Viewing 28 posts - 1 through 28 (of 28 total)
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    Posts
  • August 16, 2019 at 3:48 pm #1128273
    Paul Mulligan
    Guest

    I’m trying to contact your support but there seems to be no way to easily contact you. My site is http://www.paulmulligan.com.au & Webstudios has contacted you 3 times. I’m getting errors trying to update the theme

    August 16, 2019 at 8:54 pm #1128369
    Basilis

    Hey Paul Mulligan ,

    Have you created an account with your License key and registered on the forums?

    Best regards,
    Basilis

    August 17, 2019 at 12:26 am #1128399
    Paul Mulligan
    Guest

    How do I do that?

    August 17, 2019 at 5:38 am #1128436
    Rikard

    Hi,

    You can register on the support forum here: https://kriesi.at/support/register/

    I see that you are running an old version of the theme. The update to 4.5.x has to be done manually from the version you are running, please refer to my replies in this thread: https://kriesi.at/support/topic/enfold-4-5-theme-update-update-failed-download-failed-a-valid-url-was-not-pro/#post-1021541

    You can either update manually via FTP: https://kriesi.at/documentation/enfold/how-to-install-enfold-theme/#theme-update, or use a plugin to upload the theme zip file: https://wordpress.org/plugins/update-theme-and-plugins-from-zip-file/

    If that doesn’t work then please try to delete the whole theme folder, then replace it with the new version. Make sure that you have backups of the site before starting updating.

    After you have updated then try to activate the Classic Editor in the main page of the theme options.

    Also please read this after you have updated: https://kriesi.at/documentation/enfold/theme-registration/

    Best regards,
    Rikard

    August 17, 2019 at 6:03 am #1128444
    Paul Mulligan
    Guest

    Hi I have pasted below what webstudios my developer has provided me in the moderate section below. He got these details from you support people.

    August 17, 2019 at 6:17 am #1128449
    Rikard

    Hi Paul,

    Thanks for the update, I’m not sure what you posted in private. What are those details for? They don’t seem to be working to login to your WordPress installation. If you want us to update for you then we need WordPress and FTP login details, along with a verification that you have backups of the site in case something should go wrong.

    Best regards,
    Rikard

    August 17, 2019 at 6:49 am #1128456
    Paul Mulligan
    Guest

    They are the details that Webstudio provided me & they said they got them from support and with them I should be able to update my site.

    If you can’t help can you please let me know what I have to ask my developer for. This is very annoying as I’ve been getting various emails from him saying your support people provided those API details I posted in the moderator section.

    August 17, 2019 at 11:29 am #1128468
    Paul Mulligan
    Guest

    Hi Have you seen my request above?

    August 18, 2019 at 5:02 am #1128578
    Rikard

    Hi Paul,

    You have to separate us from Envato/Themeforest where you bought the theme and where you likely got the details you posted above. Those details should go under Enfold->Theme Update. But you cannot update through the backend from the version you are running anyway, it has to be done manually like I wrote earlier in this thread. If you forward this thread to your developer then he should understand what he needs to do. We can help you out with updating but then we would need WordPress and FTP login details along with a verification that you have backups of the site.

    Best regards,
    Rikard

    August 18, 2019 at 7:48 am #1128593
    Paul Mulligan
    Guest

    Sorry I am not very tech savvy at all. How do I find the FTP details?

    Thanks Paul

    August 18, 2019 at 9:22 am #1128598
    Rikard

    Hi Paul,

    You should be able to get those in the admin interface of your hosting provider. If not then please try contacting them so that they can send you FTP login details.

    Best regards,
    Rikard

    August 18, 2019 at 2:29 pm #1128661
    Paul Mulligan
    Guest
    This reply has been marked as private.
    August 18, 2019 at 2:38 pm #1128663
    Paul Mulligan
    Guest

    Hi Rikard if you could please also let me know what I have to ask the developer for I think you said a token number? I have provided the FTP details in the last message and I can confirm a backup has been completed successfully and daily backups are automatically done with a wordpress plugin. Many thanks for all your help and patience with me.

    August 19, 2019 at 3:28 am #1128783
    Rikard

    Hi Paul,

    Thanks for that, the FTP details are working but it brings me to an empty folder with no possibility to navigate anywhere. Could you check the access rights for the account please? We also need admin login details for your WordPress installation, please post them in private as well.

