<b>Background of the issue: </b>
I am trying to resolve an issue where our live site is showing as 'Inactive' on the WPML Account page. This issue started suddenly after over a month of trouble-free use. I have attempted to unregister and re-register the site key both via the WP Admin and directly in wp-config.php, but the site remains inactive. I have also temporarily disabled Wordfence and loosened our CSP settings without success. I was previously in touch with WPML support by email, but the conversation stalled without resolution. This is urgent as we cannot apply any translation credits to the site.
<b>Symptoms: </b>
The site is marked as 'Inactive' on the WPML Account page, and the Advanced Translation Editor Error Logs show: {"errorData":{"status":400,"title":"Api error missing resource","detail":"No sitekey found for this website"}}.
<b>Questions: </b>
Could you please advise how to restore the site’s active status and resolve the 'No sitekey found' error?
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Hello,
It seems that the main site (retarus) is not registered with the correct sitekey. Could you please go to Plugin > Add New > Commercial and unregister the site + register it again, this time with the correct key?
I have a feeling that the current live site is using a DEV key and that's why it appears as "inactive", plus that's what I can see on our end, that the sitekey is currently not assigned to any website.
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Please know that afer you make this change you may have to wait up to 24h for the text you showed in the screenshot to be updated. But you'll be able to send the credits normally since the moment you register the site.
Please do so and let me know so I can check on my end if everything's ok or if there's anything else to do.
No, we only use the key for the live website.
I already tried to unregister/register the correct key about 10 to 20 times over the last couple of days. (via backend and also wp-config)
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
I see, in this case, would you mind allowing me access to the site? because if you already did this, then I'll need to check something with our devs to understand why is this still happening.
I've enabled the fields so you can add them in the next reply.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Hello, this is my IP: 79.23.79.165
However, it's an IP that could change at any moment so, if this doesn't work right away, would it be possible to pause the IP block until we solve this ticket? otherwise we could end up with a lot of back and forth just about this IP situation.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Oh, you're working on a multisite! that's likely the issue here.
You probably have many sites there, and I wonder which one is the main site? since I can't install plugins nor access the actual network, Would you mind going to the database, to the options table and look for "wpml", you should find an entry wpml_settings (or similar) with a lot of encoded values.
Can you please send that over? I will be able to understand the URL that is being used by the network, alongside the sitekey used (registration code) and that will probably tell me how we can sort this issue out :).
Right now, on our end it looks like your staging 4 is the site that appears as the "active" one.
You can paste the content here or add it to pastebin.com and send it to me. the information there is not delicate, it doesn't contain particular details that could expose your site, by the way.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Ok, interesting. So you're confirming the network was built in retarus.com and that's also where WPML was installed?
If that's so, how do you handle the staging sites? You seem to have a few staging sites registered and I wonder if you ever migrated any of those sites back to the main one, which is inside a multisite?
I'm already asking our Devs if they can help us here because they might be able to assign the site correctly, but this information helps me understand where did things go wrong given the main issue is exactly that were in a multisite and they handle URLs in a totally different way than standalone installations.
Would it be possible perhaps to have access to the main network site? Where I could install a plugin and check the database in hopes I can find the entries in looking for?
Ok, I gave your user access to all sites and the network. 😉
From time to time we copy the live site to some dev servers, but never the other way round.
Usually after that WPML will show a dialogue in the backend, if the current site is a new website or a copy of the original one. Could that create some problems?
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
I believe that the issue originated because you hardcoded the license key in the wp-config.php and then at one point migrated the site.
When you did that you chose the option "this is a copy of my site" but assigned the same key to it because it was hardcoded (in your wp-content.php file). that seems to have created the Issue.
However since i'm not 100% sure, I asked our devs to tell me more about it. I'll wait on them to let me know HOW it could've happened and we will fix the problem in the meantime.
The WP Config shouldn't be a problem, because that is basically the only file we do exclude from the data transfer and always keep individual to each WP instance. Because of that I thought it might even be the savest to also include the license keys in that file.
Thank you for your help!
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Oh, so you never send them to the migrations. interesting! I'm a bit puzzled about how this happened because this issue always happens when you move the sites around, and the license changes domains but from what you're telling me that didn't happen here.
Anyways we managed to unblock your account on our end. please wait a few minutes and then try to do the following:
- For the time being comment out the hardcoded license in the WP-CONFIG.PHP file
- Now go to plugins > Add New > Commercial, in your network page
- Unregister WPML and then register it again by adding the license code
- Try to see if you now have the credits that you had assigned to it (100000). You can see this in WPML > Translation Management > Translation Tools.
If you still don't see it, then please go to WPML.ORG, to your account and delete the domain. then retry the license registration procedure. you'll have a new key that will work this time and then you can let us know so we check it on our end and transfer the credits to the new key.
Thank you, it seems to be connected now.
I added the license in WP instead of wp-config like you said.
But for some reason the 100000 credits which were added to that site in the WPML account are gone.
Also the live site now is listed together with one of the dev servers (but as long as it works thats fine for me).
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Interestingly i could see the 100k + 12 credits on the site. If you go to WPML > Translation Management > Translation Tools, do you see everything correctly now?
You can put the sitekey in the wp-config.php file again if you want, what I asked was just a temporary thing just to force the recheck of the license.
If you still don't see the 100k, I can readd them to the WPML.ORG account and you can resend them again.
