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This is the technical support forum for WPML - the multilingual WordPress plugin.

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This topic contains 17 replies, has 2 voices.

Last updated by Dražen Duvnjak 1 month ago.

Assigned support staff: Dražen Duvnjak.

Author Posts
February 23, 2021 at 3:34 pm #8155549

barbaraL-15

I have found that when WPML Multilingual CMS is active, there is no response to activity on the page of adding product to a cart. When I disable this plugin, the functionality works properly.

I have double-checked few things:
- I have proper memory limits
- I have PHP 7.4 and mySQL 57.31-34
- I have disabled current theme yet it didn't help.

February 24, 2021 at 8:42 am #8160529

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

thanks for sharing info about your issues.

Can you please follow the next steps:

Please make a backup before proceeding.

1) Does the issue happen on default language, 2nd language, or both?

2) Can you please check if the issue happens when only WPML plugins and WooCommerce activated, all other plugins disabled?

3) Please change your theme to the WP default theme and check if the issue happens.

4) Please go to WPML > Support > Troubleshooting > Clean up and click to run next:

- Clear the cache in WPML
- Remove ghost entries
- Fix element_type collation
- Set language information
- Fix post type assignment

5) Go to WooCommerce > WooCommerce Multilingual > Status > Troubleshooting > Check one option by one and click "Start" to run it.

Please let me know how it goes and don't hesitate to ask if you find any problem along the way or have doubts or questions about the steps mentioned above, I'll do my best to help you in the best way possible.

Regards,
Drazen

March 1, 2021 at 2:14 pm #8197921

barbaraL-15

Thanks for your instructions.

I have moved my site from staging to production and went trough all your points. Here are answers to your questions:

1) The issue has been happening on default language. English, as secondary language, works fine.
2) It happens even when only WooCommerce and WPML Multilingual CMS are active (and all other plugins are disabled).
3) The issue also happens on default theme (TwentyTwentyOne).
4) I've done it, yet the issue is still present.
5) Here, it is half-way success. Some synchronisations were resolved. However there is part of them, that after sync come back immediately. I have made a print screen for you, to see which lines it happens. Please note, that I have made one print screen at 14:11, and then, another one a minute later at 14:12 after refreshing the page - synced values came back to state before synchronisation 🙁

As my website is live, currently I have disabled WPML Multilingual CMS plugin and I've switched English products in shop catalog into "hidden".

Please let me know, what can I do to solve this problem with WPML Multilingual CMS?

Screenshot 2021-03-01 at 14.11.20.png
Screenshot 2021-03-01 at 14.12.05.png
March 1, 2021 at 2:29 pm #8198203

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

thanks for getting back and taking the time to test.

No worries about sync values coming back, that is normal, it shows a total number of all products, not a number that needs to be fixed.

In order to investigate this issue and to understand it better, I would need to access your website.

- Please share step by step guide on how can I check the issue.

- Please make a full backup of your site (files and database) and confirm it in your next reply. I might need to enable/disable plugins, switch themes and access your website database.

I would need to access both your site's wp-admin and FTP account. Be sure to provide both.

I have enabled the private username and password fields in your next reply.

You can safely add your information into these fields.

Thanks,
Drazen

March 4, 2021 at 12:49 pm #8227603

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello Barbara,

I have just been forward the email you have sent and for checking the issue in the next few 48hours.

For security reasons and for easier conversation and understanding, can you please keep the conversation in this forum ticket and reply about this issue solely here.

I see in the email you have shared FTP access, but I do not see WordPress access details (hidden link) which is needed for me to log in and check the issue.

Please provide them together with FTP in the next reply where I have enabled private designated fields.

If you are not sure about providing access to your live website and me doing test there, I can provide different steps/approach and you can simply migrate a copy of your site to our server, with few clicks in a plugin, where I can test it further safely without fear of breaking your live website.

Please let me know.

Thanks and kind regards,
Drazen

March 8, 2021 at 7:18 am #8248191

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

no problem, thanks for getting back.

I have logged in to check the issue, but I am afraid I do not see it.

