Issues with Echo Knowledge base Plugin

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Supporter timezone: Asia/Jerusalem (GMT+02:00)

Tagged: Compatibility

This topic contains 7 replies, has 2 voices.

Last updated by Itamar 4 months ago.

Assisted by: Itamar.

Author	Posts
September 10, 2024 at 4:05 pm #16162679
gabrielC-60	Background of the issue: I'm working with the Echo Knowledge Base plugin (EKB) on the site hidden link. Many features have been translated and are working fine, but there are others like TAGS that aren't working. I have checked and translated all of the strings under the EKB domain. Symptoms: TAGS in the Echo Knowledge Base plugin are not working despite translating all strings under the EKB domain. Questions: Why aren't the TAGS in the Echo Knowledge Base plugin working after translating all strings under the EKB domain?
September 10, 2024 at 6:14 pm #16163140
Itamar Supporter Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, The Knowledge Base for Documents and FAQs by Echo is officially compatible with WPML. https://wpml.org/plugin/knowledge-base-for-documents-and-faqs/ Can you please confirm you follow their guide on how to work with WPML? hidden link I'm unsure what TAGS are. If they are taxonomies, please carefully check the section about Taxonomy Translation and Categories Translation. They also mention the following in their guide: If you have questions or need help with WPML related to KB and its articles and categories, please contact KB support. So you are welcome to contact them as well. However, we will do our best to help you. Regards, Itamar.
September 10, 2024 at 6:52 pm #16163200
gabrielC-60	Hi Itamar, thank you for your support. I have followed all of the steps on the EKB plug in, everything looks like the documentation, but for some reason the labels on the website aren't showing in the english version. I'm uploading images from the WP-Admin and the english version of the website to understand better the issue I really appreciate your help and support Regards Gabriel C
September 11, 2024 at 5:12 pm #16167716
Itamar Supporter Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, Gabriel. We need to replicate this issue on a fresh WordPress installation. Then, I'll be able to escalate it to our compatibility team. For this, I created a test website with a clean WordPress install. You can access it through this link: hidden link With this link, you'll be directly logged in. Could you please install The Knowledge Base for Documents and FAQs plugin and see if the issue is replicable on a clean WordPress installation? Please configure WPML and The Knowledge Base for Documents and FAQs as set on your site (just the basic configurations needed to replicate the issue are enough). Please also ensure you install the latest version of the plugin. Please let us know when everything is finished and you can replicate the problem. Important! Do not import your site to the test site. We must replicate the problem on a fresh, clean WordPress installation. Thanks, Itamar.
September 11, 2024 at 7:33 pm #16167993
gabrielC-60	Hi Itamar, thank you very much for the support. I have already done installation of the EKB Plugin on the test site, I have configured WPML and everything on this site. As far as I can see the problem persists. Let me know if I have to do something else on the site. regards, Gabriel C
September 12, 2024 at 8:34 pm #16173512
Itamar Supporter Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, Thanks for replicating the issue on the sandbox site. However, I don't know where to see the problem. Is it on an English or a Spanish page? What exactly is not translated? What are the tags you mentioned? Please send me links and screenshots. Thanks, Itamar. Please note that my weekend is Friday-Saturday, and I'll be able to continue to check this issue and help you on Sunday.
September 13, 2024 at 3:06 pm #16176447
gabrielC-60	Hi Itamar, thanks for your follow up. I just found the issues on the test site, I have translated all of the strings in the WPML Control Panel, now is working fine, but... I just checked all of the strings on my site, they look good pretty much like in the test-site but the labels on the main page of KB doesn't work, if I write the labels in Spanish on the KB settings panel, no matter that the string is in the appropriate language (Spanish) when I go to English version those tittles (labels) still aren't working, they show up in Spanish for the English version of the site. This is killing me, I don't know if reseting the KB plug in or WPML may work. I'm attaching an screenshot of the KB page in my site, this is the Spanish version (main language), screenshot of the string translation on the WPML panel, and screenshot of the KB Label settings. I have deleted the cache on the WP Admin, on my navigator, everywhere, still not working I appreciate your support. Regards GABRIEL C
September 15, 2024 at 12:59 pm #16180055
Itamar Supporter Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, Gabriel. I'm glad that the main issue is solved now. I was unable to replicate this issue on the test site. There, I can translate the labels. There is a new version of the Knowledge Base for Documents and FAQs—12.33.0. It has been updated to the latest version on the test site. Please update it also on your site and check. If it does not work, try deleting the label strings from the second-tier supporter and inserting them again. Regards, Itamar.

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