[Waiting for user feedback] Help urgently

Hi,

Are the documents set up as a Custom Post Type (CPT)? If so, you can configure the CPT to use a fallback language, which will display the original version whenever a translation is not available.

If the documents are part of the regular content, they need to be translated accordingly. Skipping them isn’t how the system is designed to work. The only exception is if you duplicate them as a translation in Translation Management, which allows the original content to appear in other languages until a proper translation is created:
https://wpml.org/documentation/translating-your-contents/displaying-untranslated-content-on-pages-in-secondary-languages/#duplicating-content

The "fallback" can be configured as described here: https://wpml.org/documentation/getting-started-guide/translating-custom-posts/#cant-find-your-custom-post-types

Best regards,
Marcel

Hi,

I would eventually also need to request temporary access (WP-Admin and FTP) to your site
– preferably to a test site where the problem has been replicated if possible –
in order to be of better help and check if some configurations might need to be changed

Your next answer will be private which means only you and I have access to it.

❌ Please backup your database and website ❌

✙ I would additionally need your permission to de-activate and re-activate Plugins and the Theme, and to change configurations on the site. This is also a reason the backup is really important.

✙ Please add the Links to the […] Edit Screen, the Page/Post where you insert the […] and the corresponding Front End Page/Screen

Best Regards,
Marcel

Hi Elisangela,

Thank you for the information and for creating the new user account.

We did not change any URLs. Without SSH/FTP access, the only way to modify URLs would be by overwriting the values under **Settings → General**, which would not make sense in this case and was not requested, nor we need that for WPML. There was no need to change any URLs, so it is likely that something else caused the issue. Unfortunately, I do not have enough information at the moment to determine exactly what happened.

Regarding the information you received from the Document Library App support: this does not seem to apply to your situation, so it does not help us find a solution. Your use case is different. In your setup, page translations are effectively being forced because translation was not disabled in the Post Type settings, as I described earlier. Since the plugin is designed to work this way, it is difficult to provide a correct solution if we rely on guidance that does not match this type of configuration.

At the moment, the CPT translation is disabled. On the page in question, the shortcode `[doc_library]` is added without any filtering for specific content, and the same shortcode is used on the translated page. With translation disabled in the CPT settings, no translation should be active, yet the output is still different.

I changed the CPT setting to **fallback** and verified that there is no French translation present (it shows 0). The output is still identical, which indicates that the issue is not caused by the translation settings.

However, I noticed something important while checking your setup:
* hidden link returns a 404 in French
* The URL you provided as the French version
hidden link
does not have an English translation linked to it.

This means you do not actually have a translation for that page. Instead, you currently have two separate entries in the database.

The original French page appears to be in the trash:
hidden link

Please restore this page so we can test again. It seems there was a misunderstanding, and the content at
hidden link
was assumed to be the translation of
hidden link
but that is not the case, since the original translation was deleted.

This also explains the menu issue you mentioned:

> Currently, I am also noticing another issue: the language menu is not synchronizing correctly on the French page (hidden link). When accessing that page, only the French flag is visible, whereas previously both language flags were displayed.

This behavior is expected because the pages are not linked translations but two separate entries. Please restore the deleted page and let me know once this is done, then we can continue testing the Document issue, as the frontend output might change then already.

Best regards,
Marcel

Hi Elisangela,

There isn’t a specific setting to control this. In this case, WPML isn’t displaying a translation—it simply loads the content from the original CPT.

I’ve set up a sandbox environment where you can reproduce the issue. Please install the Docs plugin here:
hidden link

Then try adding 1–2 entries with the same configuration. Are you able to reproduce the issue?

If so, I’ll forward this to our compatibility team. They may also reach out to the plugin authors if any changes are needed on their side.

Best regards,
Marcel

Hi,

Sorry, but we can’t provide support outside of this public forum. Please feel free to send them the Sandbox link so they can install a key there.

Best regards,
Marcel