Problem: The client was unable to enable the Advanced Translation Editor (ATE) due to an API authentication error stating that the access key was not active.
Solution: 1. We requested temporary access (wp-admin and FTP) to the client's site to investigate the issue. 2. We advised the client to back up their site before providing access, in line with our privacy and security policy. 3. After logging in, we spent time debugging the issue and escalated it to our ATE department for a deeper investigation. 4. We discovered that there might be corrupt data in the database, specifically a shared key, preventing the connection to ATE. 5. The issue was escalated internally, and both the ATE team and WPML developers were involved in the investigation due to the rarity and complexity of the problem. 6. Eventually, the issue was resolved, and ATE was activated successfully on the client's site.
If you're experiencing a similar issue with ATE and are seeing an API authentication error, we recommend checking your database for any potential corrupt data and ensuring that there are no blocks preventing the connection to our servers. If the solution provided here is not relevant to your case, either because it's outdated or not applicable, we highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please do not hesitate to open a new support ticket in our support forum.
