Problem: The client was trying to figure out why the main site logo was missing on pages that had been translated.
Solution: 1. We requested temporary access to the client's site to better understand the issue. 2. After debugging, we discovered that the ACF field group containing the Theme options was not translated, which likely caused the logo to only appear in certain languages. 3. We instructed the client to set the field group to "Different fields across languages" by following our documentation here: https://wpml.org/documentation/related-projects/translate-sites-built-with-acf/#choosing-how-to-translate-field-groups. 4. We then had the client go to the "Theme Options" and re-add the logo for each language by clicking "X" next to the image, re-adding it, and saving. 5. The client confirmed that the logo now appears correctly in each language.
If you're experiencing a similar issue, we recommend following the steps above. However, this solution might be irrelevant if it's outdated or not applicable to your case. If you need further assistance, please open a new support ticket and check related known issues at https://wpml.org/known-issues/. We highly recommend verifying that you have installed the latest versions of themes and plugins. For further assistance, please contact our support forum at https://wpml.org/forums/forum/english-support/.
Problem: The client assigned new credits to their website, but they were not displaying on the WordPress dashboard. Solution: 1. We asked the client if they had moved their site to a new server. 2. We identified that the site was moved and was using a new organization in our system. 3. We found that the credits were assigned to an old organization. 4. We noted that both organizations were using the same site key. 5. We merged both organizations to resolve the issue. 6. After merging, the credits should now be visible on the client's WP dashboard.
If this solution does not apply to your situation, or if it seems outdated, we recommend that you open a new support ticket. We also highly recommend checking related 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 contact us on the WPML support forum.
Problem: The client wants to export their English blog texts with markup to have them professionally translated outside of WPML and then import them back into WordPress using XLIFF 2.1. Solution: We have opened a feature request for XLIFF 2.1 support within WPML and will provide an update once we receive feedback from our product manager. In the meantime, if you're experiencing this issue, we recommend checking our documentation on how to manually export and import translations using the XLIFF files. Please note that the solution provided might be outdated or not applicable to your case. 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 the issue persists, please open a new support ticket with us.
Problem: The client was unable to register WPML on their WordPress site even after renewing and entering the key, due to a domain mismatch error. Solution: We advised the client to first remove the existing WPML key from their WPML account at https://wpml.org/account/sites. Then, create a new WPML key for the correct URL, which includes 'www', in this case,
https://www.seaandculture.it/
. After generating the new key, they should navigate to their site's backend, go to Plugins > Add New > Commercial, and attempt to register WPML with the new key.
If this solution does not apply due to it being outdated or not matching your case, we highly recommend checking the 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 you still encounter issues, please open a new support ticket at our support forum.
Problem: The client is receiving a message that the WPML plugin cannot connect to wpml.org, which is necessary for checking new versions and security updates. The issue might be due to network or security settings blocking outbound communication. Solution: We recommend checking if the issue is a false positive caused by server caching. To do this, navigate to Plugins > Add New > Commercial and click the "check for updates" button. If after the page refreshes, WPML still shows as registered, then it is likely a false positive and the notification should disappear once the cache clears. If the problem persists, it might be because WPML is not currently registered. We will address the site key issue in a separate ticket.
Please note that this solution might not apply to your case if it's outdated or simply not relevant to your specific issue. 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 the problem continues, please do not hesitate to open a new support ticket with us.
Regarding the other issues, we adhere to our Support Policy of handling only one issue per ticket to maintain focus and efficiency. Therefore, we created two separate tickets for the remaining issues:
The client will be notified via email when there are answers to these tickets.
Please note that the solution provided here might be outdated or not applicable to your case. If the issue persists, 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 open a new support ticket.
Problem: The client installed WPML on their website and encountered issues with widgets not being translated correctly, particularly the text and link of a button within a widget. The widgets were only visible in the theme customizer and not in the legacy WordPress widget area.
Solution: We noted that the Industrium theme used by the client is not officially compatible with WPML, but the theme's team does mention WPML compatibility. During our investigation, we focused on the 'Contact Us' button string in the footer widget. We located the widget in the 'Customize -> Top Footer bar' and found all possible strings in 'String Translation' and 'Admin screens' (WPML->String Translation->Translate Texts in Admin Screens), but the URL and translation remained in Italian. We advised the client to change the language of any strings picked up in the wrong language by selecting them and clicking on 'change language of selected' strings.
As a test, we installed the Classic Widgets plugin, which allowed us to register the string again in string translation, resulting in the string being correctly translated. We recommended the client to use the Classic Widgets plugin to revert to the classic view of 'Appearance->Widgets' for a more accurate and reliable translation of widgets. Translating Widgets documentation
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. 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 the issue persists, please open a new support ticket.
Problem: The client is trying to reduce the size of the
icl_translate
tables by looking for a delete jobs plugin. Solution: We recommend backing up the site before proceeding with any changes. After ensuring that the site is backed up, we suggest following the guidance in the forum ticket at WPML delete jobs plugin - very large icl_translate table.
