Issue with new updated

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Supporter timezone: Asia/Singapore (GMT+08:00)

Tagged: Bug

This topic contains 7 replies, has 0 voices.

Last updated by Kor 3 days, 3 hours ago.

Assisted by: Kor.

Author	Posts
April 16, 2025 at 10:34 am #16937787
lindas-13	Background of the issue: I am trying to manage translators in WPML settings, but I can't see our translators. When I try to add a new translation manager, it says they are already 'existing', but I can't find them when I search. Symptoms: I can't see our translators in WPML settings. When adding a new translation manager, it says they are 'existing', but they are not found in search. Questions: Why can't I see our translators in WPML settings? Why does it say the translation manager is 'existing' when I can't find them?
April 16, 2025 at 5:44 pm #16940743
lindas-13	Our plugins are still not active , you said 10 minutes did you mange to fix it in the end ? what's the result ?
April 16, 2025 at 5:46 pm #16940746
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Sorry about this. I've reactivated the plugins for you. We will check soon and come back to you as quickly as possible.
April 17, 2025 at 11:04 am #16943550
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thank you for your patience. I regret any inconvenience caused, but to proceed with troubleshooting, I kindly ask for a snapshot of the site. Alternatively, with your permission, I can create one myself. For this purpose, I typically recommend using the free plugin "Duplicator." If you're already familiar with Duplicator (https://wordpress.org/plugins/duplicator/), please skip the following steps and simply send me the archive file you downloaded. To guide you further, please adhere to these instructions: 1. View the Duplicator instructions video: hidden link 2. Consult WPML's instructions on providing supporters with a copy of your site: https://wpml.org/faq/provide-supporters-copy-site/ 3. If the archive file exceeds 400MB, please use Duplicator's file filters to exclude cache, wp-uploads directory, media, and archive files. Once you have the archive file ready, kindly share the link with us. You can utilize platforms like Google Drive, Dropbox, or similar for file sharing, as the snapshot file might be large. Please note that your next reply will be private, visible only to you and me. You can paste the file link there. Rest assured that once the issue is resolved, I will delete the local site.
April 22, 2025 at 10:16 am #16954355
lindas-13	Okay we will duplicate the website
April 22, 2025 at 10:19 am #16954360
lindas-13	We will do it today, and then we need to see if that will help
April 22, 2025 at 10:56 am #16954652
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Alright then, please let me know how it goes.
April 23, 2025 at 6:45 pm #16961781
lindas-13	We have updraft plus plugin and we have it backed up there can you use it from there since duplicator is really slow?
April 24, 2025 at 9:04 am #16963321
lindas-13	So Duplicator stops at 58.9% every day, and we don't know why. Is there another option we can try? (I have excluded large files and everything)
April 24, 2025 at 9:07 am #16963325
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Please send over your updraft backups using dropbox/google drive. I've enabled the private reply option for you to share the link.
April 25, 2025 at 4:20 pm #16969442
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. It's still missing a lot of files. You've only shared the 'Others' folders. How about plugins, themes, and uploads folders?
April 27, 2025 at 11:06 am #16972268
lindas-13	Hi, I’ve uploaded the theme, database, and plugin files to the folder. Could you please let me know if you also need any files from the "uploads" folder? There are around 400 files there, so I wanted to check before proceeding. Thanks!
April 28, 2025 at 1:39 am #16972955
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. I can see it's around 10 GB of backup here hidden link . I don't think it would be easy for you to share a copy of the site. Are you able to clone the site to another staging site so that I could escalate this directly to our 2nd Tier Support? I suspect it has something to do with the server database.
April 28, 2025 at 9:33 pm #16976812
lindas-13	Hi, We have created a cloned version of the website. You can access it through Updraft. If you need access, please send us a private message, and we will provide you with the login details for the cloned website.
April 29, 2025 at 7:47 am #16977558
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Please share access to your cloned Website so that I could troubleshoot this further without interrupting your production site.