Viewing 30 posts - 31 through 60 (of 69 total)
  • Author
    Posts
  • #961434

    *** Message for Basilis ***
    WP Engine attempt to update our production site last night, below. I’ve asked WP Engine to collaborate with you to resolve this for all of us.

    Forrest W Yesterday at 07:22 / L3 Support WP Engine

    Thanks for your reply here. I understand the next step is to perform the tests mentioned by Brian between the hours of 9pm tonight and 5am Central time. I’ll work with our overnight team to ensure this testing is performed, and that everything is returned to normal once complete.

    ———–
    Tom K Today at 01:26 / Senior L2 Support / WP Engine

    Thank you for your continued patience here while we test things further. At this time it seems that there is still an issue with updating the enfold theme at this time. Before any testing was preformed, we created a backup of the site. From there, we purged the transients on your production site, disabled Object Cache and we were able to successfully update the theme. From this, we started to experience a 502 error on the frontend of the site after the theme was updated to version 4.4. We have since reverted the theme back to version 4.2.6 and the site is no longer presenting with a 502 error.
    ——-

    Julie Duran Today at 04:07
    Forest,
    Per Tom K our wels production site Enfold Theme upgrade was not successful. Basilis, an Enfold high level support rep was supposedly in contact with L3 WP Engine support. I’m wondering if you have heard from him to collaborate on a possible solution.
    Thanks for efforts thus far from you and your team.

    • This reply was modified 1 month, 3 weeks ago by  welswebmaster. Reason: Contact info for WP Engine Level 3 Support
    #963277

    Hi,

    Sorry for the late reply.

    Enfold 4.4 currently works fine on PHP 5.6.31-4. Could you please switch it to PHP 7 so we can see the issue?

    Best regards,
    Yigit

    #963356

    Yigit –
    After updating on the test site with PHP7 after successful update – I get a 502. (See Private)
    WP Engine would like to work with the Enfold team because two more companies as shown on this ticket.

    We ALL need help. This is happening on my larger sites where 4 of my 20 sites won’t upgrade since APRIL 25th.
    Basilis was going to reach out to WP Engine… see prior messages.

    #963409

    Hi,

    I updated Enfold to 4.4 and had 502 error. Then i went ahead and deleted cache files inside /wp-content/ folder via FTP and that helped.
    Could you please flush browser cache and review your website?

    Best regards,
    Yigit

    #963426

    Nicely done, Yigit ! The site is up and running. Now teach us. What did you do to delete the cache files inside wp-content… Which files? I need to do this for other sites.

    Also – are any of these steps still necessary?
    https://kriesi.at/support/topic/ (Purchase code hidden if logged out) -updating-wordpress-and-enfold/?login_error

    Thank YOU!

    #963449

    Hi,

    They were advanced-cache.php and object-cache.php files as far as i remember. I honestly did not think that would fix it, i deleted the files just to rule out cache issue. You should notice two cache files directly inside /wp-content folder.
    That issue occurs when folders are merged and not replaced. In that case deleting the theme in /wp-content/themes/ folder via FTP and re-installing should help.

    You are welcome!
    This thread is getting a bit confusing. If issue is resolved, shall we close this one? If you experience any issues on your other sites, you can always start a new thread :)

    Best regards,
    Yigit

    #964026

    Yigit – One last question please. Why won’t this upgrade work on PHP 5.6 then? I just tried it and got a 502 even with fresh Enfold copy and deleted the advanced-cache.php as well. I didn’t find object-cache.php but did refresh it with WP Engine utility. Why do some sites upgrade nicely on PHP 5.6 and yet the test site only on PHP7? Please advise and thanks.

    #964123

    Hi,

    It should have worked. Could you please post FTP and WP login credentials of the site you are currently having issues with? It might not be the same issue.

    Best regards,
    Yigit

    #964156

    Yigit – credentials for you in private. Thanks again.

    #965409
    This reply has been marked as private.
    #966512

    *** Message for Yigit ***
    Status please.

    #967848

    MBARI-WP and dylanjharris are you still experiencing the 502 situation when trying to upgrade Enfold as well? Four of my twenty installs won’t upgrade. Yigit has not responded for a week now since he confirmed the 502 after logging onto our largest site.

    Yigit?????

    #967952

    Hi welswebmaster,

    I’ve got 4.4 running on staging by uploading the new theme as enfold-new, deleting the cache files, and renaming the old theme to enfold-old and then renaming the 4.4 theme to enfold.

    After refreshing, the site will 502 once or twice (around 2-5 minutes), and then render.

    I had followed these steps dozens of times with 4.3 and it always resulted in 502 no matter how many times I refreshed or cleared the cache.

    I have not yet tried to do it in production. As a side note, I’ve already got the OK to migrate off of WPEngine as I’ve been able to prove that the theme updates OK on an equal stack on a non-WPEngine host.

    #967966

    NOTE The 502 Issue still exists for WP Engine customers using the Enfold Theme by Kriesi.at.

