Problem: The client reported that their CMS was experiencing significant slowdowns, with page load times reaching 10-20 seconds or even timing out. This issue was particularly evident when the WPML plugin was active. The client suspected that WPML's interactions with external servers for license and translation checks might be causing the delays.
Solution: We recommended a systematic approach to identify the root cause of the slowdown: 1. Create a full site backup or set up a staging site using tools like WP Staging. 2. Update all outdated plugins and themes. 3. Clear any existing cache. 4. Deactivate all plugins, including WPML, and switch to a default WordPress theme like Twenty Twenty. 5. Enable WordPress debug mode by following the guide at https://developer.wordpress.org/advanced-administration/debug/debug-wordpress/ 6. Reactivate WPML and monitor for any changes in performance. 7. Gradually reactivate other themes and plugins one by one to pinpoint the specific cause of the issue. 8. Check the debug.log file in the wp-content folder for any errors related to performance issues.
If these steps do not resolve the issue or if the solution seems outdated or irrelevant to your specific case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the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 problems persist, please open a new support ticket.
Problem: The client is unable to view pay-as-you-go invoices in the 'Payment history and invoices' tab as expected. Instead, they encounter a message stating 'No sites available.' This issue arises because the client's website URLs (production, staging, and local) are listed under separate Organization IDs in the backend. Solution: We reviewed the client's website URLs and found multiple entries in our system. To resolve the issue, we connected all entries under a single Organization ID that is most active with Pay As You Go services. This adjustment should allow the invoices to appear correctly in the 'Payment history and invoices' tab with the next generated invoice. If the problem persists, we recommend following the steps outlined in the documentation on using the Advanced Translation Editor when moving or using a copy of your site.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, please open a new support ticket. We also 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. For further assistance, you can contact us directly through the WPML support forum.
Problem: You are trying to translate a published page using the + icons in the post edit UI. When you click on the +, it launches the Advanced Translation Editor (ATE) with all translations prefilled. After accepting and completing the translation, the ATE closes, and the + icon changes to a refresh icon, then a cog icon. However, the translated page is not accessible via the icon or the language dropdown, and there is a translation job marked as 'in progress' in the Translation Management > Translation jobs table that never completes. Solution: The issue occurs because the page contains an HTML block with a large JavaScript script, which breaks when ATE tries to translate it, resulting in an invalid XLIFF file. WPML then rejects this file. We recommend two possible workarounds: 1. Temporarily delete the problematic section and add it back after the translations are complete. 2. Avoid using ATE for this page. Instead, use the Classic Translation Editor (CTE) or the WordPress editor to manually edit the translations with Elementor. This method is more time-consuming but allows you to use the automatically translated texts from the translation memory. We have escalated this issue to our developers for a permanent fix.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking for 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 problem persists, please open a new support ticket at WPML support forum.
Problem: The client is experiencing a white screen when trying to edit a page with Elementor, accompanied by a TypeError related to the json_decode function in the WPML plugin. The error message indicates that json_decode expects a string, but an array was given. Solution: We recommend the following steps to troubleshoot and potentially resolve the issue: 1. Perform a full backup of your site. 2. Temporarily deactivate all third-party plugins except WPML and Elementor to check for conflicts. 3. If the problem persists, provide FTP access to the staging site so we can examine the error logs for more detailed information. 4. Contact Elementor support as the issue persists even after deactivating WPML, suggesting that the problem might not be directly related to WPML.
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, please open a new support ticket with us for further assistance.
Problem: You are experiencing issues with badly encoded characters when importing a glossary CSV file into WPML. Solution: 1. Initially, we identified an issue with special characters being badly encoded during the import process. We documented this problem in our errata, which you can check here. 2. We have resolved this issue, and the fix has been released to production. Please verify by importing your CSV file again to see if the problem with character encoding has been resolved.
If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. We also highly recommend checking related known issues at here, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum at WPML support forum.
Problem: You are trying to switch from using ACF and Crowdin for managing translations to using Elementor and automatic translation, and you want to create a glossary from existing translations to use with the automatic translation systems. However, you could not find any documentation or forum posts on how to export existing translations into a glossary CSV file. Solution: Unfortunately, directly exporting existing translations into a glossary CSV file is not possible. However, if you share translation memory between websites and the same segments repeat, the automatic translation will use translations from the memory and apply them without additional charges. We recommend checking the following documentation for more details:
If this solution does not apply to your case, or if it seems outdated, we highly recommend opening a new support ticket. Also, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, you can contact us directly at WPML support forum.
Problem: The client encountered an error related to WPML translations not being found in the database when executing SQL queries. The error message indicated that no translation entry was found for a specific element_id. Solution: 1. We suggested that the client check if the database entries have incorrect or mismatched ID assignments and delete the incorrect entry. This step often resolves such issues. 2. We provided a link to a related support forum topic for additional guidance: https://wpml.org/forums/topic/urgent-support-needed-wpml-translation-error-no-translation-entry-found/ 3. We advised ensuring that the element_id in the SQL query is set correctly, which in this case should be 2065915. 4. If the issue persists, we requested that the client provide site access securely for further investigation, ensuring that they back up the site beforehand.
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 problem continues, please open a new support ticket at WPML support forum.
