I don't know, it's a theory. I can't escalate the issue without a way to reproduce it. Can you please create a staging version, and check if the issue is also happening there?
This will give us the necessary information and context to investigate. At the moment, the issue is not present on your live website, and it's not occurring on my copy, with WPML active. I don't have anything to escalate. I know this is taking a lot of back and forth, but it's an unusual situation, where it's hard to reproduce and pinpoint the issue. With your collaboration, we can continue.
You do not read my messages in this conversation at all!
Am really disappointed from support like this one here and will try to escalate this case my self.
You said "At the moment, the issue is not present on your live website," YES because I turned off the custom menu because this plugin is making issues and it`s just not work!
AM forced to switch to a default menu and I explain this to you last week but you do not read anything what am writing, so cannot continue to work with you.
So either send the case to someone else, or I will escalate it to your manager.
I read all your messages. The fact that I pointed that *at the moment* the issue is not present on your live website, does not mean I didn't acknowledge that before. I'm just brining that out to describe the current status of the issue. I'm sorry that you're frustrated with our support. I'll find another supporter to take care of this issue.
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Timezone: Europe/Zagreb (GMT+02:00)
Hi, I will resume working on this ticket and want to confirm that I understand your reproduction steps correctly. Can you please confirm that the following list is accurate?
1. Activate only WPML, WPML String Translation, WP Fastest Cache (and Premium), Avada Core, and Avada Builder.
2. Disable all other plugins.
3. In WP Fastest Cache:
* Enable “Delay JS” → Save
* Disable “Delay JS” → Save
* Delete Cache + Delete Minified CSS + Delete Minified JS
4. Visit this URL: hidden link
Refresh repeatedly until it shows “Complete.”
5. Open a new incognito window (logged-out).
6. Visit hidden link
7. Test the mobile menu on the default language and check if the submenu dropdown icon works.
8. Result: The dropdown fails only when WPML + cache + completed preload + logged-out user.
Please confirm if these steps are 100% correct.
Also, am I allowed to perform these tests directly on your site?
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Hi, yes, all steps are correct. But as I mentioned before, I switched the menu to the Avada default one because of the problem, and now it's difficult to test anything properly.
I'm currently running Google Ads and don’t have time to continue searching for the issue. I already spent two weeks on this, which even caused a Google penalty for slow website speed.
I just wanted the page to work, no matter if it was slow, but even that didn’t work properly.
Your collage have a copy of my website which is with the problem menu. May be you can try it.
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Timezone: Europe/Zagreb (GMT+02:00)
In the Loom video recorded by my colleague Lucas, who also ran the same tests on a clean environment, he wasn’t able to reproduce the issue either, which points to the problem not being caused by WPML alone.
Since the behavior can’t be reproduced locally or in a standard server setup, it’s very likely the issue is related to the specific combination of server configuration, caching, and how the live environment handles WPML’s language/session logic.
Testing this on my local machine would most likely give the same result as Lucas’s test, so it wouldn’t provide meaningful troubleshooting data.
The best next step is to work with a staging copy of your site on the same server, as previously suggested. This will let us safely test and confirm whether the issue is caused by server-level caching, CDN, object cache, or other environment-specific settings.
If you already have a staging environment, we can use that.
Hi, yes, I get it, and I was always wondering why you keep doing local tests for my case. I have given you full access to my website, and instead of troubleshooting directly, you just copy and clone my site and work locally. I don’t understand this. Of course it will give you different results, and we’ve been stuck in this situation for a month now. The troubleshooting process on your side has been wrong from the beginning. What you are asking from me could lead to the same results, it won’t replicate the actual situation. At the very least, Avada will be unlicensed! And one important thing to mention: I still have not seen a full video from your colleague testing the issue all the way through. I still haven’t seen you fully reproduce my issue. Last time, with the incognito mode, he just told me he did it but didn’t show me anything. In order to test the issue properly, I need to switch back to the custom menu and give you access to my website again. This means we are going back to the very beginning, where everything started. Now I have to explain everything again and work with another agent, wasting more and more time and putting my website at risk, because when you had the opportunity, you thought the best idea was to copy my site and work locally. I’m not even sure you have the right to do that, nobody ever informed me that you would clone my website when I gave you access. I only saw this in the videos, and I was shocked.
Anyway, the situation is terrible, and I cannot easily switch my custom menu right now, because I am losing money and clients. I know that my frustration won’t solve the issue, and I know I’m in a difficult situation. I just didn’t have luck with the support agent, that’s all. In the beginning, when we were looking at the issue for the first time, I was sure he understood it and saw what was happening. But then in the next message, he wrote to me as if he hadn’t been there and had no clue about certain details we had discussed.
I understand that this can be a complicated issue between Avada and WPML, but you also said there are no known issues between Avada and WPML or between the Fastest Cache plugin and WPML. Well, here we are, you have a new bug to solve. Why should I be the one suffering from this now?
Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
Thank you for explaining your situation in detail.
Given the nature of this issue, testing directly on the live site is not a safe or reliable option in this case (as you outlined). The reproduction steps involve cache flushing, preload, and repeated configuration changes that can affect performance and active visitors. Repeating these tests on a production site risks disrupting your business and can also produce inconsistent results.
A local copy doesn’t accurately reflect server-level behavior, and repeated live testing isn’t safe, which realistically leaves one practical option: using a staging environment on the same server.
This isn’t about avoiding work. It’s about being able to reproduce the problem in the correct environment, test safely without affecting real users, and isolate server-level caching and CDN behavior in a controlled way.
Testing on a staging copy doesn’t require changing your live menu or disrupting your current setup.
At this point, I don’t want to suggest steps that are unlikely to give reliable results.
The most practical next step is to create a staging copy of your site on the same server and run the tests there. If you already have staging, we can use it. If not, your hosting provider can usually set this up quickly or maybe you can go with https://wordpress.org/plugins/wp-staging/ or similar plugin
Hi, thank you for your understanding!
I mentioned this before somewhere in the messages here in this chat, but I will repeat it. I have one more website on the same hosting with the same configuration. This website has exactly the same issue. Only the domains, the Avada license cache, and the WordPress databases are different. The issue is 100% the same.
I didn’t mention this specifically because I was thinking that if a solution is found for this website, then I can fix the other one as well.
I don’t know if this helps in any way, but it’s just a fact. I will try to create a subdomain and duplicate the installation there to give you access, but finding time for this is very difficult at the moment.
Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
If the second website on the same hosting shows the exact same behavior, that strongly supports the idea that the issue is linked to the server environment rather than to WPML, Avada, or the site’s content itself.
Regarding the staging setup, there’s absolutely no rush. I fully understand your time constraints and the pressure from running active campaigns. When you’re able to create a staging copy on the same server (even a simple subdomain with a duplicated installation), just let me know.
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