    Please follow this in order to generate a token: https://kriesi.at/documentation/enfold/theme-registration/

    Best regards,
    Rikard

    August 19, 2019 at 3:59 am #1128795
    Paul Mulligan
    Guest

    Hi Rikard,

    I have pasted details below. I have also posted a token number, please let me know if this works. I have also provided access to cpanel. I will change the password once you have done what you need. I have also pasted below in the private section access to wordpress.

    The developer has also provided a dropbox link to the latest files. I have pasted this below.

    Thanks again, Paul

    August 19, 2019 at 4:01 am #1128796
    Paul Mulligan
    Guest

    sorry dropbox file below from developer for theme

    August 19, 2019 at 6:40 am #1128820
    Rikard

    Hi Paul,

    Thanks for that, WordPress details are working but I still can’t see anything on the FTP account you sent. The cpanel login you sent is lacking a user, please login to your hosting backend and create a new FTP user for the site and post those details in private. We can update your site after that.

    Best regards,
    Rikard

    August 19, 2019 at 7:32 am #1128825
    Paul Mulligan
    Guest

    Hi Rikard
    I have just created one (this is very tech for me) so thanks for your patience. Please let me know if this is correct. I have used an existing FTP account that was there and just changed the password

    August 19, 2019 at 8:49 am #1128834
    Rikard

    Hi Paul,

    First set of details; still the same result unfortunately. They work and I get logged in, but there is nothing there and I can’t navigate anywhere.

    Second set of details; they are not working, it seems like either the user or password is incorrect.

    530 Login authentication failed

    Best regards,
    Rikard

    August 19, 2019 at 9:07 am #1128840
    Paul Mulligan
    Guest

    Hi Richard I have contacted my host support & will revert back.

    August 19, 2019 at 10:59 am #1128856
    Rikard

    Hi Paul,

    Great, they should be able to give you the correct login details and settings. Please let us know once you have working login details.

    Best regards,
    Rikard

    August 19, 2019 at 12:27 pm #1128879
    Paul Mulligan
    Guest

    Hi Rikard
    I think that we may be finally here! :) . Please see comments from my hoast. FTP details are below.
    I would like to inform you that I have created a new FTP account for you which I tested and confirm that I established an FTP connection with:

    Thank you for all your help.

    Paul

    August 19, 2019 at 12:31 pm #1128883
    Paul Mulligan
    Guest

    Sorry Rikard the URL is
    https://securesgp78.sgcpanel.com:2083/login/
    thanks

    August 20, 2019 at 3:28 am #1129071
    Rikard

    Hi Paul,

    Thanks for that. All the details are working now, but I can see that you are already running the latest version of the theme. I’m not sure if you need our help anymore?

    Best regards,
    Rikard

    August 20, 2019 at 3:47 am #1129076
    Paul Mulligan
    Guest

    Hi Rikard I had it updated via the developer hower it says I am not running the latest version (it was the link that the original developer provided via dropbox.

    It had a message: Your theme Enfold *Child” contains outdated copies of some woo commerce template files.
    1. Update your theme to the latest version and if a version is not available contact your theme developer.
    2.If you copied over a new template file to change something you will need to copy the new version of the template and change again.

    Could you kindly take a look at this and advise what needs to be done? (WordPress). Thanks so much

    August 20, 2019 at 6:52 am #1129141
    Rikard

    Hi Paul,

    Thanks for the clarification. What you are referring to are WooCommerce templates, it’s not related to the theme files. Please ask your developer to look for WooCommerce templates which you are overriding in the child theme, then update them using the latest version files from WooCommerce.

    Best regards,
    Rikard

    August 20, 2019 at 7:37 am #1129146
    Paul Mulligan
    Guest

    this seems to have sorted itself out I now have a message in the theme area what do I need to do to fix this? Bloody nightmare:) . It basically says that the theme will

    attention: The old Envato API is deprecated and will be shut down soon. In order to be able to use automated theme updates please generate a new valid API token and enter it above. Your themeforest username and your old API key will then be removed from your installation since they are no longer required.

    Thanks Paul

    August 20, 2019 at 10:38 am #1129172
    Rikard

    Hi Paul,

    Did you not create an API key for the theme? If not then please do so, and add the API key under Enfold->Theme Updates: https://kriesi.at/documentation/enfold/theme-registration/

    Best regards,
    Rikard

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