your e-mail system does not, then the problem is with your e-mail program (older versions of Outlook Express have this problem, for example). You need to upgrade your email software to resolve this problem.

I get the following error message: "A required security module cannot be activated. This program cannot be executed."
This message is a Sony SecuROM error message and appears when the user is running software that interferes with the copy protection. SecuROM noticed the offending software and reported the error. To install, you must deactivate (not necessarily uninstall) the software that is causing the problem.

Problems with Translate DotNet or Translate2Go

I purchased your software, but now it is complaining that my subscription has expired.

With most LEC software, you get a free trial subscription to our Translate DotNet service along with the product you purchased. This subscription is a free supplement, and is not required to translate. Your purchased product includes translation software that operates without need for a subscription (although it may be more limited in the available language pairs and in the available applications). If you look in your Start menu, you will find both Translate DotNet, and the product you purchased, as separate applications.

If you wish to continue to receive the many attractive features of Translate DotNet (such as free product updates, a large number of available language pairs, and no restriction on the number of machines you may install the software), then you need to purchase a subscription. Otherwise, use the software that does not include the word "DotNet" in its title.

I am not able to use my subscription service
If you purchased a subscription to the Translate DotNet service, go to Start / All Programs / LEC Translate DotNet, and use any of the included translation applications.
If you purchased a Translate2Go subscription, log onto our website at http://www.lec.com/browser-translation.asp to use the functions of your subscription.

Problems with an electronic download.

How do I purchase your software by electronic distribution?
Electronic software distribution allows you to download your copy of an LEC product. You to get the software immediately, and eliminate any shipping and handling charges.
LEC installers are larger than 500 megabytes, so it is very helpful to have a fast, stable internet connection. Downloading with a dial-up connection is possible, but it will take 4 hours or more. Dial-up connections also tend to drop some data, resulting in corrupted files. If you have a dial-up connection, you may want to purchase a CD version instead.
Copy the downloaded installer to the installation machine. You cannot put the installer on a CD (you can always download a new copy of the installer if you need to). After the installer is fully downloaded, run it by double clicking on it or clicking the right mouse button on it and chosing "Open". It is important that when you run the installer that your computer is connected to the internet, and that your firewall does not stop the installer from contacting the LEC website.
The installer will ask for a twelve character access code (displayed on the screen at the end of the purchase process and sent to you in an email). Type the code exactly as it is written (it is case sensitive). After the installer verifies your access code on the LEC website, installation begins.
The download link does not work.
Most email programs and web browsers will correctly support the download link. If you have a problem, copy the link into your web browser with the following steps:
  • Press the left mouse button at the beginning of the web link.
  • Drag the mouse, holding the left button down until the whole link is highlighted.
  • Release the left mouse button, and press down the right mouse button. Choose "Copy" from the menu that appears.
  • Open your web browser. Click the right mouse button into the address bar at the top of the window and select "Paste" from the menu that appears.
  • Press the enter key and the download process will start.
I wish to install Translate or Power Translator on another computer.
Your LEC license is for a single computer. If you wish to install on more than one computer at the same time, you must purchase a license for each computer (each additional license is discounted 50%).

If you simply wish to move your software to another computer, you must first uninstall it from the original computer. You must be connected to the internet when you uninstall and install on the new machine.
I have a question not answered above...

Click here to view our Help files.

How To Submit a Support Request to LEC

  • Run the LEC product in which you encounter a problem (for example "LogoTrans" or "LogoTrans DotNet")
  • Choose "Technical Support" from the Help menu
  • Your email program will be launched with the beginning of a support email. Add your comments at the bottom of the email

Contact Form

Need more help? Fill out the form below and we will respond. We usually respond within the same business day.

Note that LEC provides technical support only for our current products (Translate 8 and Power Translator 12). Owners of older versions are advised to upgrade to the current version. LEC offers existing customers a 40% discount on upgrades.
To request a discount, go to here.
Support for older versions is available only through our FAQ.

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