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  • May 8, 2019 at 2:52 am #1098246
    dryeguy

    The Avia editor on my site will not load… spinning loader just continues to spin. I have tried deactivating plugins, updating Enfold version (currently at v3.8 after checking manually), updated wordpress (v5.2). I checked with DreamHost and the asked me to check with the template provider based on the following errors:

    May 8, 2019 at 7:13 am #1098337
    Rikard

    Hey dryeguy,

    I see that you are running an old version of the theme, could you try to update to the latest version (4.5.6) to see if that helps please? The update to 4.5.x has to be done manually from the version you are running, please refer to my replies in this thread: https://kriesi.at/support/topic/enfold-4-5-theme-update-update-failed-download-failed-a-valid-url-was-not-pro/#post-1021541

    You can either update manually via FTP: https://kriesi.at/documentation/enfold/how-to-install-enfold-theme/#theme-update, or use a plugin to upload the theme zip file: https://wordpress.org/plugins/update-theme-and-plugins-from-zip-file/

    If that doesn’t work then please try to delete the whole theme folder, then replace it with the new version. Make sure that you have backups of the site before starting updating.

    After you have updated then try to activate the Classic Editor in the main page of the theme options.

    Also please read this after you have updated: https://kriesi.at/documentation/enfold/theme-registration/

    Best regards,
    Rikard

    May 9, 2019 at 10:07 pm #1099072
    dryeguy

    I downloaded plugin to upload the theme zip file but iI received the following message:

    “Unpacking the package…

    Installing the theme…

    The package could not be installed. The theme is missing the style.css stylesheet.

    Theme installation failed.”

    My theme is registered and it says it is up to date but lists version 3.8??? I have checked manually for update but it simply confirms that my theme is up to date.

    The latest version of the theme is only listed for purchase so I am not sure why I would have to purchase the update when I have already paid for the theme… I should not have to purchase the theme again, correct? I have included my purchase key in the private content below.

    May 11, 2019 at 6:09 am #1099495
    Rikard

    Hi,

    Thanks for the update, did you try installing the theme manually? If you are unable to do so then please include FTP login details in private as well, along with a verification that you have backups of the site.

    Best regards,
    Rikard

    May 13, 2019 at 9:07 pm #1100294
    dryeguy

    I am not able to get anything to work… See below for FTP access. We run daily backups on the server.

    May 14, 2019 at 1:01 pm #1100512
    Rikard

    Hi,

    Thanks for that, though I can’t connect using the details you posted. Please see private. Is it regular FTP or SFTP? Which port should we use?

    Best regards,
    Rikard

    May 16, 2019 at 6:31 pm #1101554
    dryeguy

    Ok, please use the following for SFTP access:

    May 18, 2019 at 6:43 am #1101991
    Rikard

    Hi,

    Thanks for that, I’ve installed 4.5.7 for you. Please review your site.

    Best regards,
    Rikard

    May 18, 2019 at 2:57 pm #1102049
    dryeguy

    I provided my sftp information and now the site is redirecting to other sites and appears to have virus issues. This is the first time anything like this has ever happened and you are the only organization we have given access to sftp and our information was sent in private section. Could someone please explain what is going on and when our site will be fixed?

    May 18, 2019 at 3:01 pm #1102050
    dryeguy

    It appears that that we now have a malware redirect issue and this was never an issue before… I’ve had to place the site in maintenance mode to keep visitors from being affected by this issue. We need immediate assistance with this. I’m assuming this came from your update based on timing of things. Please let me know when this will be fixed and if you need anything further from me. Thanks.

    May 19, 2019 at 6:30 am #1102185
    Rikard

    Hi,

    Are you seriously saying that the developers of a theme, who helped you to update it, would put malware on your site intentionally? I’ve personally updates hundreds of sites for customers and none have ever had a problem afterwards.

    If you are having problems with malware then please restore the site from a backup, you run daily backups so that shouldn’t be a problem for you.

    Best regards,
    Rikard

    May 19, 2019 at 5:59 pm #1102305
    dryeguy

    No, I’m not saying you did intentionally. I was assuming that because it only happened after your update that there may be something in the files that you were not aware of and was hoping to bring it to your attention. I apologize if this came across accusatory or any other way but it was a big surprise for us… we appreciate your help with the update and moving forward.

    Quick question… if we restore to a backup won’t that remove the theme update that you just added and put us back at square one?

    Again, thanks for your help and support.

    • This reply was modified 5 years, 6 months ago by dryeguy.
    May 20, 2019 at 7:35 am #1102397
    Rikard

    Hi,

    Thanks for the update. If the files I’m using to update your site contains malware then that means that everyone using the latest version of the theme would have the same problem, and that is not the case. I think this was a coincidence.

    If you restore your site from a backup then the update I made for you would be gone yes, but I think that would be a small price to pay to get rid of the malware on your site. We’d be happy to help you to update again once you get rid of the malicious code on your site. Remember to reset ALL passwords on the site after you have restored it as quickly as possible.

    Best regards,
    Rikard

    May 22, 2019 at 3:46 pm #1103364
    dryeguy
    This reply has been marked as private.
    May 27, 2019 at 5:25 am #1104418
    Rikard

    Hi,

    Thanks for the update and sorry for the late reply. I can’t login to WordPress anymore since you have updated the password. Could you post WordPress login details in private again please?

    Best regards,
    Rikard

    May 28, 2019 at 9:23 am #1104751
    Vaida

    Hello, I have a similar problem. I’ve updated wordpress to version 5.2.1 and my Avia Layout Builder were left below all my page content. Enfold theme version is 3.6.1
    Do I have to try to update my enfold version? Will it work normally then?

    Thanks.

    May 29, 2019 at 2:44 am #1104994
    dryeguy

    I have provided the requested information in the private content section below:

    May 29, 2019 at 6:28 pm #1105233
    dryeguy

    Please let me know if you need anything further to get the update loaded… again, the SFTP access is listed in the private section:

    May 31, 2019 at 10:09 am #1105625
    Nikko

    Hi dryeguy,

    We apologize for the delayed response, and thanks for the sftp access, we will try to update it again.
    We’ll put your site under maintenance for now.

    Best regards,
    Nikko

    May 31, 2019 at 10:45 am #1105640
    Nikko

    Hi dryeguy,

    Thanks for your patience, we have deactivated the maintenance mode.
    We have updated your site to the latest version (4.5.7) and the Layout Builder is now working properly.
    We have deactivated Classic Editor and Disable Gutenberg plugins since this option is available in Enfold > Theme Options > Select Your Editor > Use WP Classic Editor.
    Let us know if you need further assistance.


    @mamaimam     Yes, if your site is updated to WordPress 5 and up then you’ll need to update to the latest releases of Enfold for the Layout Builder to work again.

    Best regards,
    Nikko

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