This is to report that we are still stuck.
What I did:
- updated an article with no issues. Count went from 36 to 39, then down to 36, then nothing happens
- updated an article where the french translation is spinning (see screenshot). German and Spanish updated. French still unavailable.
Please provide more help, this is becoming critical for us. Moreover, we're nearing the end of the month, which means if this is resolved in September we'll pay more (as we won't benefit from the august volume discount)
I've checked your other support ticket but I'll need fresh debug information for an overview of your site's current setup. Because as per that old information, I see there's been addressed only WP Memory Limit issue, while I see WordPress and PHP versions incompatible.
OK, I'll try doing that but with all due respect the problem must not be related to PHP/Wordpress version: I was able to automatically translate 90% of our articles without an issue.
For instance, on the dashboard it tells me I have 39 posts & pages left to translate, and 387 translations waiting for review. But when I click on the 387, it shows 0 pending review.
I doubt this is because of PHP or WordPress version.
To be clear, I'll try to update those, but I don't want to waste time and we should pursue other leads in the meantime.
Also, like I mentioned, almost all the blocked jobs are for french translation. See screenshot.
Pretty sure if PHP/Wordpress versions were the issue we would see issues for all languages don't you think?
Thank you for taking that into consideration. The newer versions not only bring new features but also tend to fix previously known issues. That's why we always advise to keep the system (WordPress Core, Plugins and Theme) up-to-date.
PHP is needed for WordPress core and there's a reason WordPress has mentioned the minimum requirement for this.
For WPML, we do not support older versions of the plugin, since they tend to not work properly and that's why there are newer versions with bug fixes and features.
Same is the case with the translation editors and services.
Generally, I would agree with you for incomplete translations but we can not proceed until the system is upgraded as mentioned. Because these problems 'll get no resolution with the incompatible/older/outdated components in play.
Please note that recently there have been new updated versions for WordPress and WPML plugins.
Please remember to take full backup of your website and database before proceeding.
Once the said parts of the system are upgraded, try the followings:
- get latest debug information and share in your next reply for an overview of the system's current state
- refresh translation statuses
- if problem continues to appear, try WPML troubleshooting options (https://wpml.org/documentation/support/wpml-troubleshooting-options/)
- if troubleshooting does not help, check WPML -> Support -> Advanced Translation Editor -> Error Logs (almost at end of the support page) for errors and share first few latest lines in a screenshot
Please let me know and I'll try my best to help you fix the issue.
I've discussed with my CTO and we both agree we have low confidence this will resolve the issue. Like I said:
- the system worked just fine for 90% of the translations
- the system seems to be blocked on one language (french)
It seems pretty clear there's something blocking the translation, like a corrupted article or something like that.
Can we please escalate and start looking at the logs?
There's only 6 days left in the month so this becomes critical. Thanks.
And if this still does not help, please proceed with the followings.
May I ask for admin access to your website to check the issue in detail? You can create a separate admin user for this purpose, which can be deleted afterwards.
Also please provide following detail to investigate/observe the issue:
- detailed steps to reproduce the issue
- links to pages in admin and on frontend
- screenshots or screen recording if needed to explain
- any other relevant information to observe/investigate the issue
Please remember to take full backup of your website and database before proceeding. However, a staging/test site is highly recommended, because I may need to try some changes/fixes on the site, which may cause conflicts with the live site otherwise. Please confirm it in your next reply or let me know if you do not agree with the mentioned.
I've set your next reply as private to share this information safely.
IMPORTANT: If you don't see the section for providing access information, please do not write in the message box or the information may appear as public.
Before continuing on the site, I'll need your confirmation and approval on each of the followings, in reply to this message:
1) Is this your staging/dev site, since address looks like a live site?
2) Is it OK to try some changes/fixes and/or activate/deactivate/install a plugin on the site, which may cause conflicts with the other parts of the site?
3) Have you taken full backup of your website and database?
1/this is our prod site. We are not a content company, our wordpress site is only used as a CMS. We don't have staging or dev environment.
2/ No, please don't install/uninstall anything. If you want to try something, let me know first.
3/ This is done on a regular basis but not done specifically for this. That's why we don't want you to install/uninstall things. We gave you admin access in order to take a look at the logs and settings of WPML and suggest a fix.