I have tried adding products to a cart with WPML and without WPML, and in both cases, it works fine, products are added and showing on the cart page. Maybe I am doing something wrong.

Can you please check if the issue still happens and if yes, share with me steps on how can I see the issue?

Thanks and kind regards,
Drazen

March 11, 2021 at 9:19 am #8281985

barbaraL-15

I have double checked if the issue is valid. Unfortunately I still see it happens. Please look at my screen recording of using the website with WMPL Multilingual CMS plugin active: hidden link

Please pay attention what happens with product counter next to cart button.

March 11, 2021 at 12:58 pm #8284913

Dražen Duvnjak
Supporter

Languages: English (English )

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

Please check my private reply above and let me know if you agree with the suggestion and when the migration finished, so I can debug the issue further.

Thanks and kind regards,
Drazen

March 11, 2021 at 2:51 pm #8286265

barbaraL-15

Dear Drazen,

I am about to make a migration as you mentioned in the private message. However, in this message is missing SFTP password. May you suplement it?

March 11, 2021 at 4:08 pm #8287673

barbaraL-15

Dear Drazen,

Please be informed, that the migration is ready. You may proceed with further actions.
Waiting for feedback from you when you find a solution to the issue.

March 12, 2021 at 7:51 am #8291181

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

thanks for getting back and taking the time to migrate.

I have checked the migrated website and tried different things to fix the issue, but with no success. I could still see the issue when using Shopkeeper theme.

I am sharing this ticket and issue with our 2nd tier to check and advise.

I will update you soon.

Kind regards,
Drazen

March 12, 2021 at 2:18 pm #8294831

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

thanks for the patience, our 2nd tier has checked and advised on this case.

We suspect the issue is caused by the cache files / server-side cache system.

1) At your site, the issue happens like this:

- user adds the product – counter goes 1 and then 0. Then when the user navigates to the shop page, the counter goes from 0 to 1, which is correct, and the cart number /page is refreshed and not loaded from the cache as it was on the product page.

2) After enabling/disabling plugins and theme on Cloudways migrated website, the issue is not happening there, which give us thoughts issue is specific to your server/environment.

Please go to the migrated website and try to replicate and see if the issue still happens there:

Link:
- hidden link

3) Please check with the hosting support if any caching system or similar is enabled on your server that could be causing these issues. Please share your video with them also.

Please let me know how it goes.

Regards,
Drazen

March 16, 2021 at 12:33 pm #8321051

barbaraL-15

Dear Drazen,

My hosting provider (home.pl) has checked the issue. The specialist has tested on several devices if the bug is issue is present. The issue was present to him only on selected browsers.

The final feedback from them was that it isn't the server/environment-specific issue. In their opinion it is website-specific issue. They have proposed to evaluate if they are able to solve. If yes, they will fix it for an additional payment upon the cost estimate.

I am a bit lost... I don't want to pay extra money for solving my issue, as I've already paid for WPML plugin.

Are you able to help me somehow with solving the issue without a need of third-party paid services?

March 17, 2021 at 6:48 am #8327863

Dražen Duvnjak
Supporter

Languages: English (English )

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

Hello,

thanks for getting back, I completely understand you.

Did they say what is causing the issue? Is it caused by some caching system from hosting?

Since if it is website specific and caused by some 3rd party plugin/theme in combination with WPML, we would be able to evaluate and check further on our side.

But as you can see on a copy of your site, I do not see the issue (hidden link).

What I suggest is that you check migrated copy on our servers and try to reproduce the issue there and share with us steps/video of the issue happening there. This will either prove the issue is site-specific, happening, and we can check it further on the copy on our hosting or it is server-specific and it doesn't happen on another hosting.

Please check and let me know how it goes.

Thanks and kind regards,
Drazen

March 17, 2021 at 12:32 pm #8332075

barbaraL-15

No, they didn't give any specific indication. Instead, they have proposed to make a paid audit to validate the nature of this issue.

In terms of the copy of the site on Cloudways hosting, I do confirm that the issue isn't present here. Both, on Chrome and Safari, the site works fine.