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[Resolved] WPML plugin reinstall failed

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

Problem:
The client is experiencing errors when trying to reinstall the WPML plugin after having uninstalled it.

Solution:
1. We requested a screenshot of the WPML key generated for the client's domain from the WPML account sites page.

2. We asked for temporary access to the client's site, both wp-admin and FTP, to investigate the issue further. We provided instructions on how to safely provide this information, emphasizing the importance of making a backup before granting access and ensuring that the details are kept private. We also shared our Privacy and Security Policy for the client's peace of mind.

If this solution does not seem relevant to your situation, please open a new support ticket with us.

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This topic contains 1 reply, has 2 voices.

Last updated by Mihai Apetrei 1 year, 4 months ago.

Assisted by: Mihai Apetrei.

Author Posts
December 9, 2023 at 12:25 pm #15029167

abdellahE-3

Hello,

I had some difficulties using the WPML plugin, and to start from scratch I uninstalled the plugin.
But when trying to reinstall the plugin, I got some errors, as can be seen in the screenshot linked below:
hidden link

Please, can you help?

Thank you,

Abdellah
December 9, 2023 at 7:17 pm #15029817

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there.

1. Can you please send me a screenshot of this page: https://wpml.org/account/sites/

I am interested in seeing the WPML key that you generated and the exact domain that you used for that key.

2. 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.

Kind regards,
Mihai Apetrei