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This topic contains 19 replies, has 2 voices.

Last updated by erikM-9 6 months, 2 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
April 27, 2021 at 4:26 pm #8637687

erikM-9

Tell us what you are trying to do?

I am trying to connect our website to the SDL language translation service (hidden link)

What is the link to your site?

hidden link

April 28, 2021 at 10:31 pm #8648803

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

1. Can you please tell me the exact steps that you are following to reproduce this issue?

2. Can you please let me know if there's any error that you see on your screen and that you can share with us?

Also, any screenshots or screen recordings can help us better understand what you are dealing with.

I will be waiting for your response.

Mihai Apetrei

April 29, 2021 at 3:17 pm #8655775

erikM-9

Exact Steps:
1. Go to WPML > Translation Management > Translation Services (tab)
2. Find "SDL Language Cloud TMS" in list of available services
3. Click "Activate"
4. Click "Authenticate"
5. Enter my credentials & click "Submit"

The returned message is:
"The authentication didn't work. Please make sure you entered your details correctly and try again." (see attached screen shot).

I have double checked the credentials and they are correct.

Screen Shot 2021-04-29 at 8.13.40 AM.png
April 30, 2021 at 9:33 pm #8665389

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there and thank you for the update.

I would like to request temporary access (wp-admin and FTP) to your site to take a 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 the 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

I will be waiting for your response.

PS: Please note that I won't be working on the weekend so I will be able to get back to you Tuesday next week.

Kind regards,
Mihai Apetrei

May 4, 2021 at 1:34 pm #8685789

erikM-9

Do you have an update on this issue?

May 4, 2021 at 3:51 pm #8687209

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there and thank you for the credentials.

I can confirm that I was able to log in successfully.

Also, sorry for the delayed response - we currently have a pretty full ticket queue while some of us also had a couple of national holidays in our countries due to the Easter celebration.

Things should move faster now that I am back.

I escalated this issue further and I am still looking forward to getting an answer from one of my colleagues in the Languages Services department.

As soon as I have any feedback, I will get back to you ASAP.

I'm leaving the ticket assigned to myself for the moment.

Thank you for your patience throughout the debugging process.

Mihai

May 5, 2021 at 6:34 pm #8698057

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

I just wanted to let you know that you are not forgotten 🙂 and that this issue got escalated even further, into an internal ticket, and one of my colleagues is already working on it.

We will get back to you as soon as we have more information.

Thank you once again for your amazing patience.

Mihai

May 6, 2021 at 12:19 pm #8704389

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

My colleagues need the SDL credentials so that they can test this situation.

Can you please share those in the private fields I am enabling below?

You can change your password first if it is a personal one and generate a new one for test purposes.

I will be waiting for your response.

Thank you!

Mihai

May 6, 2021 at 1:23 pm #8705007

erikM-9
May 6, 2021 at 1:24 pm #8705107

erikM-9

There is not a private field for me to enter the credentials. Please help.

May 6, 2021 at 1:45 pm #8705405

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

Let's try again: you will see a private area below my reply where you can add those credentials.

May 6, 2021 at 2:05 pm #8705599

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Thank you for the credentials.

I can confirm that the credentials are private.

We will get back when we have more information.

Mihai

May 7, 2021 at 4:33 pm #8715801

erikM-9

Hello Mihai,
Could I get an update on the status of this issue?

May 7, 2021 at 8:50 pm #8716849

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

My colleagues are still investigating this issue and that is why we were not able to get back to you yet.

This situation is being tested on your site and on a testing server so it might take some extra time until we have a solution for this.

Thank you for your patience throughout the process.

I'm leaving the ticket assigned to myself for the moment.

Mihai

May 10, 2021 at 4:39 pm #8732103

erikM-9

Hello Mihai,
Has there been any progress?