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This topic contains 29 replies, has 2 voices.

Last updated by Kor 4 months, 2 weeks ago.

Assisted by: Kor.

Author Posts
September 21, 2023 at 11:48 am #14438213

michelN-4

Thank you. Please advice the 2nd Tier Support that this is now urgent. We opened this support ticket two weeks ago and are keen to have it solved before the end of the month!

September 21, 2023 at 6:30 pm #14441741

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply.

Will do and I will come back to you as quickly as possible.

September 25, 2023 at 2:07 pm #14459453

michelN-4

Can I please get an update on this ticket?

September 26, 2023 at 2:09 am #14462723

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience.

We just updated "Advanced Translation Editor" last week Friday and it seems to be working fine now when I checked your production site. Could you please check and confirm?

September 26, 2023 at 8:02 am #14463903

michelN-4

Hi Kor. I feel we're going round in circles here. You say "it seems to be working fine now" - what part of my issues are working fine? Have you even checked the backend?

1. Sections in backend that we had translated are still blank / missing (see screenshot no. 1).
2. The Arabic translation of a new member (Marais de Castro) which we entered using the automatic translation is still not reflected in the front-end (see screenshots 2, 2.1, 2.2 and 2.3).

One last thing - I have given you access to our staging site so why are you referring to our production site? Shouldn't you be testing using our staging site instead of the production site?

Please please please - give us some real support here. Not just a plugin update that you hope will solve everything! I am getting very frustrated with this plugin and am at this point seriously considering moving away to a competitor. Help me change my mind.

Thanks,
Michel.

2.3 PlusChem.com_Our Members_Arabic_Morais de Castro (showing old 'Kitsin' text).png
2.2 PlusChem.com_Our Members_Arabic (incorrect) text for Morais de Castro.png
2.1 Morais de Castro_English.png
2. PlusChem.com_Backend_Our Members translation_Not reflected on front-end.png
1. PlusChem.com_Backend_Chinese translations still missing in right column.png
September 26, 2023 at 8:12 am #14464057

michelN-4

One more thing - when I log into the staging site, I get a message to say that 'the site has moved to a different location'. However, on my WPML accounts page I have registered the staging site to use the same license and this was ok I thought? Can you please advice me as to why I see the message on the wp admin backend and how I can remove it? Because now I can't edit any translations on the staging site, which isn't good.

Thanks.

Screenshot 2023-09-26 at 09.09.38.png
Screenshot 2023-09-26 at 09.09.28.png
Screenshot 2023-09-26 at 09.09.19.png
September 26, 2023 at 9:56 am #14465591

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply.

I apologize for any confusion, and I appreciate your clarification.

The reason I am working on your production site is because you selected "Switched to a New URL" when you cloned the site to a staging environment. This indicates that you can utilize the translation management on either the production or staging site as per your preference. More info here https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/using-advanced-translation-editor-when-you-move-or-use-a-copy-of-your-site/

1. Sections in backend that we had translated are still blank / missing (see screenshot no. 1).

I've rechecked and the contents are all there when I inspected two pages. Recorded from the production site hidden link .

Homepage - hidden link

About Us - hidden link;

2. The Arabic translation of a new member (Marais de Castro) which we entered using the automatic translation is still not reflected in the front-end (see screenshots 2, 2.1, 2.2 and 2.3).
As for this translation EN: Morais de Castro has been operating since 1960, distributing, reselling and importing chemical products in different regions...

May I know what would you like to display in the Arabic language? I can check this out to see why it's not reflecting the frontend. The attached is what I got when I checked the Advanced Translation Editor.

تعمل Morais de Castro منذ عام 1960 ، حيث تقوم بتوزيع وإعادة بيع واستيراد المنتجات الكيميائية في مناطق مختلفة ...

One last thing - I have given you access to our staging site so why are you referring to our production site? Shouldn't you be testing using our staging site instead of the production site?
As I've mentioned above, you have selected "Switched to a New URL" when you cloned the site to a staging environment. So, we can either use the translation management on Production or Staging. This feature will allow you to share "translation memory" and "translation credits". I've moved back to your production site so that you can translate the contents.

