Problem: The client was experiencing an issue where translated courses in LearnDash showed a "closed" status for enrolled students. This problem arose after the LearnDash settings had changed, making the previous WPML instructions obsolete. Solution: We discovered that a previous translation of the course was still connected to the English version but had been moved to the trash. This prevented the correct Spanish course from being connected. We resolved the issue by permanently removing the trashed course, which allowed us to connect the correct Spanish translation. After this adjustment, the course was available and functioning correctly. If you're experiencing a similar issue, we recommend checking for any previous translations that might be in the trash and removing them to ensure the correct translations are connected. Please note that this solution might be irrelevant if it's outdated or not applicable to your case.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 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 was unable to update WPML and restored the site to a previous version. They also inquired about running WPML on a staging site. Solution: We recommended the client to register the site with a new WPML site key after taking a full site backup. The steps include: - Deleting the old key from the account page - Unregistering WPML from the site through the Plugins>Add New>Commercial tab - Generating a new key and registering the site with it - Upgrading to the latest version of WPML For detailed instructions, we provided documentation links:
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the issue 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 need further assistance, please open a new support ticket.
Problem: The client is experiencing an issue with the Advanced Custom Fields (ACF) flexible content where deleting a flexible content layout causes the fields from the deleted layout to display in the next section instead of being empty. This happens because the WPML translation editor does not handle empty fields as expected, leading to old values being displayed instead of empty ones. Solution: If you're experiencing this issue, we recommend trying one of the following solutions: 1. Add the following filter to your
inside your ACF value to prevent it from being empty.
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 with us.
If this solution does not apply to your case, or if it seems outdated, 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.
Problem: The client is looking to add another language to their website using WPML's automatic translations and is unsure about the potential costs. Solution: We recommend that the client first obtains a word count for their entire website or specific post types by following this documentation: Getting a Word Count of Your WordPress Site. Once the client has the word count, they can estimate the costs for automatic translation by using the calculator provided here: Automatic Translation Pricing.
Please note that the solution provided might be irrelevant if it's outdated or not applicable to your 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 issue persists, we highly recommend opening a new support ticket. For further assistance, you can reach out to us on the WPML support forum.
Problem: The client is experiencing a recurring error indicating that the 'DOMDocument' class cannot be found, which is essential for parsing XML in PHP. This error occurs on their WordPress site with WPML installed, and it happens unexpectedly in the early morning when no one is working on the site. Additionally, there is an error on the shop page when switching currency with the WPML multicurrency switcher, and a message in the WPML support error logs about a change in the site's URL.
Solution: If you're experiencing a similar issue where the 'DOMDocument' class cannot be found, we recommend ensuring that the 'php-xml' extension is installed and enabled in your PHP configuration. This extension is necessary for WPML to function correctly as it relies on XML parsing. You may need to contact your hosting provider or refer to your server's documentation to install or enable PHP extensions.
To enable the 'php-xml' extension on an Apache server, you typically need to install it via your server's package manager and then enable it in your PHP configuration. The installation commands will vary depending on your server's operating system and PHP version. For Ubuntu/Debian, you might use
sudo apt-get install php-xml
, or for CentOS/RHEL,
sudo yum install php-xml
. After installation, remember to restart Apache to apply the changes. If you're unsure about how to proceed, it's best to consult your server's documentation or contact your hosting provider for assistance.
Please note that the solution provided might be irrelevant if it's 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 you still need help, please open a new support ticket with us.
Problem: The client has 4000 products translated in English and Italian and wants to add translations for German, Spanish, and French using automatic machine translation, while keeping the existing 100 products in English and Italian.
Solution: We recommend testing the automatic translation feature in your development environment before applying it to your live server. First, ensure you have enough Automatic Translation credits or activate the Pay-as-you-go plan. You can purchase credits or learn about pricing through these guides:
After acquiring credits, go to "WPML > Settings" in your WordPress dashboard and select "Translate Everything Automatically" under the Translation mode. Choose to translate all existing content and save your settings. This will initiate the automatic translation of your products, provided you have enough credits. For a comprehensive guide on setting up Automatic Translation, please visit: Automatic Translation Setup Guide
If this solution does not apply to your case, or if it becomes outdated, 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 do not hesitate to open a new support ticket. Contact WPML Support
Problem: The client is experiencing a critical error when trying to use WPML's media translation feature in the admin panel. The error occurs when using the ListingPro theme and its essential plugin, which is causing the media translation display to fail. Solution: We have identified that the ListingPro theme is currently not compatible with WPML. We have attempted to work with the theme's author to resolve compatibility issues, but unfortunately, we have not received the necessary cooperation. We recommend the following steps: 1. Contact ListingPro support to encourage the author to collaborate with us for compatibility improvements. 2. Consider using a different theme that is compatible with WPML, which can be found here: https://wpml.org/theme/ 3. If you are not using different images per language, you may disable WPML Media Translation as a workaround. For further assistance, we encourage you to reach out to the ListingPro support team or contact us through the Go Global program at https://wpml.org/documentation/support/go-global-program/.
