[Escalated to 2nd Tier] String Troubleshooting This is the list of strings that are not used or they are linked to wrong tra...

Hi,

Just to confirm—you connected the sites as shown in this guide, but the glossary item you added on Site A does not appear on Site B?
https://wpml.org/documentation/automatic-translation/automatic-translation-subscription-for-multiple-sites/#how-to-connect-your-sites

Could you share login access for both sites so we can try adding a glossary item to one and observe what happens on the other? From what I understand, the glossary item doesn't show up, but the error message mentioned above appears in the logs of that site—is that correct?

Hello Eric,
Thank you for sharing the additional context and access details.

From your explanation, it's clear that:
- The staging site (a recent copy) works correctly with the glossary, even without disabling any plugins.
- The main site, despite having an identical environment, is encountering a fatal error related to the glossary, as confirmed by your console and the failure to load or apply glossary terms.
- Reconnecting WPML did not resolve the issue and led to the glossary entries disappearing from the main site view.

Given this, here are the next steps:
1.- Glossary Error Troubleshooting
Based on the error you're seeing (wpml-st-slug-new-match-finder.php), it seems the glossary sync fails during data retrieval or rendering. This could be due to:
-- Caching issues
-- Corrupt glossary sync metadata on the main site
-- Server resource limits or timeouts

2.- Immediate Steps to Try:
- Please go to WPML → Support → Troubleshooting on the main site, and click:
-- "Clear cache in WPML"
-- "Remove ghost entries from the translation tables"
-- Then, visit WPML → Settings → Glossary and test glossary sync again.

3.- PHP Error Logging:
- If the error persists, enable WordPress debug mode by adding the following to wp-config.php:

define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);

- Then trigger the glossary error again and check the log at /wp-content/debug.log for more insight.

4.- Plugin/Theme Conflict Check (Selective):
- Although the environments are the same, if the staging site was restored using a different method (e.g. migration tool vs manual clone), subtle differences may exist.
- Consider re-saving permalinks, re-syncing glossary terms, and clearing any server-level cache (e.g. from hosting or CDN).

We’re here to help and will continue to investigate as needed. Please confirm if we can log in and run some tests directly on the main site or if you prefer to apply these steps first and report back.

Hi Eric,
Thank you for your message

I visited the staging site and:
1.- I kindly ask you to update all outdated plugins that appear outdated in this link: hidden link

2.- In WPML -> hidden link">Translation Management you can see (at the top) that there are 7 entries in the Glossary. The same number of Glossary entries can be seen in WPML -> Translation Management -> hidden link">Translation Tools tab -> Glossary tab, so the number of glossary entries matches the banner.

If you still see the problem with the Glossary, please share a link to a video describing step-by-step how to reproduce it. This will help me reproduce the problem on my end.

3.- I recommend registering this staging site again in your wpml.org account (remove the actual staging site and add it again to generate a new site key), then unregister the site in Plugins -> Add new -> Commercial tab and register it with the new key.

Hi Eric,
Thank you for sharing the video.

I understand you are expecting the Glossary in the staging site to be synchronized with the one in the production site. Glossary terms are not synced between sites, however, you can export/import them as described in our official documentation: https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/how-to-create-and-manage-glossary-entries/#importing-glossary-terms

Hi Eric,

We are closer to solving the problem. Please unregister the production site and register it again with a new registration key. Then double-check if the issue has disappeared.