This thread is resolved. Here is a description of the problem and solution.
Problem: The client allocated 6000 credits to their staging site but received a message indicating no credits were available when trying to translate content. Additionally, they encountered a 'critical error' message when attempting to translate certain pages.
Solution: 1. We assigned 10k credits to the client's automatic translation account, which they should now see in the top left area of their WPML Translation Management page.
2. We advised the client to move the original 6000 credits back to their WPML.org account by clicking the blue "add/remove credits" button on their WPML account downloads page.
3. We instructed the client to remove the current site key from their WPML account, generate a new one, unregister WPML from the old key, and re-register WPML with the new key on their website. This process is to re-establish the connection between the website and a new clean automatic translation account.
4. For the 'critical error' issue, we recommended checking server configuration and compatibility with WPML's minimum requirements, activating WordPress debug, and testing for plugin or theme conflicts by deactivating all non-WPML plugins and switching to a default WordPress theme.
If the solution provided here does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 you still need assistance, please open a new support ticket at our support forum.
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I would like to request temporary access (wp-admin and FTP) to your site to take a 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.
- Please make a backup of the site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.
I was sure I had replied, but when I just came to check if you had responded, it said you were still waiting for me. Apologies. The answer is no; there has not been a different domain used for this staging site. There is of course, a live site hidden link but that is separate.
The only recent change to the staging site has been switching from pay-as-you-go for WPML to pre-paid credits, and that isn't related to the domain.
We have a meeting with our client tomorrow (Tuesday) and really need to be able to give them an update as to why we haven't made any progress on translating parts of their staging site. Please can you advise on what the problem is and how we can resolve it.
I am afraid I don't see any credits when I follow the link. I get taken to the WPML > Translation management > Tools page. See screengrab of what I see attached. Please can you re-upload and share a screengrab of what I should see? I have been able to remove the 6000 credits that were assigned to the account via my WPML account.
I am very much looking forward to being able to progress these translations.
To clarify, before, when I sent you a temporary login link, it was within a private message that you shared with me. I don't seem to be able to generate that myself. Ideally, we wouldn't lose the whole weekend, I have to leave for the day at 2.45GMT so would like to at least make sure you have access to the website before then. Is that possible?
Hi Katharine. I thought that maybe you could reactivate that same URL, did not know that you have to generate a new one.
Sure! You should be able to edit that message and add the new link but I am also activating the private field below.
But even if you would share this URL without a private link, any URLs that are not from our documentation pages are automatically hidden from anyone else, only you and I can see it so it is safe to share it even without a private area.
the credits have appeared. So I tried to do the translations:
- I tried to translate all Asia 'person' pages
- Got the 'critical error message' again - see screen grab
- Now all Aisa people have the egg timer next to them, and the tool tip says 'Chinese simplified waiting for translator' - see screen grab
Please, can you tell me why I can't translate these pages? It is getting very frustrating and I still can't give the client an update.
