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This topic contains 20 replies, has 2 voices.

Last updated by Dennis 3 months ago.

Assigned support staff: Dennis.

Author Posts
June 28, 2019 at 4:33 am #4104327

galeP

Hi. I uploaded the WPML Multilingual CMS plugin to our site. Once activated, the site crashed and this error code was generated. Would you be able to give me insight into what happened? We really would like to use your plugin. Oddly enough the plugin didn't create the table This is the full error
multilingual-cms/inc/upgrade-functions/upgrade-3.1.9.5.php'), repair_el_type_collate
PHP Fatal error: Uncaught Exception: Table 'wp_apadev.apa_website_icl_translations' doesn't exist in /nas/content/live/apadev/wp-content/plugins/sitepress-multilingual-cms/inc/functions.php:672
Stack trace:
#0 /nas/content/live/apadev/wp-content/plugins/sitepress-multilingual-cms/inc/upgrade-functions/upgrade-3.1.9.5.php(3): repair_el_type_collate()
#1 /nas/content/live/apadev/wp-content/plugins/sitepress-multilingual-cms/inc/upgrade.php(151): include_once('/nas/content/li...')
#2 /nas/content/live/apadev/wp-content/plugins/sitepress-multilingual-cms/inc/upgrade.php(121): icl_upgrade_version('3.1.9.5')
#3 /nas/content/live/apadev/wp-includes/class-wp-hook.php(286): icl_plugin_upgrade('')
#4 /nas/content/live/apadev/wp-includes/class-wp-hook.php(310): WP_Hook->apply_filters(NULL, Array)
#5 /nas/content/live/apadev/wp-includes/plugin.php(465): WP_Hook->do_action(Array)
#6 /nas/content/live/apadev/wp-settings.php(394): do_action('plugins_loaded')
#7 hidden link): require('/nas/content in /nas/content/live/apadev/wp-content/plugins/sitepress-multilingual-cms/inc/functions.php on line 672
We where give the error code by our hosting support as they had to deactivate the plugin so that we could get our site back.
hidden link

June 28, 2019 at 6:43 am #4104827

Dennis
Supporter

Languages: English (English )

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

Hi,

Welcome to WPML Support forum.

It could be that a glitch occurred during the installation. I suppose you haven't done any translations yet, if that's the case I would like to recommend to uninstall WPML completely and re-install again. To do that, please follow these steps:

-deactivate all WPML plugins
-delete all WPML plugins.
-using PhpMyadmin manually delete all icl_tables (tables with 'icl_...' prefix) from the database.
-download a fresh copy of WPML plugin from your wpml.org account.
-install WPML and configure.

Does it help? Please let me know.

Kind regards,
Dennis

June 28, 2019 at 2:30 pm #4108629

galeP

Dennis, Unfortunately, we've already tried that. The second time we did that, I had to get our hosting company to uninstall it as I couldn't even get to the backend anymore. Our frontend developer has tried twice as well with similar results.

July 1, 2019 at 6:12 am #4115713

Dennis
Supporter

Languages: English (English )

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

Hi,

Thank you for your reply.

I would like to request temporary access (/wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. Your next reply will be set to private.

Maybe I'll need to replicate your site locally to continue debugging and escalate if necessary. For this I’ll need to temporarily install a plugin called “Duplicator” on your site. This will allow me to create a copy of your site and your content. Once the problem is resolved I will delete the local site. Please confirm if this okay with you.

Our Debugging Procedures
I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to BACKUP the site before providing us access.

Privacy and Security Policy
We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

Kind regards,
Dennis

July 2, 2019 at 6:29 am #4124303

Dennis
Supporter

Languages: English (English )

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

Hi,

Thank you for providing us the access details.

However, for some reason, the login credential for wp-admin does not work on my end. Could you please check and provide us with the updated wp-admin login details?

Thank you.

Kind regards,
Dennis

July 2, 2019 at 1:45 pm #4127547

galeP

It looks like someone went in and removed the login. I've added a new login.

July 3, 2019 at 2:14 am #4130863

Dennis
Supporter

Languages: English (English )

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

Hi,

Thank you for your reply.

However, I have to remove the provided WP login credentials on your previous message since it was posted publicly. For security reason, I would recommend changing the password immediately.

I will enable the access information box so you can securely share the updated wp-admin/FTP access details with us. Please enter the access details on the corresponding access information box to share it securely with us.

Kind regards,
Dennis

July 3, 2019 at 2:31 am #4131065

Dennis
Supporter

Languages: English (English )

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

Hi,

Thank you for your reply.

But the updated wp-admin login details still does not work on my end. Does it work on your end?

Kind regards,
Dennis

July 3, 2019 at 2:34 am #4131075

galeP

Let me try again. we are now having trouble with user logins.

July 3, 2019 at 2:41 am #4131103

galeP

I have a new login for you, but the secure link isn't working again.

I added it to the last private message.

July 3, 2019 at 2:47 am #4131141

Dennis
Supporter

Languages: English (English )

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

Hi,

I have now re-enabled the access information box for you.

Kind regards,
Dennis

July 3, 2019 at 4:02 am #4131657

Dennis
Supporter

Languages: English (English )

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

Hi,

Thank you for providing us the updated access details.

I was able to reproduce the issue on your site. I will consult our specialists about this issue as the issue still exists after the preliminary investigation procedures.

I will update you here as soon as I got some feedback from them.

Kind regards,
Dennis

July 3, 2019 at 4:03 am #4131659

galeP

Thank you.

July 3, 2019 at 4:15 am #4131703

galeP

Can this not only be escalated but put as high priority because unfortunately we will have to go a different route (not use your plugin) if we don't have it successfully activated within the next 12 hours. Thank you

July 3, 2019 at 7:55 am #4132813

Dennis
Supporter

Languages: English (English )

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

Hi,

I got a feedback from our specialist. I turns out that, WPML tables were not created all during installation thus the error occurs. Could you please check with your hosting if the MySQL user has permissions to create tables for your WordPress database?

Also, please try to turn off WPEngine's object caching and then try to re-install WPML.

Please let me know how it goes.

Kind regards,
Dennis