Problem connecting to automatic translation

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

Problem:
The client is experiencing an error message with WPML stating: 'There is a problem connecting to automatic translation. Please check your internet connection and try again in a few minutes. If you continue to see this message, please contact our support team.'
Solution:
We recommend contacting your hosting provider and asking them to whitelist the following domains:

wpml.org
cdn.wpml.org
api.wpml.org
api.toolset.com
cloudfront.net
ams.wpml.org

After these domains have been whitelisted, check if the error persists.

If the solution provided here is not relevant to your situation, either because it's outdated or not applicable to your case, we encourage you to open a new support ticket. We also highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please reach out to us on the WPML support forum.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: ATE

This topic contains 23 replies, has 3 voices.

Last updated by Lauren 1 year, 3 months ago.

Assisted by: Lauren.

Author	Posts
March 26, 2024 at 12:53 pm #15451262
Lauren WPML Supporter since 10/2015 Languages: English (English ) Timezone: America/New_York (GMT-04:00)	I'm still having trouble with the cloudways migration site, so I'm not able to test there. I definitely need to test the site in minimal settings in order to confirm if the issue is still happening with only WPML active and a default theme. I see you have a plugin called WPvivid Plugins - Staging. Are you able to set up a staging site where I can test minimal settings? if not, may I install the Duplicator plugin to your live site and try and get a copy of your site that way?
March 28, 2024 at 3:41 am #15458624
mauricioS-4	Hi, yes you can install Duplicator if doesn't affect the live website, and you(WPML) are legally keeping data safe and deleting afterward. Thanks
March 29, 2024 at 7:30 pm #15465646
Lauren WPML Supporter since 10/2015 Languages: English (English ) Timezone: America/New_York (GMT-04:00)	I installed Duplicator and tried to install a copy locally but this also is not working. I tried adjusting the home URL, that didn't work either. At this point, we need to test your site with minimal settings to rule out any possible conflict. Please provide a staging copy of your site where we will be able to test that. I have marked the next reply as private so that you can share credentials for a staging site.
April 1, 2024 at 9:31 pm #15470828
mauricioS-4	I see. Now I'm wondering if this is an issue between WPML and the host provider. I installed WPML on another website on the same host, and the same issue happened. Do yall have any past tickets related to IONOS? Also, is there a way to see if the host has some sort of limits/blocks to what it needs to run correctly? What folders and files need some permission when connecting on this page? admin.php?page=tm%2Fmenu%2Fmain.php&sm=ate-ams You probably saw this already, but the admin error is always the same 403 (forbidden): Failed to load resource: the server responded with a status of 403 () Thanks
April 3, 2024 at 3:21 pm #15479391
Lauren WPML Supporter since 10/2015 Languages: English (English ) Timezone: America/New_York (GMT-04:00)	Looks like this could be a hosting specific issue, that perhaps they are blocking WPML. Please ask your hosting provider to whitelist the following domains: wpml.org cdn.wpml.org api.wpml.org api.toolset.com cloudfront.net ams.wpml.org Once you have confirmed that these are whitelisted, is the error still showing?
April 3, 2024 at 4:03 pm #15479532
mauricioS-4	Hi, I really don't think this is the reason. I checked with them and they say they are not blocking these websites and I can't whitelist domains. But an option is to whitelist IPs using htaccess if you want to go ahead with this idea, please, send me the IP addresses. Repeating my questions: is there a way to see if the host has some sort of limits/blocks to what it needs to run correctly (like max input vars, etc.)? What folders and files need some permission when connecting on this page? admin.php?page=tm%2Fmenu%2Fmain.php&sm=ate-ams
April 3, 2024 at 4:43 pm #15479677
Lauren WPML Supporter since 10/2015 Languages: English (English ) Timezone: America/New_York (GMT-04:00)	Are you certain your hosting company didn't change anything in regards to whitelisting domains? Because I just checked your site again and I am now able to load the Tools tab without the error showing. To open our Advanced Translation Editor you don't need anything since it runs on our servers. Any limitation could be seen either in the installer log (found at the end of the page in the support menu ) or in the support menu, but I"m not seeing errors there either. Then we have the ate error log that helps understand if there are issues with ate, and nothing is showing there as well, which is what leads me to believe it's an issue on the hosting side. Please let me know if you are still seeing the error on your end and which steps to recreate it so I can login and try. Thanks!
April 3, 2024 at 4:51 pm #15479682
mauricioS-4	Nothing was done related to this. We updated WordPress to 6.5 though.
April 3, 2024 at 5:11 pm #15479762
Lauren WPML Supporter since 10/2015 Languages: English (English ) Timezone: America/New_York (GMT-04:00)	Is everything resolved on your side now? I am no longer seeing the error. If you are seeing the error, please walk me through the steps to get there.