When I submitted your request to WordPress.com's support team, they responded with the message below. I have followed their instructions and downloaded the PHP error and Web server logs. Is there a way to send you .csv files as an attachment?
Message from WordPress.com support:
"I understand you're working with WPML support to troubleshoot issues on your staging site. Since you're on a Business plan, I can provide guidance regarding your wp-config.php file.
For security and stability reasons, WordPress.com doesn't allow direct editing of the wp-config.php file. However, there are alternative ways to help troubleshoot plugin issues:
You can review your site's PHP logs directly through your WordPress.com dashboard:
Go to your Sites list (wordpress.com/sites)
Click on your site's Overview
Navigate to the "Logs" tab
Use the filter to view specific error types
For working with WPML support, I recommend:
- Using the staging site you already have to test changes
- Reviewing the PHP logs to identify any specific errors
- Sharing relevant error messages with WPML support
- If WPML support needs specific debugging information, you can ask them what specific issues or error messages they're trying to diagnose. This can help them provide alternative troubleshooting steps that are compatible with WordPress.com's hosting environment."
Thank you for following up with wordpress.com about the issue.
Here on the forum, it is only possible to upload images. You can send other file formats by using third-party services, like for example WeTransfer by creating a downloadable link.
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It might be even better if you could provide me access to the WordPress.com account that handles the staging site, as this way, I can troubleshoot and see the error.log at the same time. If this would be possible, you can use the following e-mail:
I revised the log and there appears not to be any error that points to issues between theme and plugins according to this log.
The only error here seems to be that wordpress.com is using the Constant WP_DEBUG_DISPLAY more than once in their wp-config.php file, but this should not be the reason for the issue that we are handling on this ticket.
On the staging site further, I realized, that the strings for Jetpack that you got registered on WPML > String Translation do not impact the comment form and like button. If you take a closer look, for example, the Russian translations on String Translation are not what we see on Russian posts.
The current translation should be: "Ваш комментарий... FOO"
But on Russian posts, we actually see a different placeholder in the comment form field.
It looks as if Jetpack is loading default translations from its factory language files and adding any custom translation is not working as expected in any language.
This usually could mean, that there is an issue about how the plugin is loading its text-domain, but the logs do not provide any details about it.
Sadly we do not have any partnership with Jetpack, which means I do not have any access to a Jetpack account that could help us in trying to recreate and escalate the issue.
I can offer a WPML test on which we can try to recreate the issue for further internal escalation, but I would need your cooperation in setting up Jetpack.
Thanks for your continued efforts to resolve the translation issues. How can help with setting up JetPack? From the research I have done, it may be possible to connect JetPack to our staging site without affecting our production site. Can you please explain any next steps we need to take? It's critical that we work in a staging environment or on a cloned copy of our site residing on your local machine.
Is this something you can troubleshoot on our staging site? If so, I can provide access to staging, but, I can not provide access to our production site.
