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This topic contains 11 replies, has 2 voices.

Last updated by ivanoA-3 2 months, 4 weeks ago.

Assigned support staff: Marcos Vinicios Barreto.

Author Posts
July 17, 2019 at 2:52 pm #4231431

ivanoA-3

I am trying to: update the language of a service

Link to a page where the issue can be seen: you must point the dns of prianomarchelli.it to 77.104.160.133

I expected to see: the translation

Instead, I got: a blank page with only the header.

When I publish the translation I see a blank page. Even if I translate the page with the wpml translation tool.

July 17, 2019 at 5:35 pm #4232641

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for contacting WPML Support. Before a more detailed look, please, try this basic troubleshooting:

1 - Make sure your server environment meets our minimum requirements as described at: https://wpml.org/home/minimum-requirements/, you can see your current values at your WordPress Dashboard > WPML > Support > Info menu.

2 - Disable all the plugins except the WPML related ones from your WordPress Dashboard > Plugins and see if the issue is gone, if so, activate one plugin at a time untill the culprit one is found.

3 - If the issue persists, temporary change to a default WordPress theme such as the 'TwentySeventeen' theme from your WordPress Dashboard > Appearance > Themes menu.

IMPORTANT: Please, note, a backup is required for security reasons and to avoid any data loss, you can use the https://wordpress.org/plugins/backupwordpress/ plugin for these backup needs.

Please, let me know if the steps above help to fix your issue. Have a nice day.

July 18, 2019 at 3:25 pm #4240149

ivanoA-3

thank you for your answer. I tried everything but nothing, still having a blank page with the header only when I try to see the englih page. I also tried to copied the entire site in a local machine eit flywheel but I had the same issue. What can I do?

July 18, 2019 at 5:28 pm #4241419

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the updates. I would like to request temporary access (wp-admin and FTP) to your site to take 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 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

Please, let me know if you need any additional details. Have a nice day.

July 19, 2019 at 5:53 pm #4247743

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the priovided details. I tried to access to connect yo your website with the provided FTP details, but it doesn't seem to be correct, can you review it please? The reason we need the FTP access is to turn on your WP_DEBUG mode and give a look in your error log files. A private reply is enabled for you, so you can safely resend these details. Thank you for your collaboration, have a nice day.

July 22, 2019 at 5:01 pm #4260207

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank for the updates. I tried your updated details, unfortunately it still doesn't work, here is what I tried:

1 - Updated FTP details.
2 - Hosts file updated to point to your provided IP'.

I get a 530 error 'Login Incorrect'. Can you double check it please? Thank you for your collaboration, have a nice day.

July 23, 2019 at 11:03 pm #4269237

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the updates. Unfortunately I still got the same error message when trying your FTP access details. In order to avoid any further delay in the resolution of your issue, please, try the following:

1 - Turn on the WP_DEBUG mode of your WordPress installation following our instructions at: https://wpml.org/documentation/support/debugging-wpml/

2 - Provide us with the error log files conent you find in your wp-content directory as soon as you enable the debug mode explained above.

Please, let me know when you are ready. Thank you for your collaboration, have a nice day.

July 24, 2019 at 7:17 am #4270957

ivanoA-3

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}

July 24, 2019 at 7:11 pm #4277139

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Please, take a look at my private reply above. Thanks!

July 25, 2019 at 10:43 am #4281909

ivanoA-3

Ok. Done. the migration is complete. hidden link

July 25, 2019 at 2:38 pm #4284319

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the provided details. I took a detailed look in your website settings using the migrated copy and noticed the cause of your issue is your custom sidebar 'Barra destra servizi' which didn't have a translation. I duplicated it to your secondary language (english) from your WordPress Dashboard > VC Sidebars and now your service english posts are working properly as you can confirm at: hidden link. You can go ahead and customize the translated version of your custom sidebar to meet your requirements. Please, let me know if you need any additional assistance. Have a nice day.

July 25, 2019 at 3:09 pm #4284563

ivanoA-3

My issue is resolved now. Thank you!