Please make sure to update to WPML 4.3.5 and check our list of Known Issues before reporting

Hi, Amit here, I am the WPML Support Manager, our current ticket queue is high, update your WPML plugins and make sure you meet the minimal requirements for running WPML before reporting an issue please - many tickets are resolved doing that

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This topic contains 9 replies, has 2 voices.

Last updated by Carlos Rojas 2 weeks, 2 days ago.

Assigned support staff: Carlos Rojas.

Author Posts
November 11, 2019 at 5:23 pm #4926869

michaelS-206

I am trying to:

Link to a page where the issue can be seen: on every page in the admin backend

I expected to see: no error message 🙂

Instead, I got: an error message 🙂

November 12, 2019 at 1:56 pm #4932151

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hello,
Thank you for contacting WPML support.

1.- 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.

2.- Please increase the PHP Memory Limit. Minimum requirements are 128Mb: https://wpml.org/home/minimum-requirements/
You can add this to wp-config.php to increase WP memory:

/** Memory Limit */
define('WP_MEMORY_LIMIT', '128M');
define( 'WP_MAX_MEMORY_LIMIT', '128M' );

- Add it above the line /* That's all, stop editing! Happy blogging. */

Kind regards,
Carlos

November 14, 2019 at 3:26 pm #4948307

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi there,
Thank you for the information provided.

I tried to log in the site using the credentials provided but they failed. Could you double check the credentials provided and edit your previous message if necessary?

Regards,
Carlos

November 15, 2019 at 2:33 pm #4954809

michaelS-206

I added a screenshot from the login credentials. They are working for me.

November 18, 2019 at 9:32 am #4963479

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi,

The credentials that are failing are the wp-admin credentials. I tried again and they are still failing.

FTP credentials work correctly.
Regards,
Carlos

November 18, 2019 at 5:13 pm #4967069

michaelS-206

ok, please try again

November 19, 2019 at 11:00 am #4971051

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi there,
Thank you very much for your message.

This time I was able to log in the site correctly, however the permissions of this user doesn't allow me to install a plugin to check the database of the site.

Could you give permissions to the user to have full access? Or, could you share a database copy?

Regards,
Carlos

November 20, 2019 at 6:19 pm #4983323

michaelS-206

I added the download link to the database dump in the private message

November 21, 2019 at 9:18 am #4986241

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi,
Thank you very much for sharing a copy of the database.

I have escalated this ticket to our 2nd tier of support where our 2nd tier specialists will take a deeper look at the database and will find a solution.

I will get back to you as soon as I get an answer from them.

Regards,
Carlos

November 21, 2019 at 4:21 pm #4990809

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

Timezone: Europe/Madrid (GMT+01:00)

Hi,

Our specialists solved the issue by clearing "icl_admin_messages" key in the wp_11_options table.

Please follow the same steps in the live site and confirm that the issue disappear.
Regards,
Carlos