I get "WPML could not load configuration files, which your site needs." on a LIVE site! Please hel...

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

Problem:
The client reported an error stating 'WPML could not load configuration files, which your site needs.' The RETRY button was not functioning, and despite clearing the log, the issue persisted. The client was concerned about the impact of this error on their site's functionality, especially with an upcoming site update.
Solution:
We advised the client to ensure their server's connection settings were correct and to check if any IP addresses needed to be whitelisted by their hosting provider. We recommended following the steps in our documentation on connection issues at https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/ and also referred them to an errata page for a similar issue at https://wpml.org/errata/wpml-could-not-load-configuration-files-which-your-site-needs/. Additionally, we emphasized the importance of keeping all WPML plugins updated for better stability and security, instructing the client to perform a full backup before updating.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the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. Should you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.

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Tagged: Documentation request

This topic contains 15 replies, has 1 voice.

Last updated by alejandroA-19 5 days, 8 hours ago.

Assisted by: Kor.

Author	Posts
March 12, 2025 at 5:01 pm #16808631
alejandroA-19	Background of the issue: I logged in to work on my site hidden link admin and all of a sudden I get an error message. I need to work on my site and this is frightening. Symptoms: WPML could not load configuration files, which your site needs. The RETRY button doesn't work. I clicked CLEAR LOG and it disappeared but it seems that something's wrong. Questions: Why am I getting the error 'WPML could not load configuration files, which your site needs'? How can I resolve the issue with the RETRY button not working? Does it has something to do with support wpml working on other tickets on a staging site and maybe they changed something and affected the LIVE site?
March 12, 2025 at 6:01 pm #16808789
alejandroA-19	hi, someone there? Please this is urgent as I need to keep working on my site and I don't understand if this is a big issue as the message displays "which your site needs" Thanks
March 12, 2025 at 6:14 pm #16808853
alejandroA-19	FYI I checked with cloudways and my server has the following: "The cURL version on the server you shared is 7.74.0" because I read on a post of WPML that this issue was related to update the cURL but my server is up to date.
March 12, 2025 at 6:15 pm #16808854
alejandroA-19	this is what I saw too
March 12, 2025 at 6:23 pm #16808882
alejandroA-19	another piece of information you may find useful that comes from cloudways: "We do have our own server firewall, and if you suspect that any IPs are getting blocked we can whitelist them from the server Firewall" In case I need to whitelist wpml ip or something similar PLEASE HELP!
March 13, 2025 at 2:18 am #16809637
alejandroA-19	I just got the same message again... any help?
March 13, 2025 at 7:46 pm #16813538
alejandroA-19	Hello? Is someone reading this? I posted on March 12th and still nothing. Is support working? Thanks
March 14, 2025 at 7:56 am #16814870
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for contacting us. I apologize for the delay in response. Based on the feedback from your hosting provider, there could be some connection issue and could you please go through this documentation and see if it helps? https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/ Also, please check out this old errata https://wpml.org/errata/wpml-could-not-load-configuration-files-which-your-site-needs/ and see if it helps.
March 14, 2025 at 1:07 pm #16816950
alejandroA-19	Hi, Yes, I was about to close the ticket and thinking of moving to other translation plugin because as a designer with no code skills the fact that support doesn't respond a ticket is a deal breaker as I have to be able to tell my client what's going on. But I don't want to do that, it would involve a lot of work and stress, I would prefer if I could get support from your side to see what's going on. Having said that, I can tell you regarding your answer: - I did the steps on the first link, that's when I sent the message that I stopped seeing the sign, but hours later it happened again. - Regarding the second link you share, you can see on my previous responses that the cURL of my server is up to date, cloudways is a top hosting specialized for wordpress - I should let you know that I created a staging site for WPML support to help on other tickets, is it possible that they messed with the license or something and that provoke this temporary connection breakdowns? - I also added lots of WHITELIST IPs to the firewall that another support agent gave me in other ticket regarding something else Knowing all this, what would be your diagnostic? What could be going on? and more important, is it dangeorus when I get that message? Or can I keep working normally? I got frightened when I saw that because we are on the verge of launching some new updates on the listings on the site Thanks AA
March 14, 2025 at 2:11 pm #16817270
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. I've checked your other ticket and you mentioned that you'd like to stick with the older version. No, please don't do that. You need to keep everything updated for stability and security purposes. Could you please perform a full backup and update all WPML plugins? Then, let me know if the issue persists.
March 14, 2025 at 2:30 pm #16817364
alejandroA-19	Yes, because the plugin doesn't appear on the PLUGINS page to update, it's like I have to force the update so I guess it's a BETA. The thing is, when I updated, it wasn't like a little bug, it literally broke everything... I clicked the pencil to translate a duplicate and all the fields were messed up, like nothing made sense, it was terrible. That's why I stuck with the old version... I will go ahead and force the update again for you to see and share some screenshots.
March 14, 2025 at 2:38 pm #16817397
Kor Supporter Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Could you please navigate to WP > Plugins > Add new > Commercial Tab > Click Check for updates. Scroll down and you'll find the updates.
March 14, 2025 at 2:41 pm #16817400
alejandroA-19	Yes I know... I am taking a backup before doing so because it will break everything up... hopefully it doesn't but I don't get why this time the update would work, I'm doing it just to be able to share screenshots. I'll be back in a while, thanks
March 14, 2025 at 3:29 pm #16817636
alejandroA-19	so I am restoring the last backup again because it failed... I could not capture more screens because I did it on live site so I'm rolling back and re-do this on staging where it doesn't affect. But checkout what's going on.... 1) I turned off OBJECT CACHE + BREEZE that are known to have trouble with WPML 2) I went and proceed to CHECK FOR UPDATES manually and update all the WPML suggestions 3) I went to WPML/SUPPORT and clicked almost every item (clear cache, posts, ghosts, etc) so that nothing got stuck 4) Went to my posts and Created a TEST post 5) Once created I made DUPLICATE option on WPML 6) went to front end, the posts appears perfectly on the English (main language) screen but it does not appear on the Portuguese (duplicate) screen even though if I went via URL the post does exist in portuguese. Check images where HEAVY (3) PESADO (2) 7) Went backoffice and browsed the categories and you can see the numbers match (they are different from front end because they appear in other pages) So, it's like the post is a GHOST that exists on backoffice but the query can't bring it on translated site... bizarre. I am rolling back backup and try the same steps on the old version of plugin.
March 14, 2025 at 3:38 pm #16817774
alejandroA-19	so... i did it again and on old version of plugin happened the same until I clicked "synchronize post taxonomies" on the SUPPORT page of WPML...then it showed up on the front end This is not good because if I have to do that each time I post something it will be a pain in the ass... What could be causing this? You'l notice my profile, I was working just fine with WPML and all of the sudden lots of bugs and stuff appeared even though the site has no new plugins nor anything...