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This topic contains 10 replies, has 3 voices.

Last updated by mollieW 2 months, 3 weeks ago.

Assigned support staff: Ahmed Ibrahim.

Author Posts
July 9, 2019 at 4:20 pm #4172961

mollieW

I am trying to: send a webpage for translation to MultiTrans.

Link to a page where the issue can be seen: hidden link

I expected to see: a translations received message

Instead, I got: Jobs in this batch are cancelled
Please try to send the content for translation one more time.

July 10, 2019 at 6:09 am #4176253

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

Thank you for contacting WPML support!

I have checked your chat ticket with Lauren - in order to debug this issue further quickly, would you be willing to provide me with temporary WordPress admin username so I could investigate the issue directly? I have marked your next reply private so you can safely add this information.

Also, I see that some of the issues has been resolved - can you tell me how can I reproduce it? It is about sending existing jobs, sending new jobs or canceling them? Do you have any job in the queue currently for which we can test?

https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

Please make a full backup of your site before sharing this info!

You can use plugins such as UpdraftPlus WordPress Backup Plugin (https://wordpress.org/plugins/updraftplus/) or ask your host to perform a site backup.

Regards,
Bruno Kos

July 10, 2019 at 3:34 pm #4182227

mollieW

Bruno,
I cannot allow you access to the backend of our WordPress site as we are a financial organization and we are not allowed to give access out of our offices.
However, the IT guy I'm working with on the problem can do a webex session with you and share his screen and do any backend work you require while you're watching. Would that kind of a setup work?

July 10, 2019 at 3:52 pm #4182417

mollieW

If you are using cloudfront as a content transfer network, this may be causing problems with our firewall.

July 11, 2019 at 7:24 am #4186641

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I completely understand the stance related to your clients' credentials - let me bring our translation services specialist here for a consultation.

Regards,
Bruno Kos

July 11, 2019 at 9:49 am #4188241

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I have escalated this case to our translation services specialist and he will reach out to you with further details.

Regards,
Bruno Kos

July 16, 2019 at 5:05 pm #4222607

mollieW

I have yet to receive a message from the translation services specialist. Is someone still going to reach out to me?
Also, until the web page transmission issue is resolved, I can send the content of the web pages via to SDL for translation. When I get the translations back, I can build the pages on the website. But I do not know how to link the English-language web page with its Spanish-language counterpart. Your WPML plugin connects the pages automatically and allows the user to toggle between English and Spanish pages.
Could you give me direction on how to connect the English and Spanish pages so the website can have the toggle functionality?
If I have this ability, I can keep my website updated with translations until the web page transmission issue is resolved.
thank you.

July 17, 2019 at 6:35 am #4226163

Bruno Kos
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hi,

I have pinged our specialist again, but as for this question:

Could you give me direction on how to connect the English and Spanish pages so the website can have the toggle functionality?

If I understood this properly, this is how you would do it:
https://wpml.org/forums/topic/connecting-to-translated-page/#post-2156218

So for example, if you have an original page and the translation, open that translation and select "this is a translation of" to none. Then either automatically or after a page refresh, there will be a "connect with translations" button you can click and choose the original page. Hopefully this helps.

Regards,
Bruno Kos

July 17, 2019 at 4:10 pm #4232081

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, sorry for my late reply, for somehow I missed the message from buron to check your ticket, and I'm on it now.

I'm checking the logs of our server, and I can see an error related to your job, so I'm sharing it with our developers and will update you asap.

Best regards.

July 18, 2019 at 1:01 pm #4238815

Ahmed Ibrahim
Supporter

Languages: English (English ) Arabic (العربية )

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

Hi,

We have investigated your issue, and as we can see that you have authenticated your service with a wrong URL, you are using "hidden link" while it should be "hidden link" so can you please de-authenticate the service and authenticate it again with the correct ID.

Best regards.

July 22, 2019 at 2:44 pm #4258861

mollieW

My issue is resolved now. Thank you!