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This topic contains 27 replies, has 2 voices.

Last updated by Mateus Getulio 2 months ago.

Assigned support staff: Mateus Getulio.

Author Posts
May 24, 2022 at 2:33 pm #11293949

Mateus Getulio
Supporter

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

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

Hey there,

Sorry about this back and forth, but we're getting a hard time trying to reproduce the problem.

I have made a video replicating the steps you took, please check it out:

hidden link

So, are there any additional steps that we need to do in order to reproduce the problem properly? Please let us know.

Thanks,
Mateus.

May 25, 2022 at 9:50 am #11302077

Tim

Pls Mateus,

Check this video. This is on the live site staxxer.com. When i change the image the product goes not delivery

hidden link

May 25, 2022 at 3:41 pm #11308003

Mateus Getulio
Supporter

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

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

Hello there,

We tried to apply the same prices from the live website product version to the staging version, but so far the issue is not reproducible: hidden link

Unfortunately, it's very hard to debug an issue without experiencing it. Would it be possible that you provide us with the live website credentials? Please make a copy of the product, so that we can test the issue without affecting the original.

Just make sure to have a complete website and database backup before giving us the login details. Looking forward to your reply. Thanks!

Kind,
Mateus.

May 27, 2022 at 10:23 am #11325033

Tim

Hi,

you can login with the same login username en pass on staxxer.com/wp-admin

May 27, 2022 at 5:28 pm #11329375

Mateus Getulio
Supporter

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

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

Hello there,

We could reproduce a very similar issue on this dupe version of the product: hidden link

If we add the Dutch version, and then change the image on the English one, the Dutch translation will simply disappear. By chance, have you experienced this specific issue (and not the other one related to the products out of stock)?

Regardless, we have checked in the debug.log file inside the wp-content folder, and we can see some warnings related to the 'MoneyBird API integratie voor WooCommerce' plugin. I'm afraid that it might be causing a conflict with our plugin.

This plugin has an update available on your website - to the 3.49.0 version. Could you please try to update it and check if the issue persists? If still not solved I'll escalate this issue to our second-tier supporters.

Thanks, please let us know.

June 1, 2022 at 11:24 am #11361583

Tim

the problem is not solved yet. And we've been at it for 2 weeks. Can I call someone by phone or enable a teamviewer meeting because this is not how it works.

June 1, 2022 at 6:48 pm #11365415

Mateus Getulio
Supporter

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

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

Hey there,

Sorry about our back and forth here, but please bear in mind that we weren't able to reproduce the problem properly, and this is a fundamental step when debugging issues.

I have checked this out once again but so far I couldn't find a fix for it. I asked my colleagues to have a look at this issue in order to see if there's anything I'm missing.

I'll come back here as soon as one of my colleagues reply back to me (which it shouldn't take long).

Thanks a lot for your patience. Regards,
Mateus.

June 2, 2022 at 1:17 pm #11373463

Tim

I did send you a video of the problem. When i change the product image the product goes to no stock

June 2, 2022 at 8:01 pm #11376501

Mateus Getulio
Supporter

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

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

Hi there,

Thanks for your patience.

We're still investigating the problem. Our second-tier support team asked if the problem exists only with this product? Also, how many products are like this one?

Please keep us posted. Thank you!

June 3, 2022 at 8:10 am #11380453

Tim

It happend on every product

June 3, 2022 at 7:57 pm #11385007

Mateus Getulio
Supporter

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

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

Hi,

I have escalated this ticket to our 2nd tier of support where our 2nd tier specialists will take a deeper look at this issue and will try to find a solution.

I will get back to you as soon as I get an answer from them.

Best regards,
Mateus.

June 7, 2022 at 8:40 am #11401619

Tim

it takes really to long

June 7, 2022 at 5:07 pm #11406759

Mateus Getulio
Supporter

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

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

Hey there,

Thanks for your patience.

Upon further inspection, we could check that the product loses all variations when we change its image. That's why it becomes out of stock.

The variations are displayed only as a number, but not visible. This could be a database issue as the product were set to "Display as translated" mode. Regardless, the product should be re-created and translated with normal translation mode, and possibly the image should not be edited in the translation.

Instead, please use our addon 'Media Translation' to translate the image product. Please check the documentation related: https://wpml.org/documentation/getting-started-guide/media-translation/

Having said that, our recommendation is that you avoid to edit the translations directly in the WordPress Editor, since you're using the Translation Editor for creating the translations.

Please review these information, recreate (and retranslate) the product and let us know if it solves the issue.

Looking forward to your reply. Thanks!

Kind regards,
Mateus.