Kor
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Thanks for your reply. Could you please generate a new sitekey for your production(live) site? Then, replace the sitekey in WP > Plugins > Add New > Commercial Tab. Once you've done that, try translating a page again to see if it works.
If the issue persists, I will require temporary access (WP-Admin and FTP) to your production site to check further.
Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements.
Your upcoming reply will be treated with confidentiality and will only be visible to you and me.
✙ To resolve the issue, I may need your consent to deactivate and reactivate plugins and the theme, as well as make configuration changes on the site if necessary. This emphasizes the significance of having a backup.
As for the new bug that you discovered, I've split the ticket here https://wpml.org/forums/topic/support-page-wrongly-shows-plugins-not-installed/ so that we can follow up.
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Kor
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Thanks for your reply. I'm reviewing your production site now and working on this test page hidden link . I will come back to you shortly.
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cristianS-23
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I have provided access to Stage site already. Don't disable plugins on the live site.
I've reissued key for live and stage.
The issue is that your backend deactivates my license for gpdstore.net and stage.gpdstore.net after some time.
this is a new key for gpdstore.net -> 23625c9155
stage.gpdstore.net -> 00646f136c
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Kor
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Thanks for your reply. I will have to escalate this to our 2nd Tier Support. Could you please check why the staging site is down?
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cristianS-23
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error has been fixed, was caused by a developer pushing test code
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Kor
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Thanks. The site is up and I will escalate this further to our 2nd Tier Support for further investigation. I will come back to you once I've feedback.
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cristianS-23
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Hi there, it's been 9 days since I've contacted you and more than 2 weeks sinse we having this issue! When someone with required skills will be able too look into it!?!?
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Kor
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Thanks for your reply. We will have feedback soon from our 2nd Tier Support. My apologies for the inconvenience and the delay.
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cristianS-23
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Still nothing. No resolution, no support.
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Kor
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Thanks for your patience. I have some feedback from our 2nd Tier Support and this is what they mentioned.
This sounds like an issue with the database. Namely the icl_translation_status table.
I suggest checking the database for missing indexes and fields, testing a NEW page and checking if this helps.
Otherwise a package and escalation are needed
Since we've already tested this on a new page and the issue persists, I kindly ask for a snapshot/package of the site for further troubleshooting. Alternatively, with your permission, I can create one myself. For this purpose, I typically recommend using the free plugin "Duplicator." If you're already familiar with Duplicator (https://wordpress.org/plugins/duplicator/), please skip the following steps and simply send me the archive file you downloaded.
To guide you further, please adhere to these instructions:
1. View the Duplicator instructions video: hidden link
2. Consult WPML's instructions on providing supporters with a copy of your site: https://wpml.org/faq/provide-supporters-copy-site/
3. If the archive file exceeds 400MB, please use Duplicator's file filters to exclude cache, wp-uploads directory, media, and archive files.
Once you have the archive file ready, kindly share the link with us. You can utilize platforms like Google Drive, Dropbox, or similar for file sharing, as the snapshot file might be large.
Please note that your next reply will be private, visible only to you and me. You can paste the file link there. Rest assured that once the issue is resolved, I will delete the local site.
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Kor
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Thanks for your reply. I've shared the folder links with our 2nd Tier Support. They will download it and troubleshoot this further. I will come back to you once I've feedback.
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cristianS-23
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Because of your slow response and actions I've tried to fix myself. So, I've reinstalled WPML plugin, resynced key and now it has started syncing, however it seems that i has invalidated all of my content.
all the content which needed to be updated (previously translated using ATE) it's just retranslating now!!!
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cristianS-23
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It seems that best option for us is just to migrate from WPML to other platform. I'm exausted using WPML with all these bugs. it's just too much!
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Kor
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Thanks for your reply. My apologies for the ongoing issue. Our 2nd Tier Support is investigating this issue and we'll get some feedback from them soon.
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