Problem: The client was experiencing issues with missing images on translated pages, which were visible on the default English page. The images were expected to be duplicated from the original page, but instead, they were missing.
Solution: 1. We asked the client if they were using a plugin to convert images from jpeg to avif format, as the images on the primary language page were loading in avif format, while on the translated page, they were in jpeg but broken. 2. We confirmed that the ShortPixel Image Optimizer plugin used by the client is compatible with WPML, as indicated on our documentation page. We recommended reviewing the plugin settings to check for any options that might cause the images to break on the translated page. 3. We advised the client to back up their website and perform a conflict test following the instructions on our conflict test documentation. 4. The client resolved the issue by finding the missing images in the media library and restoring the backups taken by ShortPixel, which made all images available in jpg format again.
If the solution provided here is not relevant to your case, either because it's outdated or not applicable, we recommend opening a new support ticket. We also highly recommend checking related known issues on our known issues page, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you need further assistance, please visit our support forum.
Problem: The client was experiencing issues with some pages showing up blank, except for the header and footer, after installing WPML on a site built with Divi.
Solution: We initially checked the global_colors_info field under "WPML > Settings > Custom fields translation" and found its translation preference set to "Don't translate", which we initially thought was not the cause of the issue. After running some troubleshooting tools, we were able to deliver the translations correctly, but the page remained empty on the frontend. This suggested that the issue might be related to an invalid format, possibly because of the repeated field. Upon revisiting the site, we found that all translations were working, which led us to inquire if the client had rebuilt the page from scratch or used another method to resolve the issue. This feedback was: I downloaded the Divi page as JSON (export). Then I removed the global_colors_info content (inside curly brackets) inside that JSON file. I imported the JSON file back to the page. Then I made a small change in default language and then just verified all the translated pages. Voila!
If you're experiencing a similar issue, we recommend checking the translation preferences for custom fields and running troubleshooting tools. If the problem persists, consider rebuilding the affected pages. Please note that this solution might be outdated or not applicable to your case. We highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue continues, please open a new support ticket with us.
