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This topic contains 7 replies, has 2 voices.

Last updated by didierP-5 2 years, 4 months ago.

Assigned support staff: Marcos Vinicios Barreto.

Author Posts
December 7, 2018 at 5:56 pm #2978979

didierP-5

I increased the RAM to 250 mo bit I can finish the setup of media translation and I can't see functions on the WPML Media translation.

My Website is in first Fr / En afterwards just in French with news pictures .. I re-set up in Fr / En but I use translations Fichiers medias and One on Two files is destroyed

Help ;-))

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December 7, 2018 at 8:14 pm #2979367

Marcos Vinicios Barreto
Supporter

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

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

Hello,

Thank you for contacting WPML Support. I would like to request temporary access (wp-admin and FTP) to your 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

Please, let me know if you need any additional details. Have a nice day.

December 10, 2018 at 6:06 pm #2985650

Marcos Vinicios Barreto
Supporter

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

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

Hello,

Thank you for the provided details and sorry for the bit of waiting here due the weekend. I tried to access with the provided details, unfortunately, it doesn't seem to be correct, I get an 'invalid user/password' error. Could you please review it? I will enable the private reply fields again so you can provide fresh access details safely. Thank you for your collaboration, have a nice day.

December 11, 2018 at 12:37 am #2986355

Marcos Vinicios Barreto
Supporter

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

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

Hello,

Thank you for the provided details. Unfortunately I am still not able to proceed since the provided details don't seem to be correct, again I am getting an 'user/password' error. Please, review it carefully so we can proceed with the issue resolution. Thank you for your collaboration, have a nice day.

December 11, 2018 at 6:55 am #2987297

didierP-5

***EDITED***

December 11, 2018 at 2:41 pm #2989136

Marcos Vinicios Barreto
Supporter

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

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

Hello,

Thank you for your efforts in providing these access details. Something is wrong as I am not able to proceed in getting logged in your WordPress Dashboard. Please, carefully check if you are providing the correct details:

What's the username your enter in the username field of your WordPress Dashboard login form?

What's the password you enter in the password field of your WordPress Dashboard login form?

Have you tested it before sending it to us?

Do you have any kind of plugin blocking the login attempt?

Please, note I am only able to proceed with the right access, this is the only way to provide you a fast and responsive support. Thank you very much for your collaboration and understanding. Have a nice day.

December 11, 2018 at 5:34 pm #2989815

Marcos Vinicios Barreto
Supporter

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

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

Hello,

Thank you for the details provided. I could access your website and confirm the issue, something is blocking an ajax request made by the WPML Media Translation addon, for an initial troubleshooting, please, try the following:

1 - Disable all the plugins except the WPML's related ones from your WordPress Dashboard > Plugins menu.

2 - Temporary change to a default WordPress theme such as the 'TwentySeventeen' from your WordPress Dashboard > Appearance > Themes menu.

3 - Try to finish the WPML Media Translation installation again, activating one plugin at a time, as a last step you can change back to your previous theme, these steps will make sure we don't have any theme/plugin related issue here.

Please, let me know the results of these tests. Have a nice day.

December 14, 2018 at 12:41 pm #3001800

didierP-5

My issue is resolved now. Thank you!