Problem: The client was experiencing issues with missing images on translated pages, which were visible on the default English page. The images were expected to be duplicated from the original page, but instead, they were missing.
Solution: 1. We asked the client if they were using a plugin to convert images from jpeg to avif format, as the images on the primary language page were loading in avif format, while on the translated page, they were in jpeg but broken. 2. We confirmed that the ShortPixel Image Optimizer plugin used by the client is compatible with WPML, as indicated on our documentation page. We recommended reviewing the plugin settings to check for any options that might cause the images to break on the translated page. 3. We advised the client to back up their website and perform a conflict test following the instructions on our conflict test documentation. 4. The client resolved the issue by finding the missing images in the media library and restoring the backups taken by ShortPixel, which made all images available in jpg format again.
If the solution provided here is not relevant to your case, either because it's outdated or not applicable, we recommend opening a new support ticket. We also highly recommend checking related known issues on our known issues page, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you need further assistance, please visit our support forum.
Problem: The client has automatic translation enabled and noticed that some content was partially translated. They are concerned about whether the whole site was translated properly and are unsure if they can rerun the translator without incurring additional charges, as they have already used a significant amount of credits.
Solution: If you're experiencing partial translations on your site, we recommend the following steps: 1. Edit the post in the default language. 2. Add "V2" to the title and update the post. 3. Remove the "V2" and update the post again. 4. Update the translation using the WPML translation editor. Before performing these steps, ensure you go to WPML -> Settings and select the "Translate what you choose" mode.
Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case.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 the 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, do not hesitate to open a new support ticket. You can do so by visiting the WPML support forum.
Problem: The client is experiencing issues with translating field labels on their live site using the MyListing theme, which is not officially compatible with WPML.
Solution: We recommend reaching out to the theme's creators and asking if they have a method to translate these fields via WPML. If the theme creators require assistance with making their theme WPML compatible, they can join the Go-Global Program, and we will be glad to help. Unfortunately, without official compatibility, we are limited in our ability to adjust the theme code to work with WPML.
Please note that this solution might be outdated or not applicable to your case. If you're still facing issues, 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 persists, please open a new support ticket for further assistance.
Problem: The client is redesigning a site with an existing translated version on another domain and wants to move the new site to the old domain using UpdraftPlus. The client is concerned about the domain-specific registration for the new site and whether they need to switch registration codes after migrating. Additionally, the client is seeking advice on migrating a site translated with WPML. Solution: 1. We confirmed that the client will need a different WPML registration key when moving from the staging domain to the live domain. 2. We recommended reviewing the documentation on using the Advanced Translation Editor when moving or using a copy of the site, which can be found here: Using Advanced Translation Editor when you move or use a copy of your site.
Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case. If this is the case, we highly recommend checking related known issues at WPML 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. You can do so here: WPML Support Forum.
Problem: The client is trying to auto-translate product categories and tags. Solution: We provided a custom Google search URL to help the client quickly find existing support tickets on the WPML forums that address the same issue and contain solutions shared by our colleagues: WPML support forum search link. We asked the client to review the first results and inform us if the issue was resolved.
Please note that the solution provided 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 do not hesitate to open a new support ticket.
Problem: The client is experiencing an issue where the flag that appears when hovering over the language switcher is in a box that is too long. Solution: We recommend adding the following CSS to your site to correct the issue with the language switcher's flag box:
You can add this CSS by navigating to Appearance -> Customize -> Additional CSS in your WordPress dashboard. After saving the changes, please double-check to see if the issue has been resolved.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the problem persists, 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 you still need assistance, please do not hesitate to open a new support ticket.
Problem: The client reported that the currency switcher was not being respected when using the 'cookie' storage strategy. Despite changing the currency on the EN site, it always reverted to 'GBP'. The client had already disabled server caching and set the 'default customer location' to 'No location by default'. The issue persisted even after applying a filter to use cookie storage.
Solution: We advised the client to replicate the issue on a sandbox site and provided instructions for doing so. The client discovered that the problem was caused by adding the store strategy filter too late in the execution order, specifically during the 'init' action. The client resolved the issue by changing the action to 'plugins_loaded', which allowed the cookie value to be respected.
If you're experiencing a similar issue, we recommend you try changing the action hook to 'plugins_loaded' when adding your store strategy filter:
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. 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 the issue persists, please open a new support ticket with us.
Problem: The client is experiencing an issue where a secondary language string appears in the base language (English) within the Yoast SEO settings. When attempting to save the secondary language string as an English string, the string remains in the secondary language. Solution: We recommend checking the language assigned to the strings in WPML > String Translation. If the language is incorrect, change it by using the "change language for the selected strings" button. For detailed instructions, please refer to our documentation on how to change the source language of strings.
Please note that the solution provided 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 do not hesitate to open a new support ticket. You can reach our support forum here.
Problem: The client is trying to translate a page from English to French, but the translation process is getting stuck on 'in progress'. This issue started occurring after the previous Friday, and while it seemed to be resolved after clearing the cache and performing some quick fixes from the troubleshooting page, the client is seeking a more permanent solution. Solution: We recommend the following steps to resolve the translation issue: 1. Navigate to WP-Admin -> WPML -> Translation Management -> Jobs tab. 2. Locate and cancel the stuck translation job. 3. Edit the page in the default language. 4. Make a minor edit, such as adding a "+" sign to the title, and then update the page. 5. Remove the "+" sign and update the page again. 6. Attempt to translate the page once more.
