I already sent the debug information. I just added it in the last conversation since it seems that this reply is visible to public and the previous thread was private. Let us know if you need anything else from our side.
Languages: English (English )Portuguese (Brazil) (Português )
Timezone: America/Sao_Paulo (GMT-03:00)
Hello again,
As we discussed on the chat, please wait a couple of hours and check if:
- the issue has returned
- the redis cache support team has any hints about this (since the issue only happens when this is enabled, apparently)
- if possible, migrate the website to a copy version, hosted on a different server
Per the last reply from my colleague Mateus, please let us know if you need further help with this issue. Mateus wrote:
<en>
As we discussed on the chat, please wait a couple of hours and check if:
- the issue has returned
- the redis cache support team has any hints about this (since the issue only happens when this is enabled, apparently)
- if possible, migrate the website to a copy version, hosted on a different server
And let us know about your results. Thanks!
</en>
If you need more help with this issue, please send us the debug information of your site. You can read about it here.
I know you send it in the chat, but it is not human-readable the why it is not. Please add it in the special section here below. Please see the attached screenshot.
OK sure I'll continue to help you with this issue.
In your chat with Christopher, my colleague, you agreed to create a staging site where the problem also occurs. Can you please share with me access to this staging site?
If you need further help with this, please share the access details to your site with me.
I'm enabling a private message for the following reply.
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 backup the site files and database before providing us access. --
-- If you have a staging site where the problem can be reproduced, it is better to share access to the staging site.--
We haven't created a staging environment but we can give you access to the website. But before that, have you found something on the Debug Information that we sent you?
According to the debug information, I can see the following. I'm not sure if it is related to your problem, but it is worth fixing and checking if it also fixes the issue.
In WPML -> Languages -> Language URL format, you have defined `Different languages in directories` and `Use directory for default language`. But you have not defined a page or an HTML file for the root domain of your site hidden link. This might cause issues. Please review our guide on this subject, correct it on your site, and see if the problem disappears.
To enable it, open your wp-config.php file and look for
define('WP_DEBUG', false);
Change it to:
define('WP_DEBUG', true);
// Enable Debug logging to the /wp-content/debug.log file
define('WP_DEBUG_LOG', true);
// Disable display of errors and warnings
define('WP_DEBUG_DISPLAY', false);
@ini_set('display_errors', 0);
After this, repeat the action that causes the problem on your site (translation is not being saved). The errors will be saved to a debug.log log file inside the /wp-content/ directory. Then please share the errors with us.
I try to setup your recommendation. But we already created a page and we wanted it to serve as the root page - hidden link. Is there a way to just set this as the root page and not create a new different page?
Yes, of course; if it is one of the pages from the same WordPress installation, please select the 'Page' option and point to this page. Please see our guide here.
I followed that documentation but whenever I try to click "create a root page" it redirects me to creating a new page. I can't find an option to select a Page. here's a recording for your reference - hidden link
I'm sorry that was my mistake. Yes, this is true; you need to recreate this page. You can not use an already created page. But you can design according to the already created page.
Hello, after setting this up the issue is still there. Would it be helpful if we can give you access to the site so you can check the issue by yourself.
