Viewing 14 posts - 1 through 14 (of 14 total)
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  • October 27, 2023 at 6:24 pm #1423929
    Helen Bantock
    Guest

    Hi Kriesi
    I am not able to get support here on your site. I have updated my theme licence on Themeforest. The email there maybe (Email address hidden if logged out) .
    I am unable to get support or update the theme.
    If you can’t support me I will need a refund and will have to rebuild my client’s website as it is not functioning.
    This is now urgent as you haven’t reponded to earlier requests.
    With regards, Helen

    October 28, 2023 at 1:17 pm #1423954
    Rikard

    Hey Helen,

    I have replied to your question already: https://kriesi.at/support/topic/updated-licence-2/#post-1423790.

    If you need help with updating a specific site, then we would need access to it.

    Best regards,
    Rikard

    October 30, 2023 at 12:36 pm #1424118
    helban

    Thank you Rikard for replying again and keeping the reply open for me to send you this message. I couldn’t reply to you on that thread above as it states:

    ‘You cannot reply to this topic’.

    I have not been given a token only a purchase code. There is nothing on the documentation on my Themeforest information and they have not come back to me. It seems I am slightly shut out here. Please can you help or advise how I can register the theme without the token, or get the token?

    I welcome you help in this.
    With regards, Helen

    October 30, 2023 at 5:18 pm #1424151
    Rikard

    Hi Helen,

    Thanks for you patience. Please follow this guide on how to generate a token: https://kriesi.at/documentation/enfold/theme-registration/#how-to-generate-a-envato-personal-token. Click on How to generate a Envato Personal Token? in the left sidebar, if you are not taken directly to the relevant section.

    Best regards,
    Rikard

    October 30, 2023 at 7:42 pm #1424175
    helban

    Hi Rikard

    Thank you I have made the token, although I am confused about the stages and involvement of so many sites!

    I now have this:

    Theme Updates
    No Updates available. You are running the latest version! (4.5.5)

    Check Manually

    I know however that the latest version is no 4.5.5. Please confirm what it is and why the Enfold updates don’t recognise that there is a more recent version.
    Regards, Helen

    October 31, 2023 at 3:34 am #1424204
    Ismael

    Hi,

    Thank you for the update.

    Many changes have occurred since version 4.5.5, and the functions responsible for pushing notifications don’t work correctly in this older version. You will have to update the theme manually via FTP this time.

    // https://kriesi.at/documentation/enfold/theme-update/#update-via-ftp

    We recommend updating the theme as soon as a new patch is available.

    Best regards,
    Ismael

    November 1, 2023 at 1:01 pm #1424310
    helban

    Hi Kriesi

    I have now managed to take the above steps and update the theme. The issues I had before the update are still there. How do I raise a support ticket as although I am logged in there is nowhere to enter a new support ticket. I can only search existing.

    With regards
    Helen

    November 1, 2023 at 3:02 pm #1424316
    Rikard

    Hi Helen,

    Please use this link to open a new thread, or click this button in the Enfold sub forum: https://imgur.com/a/AnoSPNb.

    Best regards,
    Rikard

    November 1, 2023 at 3:12 pm #1424319
    helban

    Even though I’ve jumped through all the hoops above it still says I haven’t updated my theme licence, which I have.

    I am so frustrated with every step being so tricky. Please help. Thank you, Helen

    November 1, 2023 at 4:17 pm #1424334
    Rikard

    Hi,

    I pasted your purchase code in the prompt on the support forum, and that seems to have helped. Please try again.

    Best regards,
    Rikard

    November 1, 2023 at 4:39 pm #1424339
    helban

    When I go to support there is still no support button.

    I have undone all my changes above as I jumped from Enfold 4.5.5 to 5.6.6. and lost a lot of stuff.

    What increments do I need to go up in please, or what are the key versions I need to install one by one?

    Where do I get all the older versions of the theme?

    With regards, Helen

    November 2, 2023 at 10:23 am #1424366
    Rikard

    Hi,

    Thanks for the update, but I can’t see any problems on my end. Please see screenshot in private.

    We can’t help with specific problems unless we can actually see them. There is no general solution to “losing lots of stuff” unfortunately.

    If you need an old version of the theme, then let us know which one.

    Best regards,
    Rikard

    November 2, 2023 at 10:39 am #1424378
    helban

    Hi Rikard

    I have deleted my browser history and can now see the blue support ticket button, thank you.

    I understand you can’t help with losing lots of stuff. I had Enfold 4.5.5 and updated to 5.6.6. This was too much of a leap for the website so I have to make incremental changes. My questions was how many Enfold versions do I need to update eg. Do I need to go through all the versions from 4.5.5. to 5.6.6. or are there key increments that I can upgrade to one by one?

    Please advise where I get the back versions of Enfold that I need to go through to make the upgrades one by one?

    With regards, Helen

    November 2, 2023 at 11:21 am #1424384
    Rikard

    Hi,

    I can’t see any point in doing incremental updates, so I don’t think you need to do that. If you need help with something specific, then we would need to see the problem on an actual site. Could you post a link to where we can see the problem, and try to explain it a bit further please?

    You can only download the latest version from Themeforest, so if you need older versions, then we would have to send it to you manually. We would need to know the exact theme version you want as well.

    Best regards,
    Rikard

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