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This topic contains 49 replies, has 4 voices.

Last updated by Sumit 11 months, 2 weeks ago.

Assigned support staff: Ahmed Ibrahim.

Author Posts
August 1, 2019 at 2:33 am #4318335

reiL

Hi there,

We updated the plugins throughout our system earlier this month and recently we have noticed that complete translations from the LionBridge service are not being returned and showing on the WPML dashboard for our THAILAND instance.

General information:

hidden link
hidden link

Previous plugin versions:

sitepress-multilingual-cms Version 4.0.7 (this is the main plugin)
wpml-string-translation Version 2.8.7
wpml-translation-management Version 2.6.7
wpml-media-translation Version 2.3.7
woocommerce-multilingual Version 4.3.6
acfml Version 0.8
wpml-all-import Version 2.0.6

Having checked the Lionbridge dashboard they are showing that the content has been translated: hidden link

However, when we check the translation status on our website within the WPML "Translation Management" the translations are not showing:

hidden link
hidden link

Also, we have sent some pages for translation and they are not translated by the service provider yet, but they are indicated as translated on the website:

hidden link
hidden link

On the live LionBridge service, originally a set of 61 products were sent for Thai translation and they were confirmed as "completed" on the LionBridge platform: hidden link. But within WPML it was showing "0" outstanding translations: hidden link.

Also another set of 103 products were still "In progress": hidden link. But WPML showed 0 translations "in progress": hidden link.

We have now switched to the testing LB service and the same thing is happening.

Can you please look into that? This has only been reported on our THAILAND instance, but this would likely need to be fixed globally across our site.

Please let me know an email address to use to give you access to login to the back-end of our system and we will create you a user. Once we have that we will setup your account and give you the access details so please set our next reply to be private.

Many thanks,
Adrian

August 1, 2019 at 5:39 am #4318901

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Hi Adrian,

I will help you with your issue.

Please send the missing jobs again to the translation service, then ask the TS to use the translation memory to re-translate without extra cost, then re-deliver the content to your site.

Please don't make any changes to the document once you send it till you get the translation.

You can start with a single product check if that works as expected and do the same for the rest of the products.

Please let me know if that works for you.

Kind regards.
Raja

August 2, 2019 at 7:09 am #4327317

reiL

Hi Raja,

Thank you for letting us know about that. We are in discussions with LionBridge about actioning that. They will be trying to re-upload the files today to see if that fixes the issue.

If we that does not solve the issue and resubmitting the project does not solve it as well I will let you know.

Many thanks,
Adrian

August 2, 2019 at 9:36 am #4328573

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Sure, Thanks for understanding, Let me know if you still have issues.

Regards
Raja

August 9, 2019 at 4:00 am #4367271

reiL

Hi Raja,

LionBridge re-uploaded the translated project to their platform and we successfully fetched it from WPML. However, we still have 1 submitted project from thailand sub-site, and I can't find it under Translation Dashboard or Translation Job. LionBridge just completed this project yesterday and I can't fetch it again. It seems all submitted project disappeared but after I search using the filter as screenshot attached, I found 103 items translation completed, which match with the project submitted to LionBridge (screenshot attached)
It seems the translation not yet been fetched but the status changed to completed, would you please take a look

August 9, 2019 at 7:42 pm #4372675

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Thanks for the information, Please share temporary access to your site. 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.

I might need to have a closer look into the issue. I will escalate the issue to the translation proxy team with all the obtained information.

Kind regards
Raja

August 13, 2019 at 12:20 pm #4387915

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

I have got some server error while trying to gather information about the issue. May its temporary. Let me try to access after some time.

August 14, 2019 at 4:39 am #4392419

reiL

Hi Raja,

This was likely a temporary error that you saw yesterday. Were you able to gain access after you tried again or is it working today for you?

It has come to our attention that this appears to be occurring on another instance, KOREA, which I have granted you temporary access to within our WordPress back-end so you can check this. Some content was sent for translation last week through LionBridge (translation service) and we were notified that these had been completed. However, when we went into WPML to check this it showed that the translations could not be collected:

hidden link

Also, now when you open up the "Translation Jobs" section it shows this error message:

hidden link

Could you please look into that and see if it is caused by the same issue that happened for our Thailand translations and how it can be fixed?

Many thanks,
Adrian

August 14, 2019 at 10:09 am #4394041

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Thanks, I am able to access the site,

I have requested the second tier to take a deeper look into the issue. I will let you know once I need some more information.

Kind regards
Raja

August 15, 2019 at 4:19 am #4399093

reiL

Hi Raja,

Thank you, we will await further news from your end.

Adrian

August 16, 2019 at 5:31 am #4404737

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

I have escalated the issue to the translation services team, Either a member from the translation services team will contact you or I will pass on the updates from them.

Regards
Raja

August 21, 2019 at 4:33 am #4428029

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Hi, Our Translation proxy specialist Ahmed is looking after your issue, Due to Two Factor authentication he is unable to access the site.

Please create a new account for him use his email ahmed.i@icanlocalize.com . This will enable him to fasten the debugging process. Please let me know once done.

Kind regards
Raja

August 21, 2019 at 5:37 am #4428099

reiL

Hi Raja,

I had created account for him, and sent him some details separately. Thank you.

Regards,
Rei

August 21, 2019 at 5:40 am #4428103

Raja Mohammed
Supporter

Languages: English (English )

Timezone: Asia/Kolkata (GMT+05:30)

Thanks, I have informed the same. I will keep you posted with any updates.

August 21, 2019 at 3:23 pm #4432963

Ahmed Ibrahim
Supporter

Languages: English (English ) Arabic (العربية )

Timezone: Africa/Cairo (GMT+02:00)

Hi, this is Ahmed Ibrahim from the TP integration team, and I will help you with the issue.

I have checked your configurations and your projects history as I can see the following:

- First, you were using the domain "hidden link" and was connected to the project "7203"
- Then you changed the domain to be "hidden link"
- Then you sent your jobs from the new domain
- And before you receive all the translations you changed the project, maybe you deactivated and activated the service again, which made your site connected to another project now and made it hard to get the jobs from the old project.
- So at first, we have to connect your site to your old project again, then we can try to get the translated files.

So please add the following script to your functions.php file at your theme main folder, and refresh the back-end one time then remove the script and update me to check if you have connected your site to the old project correctly.

function reconnect_with_project() {
    global $sitepress;
    $service = TranslationProxy::get_current_service();

    $translation_project = array(
        'id'            => 7203,
        'access_key'    => "c6bcab34409d2f9a760d523966d615efa9d87d2d7c6385ec79d286f4cb337f56",
        'ts_id'         => "",
        'ts_access_key' => "",
        'extra_fields'    => array()
    );
    if($service !== false) {
        $translation_projects[ TranslationProxy_Project::generate_service_index( $service ) ] = $translation_project;
        $sitepress->set_setting( 'icl_translation_projects', $translation_projects );
        $sitepress->save_settings();
    }
}
add_action( 'admin_notices','reconnect_with_project' );

Also, please go to WPML -> Translation Management -> Translation Jobs, and then send me a screenshot to the jobs that have been completed at your service and still "in progress" at WPML.

Best regards.