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This topic contains 7 replies, has 2 voices.

Last updated by dariaA-3 5 months, 3 weeks ago.

Assigned support staff: Shekhar Bhandari.

Author Posts
April 17, 2019 at 7:57 pm #3634581

dariaA-3

I am trying to: activate the wmpl plugin. But if I do so, my main menu on the page is dissapearing. I already tried if the plugin has compatibility problems with another plugin I already installed. (I did as you say in another persons problem solution: I deactivated the plugins one by one to see if in any case the menu on the page is showing again, but nothing happened) so now I dont know how to proceed.

Link to a page where the issue can be seen: You can go to my main page hidden link or I also can send you a screenshot because I will deactivate the plugin until we find a solution so people can access my page!
(On the screenshot you can see just the home page picture, but above should be a menu with logo and sites!

I expected to see:The menu!

Instead, I got:No menu 😉

April 18, 2019 at 4:25 am #3636075

Shekhar Bhandari
Supporter

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

Thank you for contacting WPML support. I'd be happy to assist you further on this issue.

It seems like there are some options not configured properly, so the issue must be happening, so, to further debug this issue, I need to request temporary access (wp-admin and FTP) to your site in order to be of better help. You will find the needed fields for this below the comment area when you log in to leave your next reply. hidden link

These info is private, and available to you and supporters only. Read more about this: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

Note that:

#1
Backup (both files and database) your site before giving us your credentials. You can use a plugin for this if you like. I often use the Duplicator plugin for this purpose.
See: http://wordpress.org/plugins/duplicator/

Duplicator instruction
hidden link

#2
It would be better if you give me the test site rather than the live site.

#3
If the issues need some changes in the plugins updates/disabling we will install a plugin called “duplicator” and replicate the site in our local server for testing.

Look forward to your reply.

Thanks

April 21, 2019 at 8:49 am #3651911

dariaA-3

Hello I am a friend of daria and the devOp of the WP page.

I cant answer to your message, since there is no FTP access to my page!
I did a backup via the plugin page duplicator.

Towards your requests of login data. You can have a admin account but no FTP access since all ports are closed on my server. Everything runs over ssh and I cannot give u ssh access to my server since there are 5 other apps running. All Apps are running inside docker container, Thats as well the issue of backing up the DB. I made permissions it seems to tight and I cannot dump the db currently.

I am working on the dump and get back to you! there is a admin account for you on the page, but since I cant answer you in private without FTP find a solution I paid for your service!
And its not cool that you copy paste a standard message requesting heaps of sensible data from your users, staging servers, logins, database dumps, and then you are threatening over public holidays to close the support ticket! Change your user policies.

April 22, 2019 at 3:50 am #3653873

Shekhar Bhandari
Supporter

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

I have enabled the private reply for you, so the next reply you will send us will be private.

you are threatening over public holidays to close the support ticket! Change your user policies.

I am sorry to hear that you feel this way, but I am not sure what actually you are talking about here, is this about an email sent to you? Could you please let us know more about this so I can communicate this experience to our manager or Team Leader to make things better?

Look forward to your reply.

Thanks

April 23, 2019 at 2:10 pm #3664539

Shekhar Bhandari
Supporter

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

I'm really sorry about the experience you had in the forum.

I just consulted our team leader about this issue and I can confirm that the mail was sent as I incorrectly set the forum ticket status to "waiting for user confirmation".

A ticket with the feedback needed status is normally open for 2 weeks, after that it will be marked as resolved. Further, if you feel that you still need help on the issue after the issue is marked as resolved, you can still open a ticket and assign the ticket to the same supporter.

Regarding the previous message, I have marked the reply as private. Once the login details are ready you can edit your previous private reply to send the login details or let me know so I can enable the private form for you.

Look forward to your reply.

Kind Regards,
Shekhar

April 24, 2019 at 2:40 pm #3674239

dariaA-3

edited last message! contains login now. please inform me of the changes, which were necessary.

April 25, 2019 at 6:11 am #3679011

Shekhar Bhandari
Supporter

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

Please follow the below steps to fix the issue:
- Go to Avada -> Theme Options
- Go to Import->Export
- From Export, Export the current settings
- Now Enable WPML
- Go to Avada theme options and import the theme options in the German Language

hidden link

Let me know if this helps.

Thanks

April 25, 2019 at 10:42 am #3681291

dariaA-3

My issue is resolved now. Thank you!