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Supporter timezone: Asia/Ho_Chi_Minh (GMT+07:00)

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This topic contains 29 replies, has 2 voices.

Last updated by Long Nguyen 4 months ago.

Assisted by: Long Nguyen.

Author Posts
October 11, 2023 at 8:37 pm #14561829

Stéphane

Hi Long,

Unfortunately, I can't tell exactely what has been done on the website, as many people work on it. Also, I'm pretty sure that this has nothing to do with a human intervention.

Obviously, Menu Sync seems to be the problem. Maybe something in the database ...

So, I did all what you suggest + I have rebuilt manually the Category Menu in FR.
As it was generated with Menu Sync, I though it could be a good idea.

So, I'm now waiting to see if this could be the end of this nightmare 😉

Please, keep the ticket open.

Best.

October 12, 2023 at 1:26 am #14562159

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Please observe the issue again and let me know if it helps.

Thanks.

October 13, 2023 at 7:15 pm #14575141

Stéphane

Hi Long,

Unfortunately, the menu disappeared again. I installed an activity log, to see if someone as doing something wrong on the website, but it gave no result.

What I discovered, when I wanted to put back the translated menu, it is that when it is showing totaly empty, and if you add only 1 item and save, the translated menu comes back with its 160 product categories.

So, this tell me that it is deleted, but in a way, it still exist.

Also, as nothing is done to provoque this problem, and that it happens randomly, it must be the system that make it, maybe when cache is cleared or whatever the system does... and I think this has something to do with the database, as it only happens with 1 translated menu, and we have 2 of them.

Would it be possible to transfer that problem on a higher support level, as I think we did all the tests we could do ?

Thanks

October 16, 2023 at 4:23 am #14581087

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

I'm asking our 2nd tier support to get more advice. I will update you here when I have something to share.

Thanks.

October 16, 2023 at 12:34 pm #14584721

Stéphane

Thanks Long !

October 17, 2023 at 1:32 am #14589435

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

Please share an old backup file where the menu items are available. Or two backup files: before and after the issue occurs.

Look forward to your reply.
Thanks

October 17, 2023 at 1:41 am #14589441

Stéphane

Hi Long,

The website is pretty big ! Would it be ok to send you only the DB, or do you need everything ?

October 17, 2023 at 2:35 am #14589499

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

You can exclude some unnecessary folders like /wp-content/uploads/, /wp-content/cache/, some zip, image files, staging site folder ...

I've created a backup on your site before (https://wpml.org/forums/topic/menu-in-the-other-language-fr-loose-its-sync-with-the-default-language-en/#post-14466551)
and the backup file size (.daf) is around 500MB, not too large as I think.

Look forward to your reply.
Thanks

October 18, 2023 at 12:06 am #14598447

Stéphane

Hi Long,

I have prepared a backup of the website. can you open a private message for me, then I can give you a wetransfer link ?

Thanks in advance.

October 18, 2023 at 4:08 am #14598981

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

Yes, your next reply is set to private to share the info.

Look forward to your reply.
Thanks

October 18, 2023 at 7:28 am #14599567

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

I will forward the backup file to our 2nd tier support to check. I will update you here once I have any information.

Thanks.

October 19, 2023 at 9:37 pm #14619347

Stéphane

Hi Long,

The bug came back and we lost our Category again, so I can sent you new Duplicator files containing the bug. Can you send me a private reply to send you the files ?

Thanks.

October 20, 2023 at 3:37 am #14620275

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Hi,

I got some information from our 2nd tier support: you can fix the issue by going to WPML > Support > Troubleshooting > Click on "Fix terms count" button, as I mentioned before https://wpml.org/forums/topic/menu-in-the-other-language-fr-loose-its-sync-with-the-default-language-en/page/2/#post-14554413

We suspect this is an issue with Object caching. First, you can exclude the "count" group from persistence caching or contact SiteGround support and ask them to exclude these groups from object caching (Memcached)

'counts', 'plugins', 'themes'

If they can not exclude these groups then you can add the code below to the file functions.php in the theme/child theme folder.

wp_cache_add_non_persistent_groups([
	'counts',
	'plugins',
	'themes'
]);

Then install any activity log plugin and if the issue happens again, please let us know any clue from the activity that can cause this issue. In order to debug this problem we need to know any clue to replicate it.

Can you send me a private reply to send you the files ?
No, thanks. I got a backup file of your site when the menu items are gone from the earlier.

Look forward to your reply.
Thanks

October 20, 2023 at 12:42 pm #14623615

Stéphane

Hi Long,

So, I did all you said, including installing Simple History plugin.
I also have put back the menu, by adding only 1 item, ans as before, all the 160 items came back !

Now, let's wait and see ...

Thanks.

October 23, 2023 at 1:22 am #14632661

Long Nguyen
Supporter

Languages: English (English )

Timezone: Asia/Ho_Chi_Minh (GMT+07:00)

I'm waiting for your feedback.

Thanks.

The topic ‘[Closed] Menu in the other language (FR) loose its sync with the default language (EN)’ is closed to new replies.