Advanced Translation Editor Leading to Blank Page

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client was experiencing a blank white page when trying to use the Advanced Translation Editor (ATE) on their website. Additionally, after attempting a solution, they encountered a 'Critical Error' message.
Solution:
1. We suggested making a minor edit to the primary language page to refresh the ATE and then retranslate the page.
2. When a 'Critical Error' occurred, we advised the client to perform a full backup of their website/server.
3. We identified that the server lacked the 'Multibyte String Extension', which was necessary for the ATE to function properly. We recommended checking if this extension was available and activating it on their hosting.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 problems persist, please open a new support ticket.

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Tagged: Not WPML issue

This topic contains 0 replies, has 2 voices.

Last updated by Kor 1 month ago.

Assisted by: Kor.

Author	Posts
November 4, 2024 at 2:14 pm #16361500
אודי חזן	Background of the issue: I am trying to use the advanced translation editor on my site hidden link. Symptoms: The advanced translation editor leads to a blank white page. Questions: How do I use the ATE without getting the blank white page. I'm on a Chrome browser. I attached a video of it happening. Here's the URL to the editor on our end: hidden link And the translation preview URL from which we get to the ATE: hidden link
November 4, 2024 at 2:32 pm #16361620
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your patience. Here is the ticket. I will need to closely examine your website. Therefore, I will require temporary access (WP-Admin and FTP) to a test site where the problem has been replicated, if possible. This will enable me to provide better assistance and determine if any configurations need to be modified. 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.
November 10, 2024 at 10:49 am #16385411
אודי חזן	We run a server backup every 24h, is that good enough? And we wanted to create a new user for you for our site, or do you specifically need the existing admin user?
November 10, 2024 at 7:48 pm #16386100
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Just a regular administrative account would be enough.
November 11, 2024 at 4:19 pm #16389606
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. I went to the translation queue here hidden link and reviewed your homepage in Spanish and German. Now you can edit the Spanish/German translations for your homepage. Could you try ? Could you review the rest of the pages and let me know how it goes?
November 12, 2024 at 8:21 am #16391268
אודי חזן	Hi, thank you! So I logged back in, went to review one of the translations, managed to open the advanced review editor, but when I tried to click on any of the lines to edit, it went to a white screen. You can see here in the screen recording: hidden link Did this happen on your end?
November 12, 2024 at 2:23 pm #16393199
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. I'm getting a "Critical Error" when I try to review a translation. Not sure what happened and could you please share FTP access to your server files? I need to enable debugging as explained here https://wpml.org/documentation/support/debugging-wpml/ on your Website so that I could check the error logs.
November 14, 2024 at 6:15 pm #16404618
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thank you for your response. Apologies, but the CPANEL login URL you provided isn't working on my end. Could you please double-check it? Additionally, you can reach out to your hosting provider and ask them to set up FTP access so you can share it with me.
November 19, 2024 at 1:21 pm #16419819
אודי חזן	Hi again Kor. We are waiting for our hosting provider to respond and then we'll be able to move forward with this.
November 21, 2024 at 1:51 pm #16429387
אודי חזן	We got a response from our hosting provider. We were told that due to security measures, access from outside of the country is prohibited. They will be able to allow specific access to a country or a permanent IP address. Can you please provide these details for us and we will pass it along to the hosting provider? Thank you!
November 25, 2024 at 8:14 am #16438092
אודי חזן	Hello Kor, Our provider enabled access for the IP you listed. You may access the website again with the details we provided earlier. Please let us know how it goes. Thank you so much for your help!
November 27, 2024 at 10:10 am #16448556
אודי חזן	Hello Kor, please excuse me for the delay again. Our host asked us to check with you whether you can give us an email address to get through the firewall that way. Can you give us your email address for this purpose? Thank you!
November 28, 2024 at 10:23 am #16454145
אודי חזן	Hi Kor, our provider sent you an email for the firewall. Please let us know if you are now able to access the site.
November 28, 2024 at 4:48 pm #16456448
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. I've checked and it looks like your server didn't have "Multibyte String Extension" installed which has "mb_ereg_replace_callback". So could you please check once if the Multibyte String Extension is available and activate on your hosting?
December 2, 2024 at 7:41 am #16464389
אודי חזן	Our provider just notified us that this feature has now been installed. How do we proceed now?