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Supporter timezone: America/New_York (GMT-04:00)

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This topic contains 26 replies, has 3 voices.

Last updated by Lauren 5 days, 18 hours ago.

Assisted by: Lauren.

Author Posts
May 14, 2024 at 1:45 pm #15625642

hans-christianP-2

I am encountering an issue with the taxonomy translation of the "Essential" service group within the Real Cookie Banner plugin on my WordPress site. Unlike other service groups, which are easily translatable via WPML, the "Essential" group does not appear in the WPML Taxonomy Translation interface on my production site.

This issue is peculiar to our production environment, as the staging site does not exhibit the same problem. On the staging site, all service groups, including newly added ones for testing purposes, are recognized and translatable by WPML.

May 14, 2024 at 2:26 pm #15626005

Lauren
Supporter

Languages: English (English )

Timezone: America/New_York (GMT-04:00)

I would like to request temporary access (wp-admin and FTP) to your staging 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.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of site files and database before providing us access.

- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link

May 15, 2024 at 8:01 am #15628160

hans-christianP-2

Hello Lauren,
Our staging site is behind a VPN and you will need to download the VPN certificate to access the site. In order to issue you the certificate I need a valid email address where our IT team can send you the VPN credentials.
Additionally, can the troubleshooting be done without FTP access?

May 15, 2024 at 2:42 pm #15631160

hans-christianP-2

Hello Lauren,

Could you please provide access to the form again so I can share the WordPress access credentials and FTP access? Is it possible to use SFTP instead to enhance security?

Thank you!

May 15, 2024 at 3:18 pm #15631260

Lauren
Supporter

Languages: English (English )

Timezone: America/New_York (GMT-04:00)

I have marked the next field as private so that you can safely send credentials. And SFTP will be fine.

May 17, 2024 at 12:11 pm #15639559

hans-christianP-2

Hello Mateus,
The VPN instructions are shared to your email: mateus.g@onthegosystems.com

May 17, 2024 at 8:02 pm #15640919

Mateus Getulio
Supporter

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

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

Hello there,

I checked it and it looks like despite not showing up inside Taxonomy Translation, the service group 'Essential' is properly translated in the front end, please check my screenshot.

It looks like you translate and edit the translations of the service groups by going to Cookies > Services (Cookies) and switching to the secondary language in the admin top bar.

I made some tests and it looks like 'Essential' is the only builtin service group, at least it is the only one I couldn't delete if I wanted to. Also, if I add new service groups, they're automatically shown for translation in Taxonomy Translation. It looks like the issue is specifically with the Essential group.

It looks like you mentioned that in the production site it shows up correctly, I can see this warning in the development site:

Real Cookie Banner: The license has been automatically deactivated because your website is running on a new domain. Please activate the license again!

Since it is working on the production site, I suspect this warning could be somehow impacting on the built-in service group that is not showing up for translation in the taxonomy translation.

In any case, can you please confirm that you can translate the 'Essential' service group and see your translation live on the front end following the steps I shared above?

Thank you, please let us know.
Mateus

banner.png
May 22, 2024 at 10:13 am #15656934

hans-christianP-2

Hello Mateus,

Thank you for your detailed message.

After reviewing the situation, I can confirm that the 'Essential' service category is not translated or connected properly. As a result, we have had to set up the same services twice, once in English and once in German, to reflect the services correctly to the user.

The correct scenario should be that when a service is set in the 'Essential' service category, we should be able to add a translation to it directly. However, in our case, I am unable to add the translation as needed.

I have shared a screen recording video (to your email) demonstrating the issue: hidden link

Please let us know how to proceed to resolve this issue.

kind regards,
Abhigyan

May 22, 2024 at 9:06 pm #15659784

Lauren
Supporter

Languages: English (English )

Timezone: America/New_York (GMT-04:00)

Please see my previous private reply and let me know once the migration is completed.

May 23, 2024 at 10:11 am #15662072

hans-christianP-2

Hello Lauren,

I wanted to let you know that the access provided to you in the previous private message (info in private message #15634688) is already for our development environment: hidden link

You can safely troubleshoot there without affecting our live site. The reason for providing you with access to our Dev environment is to ensure that any changes or tests do not impact our live site operations.

Additionally, the Dev environment has been replicated to have the same issue that needs troubleshooting as on the live site. This setup will allow you to address the problem in a controlled setting.

Thank you. I look forward to hearing from you.

Best regards,
Abhigyan

May 23, 2024 at 2:41 pm #15663839

Lauren
Supporter

Languages: English (English )

Timezone: America/New_York (GMT-04:00)

Yes, I see that you have provided access to staging. It will be much faster if we can migrate the site to the cloudways platform so that we can test internally. It is likely that this issue will need to be escalated, and more of our develoeprs will need access. WIth the cloudways copy of the site, we can manipulate and change things as needed to find a solution and once we find one, then we can apply it to your dev site and eventually the live site. I hope this makes sense.

May 24, 2024 at 9:40 am #15666712

hans-christianP-2

Hello Lauren,

I am unable to migrate the site to cloudways. I have attached a screenshot of what the error message is displaying.

best regards,
Abhigyan

Screenshot 2024-05-24 at 11.33.33.png
May 28, 2024 at 8:48 am #15677022

hans-christianP-2

Hi Lauren,

I am writing to follow up on the ongoing issue we have been working on. Could you please provide an update on the current status and any progress made so far?

Also, since I was not able to migrate to cloudways, could we go ahead with troubleshooting it on the staging site itself. If you need more users to be added or any other assistance that I can provide, do let me know.

thank you for your ongoing help.

best regards,
Abhigyan

May 28, 2024 at 2:07 pm #15679048

Lauren
Supporter

Languages: English (English )

Timezone: America/New_York (GMT-04:00)

The passcode link previously provided is no longer working for me. I get the error "data already viewed once or not available at all", so I am not able to access the staging site.

If you have a backup of your live site using something like updraft, I can use a backup to set up the cloudways site as well since the migration failed. Let me know if that would be an option.

May 29, 2024 at 11:23 am #15683104

hans-christianP-2

Hello Lauren,

Can you specify what is the issue you are facing with the password link? Is it the password for the VPN certificate? or Wp admin access? I can ask our team to issue you these again.

Also, for the second option, when you say backup, will a zip file with wordpress and database work? How will I send that to you?

kind regards,
Abhigyan