Additionally, we ask the client to check for any errors in the ATE log by going to WP-Admin -> WPML -> Support.
If the solution provided here is not relevant due to being outdated or not applicable to your case, we encourage you to 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. If further assistance is needed, please contact us on the WPML support forum.
Problem: The client was unable to use the automatic translator to translate pages from English to Slovenian, receiving an error message stating that content can only be automatically translated from the site's default language to other languages.
Solution: 1. We asked the client to first resolve any issues from the original support ticket, as the translation problem could be related. 2. We identified that the homepage was built using widgets and that the Slovenian version of the homepage did not display any content because the appropriate widgets for the Slovenian language were not displayed. We advised the client to go to the widgets section and set up the widgets to display in the Slovenian language, providing screenshots as an example.
We also cautioned that if there are compatibility issues with the client's custom theme, we may not be able to debug it, as it falls outside the scope of our support.
If this solution is not relevant to your situation, because it's outdated or not applicable to your case, we recommend opening 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 you need further assistance, please contact us in the WPML support forum.
Problem: The client was experiencing an issue where editing a page resulted in a console error related to the WPML Multilingual CMS plugin. The error indicated a 403 Forbidden response when trying to access the flags directory within the WPML plugin folder. Despite adding an index.html file to the folder as suggested by the hosting provider, the problem persisted, and AJAX functions seemed to be blocked.
Solution: We first suggested that the client check the folder permissions for the
directory with their hosting provider, as it could be a permissions issue. However, upon further investigation, we found that the error in the console was related to the Filter Everything Pro plugin. Even though this plugin was deactivated, the error was still present. We recommended that the client contact the author of the Filter Everything Pro plugin for further assistance with the issue.
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 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, please open a new support ticket in the WPML support forum.
Problem: The client was experiencing an issue where the Timeline Widget for Elementor plugin displayed content in the default language on a translated page.
Solution: We resolved the issue by taking the following steps: 1. Completed the existing translation that was in progress. 2. Made a minor change in the default language content in Elementor (added a few dots in the last paragraph of "Hugo Sorg"). 3. Saved the changes. 4. Updated the translation. 5. Reverted the change by editing the page in German again in Elementor (removed the dots). 6. Updated the translation once more.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, 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 persists, please do not hesitate to open a new support ticket with us.
Problem: The client was experiencing two issues: firstly, the WPML plugin could not connect to wpml.org due to a site key mismatch, and secondly, there were problems with translating strings in emails and the site logo reverting to English when the String Translation plugin was enabled.
Solution: For the connection issue, we recommended the following steps: 1. Temporarily remove the website from the WPML account sites list. 2. Add the website again and copy the new generated key, ensuring the format matches the one in the wp-admin > settings > general. 3. Go to Plugins -> Add New -> Commercial, unregister WPML if the option is available, and then register WPML with the new key.
For the string translation and logo issue, we suggested: 1. Go to String Translation and search for
. 3. Enable the option 'Look for strings while pages are rendered'. 4. Visit the homepage to allow the string to return, then search for
site_logo
again and change its language to French.
For the email issue, we advised: 1. Edit the original email text, changing it from English to French and save it. 2. Go to WPML -> String Translation and search for the text domain:
. 3. Change the language of the strings from English to French. 4. Check if the string is translated into other languages and translate if necessary.
Additionally, for the email content issue, we: 1. Went to WooCommerce > Shipment Tracking > Order Statuses & Notifications and edited the email content. 2. Searched for the string in WPML -> String Translation and changed its language to French. 3. Added an English translation and updated all other translations.
If these solutions do not resolve the issues or if they seem outdated or irrelevant 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. Should you need further assistance, please open a new support ticket.
Problem: The client was unable to validate the translations of forms created with Gravity Forms while translating their website from French to German and English. The 'I'm done' button was not finalizing the translations, leaving them in an 'in progress' state. Solution: 1. We recommended adding 'TEST' to the title of the Gravity Forms and saving the changes. 2. Then, navigate to WPML > Translation Management > Jobs, find the forms, and cancel the job. 3. From WPML > Translation Management, resend the forms for translation and assign them to yourself. 4. Go to WPML > Translation > Take and Translate. If these steps do not resolve the issue, we suggested that the client could duplicate the form for each language as a quick solution. Alternatively, we offered to conduct a deeper level of debugging, which would require more time.
Please note that this solution might be irrelevant due to being outdated or not applicable to your case. If so, we encourage you to 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 was unable to translate the footer string into multiple languages using the AVADA theme. When trying to add a translation for a second language, the first translation was overwritten, and only the last inserted language was available. Solution: We informed the client that their current membership does not include the capability to translate widgets. To translate widgets, the client needs the WPML String Translation add-on, as detailed in our documentation: https://wpml.org/documentation/getting-started-guide/translating-widgets/. We also questioned how the String Translation add-on was installed since it is not included in their membership. We advised the client that translating the footer strings would not work until they update their subscription.
If the solution provided here is not relevant to your case, either because it's outdated or not applicable, we recommend opening 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. If further assistance is needed, please contact us in the WPML support forum.
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