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[Resolved] 15 Days with No Reply on Support Ticket. Will open a Ticket Every Day Until Resolved
This thread is resolved. Here is a description of the problem and solution.
Problem: The client reported an issue where product links were not directing to their translated versions, causing significant navigation problems on a multilingual site. Solution: 1. We reviewed the client's previous support tickets and internal notes to avoid repeating steps and to understand the issue thoroughly. 2. We requested the client to create a backup and provide new access credentials for secure troubleshooting. 3. After gaining access, we conducted tests and discovered that while full URLs translated correctly in some instances (e.g., on the Spanish versions of the site), there were inconsistencies. 4. Further investigation revealed that the issue was due to a configuration in Rank Math and a mismatch in permalinks that matched one product category slug.
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Hello,
I have been reading your previous tickets and trying to understand the whole picture.
After logging into your site I'm requested to activate a 2FA option, could you disable this functionality so I can take a look at your site and reproduce the issue?
There is no need to share the access credentials again, I'm using the ones you provided in your previous message (still opened).
Hi Carlos, thanks; although this is an issue thats been occuring for over 3 months now; I believe pinging those who are already on the ticket would be more worthwhile.
I have reset 2FA for your team over 6x in an effort for resolution.
We are a company with over 400 employees. I am having one employee leave new feedback for you every single day (which is obviously a 1 star review)
I understand the situation, and I want to assure you that I'm here to help resolve this issue. I’d appreciate if we could work together constructively, regardless of reviews.
I've tried logging into your site again, but I'm still encountering the same 2FA prompt -see attached image-.
Could you double-share the 2FA option and deactivate it?
I'm checking some configurations and it will take me some time, I will be running tests today and probably tomorrow morning too. So far I have discovered that full URLs translate correctly (you can check at hidden link -> Link 'Elite – 30″ ancho x 52″ largo' under 'Puerta de acero inoxidable con apertura hacia adentro.' column), I also edited a class in a paragraph from 'notranslate' to 'testnotranslate' and found an error in the ATE log.
I will continue checking the issue until I gather enough information. In the meantime, you can see the changes on the Spanish versions (US and MX). In the attached screenshot I highlighted the area with the links where I will be conducting the tests. The style of the translated text will be checked later, I want to start by making sure the URLs are correctly translated.
Is not that easy to understand. There is an issue happening with the translation of the links that should be solved already, however, I don't know exactly how the links are being added, how the content is translated, etc, and it seems to be another underlying issue specifically with your site.
If you don't think a video call will be productive, then I will need your authorization to create a copy of the site to reproduce the problem in a controlled environment and debug it until we find where is the cause of the problem.
As I mentioned earlier, my goal is to stay with you until the issue is completely solved.
