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[Resolved] contents in prodcut archive page and product single page can't be translated

This thread is resolved. Here is a description of the problem and solution.

Problem:
You are trying to translate strings on the product archive page and product single page in WooCommerce using WPML. After updating the French content on the product archive page created by Elementor and creating a new product single page, the translated English content does not display.
Solution:
We discovered that some database records were blocking the proper communication between your site and the ATE's servers. To resolve this, we recommend running the following SQL queries on your database:

delete from wp_options where option_name = 'wpml.ate_sync.lock.key';
delete from wp_options where option_name = 'wpml.ate_sync.lock';

Please ensure to make a full backup of your site before applying these changes. If the issue persists after applying this fix, it might be due to other reasons or the solution might be outdated. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If this does not resolve your issue, please open a new support ticket at WPML support forum for further assistance.

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This topic contains 17 replies, has 0 voices.

Last updated by Mateus Getulio 2 weeks, 3 days ago.

Assisted by: Mateus Getulio.

Author Posts
October 25, 2024 at 8:18 pm #16332182

Mateus Getulio
Supporter

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

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

Hello there,

Thank you for your patience as we continue working on this issue. After a detailed review with our support team, we believe we may have identified a path forward to resolve this situation.

To proceed, we’d like to suggest a few steps:

1. Permission for a 'Reset' Approach: We have an option to reset the current Advanced Translation Editor (ATE) entries on your site and set up a fresh instance. This would allow us to transfer all translation memory, credits, and history back to the new setup seamlessly without you loosing anything. Would you be open to us trying this?

2. Activity Confirmation Around October 16: Could you confirm if the last time things worked smoothly was around October 16th? Additionally, if possible, could you let us know if any notable changes were made on or around that date, such as:
- Installing new tools or performance enhancements,
- Implementing site updates like theme or plugin changes,
- Or any other adjustments that could be relevant.

3. PHP Version Adjustment: We’ve noticed some PHP notices in your error logs, which could potentially impact the flow of the translations. Could you temporarily downgrade your PHP version to 8.0 and try sending a translation job from Translation Management? This may help us ensure optimal compatibility.

Thank you again for working with us on this. We’re here to assist with any further questions or details you might need.

Best regards,
Mateus
October 26, 2024 at 6:47 pm #16333592

jing-yingM

Hi

1.Permission for a 'Reset' Approach - Yes, you can reset (ATE) entries , It's better to test in the staging site.

2. I restored the staging site to 16,October version and I noticed that the plugins attached need to be updated, So I think that day I have updated them. However, This issue appeared on 9,October. I don't think it's related with these plugins. On 9,October I have updated the elementor plugin. I tried to deactivate the elementor plugin and added new one product, it doesn't work. The strings of short description of product (edited by woocommerce) not edited by elementor even can't be translated.

3. I downgraded the staging site PHP version from 8.1 to 8.0 , now it is 8.0 version. I added new one product for test , This issue still can't be removed.

Thank you

PHP version_downgrade.png
plugins.png
October 27, 2024 at 9:29 am #16334159

jing-yingM

Hi

Please reset (ATE) entries on the staging site, stop the test on the live site.
I think it's related to the reset ,the prodcuts I added on 9, October disappeared now. I restored my live stie.
Please do the test on the staging site. I have shared with you the staging site URL and login before.

Thanks for your cooperation.
October 28, 2024 at 12:06 pm #16337656

Mateus Getulio
Supporter

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

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

Hello there,

Thank you for letting us know regarding the changes that took place prior to the issue started.

I asked to our 2nd tier team if it is possible to have this change done only in the staging site, given that we're talking about a change that'd be performed on our servers and not necessarily in the site.

I'll let you know as soon as they analyze and give me a definitive answer.

Thank you.
October 28, 2024 at 7:46 pm #16339620

Mateus Getulio
Supporter

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

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

Hello there,

Just a quick follow up.

We'd like to perform a few more tests on the staging with the PHP 8.0.

I checked it in WPML > Support and in wp-admin > Tools > Site Health > Info but it looks like the version 8.1 is still selected:

PHP version 8.1.27 (Supports 64bit values)

Is that something you could assist us with, switching the staging to PHP 8.0?

Thank you, please let us know.
October 29, 2024 at 4:43 pm #16343600

jing-yingM

Hi

Thanks for your contact.

I have changed the PHP version of staging site from 8.1 to 8.0.

Please find the details in attachment.

Thank you

staging-site-php.png
November 13, 2024 at 10:31 pm #16400036

Mateus Getulio
Supporter

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

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

Hello there,

Thank you for your patience while we investigated this issue.

After a thorough and very complex investigation, our 2nd tier team identified that some DB records were preventing the proper communication between your site and the ATE's servers.

To fix it on the staging site, they ran a query to delete wpml.ate_sync.lock.key and wpml.ate_sync.lock records from the wp_options table, similarly to this:

delete from wp_options where option_name = 'wpml.ate_sync.lock.key';
delete from wp_options where option_name = 'wpml.ate_sync.lock';

After doing it, I'm able to create the translations just fine in the staging site.

Can you please make a full backup of the live site and try to apply the same fix in there as well to confirm that the issue is fixed?

Thank you, please let us know.
Mateus