[Escalated to 2nd Tier] Translations disappear at the page back-end
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Background of the issue:
I am working on a new website where Dutch is the main language and English is an additional language. I encountered issues with translations disappearing in the back-end for some pages, including the 'store' page. The translations are visible on the front end, but when I make adjustments, the fields for the English translation become empty, requiring me to re-enter all translations. This issue has occurred multiple times, including on a blog page.
Symptoms:
Translations disappear from the back-end after making adjustments, even though they are visible on the front end.
Questions:
What could be the problem causing translations to disappear in the back-end?
How can I prevent translations from disappearing again?
Before proceeding further, may I ask you to try the following please?
1) Take a full backup of your site and database before proceeding. It is highly advised to try these on a dev or staging site first, so your live site isn't compromised.
2) Deactivate all plugins except WPML, String Translation, ACF and ACFML.
3) Switch to a standard WordPress theme like 2021 or 2024.
4) Check for the issue if it still happens.
5) Then start activating plugins one by one while keep checking for the issue. This way you 'll be able to pinpoint a conflict when & where it starts creating the problem.
6) If after activating all plugins you see that it still works fine, then switch to your theme and see if that's causing it.
Please let me know and I'll try my best to help you further on the matter.
I put an export of the website into a test environment. First did a test on a page where I entered a missing field and saved it. Afterwards opened the page again and found that the field I had just filled in is empty again. When I fill in the field and all other fields are also filled in, the progress indicator is at 90% However, all fields are filled in. Closing page and opening it again gives the same result.
Afterwards, I set the WordPress default theme Twenty Twenty-Five instead of the Avada theme and disabled all plugins except those of WPML. Did another test, but unfortunately with the same result.
i made a screencast. Can I forward it to you? In it you can see the actions I did.
I can also get you a login so you can check it out for yourself at the test site.
Thank you for the updates and taking time to do all those tests.
Yes please it'd be great to share the screen recording. You can upload anywhere suitable and share the link.
I also need to take a closer look at your site. So I request temporary access (WP-Admin and FTP), preferably to a test site where the problem has been replicated.
Your next answer will be private, to share this information safely.
Also provide detailed steps to reproduce the issue and links to pages in the admin and on the frontend.
IMPORTANT: Please take a complete backup of the site to avoid data loss. I may need to activate/deactivate plugins also.
Thank you for the updates, I am working on this and 'll get back to you as soon as I find something or have a solution.
For the other issue, I recommend opening a separate ticket because as per forum policy we can only handle one issue per ticket. So you can get more to the point help, without mixing up several issues in one long ticket.
Thank you for your patience and cooperation. I've escalated the matter to our 2nd tier team for further investigation. I'll update you as soon as I hear back.
