Documentation FAQ

SDL Secure Translation Supply Chain

1. User was not getting SMS passcode to their mobile device

User had notifications turned off.

2. Reset Password tool

From the landing page (https://www.sdl.com/secure-translation-supply-chain/) click on 'Login Help'. This will open the Secure Translation Login Help window. To reset your password please click on the 'Password Reset' button and request a password reset using your registered e-mail address.

3. How to contact support for login issues

From the landing page (https://www.sdl.com/secure-translation-supply-chain/) click on 'Login Help'. This will open the Secure Translation Login Help window. If a Live Agent is available, select 'Live Agent' button and speak directly with one of our customer support agents. If Live Agent is currently not available, and you are having issues logging into the secure desktop environment please click on the ‘Log a Case’ button to submit your request to support.

4. Changing the Duo contacts method

This is not possible on the current profile as this time due to licensing restrictions. To change your contact information, please contact Customer Support. From the landing page (https://www.sdl.com/secure-translation-supply-chain/) click on 'Login Help'. This will open the Secure Translation Login Help window. If a Live Agent is available, select 'Live Agent' button and speak directly with one of our customer support agents. If Live Agent is currently not available, and you are having issues logging into the secure desktop environment please click on the ‘Log a Case’ button to submit your request to support.

5. Users are getting request for authentication twice when using Chrome and Firefox, but only once when using Internet Explorer.

6. Copy/Paste is not working when user tries to copy from the desktop to the VDI

Users must copy and paste from inside the VDI, Please see instructions in user manual.

7. How do I change the password?

Users can reset their password using the Password Reset Tool located on the Login Help page https://gateway.sdl.com/SecureTranslationLoginHelp 

Users that are setup manually have not been forced to change their initial passwords, however, the users that are setup via the automated method will have to reset their passwords using the password reset button on the landing page. Every user should be able to reset their current password using this method as well. Users are required to change their password every 45 days.

8. What is the Password complexity when I change my password?

Your password must be a minimum of 8 characters and contain characters from there of the following categories: would like to use a minimum of 4 of these

  • Uppercase letters of European languages (A through Z, with diacritic marks, Greek and Cyrillic characters) 
  • Lowercase letters of European languages (a through z, sharp-s, with diacritic marks, Greek and Cyrillic characters) 
  • Base 10 digits (0 through 9) 
  • Non-alphanumeric characters (special characters): (~!@#$%^&*_-+=`|\(){}[]:;"'<>,.?/) Currency symbols such as the Euro or British Pound are not counted as special characters for this policy setting. 
  • Any Unicode character that is categorized as an alphabetic character but is not uppercase or lowercase. This includes Unicode characters from Asian languages

9. How often do I have to change my password?

Max Password age – 45 days, Min Password age – 1 day.

10. I am locked out of my account, what do I do?

On your fourth attempt at logging in, you have been locked out of your account. You must wait 30 minutes before attempting to log in again. If you have forgotten your password, please reset your password using the password reset tool located on the Login Help page https://gateway.sdl.com/SecureTranslationLoginHelp.

11. Will my account get locked out due to inactivity?

After 15 minutes of inactivity/idleness, users will be required to log in to the session and resume working. 

After 8 hours of inactivity, users will be dropped from the host and all unsaved work will be lost. Users will be required to log back in with multifactor authentication.

12. Yellow certificate boxes when logging into the system.

Ready to log in to the secure environment?