Home›Support›English Support›[Waiting for user feedback] It seems there is an incompatibility between the theme and WPML, even I have bought the theme becaus...
[Waiting for user feedback] It seems there is an incompatibility between the theme and WPML, even I have bought the theme becaus...
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Background of the issue:
I am trying to translate content from English to Chinese and Persian using WPML. I purchased a theme that was supposed to be compatible with WPML. The issue can be seen on this page: hidden link
Symptoms:
There is a bug preventing me from translating anything, resulting in no translation and a broken page.
Questions:
Why is there an incompatibility between the theme and WPML despite the theme being advertised as compatible?
How can I resolve the bug that prevents translation from English to Chinese and Persian?
The hidden link">Senion theme by ThemeMascot is unknown to us and not officially compatible with WPML. Please understand that we can't be responsible for what the authors of the theme publish on their theme pages. If you want to keep using this theme, we suggest you contact the theme's support for help with the WPML issue. Alternatively, please consider using another officially compatible theme that may fit your needs. You can find our officially compatible themes here: https://wpml.org/theme/. If you want guidance on a theme that may fit your needs, please specify your site's needs, and we will try to advise on which theme might fit your needs.
That is not a reasonable explanation to not provide support, no matter which theme, the WPML is not working, once we bought the WPML there is no restriction of theme. Usually, the support team is more useful and requires at least a website access to see the issue, otherwise I will be restricted to compare theme and wpml, doesn't seem feasible for the customer
Sure, I'll check things on your site and see if I can help further. Please tell me the steps I should take to see the problem.
If you need further help with this, please share the access details to your site with me. I'm enabling a private message for the following reply.
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We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ **IMPORTANT**
- - Please backup the site files and database before providing us access. --
-- If you have a staging site where the problem can be reproduced, it is better to share access to the staging site.--
You did not specify the steps I should take to see the problem. Therefore, I currently assume that you are referring to the homepage of the site. When I check it, I can see that the translation of the homepage is in progress. I can tell it by the gear icon that is showing. Please see the attached screenshot. As long as a translation is in progress, it will not show on the frontend. Please complete the translation to be 100% complete. The pencil icon should show then. Check if the problem is fixed and let me know how it goes. If the issue occurs on another page, please let me know which pages to check.
That is exactly the issue, as I explained when I raised the ticket, the page is not translate, any page. So, it was mentioned by yourself it was an issue with Maskot, therefore, we need support to fix it.
I corrected things from our side. Now it is possible to complete translations sent to the Advanced Translation Editor. Please see the attached screenshots.
However, the Elementor elements by the Mascot Core and Mascot Core - Senion WP might not be supported for translation. Please let me know if you find so too. If so, please read our guide on how to add support for custom Elementor elements.
Hi Itamar, I had another website with same issue, and it was fixed couple weeks ago, but as it were different URL/domain I raised 2 tickets. I am pretty sure there is a possible solution from WPML side. Could you please it? as it is getting worst as you can see in the screenshot
I've used the Multilingual Tools plugin on your staging site to produce translation configurations for the homepage of your site. I placed the code in WPML -> Settings -> Custom XML Configuration. You can see it here: hidden link. Now, when I use the Advanced Translation Editor to translate the page, the text from the custom Elementor elements shows for translation. But unfortunately, it does not show on the frontend. The result remains the same; the Chinese and Persian pages are still empty of content. I also tried to use the manual translation workflow as described in this guide: https://wpml.org/documentation/translating-your-contents/using-different-translation-editors-for-different-pages/. However, even in this case, no translation shows on the frontend. Furthermore, the page becomes a 404 page. You can see the test I did for the Test Content page in Parsian: hidden link.
To assist you further, we need to replicate this issue on a fresh WordPress installation. Then I'll be able to consult with our compatibility team to determine if we can assist you with the Senion WP theme and the Mascot Core and Mascot Core - Senion WP plugins. To achieve this, I created a test website with a clean WordPress installation. You can access it through this link:
hidden link
With this link, you'll be directly logged in.
Could you please install the Senion WP theme, Mascot Core, and Mascot Core - Senion WP plugins, and then see if the issue is replicable on a clean WordPress installation?
I already configured WPML to have English as the default language and Chinese as the second language.
Please also ensure that you are installing the latest version of the theme and plugins.
When everything is finished and you can replicate the problem, please let us know.
Important! Do not import your site to the test site. We must replicate the problem on a fresh, clean WordPress installation.
