Problem: The client is unable to properly translate their knowledge base, specifically the left menu and the main help page, which still displays in German. Additionally, two categories incorrectly appear in Dutch on the German page. Solution: First, ensure that the client provides administrator access to their site for further troubleshooting. Confirm if the client is using the 'Knowledge Base for Documents and FAQs' plugin by Echo Plugins, which is compatible with WPML. If so, we recommend following the guide on setting up WPML with this plugin, available here: https://www.echoknowledgebase.com/documentation/setup-wpml-for-knowledge-base/. For issues specifically related to translating the WordPress menu, refer to our guide here: https://wpml.org/documentation/getting-started-guide/translating-menus/.
If these resources do not resolve the issue or if the solution becomes outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client is experiencing issues with translating the footer into Dutch. The footer remains in German despite being activated for translation in WPML settings.
Solution: 1. We recommend deactivating Sticky links in WPML. 2. Navigate to WPML > String Translation and search for the footer links to translate them. 3. Ensure to translate the footer template as well. In that particular case the client was switching between our editor and the WordPress editor and had German links in the WordPress editor. We don't recommend to switch editors to avoid such issues.
If the problem persists, we invite the client to provide us with temporary admin access to a test site where the issue is replicated. We will provide a private field for securely sharing this information, which will only be visible to the client and our support team. It is important to create a new admin account for us and to back up the site and database before proceeding.
Please note that the solution provided might be outdated or not applicable to your case. If the issue remains unresolved, 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 necessary, do not hesitate to open a new support ticket in the WPML support forum.
