Problem: The client reported that the logo was missing on translated pages of their website, showing only on the original English page. Instead of the logo, a placeholder appeared. Solution: We updated WPML to version 4.8.3 on the client's staging site.To resolve the issue, we navigated to WPML → Settings → Media Translation, deactivated the 'Automatically detect best options for translating image texts' option, ran the duplication of existing images across languages, and then reactivated the automatic option.
If this solution does not resolve your issue, or if it seems outdated, we recommend opening a new support ticket. We also advise checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum.
Problem: You added the official translations of your slogan 'Let's care together' to the glossary and triggered page regeneration. However, the pages are not regenerating with the correct glossary translation. Instead of 'DBAJMY O SIEBIE NAWZAJEM', you are seeing 'DBAJMY O TO RAZEM', which is an incorrect machine translation. Solution: We conducted a test on a new page, and it worked correctly, indicating that the issue might be specific to certain pages or settings. It's important to ensure that the glossary translations are reviewed and applied correctly. Here is a step-by-step approach to resolve this: 1. Review the glossary translations to confirm they are entered correctly. 2. Trigger a manual regeneration of the pages where the issue is observed. 3. Check the results to ensure the correct translation is applied. If you're still experiencing issues, it might be due to outdated solutions or specific configurations that are not covered here. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket at WPML support forum for further assistance.
Problem: If you're experiencing a 'page not found' error when using the language switcher on your 'About Us' page, even though the backend indicates that the page is translated into all target languages, the issue might be related to permalink settings or cache. Solution: 1. Navigate to Pages in your WordPress dashboard and find your 'About Us' page in English. 2. Check the translation icons for each language. If you see a 'page not found' error for a specific language, click the pencil icon to edit that translation. 3. Ensure the translation is published and not in draft or pending review. 4. Verify the page's permalink/slug in each language to ensure it isn't empty or conflicting. Adjust if necessary and update the page. 5. Go to Settings → Permalinks and click Save Changes to refresh WordPress permalinks, which can often resolve 404 issues. 6. If using Elementor templates, make sure the translated templates are published and correctly assigned. 7. After following these steps, use the language switcher on the frontend to check if the issue is resolved. If the problem persists, try clearing your site's cache and browser cache.
If these steps do not resolve the issue, it may be helpful to deactivate any caching plugins temporarily, such as the "Redis Object Cache" plugin, as this has been found to resolve similar issues for other clients.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket.
Problem: You are trying to proofread a specific translation using the ATE editor, but the editor fails to load the translation and hangs indefinitely. You received error messages indicating 'Auftragsdetails konnten nicht abgerufen werden' and 'Dateigrößenlimit überschritten', which suggests issues with retrieving job details and exceeding file size limits. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Navigate to WPML > Translation Dashboard, select your page, and assign it to translate by yourself. 2. Go to WPML > Translation, click on "Take and translate", and proceed with the translation.
These steps should help resolve the loading issue with the ATE editor. If the problem persists, it might be due to the translation job no longer existing or a new translation job having been started.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If these steps do not resolve your issue, please open a new support ticket at WPML support forum for further assistance.
Problem: After migrating the production site to a new server, both the staging and production sites were disconnected from WPML's translation memory and pay-as-you-go services. The client was unable to insert a migration code on either site as the option to do so was missing. Solution: 1. On the main site (usually production), navigate to WPML → Translation Dashboard → Tools tab. Under Connected Sites, copy the migration code. 2. On the secondary site (e.g., staging), go to WPML → Translation Dashboard → Tools tab. If the option to Enter the connection key of another site is missing and only a code to copy is visible, cancel the automatic translation account on this site. After any pending charges are processed and outstanding invoices are paid, the option to enter a migration code should appear. Paste the code from the main site here. 3. Confirm that both sites are now sharing translation memory and pay-as-you-go credits by checking under Connected Sites on the Tools tab. If these steps do not resolve the issue due to the absence of an input field for the migration code, it indicates a need for further investigation by the WPML support team. Possible causes could include account inconsistencies, licensing issues post-migration, or UI bugs.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If issues persist, please open a new support ticket for personalized assistance.
