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[Resolved] WPML causing site to go down intermittently

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client was experiencing a fatal error with WPML, causing the site to go down intermittently. The error was related to a missing class 'WPML_TM_Record_User' after an update.
Solution:
We recommended deactivating and deleting the current WPML instance and then installing a fresh copy from https://wpml.org/account/downloads/.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, please open a new support ticket.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 through the WPML support forum at https://wpml.org/forums/forum/english-support/.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: 

This topic contains 4 replies, has 2 voices.

Last updated by amyE-2 1 year, 7 months ago.

Assisted by: Itamar.

Author Posts
August 21, 2024 at 4:21 pm

amyE-2

Background of the issue:
I am trying to resolve a fatal error caused by WPML. The site is registered with a different account as I was not the original developer. Error details are below:

[21-Aug-2024 16:04:03 UTC] PHP Fatal error: Uncaught Error: Class "WPML_TM_Record_User" not found in /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/inc/core/wpml-tm-element-translations.class.php:3

Stack trace:

#0 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/inc/functions-load-tm.php(26): require_once()

#1 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/inc/functions-load-tm.php(433): wpml_tm_load_element_translations()

#2 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/classes/class-wpml-tm-loader.php(17): tm_after_load()

#3 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/classes/class-wpml-translation-management.php(81): WPML_TM_Loader->tm_after_load()

#4 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/tm.php(75): WPML_Translation_Management->load()

#5 /sites/www.iwa.wales/files/wp-includes/class-wp-hook.php(324): wpml_tm_load()

#6 /sites/www.iwa.wales/files/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()

#7 /sites/www.iwa.wales/files/wp-includes/plugin.php(517): WP_Hook->do_action()

#8 /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/sitepress.class.php(526): do_action()

#9 /sites/www.iwa.wales/files/wp-includes/class-wp-hook.php(324): SitePress->init()

#10 /sites/www.iwa.wales/files/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()

#11 /sites/www.iwa.wales/files/wp-includes/plugin.php(517): WP_Hook->do_action()

#12 /sites/www.iwa.wales/files/wp-settings.php(555): do_action()

#13 hidden link): require('...')

#14 hidden link): WP_CLIRunner->load_wordpress()

#15 hidden link): WP_CLIRunner->start()

#16 hidden link): WP_CLIBootstrapLaunchRunner->process()

#17 hidden link): WP_CLIbootstrap()

#18 hidden link): include('...')

#19 /usr/local/bin/wp(4): include('...')

#20 {main}

thrown in /sites/www.iwa.wales/files/wp-content/plugins/sitepress-multilingual-cms/inc/core/wpml-tm-element-translations.class.php on line 3

Link to a page where the issue can be seen: hidden link

Symptoms:
A critical error, taking the site down intermittently throughout the day.

Questions:
How can I resolve the fatal error caused by WPML? Do you have a patch or solution?
August 21, 2024 at 5:00 pm #16091620

Itamar
WPML Supporter since 02/2016

Languages: Hebrew (עברית )

Timezone: Asia/Jerusalem (GMT+03:00)

Hi,

You said you needed to go, but I'm sorry. I can't wait any longer. So, I converted this chat into a ticket.

I discussed this error with one of our developers, and our immediate suspicion is that something went wrong while updating WPML to its latest version, 4.6.13.

Can you please deactivate and delete the current instance of WPML and then download and install a fresh copy from here?

https://wpml.org/account/downloads/

If the fatal error occurs, please allow me to install a plugin like Duplicator Pro or All In One WP Migration to take a copy of your site. I didn't do it yet because I must have your explicit permission.

Thanks,
Itamar.
August 22, 2024 at 8:56 am #16093566

amyE-2

Hello,

Apologies, the office I was in was closing so I had to drop off chat.

I have deleted the current instance and replaced it with a fresh copy. This was done without issue, so I will update this ticket later on today to let you know if this has resolved the issue. As the site is going down intermittently, it's hard to say immediately.

Thanks,
Amy
August 22, 2024 at 1:39 pm #16095215

Itamar
WPML Supporter since 02/2016

Languages: Hebrew (עברית )

Timezone: Asia/Jerusalem (GMT+03:00)

Hi, Amy.

If the fatal error does not occur anymore, then it seems this action solved the issue. By enabling the WordPress error log, you may be able to check what is causing the site to go down intermittently. Also, tell if it is WPML or another cause.

If the problem persists, please share WordPress's debug log with us. Please check this page for instructions.

https://wpml.org/documentation/support/debugging-wpml/

To enable it, open your wp-config.php file and look for

define('WP_DEBUG', false);

Change it to:

define('WP_DEBUG', true);
// Enable Debug logging to the /wp-content/debug.log file
define('WP_DEBUG_LOG', true);
// Disable display of errors and warnings
define('WP_DEBUG_DISPLAY', false);
@ini_set('display_errors', 0);

After this, repeat the action that caused the problem on your site, or wait for it to go down. The errors will be saved to a debug.log log file inside the /wp-content/ directory. Then, please share the errors with us.

Regards,
Itamar.
August 23, 2024 at 10:04 am #16098088

amyE-2

Hi Itamar,

I believe this is now resolved! No outages since. Thank you for your help.

Amy