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  • September 6, 2019 at 7:36 pm #1135102
    swelzel

    Liebes Kriesi-Team,
    bei uns funktioniert das automatische updaten nicht mir. Es wird nicht erkannt, dass eine neue Version vorliegt, obwohl dem so ist. Der Token für ThemeForest ist ok und wird akzeptiert und das bei 2 Installation mit zwei verschiedenen Tokens.
    Was können wir tun?
    Herzlichen Dank und liebe Grüße
    Sonja

    Dear Kriesi Team,
    The automatic update does not work for us. It is not recognized that there is a new version, although it is. The token for ThemeForest is ok and will be accepted at 2 installation with two different tokens.
    What can we do?
    Thank you and best regards
    Sonja

    September 7, 2019 at 5:33 pm #1135425
    Victoria

    Hey swelzel,

    Can you give us temporary admin access to your website in the private content box below, so that we can have a closer look?

    Best regards,
    Victoria

    September 11, 2019 at 1:13 pm #1137019
    swelzel

    Hey Victoria,
    here the admin access to our website: (private content)
    Thank you and best regards
    Sonja

    • This reply was modified 5 years, 3 months ago by Rikard.
    September 12, 2019 at 10:36 am #1137456
    Rikard

    Hi Sonja,

    Thanks for that. The details are working but I get an error message after logging in:

    ERROR: Access from your IP address has been blocked for security reasons. Please contact the administrator.

    Are you blocking some country IPs maybe?

    Best regards,
    Rikard

    September 12, 2019 at 1:07 pm #1137511
    swelzel

    Please use the username without “” only kriesi-support
    Please test it again. Everything is unlocked.
    Thank you.
    Best rregards Sonja

    September 16, 2019 at 3:17 pm #1138840
    Victoria

    Hi Sonja,

    Please have a look at our docs here

    Theme update

    If you need further assistance please let us know.
    Best regards,
    Victoria

    September 25, 2019 at 6:12 pm #1141899
    swelzel

    Thank you Victoria,
    We checked everything according to the documentation, but the error still occurs. We ask for further hints, which hosting settings can be related to it or what else we can test. Maybe you want to log in on our site. Thank you very much.
    Greetings Sonja

    September 25, 2019 at 8:18 pm #1141987
    Victoria

    Hi Sonja,

    Well, you can update the theme via FTP. These are the steps to take to get it done:

    problem update 4.5 failed

    Best regards,
    Victoria

    September 26, 2019 at 9:20 am #1142159
    swelzel

    Hello Victoria,
    we know that, thanks. Howerver, this workaround is not satisfying. The Update used to work on the same site the last years with previous versions of ENFOLD. From the support team of a paid theme we expect more help how to DEBUG the problem, apart from RTFM.”
    best regards Sonja

    September 28, 2019 at 9:07 am #1142971
    Rikard

    Hi Sonja,

    The updates are working for the vast majority of our users, so it’s likely due to something local on your site. Did you try disabling your security plugins for instance? They might be blocking the traffic to and from Envato/Themeforest.

    Best regards,
    Rikard

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