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

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This topic contains 37 replies, has 2 voices.

Last updated by Kor 8 months, 3 weeks ago.

Assisted by: Kor.

Author Posts
September 6, 2023 at 9:46 am #14350373

yoniT-2

Why can the issue not be resolved on our testing environment. It is preferable that we do it there. All our previous issues were troubleshooted there.

September 6, 2023 at 9:50 am #14350425

Kor
Supporter

Languages: English (English )

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

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.

September 7, 2023 at 8:38 am #14357077

yoniT-2

Hello kor, Can you explain to me how the 2nd tier of support can help escalate this matter and keep the troubleshooting to our backup website?

September 7, 2023 at 1:59 pm #14360403

Kor
Supporter

Languages: English (English )

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

Thank you for your response.

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.

September 7, 2023 at 2:59 pm #14360889

yoniT-2

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?

September 7, 2023 at 3:34 pm #14361363

Kor
Supporter

Languages: English (English )

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

Thank you for responding.

I apologize for any inconvenience caused. Understood, I now recognize that obtaining a copy of your website is not allowed.

In the next steps, would it be possible for you to reproduce the issue on a sandbox site that I have set up for your convenience?

hidden link

September 8, 2023 at 12:06 pm #14366469

yoniT-2

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.

please keep the troubleshooting in the www2.

September 8, 2023 at 2:56 pm #14367577

Kor
Supporter

Languages: English (English )

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

Thank you for responding.

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.

September 12, 2023 at 12:28 pm #14383741

yoniT-2

Hello Kor

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.

September 12, 2023 at 5:51 pm #14385801

yoniT-2

hello kor
please let me know if you have seen my message and or need anything else for the troubleshooting.

September 12, 2023 at 7:33 pm #14386023

Kor
Supporter

Languages: English (English )

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

Thank you for your response.

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.

September 13, 2023 at 9:35 am #14388637

yoniT-2

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.

September 14, 2023 at 12:32 pm #14397017

yoniT-2

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

September 14, 2023 at 7:39 pm #14399503

Kor
Supporter

Languages: English (English )

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

Thanks for your patience.

I've already escalated it to our 2nd Tier Support and I will come back to you once I hear from them.

September 18, 2023 at 7:44 am #14409681

yoniT-2

Hello Kor
is there any updates from the 2nd tier support?

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