[Escalated to Compatibility team] Course pages showing 404 errors intermittently with WPML + Tutor LMS integration

Hi,

Thank you for contacting the support.

Please note that only the Pro version of Tutor LMS is compatible with WPML and requires the installation of their hidden link">WPML Addon. Please make sure that you're using Pro version and the required WPML addon.

Additionally, please provide the debug information of your website for an overview of your setup. See https://wpml.org/faq/provide-debug-information-faster-support/ for more information.

I've enabled the debug information section for your next reply.

Additionally you can also take a look at https://wpml.org/faq/checklist-before-opening-a-ticket-in-wpml-support/ and cross-check for a few initial fixes.

See https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ for details on privacy and security.

Regards.

Thank you for the debug information, which apparently looks fine along with the use of Tutor LMS Pro.

You can connect via chat and any available supporter can help you around. If you wish to continue over this ticket, please try the following:

Take a full backup of your site and database before proceeding. It is highly advised to try these on a dev or staging site first, so your live site isn't compromised.

1) Increase “WP Memory Limit” to at least 128MB while 256MB is recommended. See https://wpml.org/home/minimum-requirements/ for detailed information. You can set this in your wp-config.php file by adding following code:

define( 'WP_MEMORY_LIMIT', '128M' );
define( 'WP_MAX_MEMORY_LIMIT', '256M' );

Remember to add these lines before the line where it says:

/* That's all, stop editing! Happy publishing. */ 

See https://wordpress.org/support/article/editing-wp-config-php/#increasing-memory-allocated-to-php for details. Increasing WP Memory helps improve the performance.

2) Then deactivate all plugins except WPML, String Translation, Tutor LMS & Pro.
3) Switch to a standard theme like 2024 or 2021.
4) Clear all caches and check for the issue if it still happens.
5) Then start activating plugins one by one while keep checking for the issue. This way you 'll be able to pinpoint a conflict when & where it starts creating the problem.
6) If after activating all plugins you see that it still works fine, then switch to your theme and see if that's causing it.

Please let me know your findings and I'll try my best to help you further on the matter.

Thank you for the updates.

For the lesson link (hidden link), I see 404 all the time.

For course URL (hidden link) I couldn't reproduce a 404, however, I'm wondering what's the English URL for this? Because I enabled Footer Language Switcher also and looks like there's no English (default) language URL about it. This shouldn't be a problem, but for the sake of translation workflow, default language content should exist also.

Anyways, moving forward, I need to deactivate plugins which also includes the plugin providing temporary access link. Since I can not edit my profile (trying to edit returns with "You don't have permission to access this page" error).

So I request temporary access (WP-Admin and FTP), with proper user/password.

Your next answer will be private, to share this information safely.

See https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ for details on privacy and security.

P.S.: If you don't see the section for providing access information, do not write in the message box or the information may appear as public. I've also removed the temporary access link from your previous public message.

I understand the issue is not caused by the plugin providing temporary link. But the point is to check by deactivating other plugins, as well as, being able to access my user profile for some related settings like seeing admin bar on the frontend and etc.

Other than that a proper user/password based access is needed to debug in more detail and to escalate the issue as needed.

I have already removed the previously provided temporary link from your previous public message (as per our forum policy), for safety reasons. So I don't have access to your site anymore.

Your next answer will be private, to share this information safely (with proper user/password).

See https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ for details on privacy and security.

P.S.: If you don't see the section for providing access information, do not write in the message box or the information may appear as public. I've also removed the temporary access link from your previous public message.

Thank you for the updates.

Apparently there was the following critical error, coming from Hello Elementor theme, which perhaps has been customized:

PHP Fatal Error: Uncaught Error: Call to undefined function get_field()
Stack trace:
#0 /wp-includes/class-wp-hook.php(324): blankslate_load_scripts()
#1 /wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()
#2 /wp-includes/plugin.php(517): WP_Hook->do_action()
#3 /wp-includes/script-loader.php(2299): do_action()
#4 /wp-includes/class-wp-hook.php(324): wp_enqueue_scripts()
#5 /wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()
#6 /wp-includes/plugin.php(517): WP_Hook->do_action()
#7 /wp-includes/general-template.php(3192): do_action()
#8 /wp-content/plugins/pro-elements/modules/theme-builder/views/theme-support-header.php(27): wp_head()
#9 /wp-content/plugins/pro-elements/modules/theme-builder/classes/theme-support.php(72): require('/home/u27332901...')
#10 /wp-includes/class-wp-hook.php(326): ElementorPro\Modules\ThemeBuilder\Classes\Theme_Support->get_header()
#11 /wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()
#12 /wp-includes/plugin.php(517): WP_Hook->do_action()
#13 /wp-includes/general-template.php(38): do_action()
#14 /wp-content/plugins/tutor/classes/Utils.php(9731): get_header()
#15 /wp-content/plugins/tutor/templates/single-course.php(26): TUTOR\Utils->tutor_custom_header()
#16 /wp-includes/template-loader.php(106): include('/home/u27332901...')
#17 /wp-blog-header.php(19): require_once('/home/u27332901...')
#18 /index.php(17): require('/home/u27332901...')
#19 {main} thrown in /wp-content/themes/hello-elementor/functions.php on line 58
Theme: Hello Elementor
File: /wp-content/themes/hello-elementor/functions.php
Line: 58

So I had to switch to a standard WordPress theme, since support for custom coding is out of scope of this forum.

However, with the minimal possible setup and a default theme, the issue of 404 not found on Swedish translated Lessons is more evident (i.e. happening all the time and not an intermittent one).

I also reproduced the issue in a fresh sandbox site. Issue is more or less the same but in my case, the language switcher is producing wrong URLs. However, if I change the language at a course page and then continue with lessons, it goes fine. But as soon as I try to change language from the language switcher, I get 404 (in case of both languages).

So as a next steps, I'm downloading a backup of your site via All in One Migration plugin, as well as, a backup of my sandbox site. And 'll escalate to our 2nd tier team for further investigation.

Please note that it may take some time, as we've a weekend ahead also. However, I'll try my best to add notes about urgency of the matter.

Besides this, your availability hours for chat are out of my work hours. However, you can connect to chat anytime and can refer to this ticket. An available supporter will try to catch up. But please note that since the issue 'll be escalated, the chat may not be much useful.

I'll keep you posted as the matter progresses further.

The matter has been further escalated to our compatibility team. As I mentioned earlier that it may take some time, your patience is highly appreciated.

I'll update you as soon as there's more to it.