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This topic contains 2 replies, has 2 voices.

Last updated by alanS-4 5 months, 2 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
May 3, 2019 at 2:48 pm #3735687

alanS-4

I am trying to: Edit an Oxygen template

Link to a page where the issue can be seen: WP Admin Area

I expected to see: A single Oxgen template to edit, but I see 2 versions with different dates, and when I click on one it gives a warning that "Warning: You are trying to edit a translation using the standard WordPress editor but your site is configured to use the WPML Translation Editor."

Instead, I got: I did not proceed. And I see not translation option on the page

May 3, 2019 at 5:04 pm #3737113

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

1. Can you please elaborate a bit more about this so that I can better understand the exact steps that you are taking and the errors that you see? If you could send a screen recording, that would be great.

Also, I don't know if you have seen this documentation yet but I am sharing it with you here in case you might find it helpful:
https://wpml.org/documentation/plugins-compatibility/oxygen-visual-builder/#translating-oxygen-reusable-elements-templates

2. I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

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 make a backup of the site files and database before providing us access.

- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.

The private box looks like this: hidden link

I will be waiting for your response.

Kind regards,
Mihai Apetrei

May 7, 2019 at 12:01 pm #3757599

alanS-4

My issue is resolved now. Thank you!