Thank you for contacting our support. I will be happy to help you today.
From what I see, the issue looks like a conflict between plugins or themes on the site. It could be with WPML or other plugins. To confirm, can you please deactivate WPML on the site and see if the issue still exists? If yes, please deactivate all plugins/themes on the site and activate them one by one to find which one is causing the problem.
IMPORTANT: Please take a complete backup of the site before deactivating plugins to avoid data loss. You can use plugins like https://wordpress.org/plugins/updraftplus/ for the backup.
If the issue goes away when WPML is deactivated, would you please share the following details for us to troubleshoot it further?
1. Is the issue still there if you switch to another language from the top bar and logout?
2. What is the URL in the browser after you logout and see the 404 page?
3. Is the issue still there when you test login/logout from an incognito window?
Since this is a public forum, I have removed the credentials you shared in your previous reply. You should only post credentials when asked for, and a private reply is enabled.
To confirm if the issue is a conflict between WPML and some other plugin/theme, can you please also test with all plugins/themes on the site deactivated except WPML, any WPML plugins like WCML, and WooCommerce?
I can see you have a custom login page URL on your site that could interfere with the login/logout function and conflict with WPML, so start with the plugin/theme you are using to change the login URL.
Please let me know how that goes or if you need further help.
I have already did what you asked . Its been two days already can you please just log in and see if you can fix the issue. I dont want to keep back and forth on this . I need to resolve this issue ASAP. The client is unable to logout on a eCommerce site.
Subash is off today, so I am taking care of this ticket, hope that is OK. 🙂
1) Can you please confirm that the issue still happens when only WPML plugins and WooCommerce is enabled?
2) If that is true, we would need to access both your site's wp-admin and FTP account. Be sure to provide both.
Please make a full backup of your site (files and database) and confirm it in your next reply. I might need to enable/disable plugins, switch themes and access your website database.
I have enabled the private username and password fields in your next reply.
You can safely add your information into these fields.
I am able to replicate the issue on your site. I see the login URL is modified with Defender Pro plugin at: Defender Pro -> Tools -> Mask Login Area.
The issue seems to be a conflict between WPML and Defender Pro or between WPML, Defender Pro, and some other plugins. Although I could not replicate the problem on my test site when deactivating either WPML or Defender Pro/Mask Login Area on your site, the logout works fine.
Please note that Defender Pro is not on our official compatible plugins list linked on the next link, and is not tested with WPML before, so there might be some incompatibilities. Therefore, If you haven’t already done so, I recommend asking the Defender Pro plugin provider to see if the plugin is compatible with WPML.
I will need to deactivate all other plugins on the site except WPML and Defender Pro for further troubleshooting. Can you please confirm that a full site backup is already done and it is okay to deactivate plugins on the site from our end?
If you have a staging site where we can further troubleshoot the issue, it will be better to test the problem there to prevent data loss on the main site. Or, if you prefer us to migrate a copy of the site to our test site and debug further, we can do that.
Please go ahead to further test the issue we need to solve this asap as anther site we have has the exact same issue as well besides the one you are working on now.
After further troubleshooting, I found that the Defender Pro plugin’s “Mask Login Area” area is conflicting with WPML on your site.
I tried replicating the issue at my end again, but I could not replicate it on a clean site with the Defender free version, so it looks like the problem is only with the Pro version of the Defender plugin. Please note that the Defender plugin is not on our official compatible plugins list linked on the next link so there could be some issues. https://wpml.org/plugin/.
I recommend you contact the Defender Pro plugin provider and see if they can join our Go Global program linked next and work with us on making the plugin compatible with WPML. https://wpml.org/documentation/support/go-global-program/
As a temporary fix for the issue, please:
1. Go to WPML -> Settings page
2. Scroll to log in and registration pages
3. Disable the “Allow translating the login and registration pages” option and save.
This will fix the logout issue on the site, but please note if you are also translating the login and registration page using WPML, the feature will not work with these settings update.
Regards,
Subash
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