    One of your customers has reported on the Kriesi ticket they are leaving WP Engine. I have 20+ installs on WP Engine and can’t afford that effort. I’ve found this 502 issue to be occurring on sites with the largest databases. I’m stuck – and have put in a lot of hours to find a solution.

    This ticket https://kriesi.at/support/topic/ (Purchase code hidden if logged out) -on-one-install/page/2/#post-967952 which is directly related to WP Engine ticket 1108929

    Yigit is Level 3 Support at Kriesi.at for Enfold theme.
    Forrest W and Brian F are Level 2 at WP Engine
    Please lets resolve this for ALL WP Engine customers – as it would make the web world a happier place.

    #968078
    This reply has been marked as private.
    #970082

    Hi Julie,

    I am sorry for my late reply. I have been trying to figure out what exactly is causing the issue but unfortunately i could not figure it out yet.
    I am thinking 60 second timeout set on WPEngine might be causing the issue. I tried disabling merging and compression of files but that did not help either.

    I will pass the thread to our devs.

    Regards,
    Yigit

    #971167
    This reply has been marked as private.
    #971311

    Hi Julie,

    Unfortunately we do not provide support via phone call but as i mentioned before, we would be glad to exchange emails to get this sorted :)

    If you do not mind, could you please post your logins to WP Engine dashboard? We would like to check your database as well.

    Best regards,
    Yigit

    #971323
    This reply has been marked as private.
    #971409

    Hi All,

    I had reported in #967952 that I got 4.4.x running in staging by deleting cache files before upgrading on our staging site. I finally had some more time to throw at this and attempted to repeat the process to make sure I understood the steps, before I rolled 4.4.1 out to production.

    I’m sad to say I cannot reproduce the successful upgrade of Enfold on staging anymore. With these inconsistent results, which are with or without cache deletion, I will not proceed to putting in production. I’m stuck on 4.2.6 until this is resolved or I migrate from WPEngine.

    My gut feeling still tells me that this whole thing is a combination of unclean code of the theme (perhaps, css compression) running up against the execution time limitation imposed by WPEngine — Kriesi and WPEngine really need to work together to identify what the cause of this is.

    #972299

    YIGIT –
    You said on June 11th – “If you do not mind, could you please post your logins to WP Engine dashboard? We would like to check your database as well.”

    I private posted all the information you’ve requested 15 minutes later. I haven’t heard back from you.
    Status please? This ticket has been open since April 25, 2018 at 5:10 pm

    Please and thank you.

    #973437

    Hi,

    Thanks for your patience Julie and sorry for the inconvenience, this one is a tricky one. I have been trying to locate the issue however i was unable to do so, so i passed all the info to our devs.
    @tina_billinger has located the issue and told me we are going to need to refactor a function in order to be able to handle such large number of posts. @guenter, who wrote the function, is away for 10 more days. If you would not mind, we would rather wait for him since he knows his code the best and fix this issue once and for all :)

    Best regards,
    Yigit

    #973438

    Yigit – so happy to hear the news – hopefully to a successful end solution. Glad to be heard!

    #978405
    This reply has been marked as private.
    #978585

    Has there been any update to this? I’m headed off on vacation until July 9th — hope I’ll have a shiny new behaving Enfold to install when I return.

    #980144

    Status please!
    June 15, 2018 at 10:11 pm
    #973437

    Yigit
    Moderator

    Yigit said on June 15, 2018 at 10:11 pm
    Hi,

    Thanks for your patience Julie and sorry for the inconvenience, this one is a tricky one. I have been trying to locate the issue however i was unable to do so, so i passed all the info to our devs.
    @tina_billinger has located the issue and told me we are going to need to refactor a function in order to be able to handle such large number of posts. @guenter, who wrote the function, is away for 10 more days. If you would not mind, we would rather wait for him since he knows his code the best and fix this issue once and for all :)

    Best regards,
    Yigit

    • This reply was modified 2 weeks, 3 days ago by  welswebmaster.
    #982049

    Hi Julie and @mbari-wp,

    Günter has found a fix for the issue and it will be included in upcoming update.
    If you would like to apply the fix, please replace enfold/config-templatebuilder/avia-template-builder/php/element-manager.class.php file with this one – https://pastebin.com/mUK2GhyK

    Julie i updated your site and then replaced the file and now both front and backend works fine on my end. Could you please review your staging site?

    Best regards,
    Yigit

    #982897

    Yigit – Good and BAD to report back.

    Good – The wels.staging site works as you say.
    BAD – I tried the update to two installs and both failed. See private for site details

    Of course, I had to revert both. Are you sure that the file you mentioned is the only change made? Also – what about child themes? Any changes to be made there?

    #983376

    Hi Julie,

    I updated the theme on your production site as well. You may need to flush your browsers cache and refresh your page a few times. Both backend and frontend loads fine on my end, attached screenshots in private content field.
    Please review your website :)

    Best regards,
    Yigit

    #983381

    Awesome!!! I’ll give the other sites a try and report back. Yigit – it is Christmas!

Viewing 30 posts - 31 through 60 (of 69 total)

You must be logged in to reply to this topic.