[Resolved] Request for Full Refund Due to Unsatisfactory Experience

Hi,

This ticket has been inactive for some time. I didn't get a reply from you. I've converted this chat into a support ticket because you may still require our assistance.

I have found out that the 'Marble Colors' post category was not translated into the other languages. Please see the attached screenshot marble-color-not-translated.jpg. So to fix this, I translated it into French. Please see the attached screenshot, marble-color-translated-into-french.jpg. The French category is now available here: hidden link. But no posts are assigned to it. I updated the original page, and the translations were updated automatically. This is because the Translate Everything Automatically option is enabled on your site. However, the link 'Couleurs de marbre' on the French page still leads to hidden link.

I then proceeded to WPML -> Settings -> Update internal links and adjusted all the links. However, the problem persists. I need to investigate this issue further. Please allow me to take a copy of your site. For this, I must install a plugin like Duplicator or All-in-One Migration. Please let me know if you agree.

For issues with untranslated parts and forms, please open new tickets, as we aim to focus on one issue per ticket in our technical support forum. Otherwise, tickets can get cluttered and confusing for both users and supporters.

Regards,
Itamar.

Hi,

I'm consulting our second-tier supporters about this problem. I'll keep you updated here.

I appreciate your patience.
Itamar.

Hi,

Our second-tier supporter has debugged this issue, and here are the steps you need ot take to fix the link issue on the translation of the homepage of your site.

1. Take a backup of your site in case something goes wrong.

2. Go to WPML -> Taxonomy Translation, and select Categories.

3. In the 'Show' drop-down option, select 'Untranslated categories.

4. Translated the categories that are missing the translations. Please see the attached screenshot trans-cat.jpg.

5. Switch to the Hierarchy Synchronization tab, and click the Update Taxonomy Hierarchy button. Please see the attached screenshot sync-hier.jpg.

6. Go to WPML -> Support -> Troubleshooting (link)

7. Once on the troubleshooting screen, press the following buttons and check if it helps. Press each button at a time and wait for the process to complete.

- 'Synchronize posts taxonomies' for 'Posts'

- 'Set language information'

This should fix all the links except for Marble Color, which, in French, Spanish, German, and Arabic, results in hidden link, which is, of course, not good. Our second-tier supporter has also investigated this issue and found the following:

After investigating, we found that the problem with the “Marble Colors” links was caused by a duplicate entry in your database, not by WPML.

In your database table wp_terms, there were two entries for the same category — one correct (term_id 237) and another “phantom” one (term_id 228).
Because of this duplicate, some translated links were pointing to the wrong ID (showing ?cat_ID=228) and redirected incorrectly.

Therefore, you need to remove the duplicate entry directly from the database. Please see the attached screenshot, delete-228.png. Then resend the homepage for translation. After doing so, the links began working correctly in all languages.

8. Re-send the homepage for translation.

**** Important! Please make a full site backup (files and DB) before you proceed with those steps****

Please let me know if you have any further questions.

Regards,
Itamar.

Hi,

First, you must proceed with the above-suggested workaround, then you need to check if posts are showing on the translated 'Marble Colors' category.

Have you tried the above-suggested workaround?

Regards,
Itamar.

Hi,

The only issue remaining is the link to the Granite Colors category, which redirects to hidden link, and the homepage in English. Please see the attached screenshot. To try and fix it, I need to check the DB of your site. For this, please allow me to install the WP phpMyAdmin plugin, or share your FTP access details with me so I can install the hidden link">Adminer script. I'm enabling a private message for the following reply.

Regards,
Itamar.

Hi,

Unfortunately, I couldn't proceed with correcting this problem on your site. I installed the PHPMyAdmin plugin, but I was unable to use it. It is probably because your hosting company, WordPress.com, for security reasons, prevents this plugin from working. When I try to access the DB of your site, I get a 403 error. Please see the attached screenshot 403.jpg. I also installed the WP File Manager plugin and tried to upload the Adminer script. But the second I uploaded it, your site's system deleted it. This is probably because of the same security policy your hosting service has. I deleted both these plugins. Please see the attached screenshot, deleted-plugin.jpg. I assume the same problem would occur if I use FTP to upload the Adiner script. (Note that you have not provided FTP access details.)

To correct this problem, you would need to ask your hosting service for support. I want to remind you that after investigating, we found that the problem with the “Marble Colors” links was caused by a duplicate entry in your database, not by WPML.

Alternatively, if possible, ask your hosting service to remove the restriction on using a plugin like PHPMyAdmin or the Adminer script.

Regards,
Itamar.