Background of the issue:
I am trying to access the 'Tools' tab under 'Translation management' in WPML, but it is not visible.
Every time I open 'Translation management', a new log entry appears in the 'Advanced Translation Editor Error logs'.
I have already generated and entered a new site key twice, but it does not help.
Symptoms:
Every call to hidden link returns status 403. When I open that URL in a browser, I also get a 403 status result. The error log shows 'Event: ATE Server Communication, Description: Forbidden, status: 403'.
Questions:
Why does ate.wpml.org return error 403?
What is the way such calls should work?
Should ate.wpml.org reply with something different?
No, still the same problem.
I am testing this as an admin (superadmin of a Multisite).
My WPML account is very old, and I've never used the ATE before - so my question is: Does the 403 error come from a real "forbidden" rejection of the ate.wpml.org server?
Because in that case, I don't see what I could do about it from my side?
I would like to request temporary access (wp-admin and FTP) to your site to test the issue.
(preferably to a test site where the problem has been replicated if possible)
**Before we proceed It is necessary to take FULL BACKUP of your database and your website. Providing us with access, you agree that a backup has been taken **
I often use the Duplicator plugin for this purpose: http://wordpress.org/plugins/duplicator/
You will find the needed fields for this below the comment area when you log in to leave your next reply.
The information you enter is private which means only you and I have access to it.
NOTE: If access to the live site is not possible and the staging site does not exist please provide me with a duplicator package created with the duplicator plugin.
That's why my questions still stand:
What is the way such calls should work, so I can look for the problem on my server?
Why does ate.wpml.org return error 403? Does the 403 error depend on something going wrong on my server, and how will ate.wpml.org know about a problem on my server??
Should ate.wpml.org reply with something different (when do I know the problem is fixed)?
I don't see any hint of any access from one of the domains you mentioned.
Also there is no connection at all from any IP address when I open the "Translation management" page. So there seems to be no attempt at all from wpml to contact our server.
There is no firewall rule in effect, that would block any access from the domains you mentioned. Please do a check on your side and get more specific about what connection ot our server might fail, because I see no connection attempt at all. (Even in the bare web server logs)
The ATE connection to your site would not be blocked from our side. However, there could be other reasons preventing access to the Tools tab if the connection with our servers is clear.
Unfortunately, this type of issue requires more in-depth debugging by our team, which we can't perform without a closer examination.
If providing access to your live site isn't possible, please share access to a staging site where we can investigate further. Alternatively, we can guide you on how to set up a staging site on our servers to facilitate this review.