Problem: The client is trying to connect a staging site to the main website using the same site key for WPML, but encounters an error message 'Fehler beim Verbinden der Websites' (error connecting website) when inserting the key from the development site into the production site. Solution: 1. Each site must have its unique site key. If you're experiencing this issue, follow these steps: - Visit https://wpml.org/account/websites/ - If the site URL is already registered, delete it from the list. - Re-enter the site URL to generate a new site key. - Click "Show key" and copy it. - Enter the key under Plugins > Install > Commercial (tab) to re-register WPML. If WPML is still registered there, de-register it first. 2. If the staging site remains in use, use the "Copy" option on the migration banner to ensure each site uses a proper key. 3. Go to WPML > Support > Installer Support and click "Check now" on each site, then send screenshots of both reports.
If this solution does not resolve your issue or seems outdated, we recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket.
Problem: You are managing translators and notice that all translators have disappeared from the overview, except for one who is assigned all language pairs. When attempting to re-add translators, their names appear briefly and then vanish. Solution: If you're experiencing this issue, we recommend you follow these steps: 1. Backup your site. 2. Navigate to WP options. 3. Search for the option name
wpml-cache-translators-translate
. 4. Delete this option. This should resolve the issue with disappearing translators. If this solution does not apply to your case, or if it seems outdated, please check the related known issues and verify that you have installed the latest versions of themes and plugins. If the problem persists, we highly recommend opening a new support ticket at WPML support forum.
Problem: The client enabled Galician as a new language on their site but it did not appear in the list of enabled languages even after saving and reloading the page. The same issue occurred with other languages like Finnish. Solution: 1. We suggested applying a workaround involving database tables, which can be found in detail here: https://wpml.org/forums/topic/problem-with-tables-in-the-database-needed-to-report-to-support/#post-14371621 2. We recommended creating a staging site to further isolate and troubleshoot the issue. 3. The issue resolved itself, and we encouraged the client to contact us if the problem reoccurs.
If this solution does not apply to your case, or if it seems outdated, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. We highly recommend opening a new support ticket if the problem persists. You can do so here: WPML Support Forum.
The client reported an issue where the system hung with the message 'unable to retrieve job details' after applying a workaround for a previous problem.
Solution:
We suggested that this might be a temporary issue. As a first step, we recommend checking for any recent errors or warnings related to WPML:
- Look in the wp-content/debug.log file (if debugging is enabled)
- Visit WPML >> Support >> Advanced Translation Editor >> Error Logs to review any recent errors.
Additionally, if the problem remains, please try the following steps:
- Go to WPML >> Translation Management >> Translation Jobs
- Cancel the translation job for the affected page
- Go to Pages >> All Pages
- Please make a small change to the original page and save it
If the issue persists and the provided solution does not resolve the problem, or if it seems outdated or irrelevant to your case, we highly recommend opening a new support ticket. Also, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, you can contact us through the WPML support forum.
The client is experiencing issues with the WPML translation queue not loading, displaying the error 'Aufträge konnten nicht geladen werden'. This issue began after adding new languages and persists despite various troubleshooting steps, including disabling plugins and adding different language pairs to the translator profile. A 'Division by Zero' error was identified in the debug log, indicating a potential cause.
Solution:
We resolved the issue by running SQL queries to update the status of translation jobs in the 'icl_translation_status' table. First, we changed the status of jobs that were 'In Progress' (status 2) to 'Needs Update' (status 1) with the following query:
UPDATE `{wpdbPrefix}_icl_translation_status` SET `status` = 1 WHERE `status` = 2
Then, we set all remaining ongoing jobs to 'Finished' (status 10) using these queries:
UPDATE `{wpdbPrefix}_icl_translation_status` SET `status` = 10 WHERE `status` = 1;
UPDATE `{wpdbPrefix}_icl_translation_status` SET `status` = 10 WHERE `status` = 9;
After applying these fixes, we advised the client to go to WPML > Translation Management and resend any pages they wish to translate.
If these steps do not resolve the issue or if the solution seems outdated or irrelevant to your specific case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If problems persist, please open a new support ticket at WPML support forum for further assistance.
Problem: The client is unable to register their site with WPML due to a site key mismatch and communication errors with wpml.org. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Navigate to Plugins → Add New and select the Commercial tab. Click 'Unregister WPML from this site'. 2. After the page loads, click on 'Register WPML'. You will be prompted to enter the site key. Click on 'Get a key for this site'. 3. Complete the site key wizard in your WPML account and set it to 'Production site'. 4. Copy your new key and paste it in the Commercial tab. Afterwards, delete your old site key in the WPML account. If the communication error persists, contact your hosting provider and ask them to whitelist the following domains to ensure proper communication with WPML’s services:
Please note that this solution might be irrelevant if it’s outdated or not applicable to your case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket at WPML support forum.
