Thank you for responding. I must escalate this matter to our 2nd Tier Support for additional help. Unfortunately, I am unable to furnish the IP address required for whitelisting. This is why I am requesting a duplicator copy, which would allow me to import your website onto our Cloudways staging site for the purpose of troubleshooting.
Our second-tier support team is likely to follow these steps:
1. Initially, they will update the WPML plugins to the latest version and then navigate to WPML > Support > Troubleshooting, where they will execute the available options in an effort to resolve the issue.
2. They will import your website into our development environment for thorough troubleshooting.
3. Additionally, they will attempt to replicate the issue on another development site, using the same theme and plugins that you have employed.
Should a solution be identified, it will be promptly shared with you, and any development or staging sites, along with all imported data, will be removed for a clean resolution.
Hello Kor, thanks for explaining. I have question, wouldn't importing our data be the same thing as making a local copy of it which we specifically asked to not have?
Hello, To reproduce the problem we would need to rebuild all the product pages from scratch and that still wouldn't guarantee we would be able to reproduce it and also it would take way too long.
As a reminder our two issues are:
1. the Japanese translation of our tvu search page appears as a 404 despite being published and the page existing in our environment. hidden link
2. Random product pages sections change colour and/or have content go missing. this happens across all translations of that page.
As previously mentioned, I currently do not have a solution for your issue, and it's necessary for me to escalate this matter to our second-tier support team. To facilitate their investigation, could you consider cloning the website to a server that doesn't have IP restrictions in place?
Alternatively, if feasible, temporarily lifting the IP restrictions on your current Website hidden link would enable our second-tier support to access and inspect your website directly for a more thorough examination.
we have turned off the ip restrictions of the www2
please use this link to login hidden link and use the username and password I had already provided. please ask them to resolve this issue as soon as possible so we can restore our ip restrictions and because these issues have been on going for a while.
Can you grant me FTP access to your staging server files as well? Meanwhile, I will initiate a report and elevate the issue to our second-tier support team.
We cannot grant ftp access. What do you need it for downloading or uploading files? if you need to view a certain directory we can download it and provide it.
Hello Kor can you also ask them to look into this. Our Japanese translation of of our remote commentator page is facing a similar issue where the page is published but now whenever you try to open it it redirects you the Portuguese version. here is the link hidden link