Please note that the solution provided might be outdated or not applicable to your specific case. If after checking the related known issues at https://wpml.org/known-issues/ and confirming that you have the latest versions of themes and plugins installed, the problem persists, we encourage you to open a new support ticket. For further assistance, you can reach out to us on the WPML support forum.
Problem: The client migrated their WordPress website from a staging subdomain to the main domain using the Duplicator plugin. After migration, the WPML plugin was still registered as a development site, and the client was unsure how to update the registration to the new domain without losing WPML data or settings. Solution: We advised the client that there is no need to uninstall or reinstall any WPML plugins, and their data will not be lost. To update the site registration, the client should: 1. Go to the live site's WordPress dashboard. 2. Navigate to Plugins → All plugins → Commercial. 3. Click the button to unregister the site. 4. Register the site again with the new site key. https://wpml.org/faq/install-wpml/#register
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the issue persists, we 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 open a new support ticket.
Problem:
If you're trying to translate a page and find that buttons are not working, as shown in the provided videos, we can help you address this issue.
Solution:
We recommend checking if your WordPress memory limit meets the minimum requirements for WPML, which is 128MB. WordPress defaults to 40MB, and increasing this limit can often resolve unexpected issues. To increase the memory limit, add the following lines to your wp-config.php file just before the line that says /* That's all, stop editing! Happy publishing. */:
Please ensure you have a full backup of your website before making any changes. If the problem persists after increasing the WP Memory Limit, it might be due to another issue.
Keep in mind that this solution may not be relevant if it's outdated or not applicable to your case. If the issue continues, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. Should you need further assistance, please open a new support ticket with us.
Problem: The client was unable to open the page editor due to a critical error. Disabling the WPML plugin allowed the editor to open. When translating with WPML, the client received a 100% and Translation completed message, but the translation list showed the status as in progress. Changing text did not resolve the issue. Solution: First, we suggested the client to cancel stuck jobs by navigating to WPML > Support > Troubleshooting and clicking on 'Cancel Automatic Jobs in Progress'. Secondly, we proposed two potential solutions: 1. We theorized that the issue might be due to the PHP version 8.1.22-he.0 not being fully compatible with WordPress, as detailed here: https://make.wordpress.org/core/handbook/references/php-compatibility-and-wordpress-versions/. We recommended temporarily switching back to PHP version 7.4 to see if the issue persists. 2. As a workaround, we suggested cloning the page and opening it with the WordPress editor, which could resolve a potential corrupted file issue in the database. The client could then set the cloned page as the homepage and retranslate it from scratch.
Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case. If the issue persists, 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 necessary, please open a new support ticket with us for further assistance.
Problem: The client has a website originally in English and added Russian and Estonian translations. The client wants to make Estonian the default language and encountered issues when updating content. The translation screen did not reflect Estonian as the default language, and changes made there would overwrite previous translations. Solution: We explained that switching the site's default language does not change the source language of the content. If the content was originally created in English, it would remain the source language for translations. Therefore, any content updates should be made in English first and then translated into the other languages. If the client finds that this solution does not apply or is outdated, we recommend opening a new support ticket. Additionally, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that the latest versions of themes and plugins are installed.
Problem: The client wanted to know how to manually translate content into one language while using automatic WPML translation for others on their multilingual website. Solution: We explained that the translation method must be chosen for each piece of content and cannot be set differently for each language. The client can select either the "WPML Translation Editor" for automatic translations or the "WordPress Editor" for manual translations. However, it is not possible to use both methods simultaneously for the same content in different languages. If the client wishes to manually translate content into one language, they must use the "WordPress Editor" for that specific content.
If this solution does not apply to your situation because it might be outdated or not relevant to your case, we recommend opening a new support ticket. We also 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 further assistance is needed, please contact us on the WPML support forum.
Problema: El cliente intenta activar su suscripción de WPML en su nuevo sitio web y está siguiendo la guía de configuración. Solución: Si estás experimentando problemas para activar tu suscripción de WPML en tu nuevo sitio web, te recomendamos que sigas la guía de configuración proporcionada en los siguientes enlaces:
En este caso particular, nuestro equipo de Sistemas se encargó del problema y lo resolvió. Te pedimos que intentes activar tu suscripción nuevamente.
Es posible que esta solución sea irrelevante porque está desactualizada o no se aplica a tu caso. Si es así, te sugerimos abrir un nuevo ticket de soporte. También recomendamos encarecidamente revisar los problemas conocidos en https://wpml.org/known-issues/, verificar la versión de la solución permanente y confirmar que has instalado las últimas versiones de temas y plugins.
Si necesitas asistencia adicional, por favor, contacta con nosotros en el foro de soporte de WPML.
Problem: The client was unable to enter the WPML registration key and received the error message "Unable to parse data from service response." The hosting company confirmed there were no blacklisted domains or blocks on their part. Solution: We resolved the issue for the client. If you're experiencing the same problem, we recommend you try entering the registration key again now. If the problem persists, it might be due to an outdated solution or because the circumstances of the issue differ. In such cases, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If none of these steps resolve the issue, please open a new support ticket with us for further assistance.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
