[Closed] Updating plugin failed

Hi there.

Before this ticket gets assigned to my colleagues, I will try to help.

Issues like this can sometimes take place for multiple reasons (sometimes they are even server-related).

I recommend that you first create a full website backup and then remove the plugin completely (deactivate and delete) > then manually download the latest version from here (https://wpml.org/account/downloads/ - select "Download WPML manually") > then install and activate the plugin.

This way (going with a manual update), we might get over this error.

Please let us know how things go.

Mihai Apetrei

Hi there.

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.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- 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.

The private box looks like this: hidden link

I will be waiting for your response.

Mihai

Hi there.

Please let me try to activate them below once again.

Mihai

Hi there.

From what you said in your earlier reply (https://wpml.org/forums/topic/updating-plugin-failed/#post-14254407), I understood that you were NOT able to update the plugin manually.

If you already updated manually and you saw a white screen, you should then follow these steps so that you can see more than a white screen.

A white screen usually means that a fatal error took place and if you see no error messages, enabling WordPress debug might help.

In order to do that, edit the wp-config.php file inside your WordPress directory and insert the following lines:

define( 'WP_DEBUG', true );
define( 'WP_DEBUG_LOG', true );
define( 'WP_DEBUG_DISPLAY', false );

Now please reproduce the issue once again.

Locate the debug log in: /wp-content/debug.log

Paste the content (if any) on a site like pastebin.com and then share the link here with us (only you and us will see the URL you are sharing).

I will be waiting for your response.

PS: Make sure that you first create a full website backup so that you can restore the site to, after you get the white screen error.

Mihai