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Supporter timezone: America/Los_Angeles (GMT-08:00)

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This topic contains 13 replies, has 2 voices.

Last updated by Bobby 2 weeks, 5 days ago.

Assisted by: Bobby.

Author Posts
October 30, 2024 at 2:12 pm #16347640

Rainer Brang

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?

October 30, 2024 at 6:41 pm #16348866

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Hi there,

Please review this open errata on a known issue we are having with non-admin users receiving 403 errors, and let me know your results.

https://wpml.org/errata/403-error-for-non-admin-users-in-wpml/

October 31, 2024 at 7:38 am #16349853

Rainer Brang

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?

October 31, 2024 at 5:42 pm #16353033

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Please go to WPML->Support->Installer support and click on "check now", does everything come back as "green" checkmarks?

See this documentation on how to run this test:
https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/#how-do-i-check-the-installer-support-log-for-errors

November 1, 2024 at 10:48 am #16354690

Rainer Brang

yes. Everything is fine.

Bildschirmfoto 2024-11-01 um 11.47.35.jpg
Bildschirmfoto 2024-11-01 um 11.47.42.jpg
Bildschirmfoto 2024-11-01 um 11.46.06.jpg
November 1, 2024 at 7:06 pm #16355910

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Please go to WPML->Translation Management and add your account as a translator with access to all the language pairs.

Try again and let me know your results, please.

November 4, 2024 at 7:17 am #16358873

Rainer Brang

That's already set.
The other translator also can't see the "Tools" tab.

Bildschirmfoto 2024-11-04 um 08.15.29.jpg
November 4, 2024 at 10:49 pm #16363607

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

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.

Thank you,
Bobby

November 5, 2024 at 3:47 pm #16367965

Rainer Brang

Can't do that.

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)?

November 5, 2024 at 10:19 pm #16369315

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

The error itself means that something is being blocked when our server attempts to communicate with your server.

Contact your hosting provider and ask them to whitelist the following domains:
wpml.org
cdn.wpml.org
api.wpml.org
api.toolset.com
cloudfront.net

After doing so, please try again and let me know your results.

November 6, 2024 at 10:08 am #16370899

Rainer Brang

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)

November 7, 2024 at 4:48 am #16375132

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

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.

November 8, 2024 at 8:29 am #16380916

Rainer Brang

I've implemented my own translation system in the mean time.
Now the list of completed translations is very long. Can you please tell me the link of the plugin from https://wpml.org/forums/topic/clear-completed-jobs-for-a-shorter-list/#post-15251823 ?

November 9, 2024 at 12:19 am #16383689

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Please find the link below:

hidden link

The topic ‘[Closed] Why does ate.wpml.org return error 403 ?’ is closed to new replies.