blank page when translating

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

Problem:
The client was experiencing a blank page when attempting to update a translation on their website.
Solution:
We identified that the issue was related to a browser extension. If you're experiencing this issue, we recommend disabling the DuckDuckGo Privacy Essentials extension. You can find this extension here: https://addons.mozilla.org/en-US/firefox/addon/duckduckgo-for-firefox/.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, please open a new support ticket. We also 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. For further assistance, you can contact us directly at WPML support forum.

This is the technical support forum for WPML - the multilingual WordPress plugin.

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Tagged: Not WPML issue

This topic contains 12 replies, has 2 voices.

Last updated by Osama Mersal 9 months, 1 week ago.

Assisted by: Osama Mersal.

Author	Posts
September 11, 2024 at 9:48 am #16165596
mattiaO	Background of the issue: I am trying to update a translation. When I click something to translate, I expected to be able to translate. Link to a page where the issue can be seen: hidden link Symptoms: I got a blank page when attempting to translate. Questions: Why am I seeing a blank page when trying to update a translation? Is there a specific issue with the link provided?
September 11, 2024 at 10:30 am #16165872
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi, Thanks for contacting WPML forums support. I'll be glad to help you today. Would you please elaborate more on the issue to help me understand it better? It would be very helpful if you could share screenshots or a screen-recorded video while reproducing the issue. Best regards, Osama
September 14, 2024 at 6:04 am #16178232
mattiaO	Hello, I have uploaded some screenshots. In short, I start a translation, click on any text to be translated and a blank tab opens. I will provide a video if necessary. Can you suggest a suitable software for this purpose? Thank you Mattia
September 14, 2024 at 8:07 pm #16179045
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi Mattia, Thanks for your reply. I would need to look closely at your site, so I would need to request temporary access (WP-Admin and FTP) Preferably to a test site where the problem has been replicated. Your answer will be private, meaning only you and I can access it. ❌ Please backup your database and website ❌ ✙ I need your permission to deactivate and reactivate the plugins and themes and change site configurations. This is also why the backup is critical. ✙ I also need your permission to take a local copy of your site to debug the issue without affecting your live site. Best regards, Osama
September 16, 2024 at 9:14 am #16182332
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi, Thanks for the access details. I checked the issue, and it seems to be caused by the option mentioned on this page. After applying the workaround, the translation worked correctly. Kindly check hidden link">this page and let me know if it works as expected. Best regards, Osama
September 16, 2024 at 6:01 pm #16185220
mattiaO	Hi Osama, thanks for your help but I couldn't solve it. The parameters from the link you provided are set correctly but the problem persists. Can you explain how you managed to complete the translation? Thank you
September 16, 2024 at 7:44 pm #16185474
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi, Please check the following steps: 1- Go to WPML-> Translation Management 2- Select a product 3- Send it to a translation 4- Update the translation Best regards, Osama
September 16, 2024 at 8:08 pm #16185519
mattiaO	I clicked "Add to translation basket" then on "Send all items for translation" and clicked to the link I received in the mail. Same result.
September 17, 2024 at 6:43 am #16186254
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi, Please share a video while reproducing the issue. You can use Loom to record the screen and share the URL with me. Best regards,
September 17, 2024 at 8:40 am #16186827
mattiaO	hidden link
September 17, 2024 at 8:43 am #16186855
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi, Thanks for the video. Could you please try using the provided account and check the issue? I tested some pages and didn't see the issue using this account. Best regards, Osama
September 17, 2024 at 9:06 am #16187077
mattiaO	Hi, I tried with the provided account and it still doesn't work. I tried both firefox on windows 10 and firefox on Debian Linux (Sid). I tried Google Chrome on windows 10 and it worked, both with the provided account and my account. I think the problem is firefox at this point. Regards Mattia
September 17, 2024 at 9:10 am #16187083
Osama Mersal WPML Supporter since 02/2020 Languages: English (English ) Arabic (العربية ) Timezone: Africa/Cairo (GMT+03:00)	Hi Mattia, I use Chrome and Firefox on Mac, and they work correctly without any issues, so I think the issue might be on your browser. It could be an extension or a setting causing this issue. Best regards,
September 17, 2024 at 10:11 am #16187549
mattiaO	Hi, yes you are right. The extension that creates the problem is DuckDuckGo Privacy Essentials. hidden link By deactivating the extension everything works. Thanks for your help!