I can't just give free access to play around in the live website - it's the LIVE website!
If you were to ask to work on it for 5 minutes, that would be arrangeable, but I can't give you free around the clock access to do test on it.
I did give you a duplicate test website, in which you have fixed the issue somehow. But you can't tell me what was done to fix the issue, or even what the issue was exactly. It's all shots in the dark.
I already tried to disabled all the plugins on the live website and test - it did not work, I really did do that, it really did not work.
I already tried to run your PHP code via functions.php - it didn't change anything.
I already tried to produce new keys, several ties - it did not solve the issue.
Other than these 3 steps do you have anything else to try on the live website?
Can you tell me what is the issue? where is the break? the gap? the problem?
How come the test website is working without issues now? what is the difference?
I can override the test website with a current duplicate of the live website, but that would destroy the place where the issue was fixed, so it is better you extract any value or knowledge for it before hand as we have no idea what steps fixed it or what was broken. Once I override the test website - it's gone.
Please override the current test site with a copy of the live site so that I can record my steps of what I did there. I have marked the next reply as private in case you need to send new credentials.
Hello?
I did not hear anything from you yesterday or today.
We can't use our website since last week, can you please provide us with a solution? who can I talk to about this? we need this issue solved please.
Hello,
can you please take over the case Alejandro? we are NOT based in the US, we are sleeping during Lauren's work hours. Can we get a new support agent based in Europe?
Please, we need to have our website fixed. We do not need a reply, we need a solution, we need to have the issue identified and fixed. Out website is broken since last week and we are just refreshing this page hoping for a miraculous reply.
We can't get a solution by exchanging a few replies a day, we need someone to take charge, log into the test website, and give us a complete solution. The issue was never even identified.
Hello,
I can see that you logged into the test server 2 hours ago and worked on it for 6 minutes.
The test server is working now as far as I can see, I created a test product on it, translated using ATE, and an English product was created.
If you have solved the issue two hours ago, why is there no reply to this ticket which explains the steps you've taken to fix the issue? we want to have our Real\Live fixed.
Can you please help us? can you give us the steps that you took so we can have our website fixed and then we can close this ticket once and for all?
Hi there, I logged into the test site to try and reproduce the issue. I was not able to recreate the issue with creating a new product and translating it, as you have noted in your last reply that it is working for you as well. I did not make any changes whatsoever on the test site. You can see in this video, when i log in, the site asks me to begin the migration which I click to start, then it asks me to generate a new site key. After that, I create a new product, and translate it without issue. You can see my full steps here: hidden link
The original issue with existing products is happening there still. Have you created a new site key on the live site since removing the plugin that was causing the original issue?
I've asked Alejendro to take a look and see if there's anything related to your particular license that could be causing it. If you would like to share access to your live site, I can test creating a key from my account. We tested that originally but I don't think it was tested after the conflicting plugin was removed. That will help us determine if it is something specific to the key/account, or something specific with the site.
Because I can't send private messages on my own (why is that?) I decided to save time and make the password and username identical to the ones on the test server. Just change the tst to www in the link, use the same credentials.
Please let's finish with this issue tonight, we can't have this dragged on any longer. We need to launch this product.
I can confirm that changing the site key to one from my license did not resolve the ticket. I'm assigning this to Alejandro as requested since his day starts earlier than mine, for further troubleshooting.
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Hello there!
All that I did is here: hidden link
It's not really that much because it seems everything works. when I talked to Lauren yesterday she told me that for a bit one product translation appeared as in progress, then it went to translated without her doing anything.
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I wanted to tell you that everything we do is kind of logged by us, it's part of ur protocol so we can always give those solutions to us. It makes no sense to "hide" a solution from any client (I mean, our goal is to solve the problem and send it to you). Not solving a problem means more work for us, which also affects our performance so it literally makes no sense to "hide" anything from anyone, it's a lose-lose situation.
I'm saying this because if something only happens in the production site, then that means there's something that's enabled, configured, etc only there. it could be something as simple as say, cloudflare or a file permission, or something else more complex and that's why my colleague asked for access to your live site.
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Having said this. if the staging site works perfectly without any change in plugins activation, etc, then the problem could be:
- In the database structure (when migrating, many things could actually get fixed). If it's feasible try to migrate from the staging to the live site (given it's a shop, the Ideal would be to export the orders, do a DB backup, then migrate the site to a staging site, test if the problem is there, then migrate from the staging to the live site). If you do this, t make things faster, only migrate the DB from the live site to this staging site, for example, and then migrate it back. if there were any entries fixed, that will send it back to the live site.
And yes, sounds stupid but you can't imagine how many times this has worked! it's simple and effective, but do keep an eye on your site's purchases and import them if needed.
- You can give me access. I'll record myself as I did here so you can see exactly what I did.
I would initially just create a private product and translate it. if it works, i'd clone a product that exists and translate it again.
if the problem appears, I will check error logs and more to try to identify what else we can do about this.
If there are things that we are absolutely forbidden from doing, then let me know, it's not a problem 🙂
P.S: if you see I did something you don't usually do, let me know about it, it could be a clue!
I can't read all of your reply at the moment, please reread the case, you have access to the live website, you should not be working on the test website.
OK, I give up.
Even migrating the live website to the test website server does not make it work, it is still broken.
I think it's the fact that you inserted your key that makes TST work, that's the only difference.
Because response time here is very slow I decided to turn TST into WWW and make the working test website the Live website and be done with it. Hopefully it won't somehow make it stop working, because I think it might be an issue with our account at WPML.
