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This topic contains 16 replies, has 4 voices.

Last updated by The J 1 year, 5 months ago.

Assigned support staff: Yvette.

Author Posts
April 12, 2018 at 7:57 pm

oldrichH

I see this message after log in to WP:

timestamp request type component response extra
2018-04-12 13:26:240668 index wp_error wpml-config/config-index.json

code: http_request_failed
message: cURL error 6: name lookup timed out

It started appearing after migration to https. May be is necessary to change something in config.
I found one page in forum where this was discussed without solution and one with curl error 35.
For sure I asked my webhoster to check the errata, but I think that it is not the solution for me.
Now, working with WPML seems to be limited/slow.

I cannot provide duplicator package, bacause site is very big.

April 13, 2018 at 8:52 am #1618605

Yvette
Supporter

Languages: English (English ) Spanish (Español )

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

Hello

I logged into your system to verify the error message but could not see it.

Could you please tell me where this error message is displayed or what action I have to do to see it on your WP Dashboard?

Thanks

April 17, 2018 at 8:50 am #1656462

oldrichH

The error message is in WPML/Support page, but sometimes is displayed on the message bar.
Our WPML is working wrong since has been installed. We always have troubles, almost nothing is working as I expect, some translations hidden or not saved. Check our whole support history, it is really not usable solution. Today I received next complain from translator, that system is not saving data. I would like to stop using WPML and migrate to another solution. I spend many days, not hours, to fixing problems with WPML. It's really crazy...

April 17, 2018 at 9:47 am #1657664

oldrichH

Translators can not save their work. Also during making translation job I has a big problems with loading WPML backend sites.

April 17, 2018 at 10:22 am #1658392

Yvette
Supporter

Languages: English (English ) Spanish (Español )

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

Thanks for that.

1. Can you clarify if this error appears specifically when you have the problems with the Translation Services? or is that the error appears and then you have problems with Translation services?

2. Are you able to "provoke" the error reliably? e.g. your translator attempts to save a translation

3. I agree that so much maintenance would not make for a sustainable long term solution and I would like to escsalate this situation to our specialist. I am attempting to ping him now to be able to see what internal process I should follow.

If you could please answer the first two questions, this will help me communciate your situation to him.
Thanks

April 17, 2018 at 12:33 pm #1661053

George Botsev
Supporter

Languages: English (English )

Timezone: Europe/Sofia (GMT+03:00)

Hello!
I am George from second tier support.
I wanted to chip in here and probably be of some help for you.
The error that you are experiencing is cURL error 6: name lookup timed out.
I need to explain in more human words what that means.
cURL is a program on your sever that can connect to another server.
In this case, if you are using proffesional translation - it tries to connect with our server.
In order to connect with us - the cURL program needs to find out our server IP address and this is why it asks for probably api.wpml.org or cdn.wpml.org - depending on the case and tries to determine their IP addresses via DNS.
Now because you get error that is a timeout resolving the address - this indicates problem in either your DNS that your server use - responding slowly, or perhaps the sever is not responding at all - which is also possible if you don't have DNS server configured for use by your server.
My suggestion is that you ask your hosting provider for assistance about this and ask them to debug why this is happening.
It is also possible to work-around this by adding a static entry in your /etc/hosts file (your hosting company can do this) with the hostname of our servers and their IP addresses (that can be easy found from another computer). And this would eliminate that error as there would be no need to connect to a DNS server as the /etc/hosts file take precedence above DNS by default (if the server configuration was not altered).

I hope that these suggestions help you.

April 21, 2018 at 7:59 am #1737112

oldrichH

Hello,
support of my hosting confirmed, that connection to api.wpml.org or cdn.wpml.org from my server is ok. I should remaind that this problem probably appear after migrating site to https. Can be problem in this setting? May be wrong rule in htaccess or another setting?

Jiri

April 23, 2018 at 1:46 pm #1769683

Yvette
Supporter

Languages: English (English ) Spanish (Español )

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

Hello

1. Have you tried what George suggested here?

"...It is also possible to work-around this by adding a static entry in your /etc/hosts file (your hosting company can do this) with the hostname of our servers and their IP addresses (that can be easy found from another computer). And this would eliminate that error as there would be no need to connect to a DNS server as the /etc/hosts file take precedence above DNS by default (if the server configuration was not altered).
..."

2. You asked : "..this problem probably appear after migrating site to https"
My answer: I could not say, however, this would still remain an issue with your server settings that you need to get support from your server provider to sort out.