Please note that this solution might be irrelevant if it's 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 needed, do not hesitate to open a new support ticket with us for further assistance.
Problem: The client reported an issue where the Advanced Custom Fields (ACF) flexible content field wasn't syncing with translations after adding a new flexible item. The translations were dropped because the keys weren't synced. The client also inquired about the checkbox option 'Keep repeater and flexible sub-fields in the same order as the default language' and whether it should be checked or unchecked. Solution: We advised the client to ensure that the ACF flexible field is set to COPY, not Copy-once, according to our documentation. We provided a link to the relevant documentation: https://wpml.org/documentation/related-projects/translate-sites-built-with-acf/recommended-custom-fields-translation-preferences-for-acf-and-wpml/ We also suggested that the client: 1. Change the ACF flexible field setting to COPY. 2. Check if the issue persists on a new page. 3. Provide WPML debug information as described in our documentation: https://wpml.org/faq/provide-debug-information-faster-support/
If the solution provided here is not relevant to your case, either because it's outdated or not applicable, 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 the issue persists, please open a new support ticket with us.
Problem: The client is having trouble translating WooCommerce email templates, specifically the order processing email, and other strings within the emails.
Solution: 1. We first asked the client to confirm whether the emails in question were standard WooCommerce emails or if they were using a specific plugin for email templates. We also requested examples of the emails and the steps they took to create them. 2. We advised the client to update their WooCommerce Multilingual & Multicurrency to version 5.3.3.1, providing instructions for the update process and reminding them to back up their database before proceeding.
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. Contact WPML support for further assistance.
Problem:
The client was trying to fully translate their website and was able to edit and review the translation of all WooCommerce products and some regular pages like checkout and thank you. However, when trying to check the translation of the home page, cart, my account, etc., I was greeted with a blank page after clicking the translation queue link. Also, in WooCommerce Multilingual, when I clicked on Attributes and selected a variation, an exclamation point (!) appeared and the page kept loading.
Solution:
First, we need to look at the errors that are occurring. To do this, we recommend enabling debug mode by adding the following lines to the site's
With error logging enabled, errors will be saved to a debug.log file within the /wp-content/ directory. Once debug mode is enabled, the customer must review this file to identify the problem.
If the solution provided is not relevant because it is outdated or does not apply to your case, we suggest opening a new support ticket. We also recommend reviewing known issues at https://wpml.org/known-issues/, Check the version of the permanent solution and confirm that you have installed the latest versions of themes and plugins. If you need further help, feel free to contact us on the WPML support forum.
Problem: The client is experiencing an issue where a string translated in the admin area is not reflecting on the frontend. Specifically, the string "Your Cart" is not being translated after a theme update, even though it was translated before. Solution: We recommend the following steps to ensure that the correct string is translated: 1. Go to WPML → String Translation. 2. Enable the option "Look for strings while pages are rendered". 3. Navigate to the page where the untranslated strings are displayed. 4. Return to WPML → String Translation and verify if the given string has been registered. 5. Translate the string. For more detailed instructions, please refer to our documentation on finding strings that don't appear on the String Translation page.
If the solution provided here is not relevant to your case, either because it's outdated or it doesn't apply to your specific situation, 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 in the WPML support forum.
Problem: The client was unable to send multiple pages for automatic translation using WPML and did not see the "Translate Automatically" option in the Translation Management section.
Solution: 1. We advised the client to deactivate any third-party translation service, such as Unbabel, by navigating to "WPML > Translation Management > Translators" and clicking the "Deactivate" button associated with the service.
2. We instructed the client to enable the "Advanced Translation Editor" by going to "WPML > Settings" and selecting the "Advanced Translation Editor" option under the "Translation Editor" section.
If you're experiencing a similar issue, we recommend you follow these steps to resolve it. However, please note that the solution might be irrelevant if it's outdated or not applicable to your case. If these steps do not resolve your issue, 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 open a new support ticket.
Problem: The client is trying to translate their homepage from English to French, but the homepage is still showing English content when viewed in French. Additionally, there is an issue with a block displaying the text "Bahamas en groupe" in double on the French homepage. Solution: 1. We asked the client to double-check the translated homepage for any English text, as our initial review did not reveal any. 2. We directed the client to complete the translations by navigating to the WPML String Translation page at WPML String Translation. We made a few changes to get them started and advised them to continue translating the remaining strings. 3. We confirmed that completing the translations should resolve the issue and display the correct content on the French homepage.
Please note that the solution provided might be irrelevant due to it 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 you still need assistance, please open a new support ticket.
Problem: The client's menus were translated correctly in the WPML settings but were only displaying in English on the front end of the blog. Solution: We found that the issue was related to the
cache_results
setting within the
wp_nav_menu
function, which was set to true. This setting, when enabled, causes WordPress to store query results in a cache, leading to the problem experienced. By setting
cache_results
to 'false' and resynchronizing the menu items, we resolved the issue.
If you're experiencing a similar issue, we recommend checking the
cache_results
setting in your
wp_nav_menu
function and setting it to 'false'. Then, resynchronize your menu items.
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 open a new support ticket.
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