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The key doesn't create any of the issues you mention and this staging site did NOT have any sitekey added on our end, so I can assure you that's not it.
Would you send us a quick video showing the problem and does this mean you definitely doesn't want me to access your site?
Anyways, I've seen cases like this in the past, and it's always turned out to be something that is usually overlooked like a configuration on the server or something like that. Also, another thing that you could try is to test with a newly created user to make sure the problem is not linked to a user, permissions or something similar (uncommon but has happened in the past).
We're here for you but I can assure you the problem is not with the key, or not just about that, at least.
I tried to turn the TST website into the WWW website, but that was a disaster. It wanted to do some migration process and did not let me do anything. At the end, the issue came to that website just like it was on the original website. Now it is the same, I cannot translate anything, I cannot get it to work. By turning the TST into the WW website the issue came and now it is broken just the same.
I'm attaching proof that you did use your own key for all testing and showing that you do already have access to the live website for 2 days now., Please talk to Lauren, she'll explain everything.
I'm not returning things to the original state. The broken live website will be available to you soon, the TST will be overwritten.
OK, the live website is back to the original state, you do have access to it, please access it and please find us a solution. Please I'm begging you let's get this issue over with, it's a nightmare.
Yes, I'm restating this - you do have access to it, please access the live website.
Hello,
This workday is almost done, can you please try and find a solution for us?
We didn't make any headway this week. We really need this issue solved. Let's put this to rest. please. You do have full administrator the live website.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
1)
> "This site is a copy of the original site hidden link and it doesn’t currently have any automatic translation credits."
You should've gone through the migration banner by now, is that correct? because we can actually do this on our end as well. it's not a problem but I just want to know what you're seeing because that will help me guide you better.
2) About the key I'm talking about the last version of the staging. that's the one that didn't have any key (in fact I kept seeing the "missing key" error in the different logs of that site) not the one from the first staging site you created.
Lauren told me and I could confirm in this forum ticket that you then proceeded to remigrate the live site to the staging site, so the one I'm talking about is the one I could access which is the second version. I hope this makes sense to you?
3) I tried accessing the live site and Couldn't, it said the user existed but the password was incorrect 🙁 Please check the password or even change it if you want and send it to me so I can check it out.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Problem solved and you can see all I did here: hidden link
The problem was indeed a tricky one because you had a entry in teh database that was correct but paired with another one that was incorrect.
Oversimplifying the issue: your site was acting as the live site but sending us signals that it was the staging site!
From what I could see, there was a migration before the 6th of november, can't really pinpoint when but given you opened a ticket on the 5th, I'd say somewhere about Nov 1st-3rd.
when that migration happened, something went wrong and basically "mixed" the information from your database and had one part belonging to the live site and the other part belonging to the staging site.
whenever you migrate this banner appears asking you what you want to do with the site and that basically wipes the last site's information and creates a new one.
this information is needed to have a safe communication with our servers.
This is very difficult to happen and in fact it only seems to happens with sites that had WPML from 2021 or before that since our systems work super differently now and once fixed they should never have this issue again.
I'm cleaning up the test products and deleting the plugin I installed to fix the issue, but everything else is ready to go.
By the way, I added 150k credits to your site as an apology for all this problem. I know it won't solve the frustration it caused it but I hope it can help you save time moving forward by translating some products for you, faster. (I'd suggest you give PTC a try, it's pretty cool).
Let me know if I can help you with anything else :).
I want to address a few items so that you won't have the wrong idea about what happened here.
1. As far as I remember the website is not even one year old, our first license renewal with you is due in December. We did not have WPML at 2021 or prior.
2. There was no migration during this month. All of the translated products were created when we got WPML about a year ago, and since then we did not translate any products for many months. Last week we had a new product that required translation and then we noticed the issue. The issue could have been there for months, but we wouldn't have noticed as we didn't need to translate anything. We did not change servers or hosting or migrate. All that was done on the website was updating the plugins whenever an update was released, other than that it was static.
3. How can we identify and fix such an issue if this reoocurs?
Thank you again for all your hard work, I'll test the website now.
1. I tried to translate the product that this is all about - "Kennerton Rognir MK2". This si the product that we need to translate and is waiting for the issue to be fixed. I clicked on the cogwheel, the ATE opened and everything was 100%, I click the bottom button to save and exit, and no English product was created. The issue remains.
2. I tried creating a new product called "test aaa1" and I click the "+" inside the product edit interface after I published the Hebrew version. The ATE took a long long long time to load, I mean telling me to hold on, eventually it did load and I got it to 100% and saved. No English product was created.
I decided to try to log in and out, and see if it has any effect.
I logged out, then logged in, then in the Products list interface I click the pen icon for product "test aaa1". The ATE loaded fast, it was already at 100%, I click the bottom button, and an English product WAS CREATED.
So I thought - great, let's finally get the real product translate and be done with it. I then returned to the products interface and click the cogwheel of "Kennerton Rognir MK2". ATE loaded and it was already at 100%, I then clicked the button, and NO ENGLISH PRODCUT WAS CREATED.
How can the product that actually needs to be translated (Kennerton Rognir MK2) be translated successfully? We still require help, it is still broken.