April 25, 2018 at 10:15 pm #1820521

oldrichH

I didn't change host files. My host says, that connection to servers specified is established without problems. This is complication #20 and I can not continue playing this game... At first I try to disable WPML Translation Management and try to use standard editor. If it will not help, I decided to migrate to another translation plugin.

April 26, 2018 at 7:35 am #1825492

Yvette
Supporter

Languages: English (English ) Spanish (Español )

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

I´ve pinged George again to see if he has any other inputs. He may respond here directly or to me internally. In any case, this ticket will be updated.

I´ve just connected to your site again and do NOT see the CURL error. Can you please tell me how to "provoke" this message/error on your site?

If needed, please set up a test case that can be easily repeated without interfering with anything you are working on.

On a side note, please understand that we all want the same thing: for you to have a site the is working trouble free. We do not want to play any kind of "blame game" but there are limitations to what we can support when the scope goes beyond the plugin. Server issues, in general, can be very tricky.

May 1, 2018 at 8:41 am #1909815

oldrichH

It worked, I haven't this problems before migrating to HTTPS. My translators can not save their work in translation management does't work. Also loading pages in WPML admin is problematic. Just if you can check the settings releated. I really don't know how to change host files on the server and why to do it, if my host says, that connection is ok.

Is there any way how to reinstall WPML as clean setup without loosing translation and relations?

May 1, 2018 at 9:58 am #1910803

oldrichH

I deactivated Translation management and activated again. Now I can save translations! But in the queue I see 1080 items waiting for translator, which are already translated (completed and displaying on the site)... My site is not under my control since using WPML. I am sure that my server enviromnent is OK. I am hosting about 30 websites, mostly on WP. I don't understand why, if I grant full access to my site, support can not help me.

May 1, 2018 at 10:08 am #1910889

oldrichH

Update: I logged as translator, and translations are still not possible to save.

May 1, 2018 at 2:10 pm #1913426

oldrichH

I cancel all open translation jobs, many of them I never created.
WPML is no able to duplicate some post content. Operation never finish. I just wanted to create again problematic 7 post translations to russian language. No possible. I am not using ANY translation service...

