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Supporter timezone: Asia/Singapore (GMT+08:00)


This topic contains 37 replies, has 2 voices.

Last updated by Kor 9 months ago.

Assisted by: Kor.

Author Posts
August 24, 2023 at 10:48 am #14284203


I am trying to: We translated one of our product pages into multiple languages but the Japanese version is appearing as a 404 despite being published properly

Link to a page where the issue can be seen: hidden link (this is the back up version of the site)

I expected to see: the page should be published to live version properly

Instead, I got: a 404 page when trying to open the permalink and live site

August 25, 2023 at 7:14 pm #14293705


Languages: English (English )

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

Hi there,

Thanks for contacting WPML support.

Sorry, I cannot open that page without access.

Therefore, I will require temporary access (WP-Admin and FTP) to a test site where the problem has been replicated, if possible. This will enable me to provide better assistance and determine if any configurations need to be modified.

Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin ( to fulfill your backup requirements.

Your upcoming reply will be treated with confidentiality and will only be visible to you and me.

✙ To resolve the issue, I may need your consent to deactivate and reactivate plugins and the theme, as well as make configuration changes on the site if necessary. This emphasizes the significance of having a backup.

Also, could you please update the WPML plugin to the latest version?

August 30, 2023 at 8:10 am #14311117


Hello Kor, so our dev team recommended you access this link hidden link so they can whitelist your office IP address so that you can access our website backup. I will also need an email to give you admin access.

September 1, 2023 at 10:09 am #14325865


Hello, Kor I sent have given you access to our back up hidden link
let me know if you received an email with your username and password.

As a reminder of the task we need you to look into. this Japanese traslation of our TVU search product is published and visible in the backend but can't live it says its a 404. hidden link

Another issue I wanted you to look into is that some of our product pages have had section collars change and even content go missing. The product pages and sections it affects are random. The only pattern is it only happens in product pages. I have attached an example of sections changing colour vs what the section should actually look like. I have also attached an example of page's image going missing vs what that page should have looked like.

Please keep me updated on what you find or if you need any information.

Screenshot 2023-09-01 at 12.07.03.png
Screenshot 2023-08-22 at 17.51.42.png
Screenshot 2023-09-01 at 12.05.30.png
Screenshot 2023-08-02 at 17.32.05.png
September 4, 2023 at 8:20 am #14334379


Will add it now

September 4, 2023 at 8:30 am #14334481


Languages: English (English )

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

ok, please let me know once it's done.

September 4, 2023 at 8:33 am #14334517


Hello Your new IP has been added

September 4, 2023 at 9:22 am #14334837


I just recreated the account can you check now?

September 4, 2023 at 9:24 am #14334875


Languages: English (English )

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

Thanks for your reply.

I can reset the password now. However, I'm not receiving any emails from your Website. Could you please reset the password and share the password here so that I can log in to check on the issue?

September 4, 2023 at 9:32 am #14334967


this is the password: fANzV5O01WV*%uo(n31BuoKU
I also sent you the password reset email

September 4, 2023 at 12:41 pm #14336809


Hello Kor can you confirm you were able to access the website

September 4, 2023 at 2:47 pm #14338087


just to confirm you are attempting to login to this url correct? hidden link

September 5, 2023 at 10:57 am #14343201


Hello kor
Can you let me know if you were able to sign in

September 5, 2023 at 11:01 am #14343213


Languages: English (English )

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

Yes, I'm in now. Thanks. I will check and revert

September 6, 2023 at 3:14 am #14348219


Languages: English (English )

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

Thanks for your patience.

We apologize for the inconvenience, but in order to proceed with troubleshooting, we kindly request a site snapshot. Alternatively, with your permission, we can create a snapshot on our own.

For this purpose, we typically recommend using the free plugin "Duplicator." If you are already familiar with how Duplicator works (, please skip the following steps and simply send me the archive file you downloaded.

To assist you further, please follow these instructions:
Watch the Duplicator instructions video: hidden link

Refer to the instructions provided by WPML on how to provide supporters a copy of your site:

If the archive file exceeds 400MB in size, please utilize Duplicator's file filters to exclude the cache, wp-uploads directory, media, and archive files.

Once you have the archive file, please share the link with us. You can use services such as Google Drive, Dropbox, or similar platforms as the snapshot file will likely be large.

Please note that your next reply will be private, visible only to you and me. You can paste the link to the file there. Rest assured that once the issue is resolved, I will delete the local site.

The topic ‘[Closed] Translation page appearing as 404 despite being published’ is closed to new replies.