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This topic contains 10 replies, has 3 voices.

Last updated by Marcos Vinicios Barreto 3 months, 3 weeks ago.

Assigned support staff: Marcos Vinicios Barreto.

Author Posts
June 18, 2019 at 12:38 am #4039043

karlheinzR

Every time when I try to install your service Website goes down. Don't understand why??
Thanks for helping me

June 18, 2019 at 1:04 am #4039053

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for contacting WPML Support. I would like to request temporary access (wp-admin and FTP) to your site to take 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. The information you will enter is private which means only you and I can see and have access to it.

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. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

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/

**IMPORTANT**

- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link

Please, let me know if you need any additional details. Have a nice day.

June 18, 2019 at 10:42 am #4042863

karlheinzR

Hey, still didn't do backup. Waiting for my web developer..Do you want me to send you the wp log in details already??
Thank you

June 18, 2019 at 2:54 pm #4044583

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the updates. Please, provide me with some WordPress Dashboard and FTP access details, so, I can take a better look in your issues. A private reply is enabled for you again, thank you for your collaboration, have a nice day.

June 18, 2019 at 5:40 pm #4045559

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the provided details. I tried to access your website using the provided FTP details, but they don't seem to be targeting the right server public html folders. Can you review it please? It is important so I can give a closer look in the debug log in order to uderstand the cause of your issues. Thank you for your collaboration, have a nice day.

June 19, 2019 at 1:42 am #4046919

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the provided details. I took a detailed look in your website and the reason for your issue is a server incompatibility issue. Please, proceed according our instructions at: https://wpml.org/errata/php-7-possible-issues-simplexml/ and let me know if it helps. Have a nice day.

June 19, 2019 at 6:15 am #4048247

karlheinzR

Morning, thanks for your diagnosis..
Could you please give me hand and help to install and update ??

June 19, 2019 at 3:35 pm #4052879

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Hello,

Thank you for the updates. While we really would like to help every customer in every request, unfortunately server management is not in the scope of our support, the reason we can't help in such is request is related to our queue of support, when we spend some time solving some issues out of our support scope we end up delaying customer's requests into our support scope. We really sorry for that and hope you understand, have a nice day.

June 21, 2019 at 11:15 pm #4069451

karlheinzR

Hello, finally O could install your service. I started to translate everything worked and now other problem.. I translated my website to German and the buttons buy now or in German kaufe jetzt don't work. There is an issue..On English site everything works all right but not German. .Please could you check what's the issue.
Thanks and waiting for your reply
Karl

June 24, 2019 at 4:14 pm #4078497

Otto
Supporter

Languages: English (English ) Spanish (Español )

Timezone: America/Argentina/Buenos_Aires (GMT-03:00)

Hello,

Glad to hear that it now works. As the original issue is resolved may I kindly ask you please to open a new ticket for your new question? This way we will be able to help you better and also help other users with similar problems find solutions when searching the forum.
 
Thank you!

Kind regards,

Otto
 
 

June 25, 2019 at 8:45 pm #4087163

Marcos Vinicios Barreto
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Bahia (GMT-03:00)

Ticket status update.