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This topic contains 28 replies, has 2 voices.

Last updated by Carlos Rojas 2 years, 5 months ago.

Assigned support staff: Carlos Rojas.

Author Posts
September 7, 2018 at 5:07 pm #2715590

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

Our specialists consulted me about the video call and need more information in order to be able to fix the issue. At this point I haven't been able to see the issue hapening that's why I kindly ask you to consider if you could create a staging site that I can access or disable the IP block access temporarily.

Is one of this options possible?

Best regards,
Carlos

September 12, 2018 at 10:51 am #2727216

itzikE

Hi Carlos,
I have cloned the server and opened access for all.
can you set my next message to private so I can post the details?

Tnx Yaniv

September 12, 2018 at 3:52 pm #2728160

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

Thank you very much for create a staging site. I have set your next answer private.

Best regards,
Carlos

September 13, 2018 at 2:29 pm #2731983

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

I followed this steps:
- Edited the homepage in Japanese -> Added title and title field (custom field) with the japanese translation -> Saved the changes and now those fields are show correctly.

If you translate the other fields in the homepage and save the changes, does the issue persists?

Best regards,
Carlos

September 16, 2018 at 7:34 am #2738556

itzikE

Hi Carlos,
1. I'm unable to see the changes you have set, it still shows Gibberish.
please see the attached screenshot showing my browsing to the page, it also shows my Hosts file pointing to the new server.
2. please notice that ZH-HANT is traditional Chinese and not Japanese.

September 17, 2018 at 10:35 am #2740641

itzikE

Carlos?

September 17, 2018 at 1:35 pm #2741119

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi,

I just re-wrote some of the fields of the homepage, this time in ZH-HANT, you can see that the re-wrote fields now looks correct: hidden link

This issue is clearily in the live site's environment. I would like to ask you to create a new staging site and make sure that the database is set to the correct encoding. Does the issue persists there?

Regards,
Carlos

September 17, 2018 at 1:36 pm #2741121

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Also, please update all outdated plugins, specially ACF plugin, to their latest version.

Regards,
Carlos

September 18, 2018 at 5:17 am #2743554

itzikE

Hi Carlos,
Yes the page looks ok now.
All the plugins already updated to their latest.
This is a new staging site as i just cloned it.

Our live site is at Amazon while our staging site is on our On-Premises Data Center.

1. What do you mean by "This issue is clearly in the live site's environment"?
2. what should i check in the DB? it looks ok (utf8 see attached screenshot) as to what i see, I can also give you PhpMyAdmin access if you need (just edit the next reply to be hidden)
3. how should we fix the other fields as well?

Tnx Yaniv

September 18, 2018 at 2:45 pm #2745505

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

1.- I mean that the issue is on the live site environment because in my local copy of the site the issue never happened.

2.- I will have to take a closer look at the database to see if there is any difference with my local copy. I believe the fastest way is to import the database from local into the database of the staging site.

3.- I have set your next answer private so you can provide access to the staging site.

Looking forward to your answer.
Best regards,
Carlos

September 20, 2018 at 5:48 pm #2752915

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,
Thank you very much for the information provided but I don't have the putty installed.

I kindly ask you to follow this steps:
- Create a copy of the live site before making any changes.
- Deactivate all WPML plugins -> Go to pages -> Search for the homepage in japanese (this time you will have to search by title because it won't be languages) -> Visit the page.

If you still can see the encoding problem with WPML plugins deactivated then the issue is not caused by our plugins.

If the above happens, then the fastest way to solve the issue will be to make a database backup of the staging site and restore it in the database of the live site.

Please let me know if the issue was solved?

Note: As a test, you can install a copy of the site in a local environment and compare the result with the live site.

Best regards,
Carlos

September 23, 2018 at 6:22 am #2758345

itzikE

Hi Carlos,
As you can see this ticket is taking very long time and we haven't made any progress yet at ll despite i have followed all your requests and orders.

1. Putty is free software for both windows or Linux, why dont you just install it?
it is a one of the most common tools to use for Linux and WordPress environment.

2. Our issue is at our Staging site and not the live site, I have cloned a server for you to connect to and gave you all access you asked for.

3. The language is not Japanese but traditional Chinese.

Can you please escalate this issue?
please advice.

Tnx Yaniv

September 24, 2018 at 4:32 pm #2761266

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

I have escalated this ticket to our 2nd tier of support. Our specialists in the 2n tier will take a deeper look at the issue and will try to isolate its cause.

I will get back to you as soon as I have an answer.

Best regards,
Carlos

September 28, 2018 at 5:29 pm #2774520

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi Yaniv,

Could you tell me if the issue persists with new pages?

Looking forward to your answer.
Best regards,
Carlos