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This topic contains 28 replies, has 3 voices.

Last updated by tonyL-14 1 month, 1 week ago.

Assigned support staff: Ahmed Ibrahim.

Author Posts
October 12, 2019 at 6:29 am #4742309

tonyL-14

Tell us what you are trying to do? I followed this tutorial (https://wpml.org/translation-service/gengo/) to authorized Gengo and tried to submit the translation job to Gengo, in my side it said the job was synced but I can not find the order in my Gengo account, can you please help?

Thanks
Tony

October 14, 2019 at 11:53 am #4749589

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hello,
Thank you for contacting WPML support.

1.- Have you contacted the Gengo support team about this issue?

2.- Please provide the debug information of the site. In this link you will find the steps to follow: https://wpml.org/faq/provide-debug-information-faster-support/

Kind regards,
Carlos

October 15, 2019 at 10:37 am #4756265

tonyL-14

Hi Carlos,

I haven't contacted Gengo yet.

Here's the debug info.

Thanks
Tony

October 15, 2019 at 1:33 pm #4757589

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Tony,
Thank you very much for your message.

Please increase the PHP Memory Limit. Minimum requirements are 128Mb: https://wpml.org/home/minimum-requirements/
You can add this to wp-config.php to increase WP memory:

/** Memory Limit */
define('WP_MEMORY_LIMIT', '128M');
define( 'WP_MAX_MEMORY_LIMIT', '128M' );

- Add it above the line /* That's all, stop editing! Happy blogging. */

If the issue persists after increasing the memory limit then contact the Gengo support service and let then know about this particular issue. They should be able to help.

Regards,
Carlos

October 15, 2019 at 2:13 pm #4757901

tonyL-14

Hi Carlos,

The problem is still there. Any thoughts?

Thanks

October 15, 2019 at 2:16 pm #4757959

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Tony,

AS you described in your first message, everything seems to work correctly on the WPML side, so I recommend you to contact the Gengo support service and check with them if there is any issue in their side with your account.

Regards,
Carlos

October 21, 2019 at 8:30 am #4792227

tonyL-14

Hi Carlos,

I contacted Gengo, but they said we need to contact you. The issue exists. Can you help us?

Thanks

October 21, 2019 at 10:35 am #4793565

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi,
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

October 21, 2019 at 12:16 pm #4794407

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Tony,
Thank you very much for the information provided.

I'm consulting our specialists about this issue and I will get back to you as soon as I get an answer.

Regards,
Carlos

October 22, 2019 at 4:10 am #4798763

tonyL-14

Hi Carlos,

Any feedback on this?

Thanks

October 22, 2019 at 10:59 am #4801467

tonyL-14

Hi Carlos,

Did you change something on our site? I noticed the menu disappeared.

Please let me know.
Thanks

October 22, 2019 at 11:34 am #4801651

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Tony,

I haven't get any feedback from our specialists yet. I will get back to you as soon as I get an answer.

Regarding the menu of your site, I haven't change anything in the site.

Regards,
Carlos

October 22, 2019 at 3:37 pm #4803817

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Tony,

I would like to ask you to follow this steps:
- Activate the debug mode of the site by following this steps: https://wordpress.org/support/article/debugging-in-wordpress/
- Activate the Javascript console of the browser: hidden link
- Re-submit a page for translation to Gengo.

Do you see any error in the Javascript console, the debug.log file within wp-content and/or the communication log in WPML -> Support -> 'communication log' link (https://wpml.org/documentation/support/debugging-wpml/#how-to-send-communication-log-to-the-supporters)?

Regards,
Carlos

October 22, 2019 at 4:02 pm #4804139

Ahmed Ibrahim
Supporter

Languages: English (English ) Arabic (العربية )

Timezone: Africa/Cairo (GMT+02:00)

Hi, This is Ahmed Ibrahim from the Translation Proxy integration team.

I have checked your jobs and as I can see that your jobs have arrived at our Translation Proxy server without issues and to let you know the Translation Proxy is the middleware service between WPML and Gengo service, so maybe something went wrong and Gengo couldn't receive the jobs from our TP.

So, for now, I will need to resend one job to the service and check the logs file in our TP to catch any error between TP and Gengo, so if this is ok for you, please let me know which page to send and for which language?

Also when I visit your site I see the dashboard but without any css or design, see the attached screenshot, so do you know why this happened? and can you fix it?

Best regards.

October 23, 2019 at 4:52 am #4807353

tonyL-14

Hi Ahmed,

Thanks for your help.

You can submit "Home" or any page to Gengo for testing, we can cancel the job on Gengo later. You can translate from English to Spanish.

The page works fine with me. Could you please try again?

Thanks