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Last updated by Mihai Apetrei 4 months ago.

Assigned support staff: Mihai Apetrei.

Author Posts
June 12, 2019 at 6:12 pm #4006911

antonD-13

Hi, after I updated to the latest Multilingual woocommerce plugin I´m getting 500 internal error on my whole page, I can´t get even to admin dashboard. How can I fix this?

June 12, 2019 at 8:09 pm #4007551

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

My guess is that we might deal with an incompatibility issue between the latest WCML version and one/or more of the plugins installed & active or between the theme you are using.

First of all, to get your site working again, you can simply connect on your site's server via FTP, then go to the "wp-content" directory > "plugins" dir > and rename the "woocommerce-multilingual" folder to something like "woocommerce-multilingual2".

That will disable the plugin from being active and you should be able to access your backend once again.

After that, can you please try this:

- disable all plugins
- go back to FTP and rename the folder back to how it was before, then go to your WordPress backend > Plugins > and re-activate WooCommerce Multilingual
- check if the issue is happening again
- if it's not, reactivate your plugins one by one, checking every time if the issue shows up again so that you can understand which plugin is causing that issue

If the issue happens even with the non-WPML plugins disabled:

- disable WCML once again by changing the folder name
- leave all the non-WPML plugins deactivated
- switch to a default theme like TwentySeventeen
- now re-enable the WCML plugin again following the same steps from above
- try to recreate the issue now

Please let me know how that goes.

If following those steps doesn't make any difference, in order to be able to help you faster, can you please paste your WPML Debug information in the Debug information field?
http://wpml.org/faq/provide-debug-information-faster-support/

Also, I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of the site files and database before providing us access.

- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.

The private box looks like this: hidden link

I am at the end of my shift now but I will be waiting for your response and get back to you tomorrow.

Kind regards,
Mihai Apetrei