Post appearing twice in the ATE

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client was experiencing an issue where a post appeared twice in the Advanced Translation Editor (ATE), leading to an incorrect calculation of translation credits. This duplication only affected the Spanish translation and was not visible on the front end. The client was concerned about being overcharged for translation credits due to this duplication.
Solution:
We investigated the issue and confirmed that the duplication was due to strings appearing under the wrapper tag twice. We suggested that the client delete the duplicate packages in WPML->Packages by locating the packages listed by the page ID and then deleting them. After making a small change in the default language page and updating it, the client should access the translation again to see if the issue persists. Additionally, we confirmed that the client was indeed overcharged and proceeded to refund the excess credits. For future translations, we recommended keeping an eye on new content to ensure this issue does not recur. If the problem persists or if this solution does not apply due to updates or different circumstances, please check the related known issues, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If needed, do not hesitate to open a new support ticket.

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Tagged: ATE

This topic contains 23 replies, has 2 voices.

Last updated by Bobby 3 months, 1 week ago.

Assisted by: Bobby.

Author	Posts
July 27, 2024 at 9:45 am #16010442
justinK-16	Hi Bobby That is for an invoice - not the ledger as per the screen shot you posted in the other reply. Can we actually view or access the ledger? I did however find a Usage report for July and it appears I gave the wrong example with the url:hidden link (Sorry I have been doing a lot of translating and juggling around because of the duplicated segments.) So i found the issue i was originally thinking of: hidden link 2600-2700 words approx 11,000 + credits for Italian & French Italian was charged twice DE and Es seem fair at 5438 each I know there were more where the duplicate segments were attributed to the count because there was too much variation in the number of credits required between different languages - if you remember i mentioned in previous messages that there were some random posts with around 10 or so duplicate segments (i assume this is them) Before this issue the number required were generally the same. For some discrepancies I understand it could be translation memory variances for the odd word or short phrase - but not possible for 100+ credit variances. Anyway I have also been charged twice for a French translation of: hidden link see screenshots usage report
July 30, 2024 at 12:03 am #16018219
Bobby Supporter Languages: English (English ) Timezone: America/Los_Angeles (GMT-08:00)	thank you for sharing this with me, I am discussing this with our ATE team to take a closer look, in the meantime please verify the access details as they are no longer working for me.
July 30, 2024 at 5:59 pm #16021814
Bobby Supporter Languages: English (English ) Timezone: America/Los_Angeles (GMT-08:00)	Thank you. Regarding the issue, is the page you shared with me the only one with this issue or are there more? The one I had reviewed before I was not able to see this specific issue on.
July 31, 2024 at 8:31 am #16023605
justinK-16	Hi Bobby The one you previously reviewed was an error on my part - I gave the wrong URL, just ignore it. My message on JULY 27, 2024 AT 9:45 AM explains it; this post is the main issue: hidden link There are others, I highlighted them from the usage report and attached them as a screenshot in the same message. (Attached again) If you can just sort the credits out for those that will be fine, I simply don't have the time to go back through more reports and it probably won't be worth my time in credit refunds. Thanks Justin
August 21, 2024 at 7:06 am #16088824
justinK-16	Hi Bobby Any progress on the situation/credits? I haven't had a response in a few weeks from anyone that I am aware of.
August 21, 2024 at 5:28 pm #16091837
Bobby Supporter Languages: English (English ) Timezone: America/Los_Angeles (GMT-08:00)	Hi there, We have reviewed this and we did see the double charge happened due to the strings showing up under the wrapper tag twice. Unfortunately it is not possible to determine after-the-fact what caused the problem, and I'd recommend keeping an eye on new content in case this happens again, even though we don't believe it would as this seems like a rare occurrence. We can go ahead and refund the additional credits used, looks like you were charge around 11,200 credits 3 times when it should have been 5400, therefore if i am not mistaken you will be getting a credit of 5800 credits per translation totaling 17,400 Please verify with me if this all looks good before I process the refund
August 22, 2024 at 8:42 am #16093453
justinK-16	HI What caused the problem was a WPML support person Bruno making a change and registering XML (which is fine to assist and try to find solutions) but then when I pointed out that this double-up of segments began appearing in the ATE almost immediately after he didn't want anything to do with it. On numerous occasions, he told me it was another issue and he can only assist with one issue at a time. Even after I expressed that this was a potential cause of the trying to fix the main/first problem and only arose at that point (it was not an existing issue). He basically told me to go away, hence I opened another ticket with yourself. (BTW, as soon as I removed the XML that was added - the problem stopped occurring) This was back in June/July so yeah, it is a bit after the fact.... Anyway, this whole thing has been going on way too long, and I can't spend any more time on it so if it is 17,400 then yes please credit these back to our account. Thanks for your help
August 23, 2024 at 9:19 pm #16099599
justinK-16	Hi Bobby Thank you, appreciate it 🙂 Please refund the credits to the live site: hidden link Thanks again
August 26, 2024 at 8:00 pm #16106768
Bobby Supporter Languages: English (English ) Timezone: America/Los_Angeles (GMT-08:00)	You are welcome! The deposit has been added to the live site.