This thread is resolved. Here is a description of the problem and solution.
Problem: The client was experiencing an issue where the logo was not displaying on their multilingual websites using the Astra Child theme and Elementor Pro. Despite the logo being present in the WordPress Media Library, it was not visible on the site.
Solution: After extensive troubleshooting and escalation to our 2nd tier support, the following steps were identified to resolve the issue: 1. Update WPML to version 4.8.6. 2. Install the media translation add-on and ensure the logo image is translated. For more details, see the screenshot: https://prnt.sc/cZ6n2huo8DG_ 3. Disable the automatic translation option. For guidance, refer to: https://prnt.sc/x3WNPRZZ6XGs
These steps should help in displaying the logo correctly across different languages on your site. If the logo still needs to be uploaded again or its translation updated, please proceed accordingly.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, do not hesitate to open a new support ticket at WPML support forum.
This is the technical support forum for WPML - the multilingual WordPress plugin.
Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.
Background of the issue:
I am trying to fix an issue where the logo is not displaying on my website. The issue can be seen on the following pages: hidden link and hidden link.
Symptoms:
I expected to see the logo, but instead, I got no logo.
Questions:
Why is the logo not displaying on my website?
How can I fix the issue of the missing logo?
Hello,
My name is Carlos, and I will continue working on this ticket
1.- I kindly ask you to share the URL or the steps to follow to edit the site header. This will help me identify the cause of the issue.
2.- Also, please share the access credentials to the site in your next message, which I have set private. This way, I can reproduce the issue and check the configuration.
Confirm you have created a full site backup that you can restore if necessary. Alternatively, you can create a staging site (you can use the WP Staging plugin for free) and share its access credentials.
I suspect there is a conflict in the code with a third-party functionality. I kindly ask you to create a staging site with a copy of the production site (you can use WP Staging plugin for free) and share the access credentials in your next message, which I have set private. This way, I will be able to run more tests without affecting the live site.
Thank you very much for creating the staging site.
After running several tests, the issue persists, even in a minimal setup. Do you authorize me to create a copy of the staging site to escalate this ticket to our 2nd tier of support?
I have created a copy of the site and escalated this ticket to our 2nd tier of support where our specialists will take a deeper look at this issue. Please don't delete the staging site while this ticket is still escalated.
I will get back to you as soon as I get more information.
Our 2nd-tier specialists found the cause of the issue and the solution. You can now see the logo correctly working on the staging site.
To solve the problem, here are the steps to follow:
- Update WPML 4.8.6
- Install media translation add-on and translate the image: hidden link
- Disable the automatic translation option hidden link
However, the logo image might need to be uploaded again or its translation updated. Do you authorize me to run these steps on the production site?
