WPML issues with X theme - content disappearing on live site but visible in editor

Support
#1

Any thoughts on what the issue may be?

#2

Hey Andrew,

We have not received reports the same as the issue you described so we don’t have an idea what’s causing it yet.

That said, please first ensure that everything is up to date according to our version compatibility list at https://theme.co/docs/version-compatibility. Please follow the best practices when updating your theme and plugins. See https://theme.co/docs/how-to-update for more details.

Then, test if the issue is only with WPML by Testing For Theme Related Issue.

Next, check if the issue’s caused by another plugin by Testing For Plugin Conflict.

If you’re using a child theme, also do the Child Theme test.

Only if none of that helps, please give us the following information in Secure Note

  • URL of the page having the issue
  • Screenshot of the disappearing text
  • WordPress Login URL
  • Admin level username and password

Regarding the WP Admin access, it’s best that you give us access to a copy of your site only (staging). That is to avoid the risk of breaking your live site and we can test freely that way.

You can find the Secure Note button at the bottom of your posts.

secure-note
secure-note1040×250 15.3 KB

Thanks.

#3

Hi Andrew,

Are you referring to this section? If not, please provide us screenshot on what section is showing a chopped off version of the page.

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On the other hand, please give us the WordPress credentials ask by my colleague so that we can also check the backend on our end.

Hope that helps and let us know how it goes.

Thank you.

#4

Hi @cramaton
Yes that is the content that is being cut off. About half of the page is not rendering. I’ll get back to you with login info.

#5

Hi Andrew,

The section you confirmed is having the issue I compared with the English and Chinees version and it seems that the image just underneath of that section is missing in the French version, and that might be one of the reasons behind the issue.
If that does not help, please provide the credentials once ready.

Thanks

#6

Hey @tristup , I’m not sure why some of the translations are having the problem while others are not. I’m wondering if it’s related to PHP or the backend in some way?

#7

Hey Andrew,

This actually has nothing to do with WPML and even X and Cornerstone. This is because some of the characters in your text isn’t allowed by your WordPress and/or database character encoding setup.

image

I removed the character and your content was completed.

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If you add that character back in Cornerstone, it won’t get saved for security reasons.

Regretfully, this problem is beyond our theme support service to fix. The people that can help you with this problem are your web host support or a 3rd party WordPress developer.

Hope that helps and thank you for understanding.

#8

Continuing the discussion from WPML issues with X theme - content disappearing on live site but visible in editor:

Hey @christian,
Thank you for your reply.
I tried to copy what I think you did on a local environment and the issue persisted.
Could you please let me know the steps you took to delete that character and get the page to load?

#9

Hey Andrew,

Sorry for the lack of details but to remove a character from a Cornerstone built page, you simply need to open Cornerstone and edit the Text elements with wrong characters.

Hope that helps.

#10

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