Problem: The client was trying to update the WPML plugin to version 4.6.13 on a live site but encountered issues due to an inactive license and was unsure how to proceed with the update. Solution: We recommended a manual update procedure. First, we advised the client to create a full backup of the website. Then, deactivate and delete the current WPML plugins. The next step is to manually download the latest versions from the WPML account downloads page (https://wpml.org/account/downloads/). After downloading, navigate to the website's backend, go to Plugins > Add New > Upload Plugin, and then upload, install, and activate each plugin one by one. If the WPML plugin was previously registered, it might have been possible to update directly from the Plugins > Add New > Commercial tab by checking for updates.
If this solution does not resolve the issue or seems outdated, or if it does not apply to your case, we highly recommend checking the related known issues at https://wpml.org/known-issues/, verifying the version of the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 experiencing issues with HTML code being disrupted when using the Advanced Translation Editor in WPML to modify translations within Elementor. Solution: We recommend using the text search field located at the top left of the WPML Translation Editor to translate all CSS and, in this case, also a couple of JavaScript functions. This approach has resolved the issue for the client on their test site. Guide: https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/#main-features-of-the-advanced-translation-editor Please note that this solution may not be relevant if it's outdated or not applicable to your specific case. If you're still encountering problems, we highly recommend checking related 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 do not hesitate to open a new support ticket with us.
Problem: The client was experiencing issues with translations missing in the Advanced Translation Editor (ATE) even though they were present on the site.
Solution: We advised the client to re-translate the sentences in ATE if they had recently made changes to the HTML code that did not alter the sentences themselves. Changes in HTML tags and attributes can be seen as a block change by ATE, which might result in the content being erased. We also requested the client to provide a before/after comparison of the HTML code changes or replicate the issue on a clean WordPress installation provided by us, to help identify the root cause of the issue.
If you're experiencing similar issues, we recommend re-translating the affected sentences in ATE. If the problem persists, please provide detailed information about the changes made or replicate the issue on a clean installation and inform us of the steps taken.
Please note that the solution provided might be outdated or not applicable to your case. If the issue persists, we highly recommend checking related 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.
Problem: The client reported issues with WPML on their WordPress site hosted on Kinsta, including a disconnected license and error messages indicating a 'Division by zero' in the WPML code. Additionally, the 'jobs' page within WordPress was not loading translation jobs correctly, displaying messages that jobs could not be loaded or that the Advanced Editor jobs synchronization had failed.
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.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, we highly recommend 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. If the problem persists, please open a new support ticket with us.
Problem: The client updated a number in a sentence on the original page and expected to see only one segment needing adjustment in the WPML Advanced Editor. Instead, they found that the translation of half the translated segments on the page disappeared. Solution: We suggested that the issue might be related to how the original content was created. If the text was part of the same Block in the Block Editor or the same widget of a page builder, the observed behavior would be expected. To prevent this from happening, we recommend not placing all the text in one block or text widget. Instead, create one block or widget for each paragraph.
