Background of the issue: I built a website using WordPress. The English pages used to work fine. I i...

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Supporter timezone: Asia/Karachi (GMT+05:00)

Tagged: Exception

This topic contains 40 replies, has 0 voices.

Last updated by Waqas Bin Hasan 1 day, 8 hours ago.

Assisted by: Waqas Bin Hasan.

Author	Posts
July 22, 2025 at 9:47 pm #17261358
jackZ-5	Good morning, dear. I have increased the wordpress memory limit of the server to 768M. I seem to have found the missing images. These images are under different languages. I searched for a specific image, then changed the language at the top of the page, and was able to find the image under different languages. For example, we can search for any product image under all languages: hidden link Under Vietnamese: hidden link, we can find VG1246010126 Under Spanish: hidden link, we can find 202V26101-7271 In Russian, hidden link, we can find 201V0114-5501 I haven't restored the official online website to its state before installing and using WPML. Do I need to restore it? What should we do now? How can we find all the images and move them all to the English section? Awaiting your guidance, thank you.
July 22, 2025 at 10:25 pm #17261387
jackZ-5	I don't think it's just a matter of moving product images from other languages to English. The main issue is WPML. Before installing and using WPML, all 689 media files were present in the media library. However, after installing and using WPML, the number decreased to 505, and some media files from English pages ended up under other languages. What could be causing this? Could it be conflicting with certain plugins?
July 23, 2025 at 5:32 am #17261606
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for the updates. Yes that's what we're trying to investigate and figure out. Please restore the site to pre-WPML state and let me know. I'll proceed and investigate as per the following steps: - I'll deactivate all other plugins. - Then 'll switch to a standard WordPress theme. - Then 'll install WPML, activate and configure it. - And 'll investigate and fix the images issue. --- and if needed, 'll escalate the issue to our 2nd tier team. By this investigation, I/we'll be able to understand and find: - if the issue is really coming from WPML. - or if there's any conflict, coming from a theme or plugin. - and 'll be able to provide you a proper fix. So I request temporary access (WP-Admin and FTP). It'll be great that if you can provider proper admin access with user/password and FTP access, instead of a login link which requires a 3rd party plugin. Your next answer will be private, to share this information safely. IMPORTANT: Please take a complete backup of the site to avoid data loss. I may need to activate/deactivate plugins also. See https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ for details on privacy and security. P.S.: If you don't see the section for providing access information, do not write in the message box or the information may appear as public.
July 23, 2025 at 9:56 am
July 23, 2025 at 1:15 pm #17264076
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for the updates, however, after login, it is asking for Wordfence 2FA code, can you please deactivate this plugin and any other security plugin which may prevent login successfully?
July 23, 2025 at 2:27 pm #17264421
jackZ-5	Hello dear, the 2FA authentication has been lifted. Please log in and check the website. Thank you.
July 23, 2025 at 10:39 pm #17265670
jackZ-5	Hello, Good morning, nice day. I have used wp-optimize to clean up unnecessary files, and now the website is working normally. Please log in and check the website. Thank you.
July 24, 2025 at 5:45 am #17265933
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for the updates. I am working on this and 'll get back to you accordingly. Please note that it may take some time and it'd be great if you don't make any change or do any work in the site, in the meanwhile.
July 24, 2025 at 8:49 am #17266502
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for your patience and cooperation. I installed and configured WPML and could see that image count drops to 505 (from 689). I then tried to reproduce the same issue with a few images, in a fresh sandbox site, where it didn't happen. So I've escalated the issue to our 2nd tier team for further investigation, along with a backup of your site. Here are hidden link">my screen recordings, which contain 2 videos: 1) Very long video (~30mins) showing everything I did in your site. 2) Short video showing as I tried to reproduce the issue in my sandbox site. Please note that I haven't translated anything in the site yet and it is better if you keep the site as it is, until the issue is fixed. Once these missing images issue is fixed, you can continue to translate. Please also keep the site access open (as you provided recently), so if I or our team need to apply any fix or patch, we can do so. I'll keep you posted about the progress, it may take some time, your patience and cooperation is highly appreciated.
July 24, 2025 at 8:55 am #17266571
jackZ-5	Hello dear, thank you very much for your help. You are very professional and dedicated. I am waiting for your second-level team to discuss and resolve this issue. I will not change any login passwords. Until I hear back from you, I will not log into my account or change any settings. I look forward to your reply. Thank you.
July 24, 2025 at 10:22 am #17266877
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for your patience and cooperation. Our team needs the site backup before WPML, can you please provide it? Please note that do not install that backup on current site which is already under observation. I've set your next reply as private, with appropriate fields enabled. We need full site backup in pre-WPML state, along with the database.
July 24, 2025 at 10:40 am #17266955
jackZ-5	Hello dear, thank you for your help. I backed up the website before installing WPML, and now the files are in the UpdraftPlus plugin. You can open this plugin and click “Restore All Content” directly. If you ask me to restore the website, I can restore it to the state before installing WPML, but when I do so, it is best for you to log out and not perform any operations. I await your reply regarding who will restore the website. Since the backup file is too large, I recommend that you use the UpdraftPlus plugin to restore it. If you still want me to send you the backup file for the website, please set your next reply to private. Thank you.
July 24, 2025 at 11:21 am #17267082
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Yes please send the backup file before WPML, we do not want to restore that on the current site. We'll use that file on our local and will compare with the current site. I've enabled your next reply as private.
July 24, 2025 at 12:23 pm
July 24, 2025 at 1:34 pm #17267711
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for the package, I've downloaded and have escalated to our team. I'll update you as soon as there's more to it.