This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

This topic contains 14 replies, has 2 voices.

Last updated by markoR-6 1 month, 3 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
July 23, 2019 at 3:25 pm #4267389

markoR-6

Hi, in hidden link the english version hidden link is ok, but the flag does not appear on main menu... can you help me? Thank you!

July 23, 2019 at 4:32 pm #4268139

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

I would like to request temporary access (wp-admin and FTP) to your site to take a 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 the 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

I will be waiting for your response.

Kind regards,
Mihai Apetrei

July 24, 2019 at 3:05 pm #4275965

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

I spent some time on the site and I was not able to make things work.

I was also not able to find the theme that you are using in our official WPML-compatible themes directory from the link below so my guess is that this might be a compatibility issue:
https://wpml.org/documentation/theme-compatibility/

I created a sandbox testing environment on the link below:
hidden link

WPML + the WPML add-ons are already installed and I set up the same languages like the ones on the live site, all I would need from you is to install the theme and try to recreate the issue (the idea of a clean sandbox environment is to avoid as much as possible to add any other extra plugins that are not needed, so we would need just the WPML plugins and whatever is needed to recreate the issue - theme or plugin - I think that in our case, is the theme that you are using).

If the issue is going to happen on our servers, too, that's when I can forward this to our Compatibility department developers as I think this might be a compatibility issue after all.

Will you please let me know when that's done and what is the result so that we can move forward with this?

Thank you very much for your cooperation.

I will be waiting for your response.

Kind regards,
Mihai

July 27, 2019 at 4:11 pm #4293917

markoR-6

Ok, theme installed, 2 pages created, no plugins installed, the problem is the same...

July 29, 2019 at 1:21 pm #4300141

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for the confirmation.

I will get in touch with our Compatibility team and see if they can do something about it.

From what I can see, the flags show up with a default WordPress theme so I'm guessing that this is a compatibility issue between the theme that you are using and WPML.

I will keep you up to date as soon as I have new feedback!

I will also leave this ticket assigned to myself for the moment.

Kind regards,
Mihai

July 31, 2019 at 1:28 pm #4314735

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for your patience.

I wanted to let you know that his issue has been reported to our compatibility team and I am now changing the status of this ticket to "Escalated to Compatibility team".

I will get back to you as soon as I get an answer from the team.

Kind regards,
Mihai

August 5, 2019 at 9:40 am #4339425

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

I am getting back to you to let you know that I have feedback regarding this compatibility issue.

Can you please give me FTP access so that I can try to implement the code that the Compatiblity team suggested?

I am enabling the private fields below and I will be waiting for your response.

Kind regards,
Mihai

August 5, 2019 at 2:52 pm #4341459

markoR-6

Hi, give me your mail and i'll create an account for that website...

August 7, 2019 at 3:16 pm #4356429

markoR-6

Sorry but i made a mistake. The server requires the IP address, not the mail... Sorry...

August 7, 2019 at 4:18 pm #4356743

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

Unfortunately, even if I share my IP with you, it is dynamic and it changes constantly.

Is there another way where for example the hosting company can allow a specific country (I'm based in Bucharest, Romania).

I will be waiting for your response.

Kind regards,
Mihai

August 14, 2019 at 6:24 am #4392637

markoR-6

Try:
hidden link
5203132@aruba.it
Emma2006

If ftp client doesn't work, try from admin.aruba.it

Let me know if it works...

August 14, 2019 at 7:33 pm #4397187

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for the FTP credentials.

I was able to log in successfully.

It seems that something is currently wrong with the code I received.

I wrote to my colleagues inside the internal ticket that I have created and I will get back to you as soon as I have new feedback.

I am leaving the ticket assigned to myself for the moment.

Kind regards,
Mihai

August 16, 2019 at 8:58 am #4405505

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

I wanted to let you know that I am still waiting for feedback regarding the code and I will not work on the weekend so if I won't have any update today, I will get back to you at the beginning of next week.

I wanted just to update you and let you know that I did not forgot about you.

I am also leaving the ticket assigned to myself for the moment.

Kind regards,
Mihai

August 16, 2019 at 3:32 pm #4407281

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

My colleague got back to me and it seems that the custom code doesn't have to go in the main functions.php file from the theme's directory, but instead, inside the "tour-theme'-folder/includes/functions.php" file.

I will also attach a screenshot so that you can see the custom code that I added (it's in red).

At the moment, I don't see the flag on the main language either, so my guess is that you currently disabled it. Also, the credentials that you gave me for the site don't work anymore but after you clear all the cache and re-enable the flags on the main menu, the flags should show up in the /en version, too.

Please let me know how that goes.

I will be waiting for your response.

PS: Just a note that I won't be working on the weekend so I will be able to get back to you at the beginning of next week.

Kind regards,
Mihai

August 23, 2019 at 1:07 pm #4447493

markoR-6

Sorry but i was on holiday, i will check next week, thank you!