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This topic contains 5 replies, has 2 voices.

Last updated by Mihai Apetrei 9 months, 1 week ago.

Assigned support staff: Mihai Apetrei.

Author Posts
April 10, 2019 at 3:46 pm

hovhannesV

Hello. Media has not been translated and I can't see any media in the secondary language. Can you tell me, how to fix it please?

April 10, 2019 at 3:54 pm #3578221

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

Can you please let me know if you managed to follow the steps in the documentation below:
https://wpml.org/documentation/getting-started-guide/media-translation/

If you did that already and it did not work, 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

April 10, 2019 at 4:00 pm
April 10, 2019 at 4:01 pm #3578297

hovhannesV

I still need help, I think I have done that.

April 11, 2019 at 5:18 pm #3591185

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi and thank you for your patience.

So I tested a few things over the test page I created here (hidden link).

I used the Beaver Builder and I used 2 test images (one for the original language and one for the translation). However, it seems that only the default-language one shows up in all the translations.

1. Can you please let me know what you have tried until now? I mean what content builder have you used when you tried to test the media translation? Have you used the Beaver Builder plugin, too, or the default WordPress builder? Can you please let me know if there's a page where you tested the media translation?

2. Can you please let me know what happens if you follow the steps below and then try to visit this page here (hidden link)? Does the translation show now?

I am listing the steps of the test you can do below:

- disable all plugins except WPML and its add-ons (you can also leave the beaver builder main plugin enabled if that's the plugin that you used when you were testing the media translation - at least beaver builder is what I used for my test)
- check if the issue is happening again
- if it's not, reactivate your plugins one by one, checking every time if the issue shows up again so that you can understand which plugin is causing that issue

If the issue happens even with the non-WPML plugins disabled:

- leave all the non-WPML plugins deactivated
- switch to a default theme like TwentySeventeen
- try to recreate the issue now

Please let me know how that goes.

I will be waiting for your reply.

Kind regards,
Mihai

April 14, 2019 at 5:45 am #3606953

hovhannesV

Media content is missing still, I opened another ticket for other problem.

April 15, 2019 at 4:35 pm #3615081

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi and thank you for the confirmation.

I would like to duplicate the site on a testing environment and I will need your written approval.

The site will be deleted after we find the issue.

I will be waiting for your response so please let me know if that is ok with you.

Kind regards,
Mihai

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