[Resuelto] Special French caracters not rendered in Forms admin

[Autor]

Mensajes

[Pat]

Hello,

I have made a site transfer from an old hosting to a new one. The site works well, but when I want to edit a form, the page does not render the French special characters. What is strange is that the issue is only on the Toolset Forms edit page, but all special characters (even those which are not Toolset - like the left admin panel), have the same issue.
If I go on a Toolset Views edit page, then everything is correct.
I have added a screenshot for better understanding.
I have also tried to de-activate and re-activate the Forms plugin, but still the same issue.

Any idea?
Regards
Pat

[Nigel]

Hi Pat

That reminds me of a strange issue I had with special characters after updating Firefox (that affected all websites), and I eventually had to abandon Firefox.

Can you check, does the same issue happen on the same pages if you try with a different browser?

[Pat]

Hi Nigel,

Thanks for taking care.
I just tried with Edge (PC) and Samsung internet (tablet) and I'm getting the same issue with both.
Regards
Pat

[Mateus Getulio]

Hello Pat,

As a quick test, could you please try to remove the Toolset plugins, and reinstall them right away? If you're still stuck, I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://toolset.com/privacy-policy-and-gdpr-compliance/#data-shared-with-our-support
**IMPORTANT**

- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: enlace oculto

Please, let me know if you need any additional details. Have a nice day.

[Mateus Getulio]

Hi there,

Thanks for providing the credentials.

Just to make sure, do we have your authorization to make a copy of the website and migrate it into another server? In order to perform more complex tests without compromising the live production.

Please keep us posted about it. Thank you.

[Pat]

Hi Mateus,

That's OK. Just make sure everything is deleted after you finish your investigation.
Regards
Pat

[Mateus Getulio]

Hi Pat,

Thanks for the confirmation.

It seems that we're unable to login: enlace oculto. Moreover, before that we could migrate the website into a copy version hosted in our servers: enlace oculto (you can login using the same credentials), and there the problem does not happen.

This makes us believe it might be server-related. Therefore, may I kindly ask you to contact your hosting support and address the issue with them? Please ensure to have enabled in your database charset as utf8mb4 and the collation as utf8mb4_unicode_ci.

Looking forward to your reply. Thank you.

[Pat]

Hi Mateus,

No issue with server, but in the meantime, we have made some tests in order to validate that the initial server location was still valid (we made the Tooseet user creation in the new server). I have just created the same user for you (use the same credential as mentioned in the previews private message) ans this should work now.

Again, this is a very strange issue as this happen only if I am on a Form edit page and not on the other Toolset plugins !
Let me know
Regards
Pat

[Mateus Getulio]

Hi Pat,

Thanks for your reply.

At last, since we might be facing an interaction issue with a third-party functionality, could you please try to:

- Deactivate all the plugins that are not related to Toolset
- Switch for a moment to a WordPress default theme like Twenty Twenty-one
- If the issue is gone, activate one by one to see with which one there is an interaction issue

Could you please tell me the results of this investigation? Just make sure to have a complete backup before trying that (and by the way, that's why I didn't test this procedure my self).

Please let us know. Thank you.

[Pat]

Hi Mateus,

Just make what you proposed :
- Deactivate all plugins except Toolset => no change
- Move to Standard Twenty twenty three theme => no change

So, it seems this is not link to interaction with other plugins or themes
Any idea?

Regards
Pat

[Mateus Getulio]

Hi Pat,

In this case, I'll have to escalate the issue to our second tier team. But for this, we need the website credentials, and it seems we're still unable to access it: enlace oculto

Can you please review it again? Thank you.

[Pat]

Hi Mateus,
Sorry for answering late, but it seems that the issue was related to the site transfer. I have re-migrated back to the original situation and did not find the issue again.
I'm continuing to investigate why the transfer could have lead to that.
Thanks again for your time
Regards
Pat