One more thing - when I log into the staging site, I get a message to say that 'the site has moved to a different location'. However, on my WPML accounts page I have registered the staging site to use the same license and this was ok I thought? Can you please advice me as to why I see the message on the wp admin backend and how I can remove it? Because now I can't edit any translations on the staging site, which isn't good
Given that you've chosen "Switched to a New URL," to access the translation management, you'll need to click on the "Indicate that this site..." link displayed in the banner. Subsequently, you can move it back to the staging site. If you intend to use the translation management on the production site, you'll need to perform this move once more.

I hope this clears it up and I apologize again for any inconvenience or confusion.

Screenshot 2023-09-26 at 5.53.36 PM.jpg
September 26, 2023 at 10:58 am #14466021

michelN-4

Hi Kor,

You have used our translation credits to add the missing translations to our Chinese version of 'Our Members'. THIS IS NOT A SOLUTION! We have paid for a translation agency to do all these translations and we had added them in manually. I need to understand why they have suddenly disappeared and using the automatic translation feature and our credits (which we have to pay for to purchase new ones) IS NOT A SOLUTION! I am not pissed off and want you to escalate this to the next level. I want to speak to your manager or someone that can help us with our issues. And please undo the automatic translations as this is not what we want and give us back the credits you used when doing so (1,228 according to the screenshot attached).

Michel.

Screenshot 2023-09-26 at 11.52.40.png
September 26, 2023 at 11:18 am #14466159

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply.

It looks like checking the translation triggered the automatic translation on your Website and I've undo the translations for you. I apologize for that.

I've already escalated this and I will recheck with our 2nd Tier Support and will come back to you.

If our 2nd Tier Support can't solve this, I will escalate this further to our support manager for further assistance.

September 26, 2023 at 11:31 am #14466479
michelN-4

Re. no. 2 - you can see on the screenshot that the automatically translated Arabic text in the backend does not match what's shown on the front-end.

New threads created by Kor and linked to this one are listed below:

https://wpml.org/forums/topic/arabic-text-in-the-backend-does-not-match-whats-shown-on-the-front-end/

Arabic translation.png
September 27, 2023 at 9:31 am #14472175

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thank you for getting back to us.

We are currently reviewing our translation records and will provide you with an update soon.

Regarding your second concern, I've created a separate ticket for it at https://wpml.org/forums/topic/arabic-text-in-the-backend-does-not-match-whats-shown-on-the-front-end/ to ensure we can address it appropriately.

September 29, 2023 at 7:27 am #14486003

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience.

I apologize for the delay. We are still investigating this and will come back to you soon.

September 29, 2023 at 7:42 am #14486089

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience.

We've checked and it looks like the contents were being translated using the "Classic Translation Editor" previously as shown in the attached screenshot. You can check by switching it to the "Classic Translation Editor" using the option in WPML > Settings > Translation Editor.

As explained here https://wpml.org/documentation/translating-your-contents/translation-editor-options/ , switching from "Classic Translation Editor" to "Advanced Translation Editor" will "cause all content previously translated using the Classic Translation Editor will not be visible in the Advanced Translation Editor. However, they will still be visible on the site’s front-end."

So, if you wish to use the "Advanced Translation Editor", you will have to translate it again.

I hope this clears it up and I apologize for the confusion and the inconvenience that may have caused.

Screenshot 2023-09-29 at 3.32.01 PM.jpg
October 2, 2023 at 8:05 am #14495271

michelN-4

Hi Kor,

As far as I know, we've always used the 'Advanced editor' (see attached). Is there anywhere else in the plugin that we could have switched the editor - or is it just from the Settings panel that the editor can be switched? Also - as you can see in the screenshot, the setting below, 'Editor for translations previously created using Classic Translation Editor' is set to Advanced editor. Would you recommend that we change this to Classic editor and if we do that - will that further change our already made (manual) translations?

Screenshot 2023-10-02 at 09.01.51.png
October 3, 2023 at 7:20 pm #14508301

Kor
Supporter

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply.

I've checked your page revisions and it dated back a year ago. You might be using the Classic Editor at that time as I could see the translated contents. There is no need to change any options to the classic editor for now and I would recommend using the Advanced Translation Editor for more translation features.

The topic ‘[Closed] Translation have gone missing from the backend’ is closed to new replies.