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Viewing 23 posts - 1 through 23 (of 23 total)
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  • June 24, 2019 at 12:38 am #1112782
    thomasianwilson21171

    Hi,
    I’m not sure what happened but I now have a long page of code instead of the ability to just see the Avia builder and page in the normal blocks/ columns etc.. Essentially: I open a page, I see the long code block then the actual Avia page builder and contents if I scroll way down. Then I click on the text block to edit and code comes up, not the text editor. I took screenshots of all three states. Links are below.

    June 24, 2019 at 2:37 am #1112794
    Mike

    Hey thomasianwilson21171,
    Please include an admin login in the Private Content area so we can investigate.

    Best regards,
    Mike

    June 27, 2019 at 11:40 pm #1114135
    thomasianwilson21171

    MIKE,
    here it is.

    June 28, 2019 at 4:38 am #1114155
    Mike

    Hi,
    Thanks for the login, but password seems to be not correct. Please check.

    Best regards,
    Mike

    June 28, 2019 at 12:30 pm #1114242
    thomasianwilson21171

    Ok try again. sorry.

    June 29, 2019 at 3:32 am #1114392
    Mike

    Hi,
    Thanks, that worked. You are getting this error because you are using Enfold v4.4.1 you are going to need to update to v4.5.7 manually via ftp.
    The easiest and safest way to do this is to download the newest version from Theme Forest and rename your current theme to “enfold-old” then upload the new “enfold” and check that your site is working correctly.
    Once you are happy you can delete the “enfold-old” via ftp, (not the WP theme page)
    Should for some reason you wish to roll-back to the old version, it’s easy to do, simply rename the new “enfold” to “enfold-new” via ftp and then rename “enfold-old” to “enfold” then refresh your page.
    Please don’t try to overwrite the theme folder, as this will leave old files behind and cause errors.

    Please let us know if this helps.

    Best regards,
    Mike

    June 29, 2019 at 2:10 pm #1114429
    thomasianwilson21171

    I’m terrified to do that and am concerned it will mess up my page.
    Why would a simple update break my site and not allow me to edit my content?
    Why do you force people into so called upgrades that cause issues.

    June 29, 2019 at 2:13 pm #1114433
    thomasianwilson21171

    And why do I need to do it manually and not just click the update button for the theme?

    June 29, 2019 at 4:50 pm #1114461
    Mike

    Hi,
    Sorry for the inconvenience, but back when WordPress released v5 with the “block editor” there were some undocumented WP changes that we had to adjust for. At about the same time Theme Forest changed how updates worked, they changed from using an API to a Token, so there are a couple of versions that the automatic updating will not work in, thus the need to manually update.

    We are happy to assist with updating your theme to resolve this, but we will need admin & ftp access in the Private Content area. Please don’t worry, with the steps above we have not lost a single site when updating :)

    Naturally as a good practice, please use your webhost full backup tool to create a backup “just in case” your webhost will be happy to assist with the backup should you be unsure how to do this.

    I hope this explains the unusual issues that were out of our control, and our steps to correct.

    Best regards,
    Mike

    July 2, 2019 at 8:16 pm #1115263
    thomasianwilson21171

    Mike what exactly do you need from me?
    I need to fix this but I haven’t heard of people FTPing files for 20 years.
    I can make you Admin in WP dashboard.
    You want access to my control panel for my host acct?

    July 3, 2019 at 11:20 am #1115432
    Rikard

    Hi,

    Thanks for the update. We can help you out with updating, but we will need FTP login details and a verification that you have backups of the site. Please post those details in private so that we can update for you.

    Best regards,
    Rikard

    July 3, 2019 at 1:56 pm #1115474
    thomasianwilson21171

    I can make you an Admin in WP dashboard.

    July 3, 2019 at 2:56 pm #1115488
    thomasianwilson21171

    Ok here it is. Thanks.

    July 4, 2019 at 7:44 am #1115645
    Rikard

    Hi,

    Thanks for that, WordPress details are working but the FTP ones are not. Please check and verify those details.

    Also, which version of PHP are you running on the site? You are getting a notification on the WordPress backend that it needs to be updated. Please try to update to PHP 7.1 or 7.2.

    Best regards,
    Rikard

    July 4, 2019 at 12:43 pm #1115741
    thomasianwilson21171

    Ahh I see why.

    July 5, 2019 at 11:08 pm #1116100
    thomasianwilson21171

    Did you guys forget about me?

    July 5, 2019 at 11:09 pm #1116101
    Mike

    Hi,
    Please ask your webhost to update your PHP to 7.1
    I was able to login via ftp but this login doesn’t give us access to your site directory. Please review the options and ensure that the “Directory field” is just a backslash “/” Please read more here

    Best regards,
    Mike

    July 5, 2019 at 11:13 pm #1116102
    thomasianwilson21171

    SO I have to do all of these things just to make this theme work

    July 5, 2019 at 11:43 pm #1116103
    thomasianwilson21171

    My PHP is NOW updated to 7.1

    July 7, 2019 at 5:40 pm #1116469
    thomasianwilson21171

    Why would anyone pay for this support? You guys are terrible. SLow moving and virtually no help at all. I’ve been at this for weeks. Mostly because it isn’t clear from Theme Forrest/Envato that I even have the latest version until I download and compare the last modification date. There is no versioning in the dashboard or on the thumbnail for the download. This is such a beat down. My life and website are being held hostage until you see fit to respond.

    July 7, 2019 at 8:55 pm #1116496
    Mike

    Hi,
    Sorry, it seems that the ftp password has now changed, please review the Private Content area.

    Best regards,
    Mike

    July 7, 2019 at 10:07 pm #1116501
    thomasianwilson21171

    I deleted it because I didn’t want to have the credentials floating around over there for a week. I did it myself mike. Thanks but no thinaks. i will never pay for support from here again. You guys are aren’t responsive at all.

    I fixed my site.

    July 7, 2019 at 10:35 pm #1116503
    Mike

    Hi,
    Glad to hear you have it sorted out and you were able to update. We will close this now. Thank you for using Enfold.

    For your information, you can take a look at Enfold documentation here
    For any other questions or issues, feel free to start new threads in the Enfold forum and we will gladly try to help you :)

    Best regards,
    Mike

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