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This topic contains 9 replies, has 2 voices.

Last updated by Carlos Rojas 2 months, 2 weeks ago.

Assigned support staff: Carlos Rojas.

Author Posts
July 30, 2019 at 10:56 am #4307015

Tom Shaw

Hello,

One of our clients is trying to send us pages for translation as part of a test process. It looks like the Capita service has been enabled correctly but when they select pages and send to translation, a message appears as shown in the screenshot attached.
There are no errors listed in the communications log. They have checked the 'Translation jobs' tab and cancelled any outstanding jobs that were 'waiting for translator, then selected less pages for the test batch and tried to send again but still see the same message. Do you have any ideas what is causing this, or any advice we can pass on to them?

Thanks.

Laura

July 30, 2019 at 4:35 pm #4309701

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hello,
Thank you for contacting WPML support.

1.- I would like to ask you to activate the debug mode in the site by following the steps described in this link: https://codex.wordpress.org/Debugging_in_WordPress and check if there is any errors in the debug.log file related to this issue.

2.- Please provide the debug information of the site. In this link you will find the steps to follow: https://wpml.org/faq/provide-debug-information-faster-support/

Kind regards,
Carlos

July 31, 2019 at 9:52 am #4313389

Tom Shaw

The client has provided information from the debug log. They have created a Capita account for sending translations to and entered the necessary credentials. Any advice on why this message is appearing and how they can send the pages successfully?

Thanks,
Laura

July 31, 2019 at 12:19 pm #4314241

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Laura,

Could you provide the last 10 lines of the content in the debug.log file? This way I will have more information to work with.

Regards,
Carlos

July 31, 2019 at 12:30 pm #4314313

Tom Shaw

Hi Carlos,

The client just provided a txt file which they copied the debug log text into. I copied all that information earlier. Below are the last 10 lines provided but I'm not sure this is what you are looking for:

_translations_cache":null,"icl_language_name_cache":{"name":"language_name","cache_to_option":true,"cache_needs_saving":false},"icl_term_taxonomy_cache":null,"wpdb":{"show_errors":false,"suppress_errors":false,"last_error":"","num_queries":117,"num_rows":0,"rows_affected":0,"insert_id":34519375,"last_query":"SELECT option_value FROM wp_options WHERE option_name = \u0027auto_core_update_failed\u0027 LIMIT 1","last_result":[],"queries":null,"prefix":"wp_","base_prefix":"wp_","ready":true,"blogid":0,"siteid":0,"tables":["posts","comments","links","options","postmeta","terms","term_taxonomy","term_relationships","termmeta","commentmeta"],"old_tables":["categories","post2cat","link2cat"],"global_tables":["users","usermeta"],"ms_global_tables":["blogs","signups","site","sitemeta","sitecategories","registration_log","blog_versions"],"comments":"wp_comments","commentmeta":"wp_commentmeta","links":"wp_links","options":"wp_options","postmeta":"wp_postmeta","posts":"wp_posts","terms":"wp_terms","term_relationships":"wp_term_relationships","term_taxonomy":"wp_term_taxonomy","termmeta":"wp_termmeta","usermeta":"wp_usermeta","users":"wp_users","blogs":null,"blog_versions":null,"registration_log":null,"signups":null,"site":null,"sitecategories":null,"sitemeta":null,"field_types":{"post_author":"%d","post_parent":"%d","menu_order":"%d","term_id":"%d","term_group":"%d","term_taxonomy_id":"%d","parent":"%d","count":"%d","object_id":"%d","term_order":"%d","ID":"%d","comment_ID":"%d","comment_post_ID":"%d","comment_parent":"%d","user_id":"%d","link_id":"%d","link_owner":"%d","link_rating":"%d","option_id":"%d","blog_id":"%d","meta_id":"%d","post_id":"%d","user_status":"%d","umeta_id":"%d","comment_karma":"%d","comment_count":"%d","active":"%d","cat_id":"%d","deleted":"%d","lang_id":"%d","mature":"%d","public":"%d","site_id":"%d","spam":"%d"},"charset":"utf8mb4","collate":"utf8mb4_unicode_ci","func_call":"$db-\u003Equery(\u0022SELECT option_value FROM wp_options WHERE option_name = \u0027auto_core_update_failed\u0027 LIMIT 1\u0022)","is_mysql":true,"categories":"wp_categories","post2cat":"wp_post2cat","link2cat":"wp_link2cat"}},"setup"]}]},"delegated":true}}}}}

July 31, 2019 at 2:03 pm #4315093

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Laura,
Thank you very much for your feedback.

I suspect there is an conflict between WPML and a third party functionality. For this reason I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Update all outdated plugins and themes.
- Flush any cache memory that might exists.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- Go to WPML -> Support -> Troubleshooting link -> Apply the troubleshooting steps pointed out in the attached image.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Regards,
Carlos

July 31, 2019 at 2:45 pm #4315459

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Laura,

Before you apply the steps above 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.

Also I kindly ask you to ask the client his permission to send this page as a test.

Looking forward to your message.
Regards,
Carlos

July 31, 2019 at 4:08 pm #4316371

Tom Shaw

Hi Carlos,

The client has advised that unfortunately the servers are all in a private subnet meaning they can only be accessed through a bastion host (Jump box). These hosts are locked down and have access to the entire infrastructure. They also do not use FTP as deployments are done via code deploy. As an alternative, they could provide a zip of the website if this would help.

While they could work through the steps you highlighted earlier it will considerably break the staging website something that will need to be planned in carefully. Due to the large amount of dependencies the website has, this would not be a trivial job to do. For example, they currently don’t have a default theme so this would need to be installed etc. The client would prefer to avoid having to do this as it will be a time consuming process for them.

Are there any other options you can suggest?

Thanks,
Laura

August 1, 2019 at 6:04 pm #4324605

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Laura,
Thank you for your feedback.

In this case the best scenario is to share a copy of the site and an example page to test. I have set your next answer private, there you will find a field where you can provide a download link with a copy of the site in a secure way.

Looking forward to your message.
Best regards,
Carlos

August 6, 2019 at 10:26 am #4346399

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Laura,
Thank you very much for the information provided.

Now I will only need an example page to test. In other words, a page (or group of pages) that is being sent to translation but gets stuck.

This way our 2nd tier specialists will be able to reproduce the issue.

Looking forward to your message.
Regards,
Carlos