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This topic contains 6 replies, has 3 voices.

Last updated by Amit 1 year, 2 months ago.

Assisted by: Bobby.

Author Posts
November 2, 2023 at 8:25 am #14713243

moustafaM-5

Link to a page where the issue can be seen: All Arabic version of website!

I expected to see: Arabic version of website.
Instead, I got: Critical error!

The issue just appears after I edited the products categories' translation.

If you want a user to my dashboard, it's OK.

Web capture_2-11-2023_102122_amaraonlinestore.com.jpeg
November 3, 2023 at 7:17 pm #14728475

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Hello,

I would need to see the detail of the error.
You can see how to enable debug logging here:
https://wpml.org/documentation/support/debugging-wpml/

Go in your wp-config.php file and look for define(‘WP_DEBUG’, false);. Change it to:
define('WP_DEBUG', true);

Edit your wp-config.php file and add these lines, just before it says 'stop editing here':

ini_set('log_errors',TRUE);
ini_set('error_reporting', E_ALL);
ini_set('error_log', dirname(__FILE__) . 'https://cdn.wpml.org/error_log.txt');

This will create an error_log.txt file in your site's root directory. Please send me its contents.

November 4, 2023 at 10:40 am #14730613

moustafaM-5

You can't be serious......

the website now is down!!!
you can check it out: hidden link

which message you want every line have messages!
I can't find error_log.txt

I'll give you login credentials to our dashboard if you want!

Web capture_4-11-2023_123540_amaraonlinestore.com.jpeg
November 4, 2023 at 10:42 am #14730643

moustafaM-5

Deprecated: preg_replace(): Passing null to parameter #3 ($subject) of type array|string is deprecated in /home/u906756826/domains/amaraonlinestore.com/public_html/wp-content/plugins/white-label-cms/includes/classes/Admin_Menus.php on line 249

November 5, 2023 at 9:26 am #14732459

moustafaM-5

I am writing to express my extreme disappointment with your customer service and after-sales support. I recently purchased a WPML plugin for my website, and it has been nothing but a nightmare.

First two days were excellent, and everything was well, and I translated almost the full site! Then the plugin crashed my website and stopped all workflow! after I translated the store categories, I think! And ... for 4 days I'm trying to contact you! This issue delayed the delivery of a project to a client by 4 days until now!

Is it normal to respond to an open ticket after more than 36 hours? How can an organization of your size be so careless and unprofessional? And now no-one answers me for two days!

The irony of the situation is that you tell us on open ticket form (Our stats show that if you give debug info when you ask for support, we will solve the problem in 5 hours less time, requiring 4 less back-and-forth messages)!!!!

I can just restore the last backup before your plugin. But I used +3K of my credit to translate all the products! I don't lose all those credits!
So, please someone help me solve the issues on my website

Ticket: NOVEMBER 2, 2023 - AT 8:25 AM - #14713243

I am attaching screenshots to show you the extent of the poor and careless behavior of your customer service representatives.

hidden link

Web capture_5-11-2023_111634_wpml.org.jpeg
November 6, 2023 at 7:11 pm #14741449

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Hi there,

I understand your concerns and frustration with this, please note that it is not typical to have to wait for 36 hours before one of our team members reviews and replies to your ticket, unfortunately, there can be times when our support is experiencing a spike in requests which is what I believe happened here before I took over your ticket.

Also, I want to note that we are offline during the weekend which is why you are receiving my reply today, and it is not because the ticket was not prioritized.

To speed things up for you, I have enabled the private field reply where you can share access to your site for me to review further what is causing this fatal error and provide a solution (the error shared above looks like a warning and would not cause this behavior alone).

NOTE: Always have a recent and working backup before making any changes recommended by our team or a 3rd party

November 13, 2023 at 8:21 pm #14792177

Amit
Supporter

Hi, Amit here; I am the WPML Support Manager.

If you still need our help, please help us and provide the details that Bobby requested so we can take a deeper look and resolve the issue.

Thank you!
Amit