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This topic contains 8 replies, has 2 voices.

Last updated by Carlos Rojas 3 months, 1 week ago.

Assigned support staff: Carlos Rojas.

Author Posts
July 3, 2019 at 11:25 am #4135441

Stijn Cornel

I am trying to: Update pictures

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

I expected to see:The updated pictures

Instead, I got:No new pictures on the page. When i deactivate wpml translation management the new pictures are visible.

July 3, 2019 at 12:22 pm #4136179

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hello,
Thank you for contacting WPML support.

I would like to ask you to follow this steps in order to isolate the cause of the issue:
- Back up your site first before making any change, this is for security reasons.
- Update all outdated plugins and themes.
- Flush any cache memory that might exists.
- Deactivate all the plugins that are not related to WPML.
- Switch for a moment to a WordPress default theme like Twenty Seventeen.
- If the issue is gone, activate one by one to see with which one there is an interaction issue.

Could you tell me the result of this steps?

Kind regards,
Carlos

July 3, 2019 at 1:26 pm #4136821

Stijn Cornel

Hi Carlos,

I've allready done these steps, still not working. What to do now?

Regards, Stijn

July 3, 2019 at 1:28 pm #4136879

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Stijn,
Thank you very much for your feedback.

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.

Regards,
Carlos

July 4, 2019 at 9:18 am #4141859

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Stijn,
Thank you very much for the information provided.

I applied some troubleshooting steps in the site and I would like to ask you if the issue disappeared.

If the issue persists I kindly ask you to attach a screenshot of the correct images so I can compare.

Best regards,
Carlos

July 4, 2019 at 9:52 am #4142095

Stijn Cornel

Hi Carlos,

When I try to update the picture gallery on this product page: hidden link Nothing changes. I tried to delete the pictures or add new one. But it seems like nothing is saved of the changes.

When I disable WPML Trans Management, I can delete pictures and add new one. And they are shown on the page.

Thanks for helping me out!

Regards, Stijn

July 4, 2019 at 10:33 am #4142401

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Stijn,
Thank you very much for your feedback.

In this case I suspect that there might be an interaction issue with a third party functionality. I would like to ask your authorization to run some tests in the site and I will also need your confirmation that you have a full backup of the site.

Note: I'm more than happy to help you and also I'm cuban 🙂

Regards,
Carlos

July 4, 2019 at 1:51 pm #4144087

Stijn Cornel

Hi Carlos,

That is coincidental you're Cuba. Also from Havana by any chance?
We have automated back ups every 24 hours, so I can give that authorization.

Regards, Stijn

July 4, 2019 at 2:39 pm #4144625

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi Stijn,
Thank you very much for your authorization.

I took a deeper look at the site and it seems that this product was originally created in English, that's why when you make a change in Dutch it won't affect the product because the gallery is set to be copied.

The right way to change images is in the English version of the product and then updating the Dutch version: hidden link

And yes, I'm from Havana too 🙂

Regards,
Carlos