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I’d be extremely grateful for any help here?
My web hosts FASTHOSTS have advised me that I have problems in my theme. About 2-3 weeks ago I updated WordPress, woo-commerce & re-installed the latest ENFOLD theme via FTP. This has resulted in showing a WHITE blank screen. I’m currently using a ‘Maintenance’ page on the site, but when this is removed it does indeed show a WHITE screen. I’ve copied the log of the last comms with the hosts, with only a modest technical background I’ve no idea where to turn next as I have been constantly battling with wordpress problems since we got the site up and running 12 months ago..COMMS START:
As I checked on your website, based on the error logs generated, there are problems on your themes especially the enfold on the line 14. I will provide the error logs generate below:[Wed Aug 23 11:42:52.057486 2017] [fcgid:warn] [pid 51559] [client 40.77.167.23:57050] mod_fcgid: stderr: PHP Fatal error: Call to undefined function avia_is_burger_menu() in /home/hp3-linc2-nfs1-x/782/567782/user/htdocs/wp-content/themes/enfold/header.php on line 14
[Wed Aug 23 11:54:28.202223 2017] [fcgid:warn] [pid 53275] [client 81.132.139.107:38978] mod_fcgid: stderr: PHP Fatal error: Call to undefined function avia_is_burger_menu() in /home/hp3-linc2-nfs1-x/782/567782/user/htdocs/wp-content/themes/enfold/header.php on line 14
[Wed Aug 23 12:01:20.065791 2017] [fcgid:warn] [pid 49146] [client 74.208.134.21:49820] mod_fcgid: stderr: PHP Fatal error: Call to undefined function avia_is_burger_menu() in /home/hp3-linc2-nfs1-x/782/567782/user/htdocs/wp-content/themes/enfold/header.php on line 14So what you to do is that, you need to check on the themes and optimise it.
Mark: If you open you site now, your site will be up and running because I disable the themes enfold.
Mark: However if I enable your the themes enfold, site will be down again.
Richard: When you say ‘optimise’ the them what do you mean Mark?
Richard: sorry ‘theme’ optimise the theme?
Richard: I’m not sure how to ‘optimise’ a theme? can you help?
Mark: I mean like optimise make sure that is up to date, the size of the theme is no too big because you are on a shared hosting package and our Clustered platform is still hosted on a shared platform. There are still limitations set on it in which it can’t be updated or changed because there are other websites hosted on it.
Mark: The back end processes of your site, the shared hosting resources usage, consumption of allotted memory, database entries and queries, all of them will change internally as your site is active on line all through out the day.The queries of your site will normally turn to its complexity and this will lead to a longer execution time of queries that always timed out the connection and result to cgi errors.
To sort this out, you will need to optimised your website script and inquiry.
In as much as we wanted to extend our support and help you out on this, we’re afraid we can not provide scripting help, as this is beyond the realm of service that we provide. We suggest searching on Google for scripting help sites.
Richard: OK Mark. Let me consider, thanks for your help today.
ENDAny help or advice to rectify this would be gratefully received.
RichardHey offtrek,
Which version of php are you running? This error seems to be related to the old php version.
Best regards,
VictoriaHi Victoria,
we are currently running 5.6 version of PHP.
Can we move to 7.0 ? is theme compatable and will this solve the issue?
Kind regards
Richard OFFTREKHi,
Yes the theme is compatible with PHP 7.0 and 7.1, I’m not sure the PHP version is the issue here but maybe that would be the first thing to try? If that doesn’t work then I would suggest that you try disabling all plugins. If you can’t do it from the backend of WordPress then you can navigate to the plugin folder via FTP and change the name of the plugins folder temporarily.
The FTP details seem to lack a user name, could you post that in private as well please? Include WordPress login details as well if you are able to.
Best regards,
RikardHi Rikard
I have updated the PHP version, now running 7.0
I still have the same issues here, blank white screen when launching the site.
I also deactivated all the plug-ins, still no joy here, everything seems to point to the theme, but I’m not sure?
Can you have a deeper look at this problem. The site has been off line for nearly 10 weeks.
Your assistance is very much appreciated. Thanks in advance.
Regards RichardHi,
Thanks for that, I had a look but I’m not sure what is causing it yet though. You’re getting a 500 internal server error which is very general. I tried renaming the plugins folder but I got the same error after that as well. Your WordPress installation looks a bit strange though, I can see files which are not supposed to be there in a few folders. Not sure if it could have been a hack or not. Did you have any such problems before?
If I were you I would try to remove the whole installation and start fresh, as long as you don’t delete your database then your should be fine doing that. Simply delete the whole WordPress installation and install it again, could you try that out please? Make sure that you backup your database before doing this.
Best regards,
RikardHello
after being away for a few days I’v just got back onto this.
I’ve had the wordpress installation removed, then re-installed a clean copy. I did notice that the plug in file did not appear to be present, perhaps when you renamed it it wasn’t reversed? Fasthosts have re-installed the database.. I’d be grateful if someone could just have a look at it before I do any further work..
Best regards
RichardHi Richard,
What do you want us to look at at this point? I am not seeing Enfold installed yet.
Best regards,
VictoriaForgive me Victoria,
Enfold is now installed and activated. How do I get the data back into the theme?
Best regards
RichardHello Jordan,
Im not familiar with the WP-Importer neither are hosts Fasthosts. I’ve got a sql file & wordpress file back-up.
Can you advise further on how I should proceed.
Many thanks..
Regards RichardHi,
WP-Import is simply a plugin used to load your backup files via the WordPress dash. Are you familiar with plugin installation or importing the back-ups?
Best regards,
Jordan ShannonHi Jordan,
I’m familiar with plug-in installations. We have Vaultpress, but it hasnt backed up correctly for 6 weeks, would you recommend using this for restoring the theme content. Or do you recommend another ‘importer’ plug in, there appears to be quite a few out there.
Regards RichardHi,
You basically just need an import function to import the XML. The following should work just fine:
Best regards,
Jordan Shannon
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