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This topic contains 6 replies, has 2 voices.

Last updated by pedroF-15 2 months, 3 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
July 25, 2019 at 10:40 am #4281805

pedroF-15

I am trying to: change Menu to particular Language

Link to a page where the issue can be seen: hidden link

I expected to see: The langauge changes in Menus

Instead, I got: the design broken

July 25, 2019 at 4:33 pm #4285181

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

From what I can see, I was not able to find the theme that you are using (bniweb) in our official WPML-compatible themes repository here (https://wpml.org/documentation/theme-compatibility/) so my guess is that you might be using a custom theme and we might be dealing with a compatibility issue.

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

July 26, 2019 at 2:56 pm #4290209

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi.

From what I can see, the menu is properly translated in the backend.

My guess is that we might be dealing with a compatibility issue.

I created a sandbox testing environment on the link below:
hidden link

WPML + the WPML add-ons are already installed and I set up the same languages like the ones on the live site, all I would need from you is to install the theme and try to recreate the issue (the idea of a clean sandbox environment is to avoid as much as possible to add any other extra plugins that are not needed, so we would need just the WPML plugins and whatever is needed to recreate the issue - theme or plugin - I think that in our case, is just the theme that you are using).

If the issue is going to happen on our servers, too, that's when I can forward this to our Compatibility department developers as I think this might be a compatibility issue after all.

Will you please let me know when that's done and what is the result so that we can move forward with this?

Thank you very much for your cooperation.

I will be waiting for your response.

Just a note that I won't be working on the weekend so I will be able to get back to you at the beginning of next week.

Kind regards,
Mihai

July 29, 2019 at 7:21 am #4297311

pedroF-15

Hi Apetrei,

Thanks for the reply. Can we have live Chat support. As of now its little complex for me to go through like this. As we need to go live as soon as possible. Could you help me in going live. I can explain my issue easily.

Thanks and regards

July 29, 2019 at 11:10 am #4298987

pedroF-15

Hi Apetrei,

hidden link

I also tried uploading theme to the link you sent, but I need to add pro version plugins which we purchased and I don't have permission to do that. Can we have Live chat and will work on our domain itself?

July 29, 2019 at 3:27 pm #4301439

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you very much for your patience.

Of course! If you would prefer the live chat, you can mark this current ticket as resolved and in the process of creating a new ticket, you can select the "Live chat" option (live chat should now be set as default anyway).

I am at the end of my shift at the moment but my colleagues will definitely help you!

Kind regards,
Mihai

July 30, 2019 at 5:29 am #4304783

pedroF-15

My issue is resolved now. Thank you!