[Assigned] Translations keep getting reverted to the old translation I had 2 weeks ago

Hello there,

I checked it but the staging site is showing a behavior different from the live site, I'm afraid I won't be able to debug the exact same issue that is happening with the translations reverting to old versions.

Can you confirm if the issue happened again in the live site after setting the ICL_DISABLE_CACHE to true?

If so, I'll create a staging site on our server and send you the instructions to copy from the live site to our staging.

If the issue hasn't happened again, we need to set the ticket as pending and monitor it for a few more days to make sure the issue is fixed for good.

Thank you, please let me know.

Hello there,

First of all, I apologize for the delay in getting back to you. As you know, this issue has been particularly challenging to diagnose due to its intermittent nature, which complicates the troubleshooting process.

To ensure we’re covering all possibilities, I initially tried to replicate the issue directly on the live site. However, after a few failed attmepts, I decided it would be safer to create a duplicate of your site on our servers using the Cloudways migrator. In this environment, I ran more extensive tests but, unfortunately, wasn’t able to reproduce the problem as well. At this stage, I suspect the issue might be related to either hosting configurations or caching.

To dive deeper into this, I’ve now created a new staging site within your hosting environment using WP Staging. This new staging site is password-protected to prevent any public access, so we can test it under conditions identical to those of the live site. On this staging site, I’ve disabled all non-WPML and WooCommerce plugins. So far, with these changes, I haven’t been able to replicate the issue there either.

Moving forward, I’d like you to continue using the live site as usual. If the issue occurs again, could you please try to replicate the same actions on the staging site (for example, editing a specific product)? You can access the staging site here with the same credentials: hidden link.

When you test on staging, please note the specific steps taken, the product involved, and whether the issue appears on the staging site as well. This comparison will help us identify if caching or a plugin conflict could be the root cause. Additionally, now that HTTP error logging is enabled and we have the activity log plugin in place, any further issues should provide more detailed insights.

Once we have this information, I’ll determine the next steps for a resolution.

Thank you for your patience, and I look forward to resolving this with you!

Best regards,
Mateus

Hello,

I understand how frustrating this is, especially given its impact on your live site and sales.

So far, I have not been able to consistently reproduce the issue on my end, and this intermittent behavior complicates the troubleshooting process significantly. To further assist, I can escalate this to our second-tier support team, but without clear and repeatable steps to demonstrate the issue, advancing the resolution might remain challenging.

Since you requested we avoid testing on the production site, here's what I recommend moving forward:

1. New Staging Site Access: I noticed that the staging access is no longer valid, so I've enabled the private fields below for you to share new access details. We can then focus our testing efforts exclusively on this staging environment.

2. Video Demonstration: To better understand the steps leading up to the issue, it would be incredibly helpful if you could record a brief video showing the issue in action. This video will allow our team to see the exact sequence of steps that lead to the reversion, helping us diagnose it more accurately. You can use a free service like hidden link to record and share the video.

Once we have this video and access to the staging site, I’ll coordinate with the team to dive deeper into this issue.

Thank you again for your cooperation, and I look forward to working closely with you to find a solution.

Best regards,
Mateus

Hello there,

Thank you very much for providing the new staging and the video with the replication steps.

Firstly, regarding the live site, I went ahead and reverted my changes, the staging I tried to create with WP Staging has been deleted, from both files and DB. Please go ahead with disabling my access to the live site.

with regard to the production variation issue, I was able to fix it by making a minor change to the English product, saving it and updating the translation. After I did it, the variations are available even in incognito mode. Before that, there were a few steps I took as well that are known for helping with variation issues:

1. Go to Woocommerce >> Woocommerce Multilingual >> Settings tab >> Troubleshooting link (bottom right) > Select the below options:

- Sync products variations
- Fix translated variations relationships
- Update Products Count
- Sync product categories
- Sync product stock quantity and status
- Click on the 'Start' button.

2. Go to WPML >> Support >> Troubleshooting page and press the below buttons:
- Clear the cache in WPML
- [Products] Synchronize posts taxonomies
- Synchronize local job ids with ATE jobs
- Synchronize translators and translation managers with ATE
- Assign translation status to duplicated content
- Set language information

If there are any other products with this issue, you could simply try to edit the English version, make a change to any of the texts, save it and update the German translation, in theory it should work as well.

About the main issue with the content being reverted, like in the video you shared, I still can't see it happening even following the very same steps listed in the video. In order for me to escalate it for further review, I need to be able to report the reproduce steps. I'll keep trying and keep looking into this. If you can still replicate it in the staging, please let me know as well which product was it.

Thank you, I'll keep you posted,

Hello Clau,

Upon further review we identified the following information within ours servers:

Ab*****hW (6 other website(s) from other organizations have the same site key) (6 other website(s) from other organizations have the same site key)

We checked it and it looks like the system is recognizing the live site, the test, dev, and staging sites 1 to 4 as sharing the same key.

This could be an error, but it is also possible that this could be somehow associated with the issues you're experiecing.

To try to fix this issue, please to do the follow procedure for both the live site and the staging site you shared with us(when adding the staging site, you can mark is as a development site):

- Temporarily remove your website here: (https://wpml.org/account/sites/). You won't lose any translation credits or the translation memory, this is just to force WPML to refresh the license status
- Add the website again and copy the new generated key, when adding it make sure that you use the exact same format as available inside the wp-admin > settings > general, eg.: http or https | www or non-www
- Now go to Plugins -> Add New -> Commercial
- Click on Unregister WPML if you see it there
- Click on Register WPML and enter the new key you just created

After that both sites will have separated keys and we can check if this means the end of the issues you were experiecing.