Communication log:
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Our agency has been in business since 2002, supports 60+ languages and employs thousands of native language speaking professional translators.","url":"hidden link","logo_url":"hidden link","project_details_url":"hidden link{project_id}","add_language_pair_url":"","custom_text_url":"","select_translator_iframe_url":"","translator_contact_iframe_url":"","quote_iframe_url":"","has_translator_selection":false,"project_name_length":128,"suid":"ec87968ba4f260c3872d0edccd130d16","doc_url":"https://wpml.org/translation-service/acclaro/","notification":true,"preview_bundle":false,"tms":false,"has_language_pairs":true,"deadline":true,"oauth":false,"oauth_url":"","popup_message":"","how_to_get_credentials_desc":"Acclaro will send you an API Token by email","how_to_get_credentials_url":"https://wpml.org/translation-service/acclaro/#retrieving-api-token","client_create_account_page_url":"https://wpml.org/translation-service/acclaro/#requesting-an-acclaro-account","custom_fields":[{"label":"API token","name":"api_token","type":"text"}],"default_service":0,"translation_feedback":true,"feedback_forward_method":"api","rankings":{"quality":0,"speed":4,"popularity":4}},{"id":33,"name":"Amesto","description":"Amesto is an internationally recognized provider of multilingual translations with the ability to translate in over 200 languages.","url":"hidden link","logo_url":"hidden link","project_details_url":"hidden link","add_language_pair_url":"","custom_text_url":"","select_translator_iframe_url":"","translator_contact_iframe_url":"","quote_iframe_url":"","has_translator_selection":false,"project_name_length":128,"suid":"cf3d9e7244ec6d0a5192462c93e81bee","doc_url":"https://wpml.org/translation-service/amesto/","notification":false,"preview_bundle":false,"tms":false,"has_language_pairs":false,"deadline":true,"oauth":false,"oauth_url":"","popup_message":"","how_to_get_credentials_desc":"Amesto will send you a Username, Password, and Customer ID to your email","how_to_get_credentials_url":"https://wpml.org/translation-service/amesto/#retrieving-amesto-credentials","client_create_account_page_url":"https://wpml.org/translation-service/amesto/#connecting-to-amesto","custom_fields":[{"label":"Username","name":"username","type":"text"},{"label":"Password","name":"password","type":"text"},{"label":"Customer ID","name":"customer_id","type":"text"}],"default_service":0,"translation_feedback":true,"feedback_forward_method":"manual","rankings":{"quality":0,"speed":4,"popularity":4}},{"id":39,"name":"Avilinga","description":"Avilinga is a multilingual marketing agency that goes beyond simple translation, offering complete linguistic solutions across all industries. With a dedicated team of creative linguists and a strong focus on IT integration and workflow management, Avilinga helps businesses to effectively communicate with their target audience in any market.","url":"hidden link","logo_url":"hidden link","project_details_url":"","add_language_pair_url":"","custom_text_url":"","select_translator_iframe_url":"","translator_contact_iframe_url":"","quote_iframe_url":"","has_translator_selection":false,"project_name_length":128,"suid":"f38976dca685689ebf19fd516fb4e918","doc_url":"https://wpml.org/translation-service/avilinga/","notification":true,"preview_bundle":false,"tms":false,"has_language_pairs":true,"deadline":true,"oauth":false,"oauth_url":"","popup_message":"","how_to_get_credentials_desc":"An Avilinga team member will email you a unique API Token","how_to_get_credentials_url":"https://wpml.org/translation-service/avilinga/#retrieving-api-token","client_create_account_page_url":"https://wpml.org/translation-service/avilinga/#requesting-an-avilinga-account","custom_fields":[{"label":"API token","name":"api_token","type":"text"}],"default_service":0,"translation_feedback":true,"feedback_forward_method":"api","rankings":{"quality":0,"speed":0,"popularity":0}},{"id":43,"name":"GPI","description":"GPI is a team of language, technology, project management and business professionals with over 20 years of extensive experience in translation services helping companies communicate and conduct business in any language and in any locale.","url":"hidden link","logo_url":"hidden link","project_details_url":"","add_language_pair_url":"","custom_text_url":"","select_translator_iframe_url":"","translator_contact_iframe_url":"","quote_iframe_url":"","has_translator_selection":false,"project_name_length":128,"suid":"bbfd2c9ae5d6d34b08719f8fcbde80d6","doc_url":"https://wpml.org/translation-service/gpi/","notification":false,"preview_bundle":false,"tms":false,"has_language_pairs":false,"deadline":true,"oauth":false,"oauth_url":"","popup_message":"","how_to_get_credentials_desc":"A GPI team member will email an API Key and API Secret Key","how_to_get_credentials_url":"https://wpml.org/translation-service/gpi/#receiving-api-keys","client_create_account_page_url":"https://wpml.org/translation-service/gpi/#requesting-an-account","custom_fields":[{"label":"API Key","name":"api_key","type":"text"},{"label":"API Secret Key","name":"api_secret_key","type":"text"}],"default_service":0,"translation_feedback":true,"feedback_forward_method":"email","rankings":{"quality":0,"speed":0,"popularity":2}},{"id":4,"name":"Old ICanLocalize Interface","description":"This is the old interface to ICanLocalize. To connect to ICanLocalize, look for the service called simply \"ICanLocalize\". If your site is still using this interface, please follow the <a href=\"https://www.icanlocalize.com/site/2017/12/wpml-3-9-workflow-for-new-icanlocalize-website-translations/\" target=\"_blank\">instruction for updating</a>.","url":"https://www.icanlocalize.com/wpml/registrations/new","logo_url":"hidden link","project_details_url":"http://www.icanlocalize.com","add_language_pair_url":"https://www.icanlocalize.com/websites/{project_id}/website_translation_offers.json","custom_text_url":"https://www.icanlocalize.com/websites/{project_id}/custom_text.json","select_translator_iframe_url":"https://www.icanlocalize.com/websites/{project_id}/language_pair","translator_contact_iframe_url":"https://www.icanlocalize.com/websites/{project_id}/translator_chat","quote_iframe_url":"https://www.icanlocalize.com/websites/ts_quote","has_translator_selection":true,"project_name_length":128,"suid":"6ab1000a33e2cc9ecbcf6abc57254be8","doc_url":"https://wpml.org/translation-service/icanlocalize/","notification":true,"preview_bundle":false,"tms":false,"has_language_pairs":false,"deadline":true,"oauth":false,"oauth_url":"","popup_message":"","how_to_get_credentials_desc":null,"how_to_get_credentials_url":null,"client_create_account_page_url":null,"custom_fields":[],"default_service":0,"translation_feedback":true,"feedback_forward_method":"api","rankings":{"quality":0,"speed":2,"popularity":5}}]
}

May 1, 2018 at 4:45 pm #1915637

oldrichH

Hello,
I discovered cause of this problem is another plugin: Require Featured Image
https://wordpress.org/support/topic/causing-wpml-hang/

Thank you,
Jiri