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This topic contains 22 replies, has 2 voices.

Last updated by Carlos Rojas 3 months, 2 weeks ago.

Assigned support staff: Carlos Rojas.

Author Posts
June 22, 2019 at 12:09 pm #4071055

silmikko

Hi guys,

Why is my media library looking like this with my second language hidden link ?

I have activated and run the Media Library (hidden link)

Is this as is should be? If not what has happened here? Something I can do to fix this?

Cheer,

mikko

June 22, 2019 at 12:55 pm #4071151

silmikko

What I forgot to say above is that all those images has a duplicate "image" which is like that grey box in the screen shot. All those "gray images" has a "duplicate" which is a real image. All those "grey images" has the same Title, description etc texts as its "real image" duplicate.

Here is a screen shot, hopefully, to clarify the issue hidden link

June 24, 2019 at 12:30 pm #4077253

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Update all outdated plugins and themes.
- Flush any cache memory that might exists.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- Go to WPML -> Support -> Troubelshooting link -> Apply the steps pointed out in the attached image.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

June 24, 2019 at 1:56 pm #4077795

silmikko

Hi Carlos,

Thank you for this info.

I'm sorry to tell you that this didn't fix the issue. It remains the same as described earlier in the ticket.

Is there something else I can try?

mikko

June 24, 2019 at 2:00 pm #4077833

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi mikko,
Thank you very much for your feedback.

In this case I would like to request temporary access (wp-admin and FTP) to your site to take 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.

Regards,
Carlos

June 25, 2019 at 6:12 am #4081523

silmikko

Hi Carlos,

Thank you for the reply.

I just got an email that the migration process is completed but when I visited the site there wasn't any of my content.

Is this as it should be? There were something like 25000 files that was included in the process, so I'm a bit confused.

mikko

June 25, 2019 at 6:17 am #4081531

silmikko

Hi again,

I restarted the migration process to see if this fixes it.

mikko

June 25, 2019 at 6:26 am #4081541

silmikko

Now the migration is over. Still the site looks empty on the Cloudways. Just some generic theme and content but not mine.

Is this right?

mikko

June 25, 2019 at 8:34 am #4082321

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi mikko,
The site migration was successful.

I will take a deeper look at the migrated site and will consult our specialists about this issue too. I will get back to you as soon as I have an answer.

Regards,
Carlos

June 25, 2019 at 12:40 pm #4084609

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi mikko,

I have followed this steps in the migrated site:
- Deactivated all plugins except WPML ones.
- Activated a WordPress default theme (Twenty Nineteen).
- WPML -> Support -> Troubleshooting link -> Applied some troubleshooting steps.
- WPML -> Settings -> Media Translation -> Applied the options in the section.
- Manually removed the duplicated grey media elements from the Media library in both languages.

I uploaded an image and translated it to the secondary language and the issue seems to have disappear. (I removed the image later). I would like to ask you to follow this steps:
- Activate the theme and the plugins one by one until you see the issue re-appears. For this you need to check the media library after each activation and upload and translate an image each time.

Please let me know the result of the steps above.
Regards,
Carlos

June 25, 2019 at 12:53 pm #4084721

silmikko

Hi Carlos,

It's good to hear that. So, as far as you can tell, there wasn't nothing wrong really, except if I find a conflict when following steps below?

Are you going to transfer the site to my staging site or do you want me to follow what you just described you did, on my staging site:

"- Deactivated all plugins except WPML ones.
- Activated a WordPress default theme (Twenty Nineteen).
- WPML -> Support -> Troubleshooting link -> Applied some troubleshooting steps.
- WPML -> Settings -> Media Translation -> Applied the options in the section.
- Manually removed the duplicated grey media elements from the Media library in both languages."

And after that do this:

" I would like to ask you to follow this steps:
- Activate the theme and the plugins one by one until you see the issue re-appears. For this you need to check the media library after each activation and upload and translate an image each time."

mikko

June 25, 2019 at 12:59 pm #4084749

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi Mikko,
I followed the steps in the migrated site, so you can apply the steps recommended in this same migrated site and if the issue disappears then you can migrate the site back to your staging server.

Regards,
Carlos

June 25, 2019 at 1:08 pm #4084769

silmikko

Hi

OK. That sounds good. I have to call it for today but I'll star with this first thing tomorrow morning.

I can see that there are still some "empty" images / gray boxes in both language. I suppose it's ok for me to remove those. In the secondary language there are much more those than in my first language.

mikko

June 25, 2019 at 1:19 pm #4084839

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Montevideo (GMT-03:00)

Hi Mikko,

Yes, it will be OK to remove those grey duplicated images.

I will be waiting for your message.

Regards,
Carlos

June 26, 2019 at 6:47 am #4089297

silmikko

Good morning,

Ok Carlos. I changed the theme to begin with. Now I'm not able to upload anything to the Media Library. It just says: "Critical: Space left on site: 0Gb". And I am on the Cloudways test environment.

mikko