[Escalated to 2nd Tier] Translated pages are not shown

Hi,

Thanks for trying to find out how to set up a staging site.

If you have a hosting plan that allows you to control the server's settings, please set the PHP Memory Limit to 512 MB. If you don't know how to do that, please ask for help from your hosting service's support team. Then edit the wp-config.php file of your WordPress installation and add the following constants.

/** Memory Limit */
define('WP_MEMORY_LIMIT', '256M');
define( 'WP_MAX_MEMORY_LIMIT', '256M' );

Add it before this line:

/* That's all, stop editing! Happy blogging. */

For the record, I want to remind you that the problem we are trying to solve is the translation of the text in the three boxes under the headline "Three Ways I Help You Transform" on your site's homepage. I suggested removing the link from the text and updating the translation. But on your live site, we are unable to complete the translations.

I'm enabling a private message for the following reply so you can share access to your staging site with us.

Regards,
Itamar.

Hi,

The PHP memory limit is no longer an issue, as I can see it has been raised to 256M.

Now we want to focus on why it is not possible to complete the translation of the homepage from English into German. When this is fixed, we will be able to check the issue with the three boxes.

We will be waiting for your response and will not close this ticket. I'm enabling a private message for the following reply for you to share access to the staging site.

Regards,
Itamar.

Hi,

WPML (4.9.0) has been released. Please also note that we have new versions for Strings Translation (3.5.0), Media translation (3.1.0), and WCML (5.5.4). The new versions are already available for update on your site. When you are ready and have a backup of your site, please update our plugins and let us know. We'll then access your site and continue investigating this problem further.

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

You also wrote:

I would also like to reiterate that WPML cannot translate the three boxes on this page: hidden link. However, it can successfully translate identical boxes on this page: hidden link, even with the link in the text. Therefore, the problem lies not with the three boxes themselves, but with a strange inconsistency built into WPML.

Yes, I understand this. However, we need to resolve the issue preventing us from completing the homepage translation. Hopefully, after resolving this problem, the translation of the three boxes will also be solved.

Regards,
Itamar.

Hi and thanks for trying to update our plugins.

The reason for the updating failure is unclear to me. I wanted to check it myself and possibly manually update our plugins on your site by uploading them. However, I now get this message when I try your site: "Diese Website ist aufgrund planmäßiger Wartungsarbeiten vorübergehend nicht verfügbar. Bitte versuche es in wenigen Minuten erneut." Please see the attached screenshot. I'm going to check the site a little bit later today and check if I can update our plugins.

I appreciate your patience.
Itamar.

Hi,

Thank you for your patience while we continued investigating this.

We have now identified the root cause of the issue.

When trying to calculate the word count before sending the homepage for translation, the request fails with a 500 Internal Server Error. After checking the server logs, we found the following error:

[12-Feb-2026 08:33:25 UTC] PHP Fatal error:  Allowed memory size of 268435456 bytes exhausted (tried to allocate 741376 bytes) in /homepages/33/d76981521/htdocs/stephanmeyer/wp-includes/class-wpdb.php on line 2357
[12-Feb-2026 08:33:25 UTC] WordPress database error Commands out of sync; you can't run this command now for query 
        SELECT
          
      s.id,
      s.language,
      s.context,
      s.name,
      s.value,
      s.status,
      s.word_count as wordCount
    
        FROM wp02_icl_strings s
        WHERE s.string_package_id = 3
     made by shutdown_action_hook, do_action('shutdown'), WP_Hook->do_action, WP_Hook->apply_filters, WPML\UserInterface\Web\Infrastructure\WordPress\CompositionRoot\Config\Event\Item\WordCount\Events->WPML\UserInterface\Web\Infrastructure\WordPress\CompositionRoot\Config\Event\Item\WordCount\{closure}, WPML\UserInterface\Web\Infrastructure\WordPress\Events\Item\WordCount\OnStringRegisteredInPackageListener->recalculatePackages, WPML\Core\Component\Post\Application\WordCount\ItemWordCountService->calculatePackage, WPML\Core\Component\Post\Domain\WordCount\ItemContentCalculator\PackageCalculator->calculate, WPML\Infrastructure\WordPress\Component\String\Domain\Repository\Repository->getBelongingToPackage, WPML\Infrastructure\WordPress\Port\Persistence\QueryHandler->query, QM_DB->query

This means your server has reached its maximum allowed PHP memory limit (currently 256MB), and it cannot allocate additional memory required to process the translation job.

Because the server itself only allows 256MB, increasing the memory values in wp-config.php will not help. The limit must be increased directly at the server level by your hosting provider.

At this point, we kindly recommend contacting your hosting support and asking them to increase the PHP memory limit to at least 512MB (doubling the current limit). (You can send them the link to this reply, or copy what we wrote here.) This is a reasonably common requirement for more complex WordPress sites.

Once the server memory is increased, the word count calculation and translation sending process should complete normally.

Please let us know once the hosting provider has adjusted the memory limit, and we will be happy to verify everything again on your side.

Kind regards,
Itamar

Hi,

OK, I'll escalate this ticket to our second-tier support team. This way, it will not get closed automatically by our system.

Regards,
Itamar.

Hi,

Unfortunately, the problem persists, and we can see that the memory_limit has not been raised to 1024M as your hosting support says. You can check it yourself in Tools -> Site Health -> Server. The PHP memory limit is still 256M. Please see the attached screenshot.

Please show that to the hosting support and ask them to raise this value, as they said they would.

Thanks,
Itamar.