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Posts
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Hello,
When activating the Enfold Child Theme, the pages can no longer be accessed from the dashboard. It simply goes to a blank white page when clicking on Pages.
I’m guessing that this is some kind of incompatibility with a plugin, but most of our plugins are actually active and disabling them may not be an option. What can we do about this?
Thanks!
Hi dflyons!
Please try to increase the allocated memory to 128M: http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
You can contact your service provider and they can do it for you.Cheers!
YigitHi!
Could you please provide us with a temporary admin login so that we can take a closer look? You can post the details in the Private Content section of your reply.
Best regards,
RikardHey!
Login credentials are not working for me. Can you please check them once again?
Best regards,
YigitHi!
You have a lot of plugins there, could you try to disable them to see if one of them is causing the issue please? Something seems to be messing with the CSS in the backend as well.
Cheers!
RikardThat is not going to work. I already mentioned in the very beginning that “most of our plugins are actually active and disabling them may not be an option.”
We’re looking for a better solution than disabling plugins, because they are active and functioning without issues with the current theme. This error only occurs when Enfold is activated.
Hi!
Ok, well we can’t really find out which one it is then unless you duplicate the site to a test server or something like that. Would you be able to do that? Our support for third party plugins is limited and the theme won’t be able to be fully compatible with all plugins out there.
Regards,
RikardRickard,
We have previously disabled ALL plugins and it made no difference. The problem still exists. The logins that you have are for a test environment, not the live site. We’ve paid good money for this theme and spent a ton of development time on it. Telling us now that it won’t be compatible with all plugins isn’t a solution. The time to tell us WHICH plugins it’s incompatible with is BEFORE purchase, and BEFORE we’ve spent time and money on development. We expect you to solve the problem. We also expect you to do so in a timely manner. This back and forth bullshit is taking far too long. Please have a look, using the login credentials that we have provided you with. We expect you to resolve the issue. We have already spend far, far too much time on this theme.
Thank you,
Tony (Dan’s developer)
Hey!
Can you please firstly update Enfold to the latest version 3.2.3 – kriesi.at/documentation/enfold/updating-your-theme-files/
You are currently using an older version.Also, please note that we cannot guarantee that theme will work with all plugins since there are thousands of them. If there are compatibility issues, we never mind taking a quick look. You can always request a compatibility with a plugin here – https://kriesi.at/support/enfold-feature-requests/.
Best regards,
YigitYigit,
I’m tired of all this stupidity. The theme is now updated. The problem remains the same. You are the developer. What’s he issue? I expect an actual answer this time.
Tony
Tony, there are certain things that we have to check to debug an issue. You mentioned that you are Dan’s developer so you should know how debugging process goes. Updating an outdated software should never be considered as “stupidity”.
As you have read here while registering, we do not provide support for 3rd party plugins but as i mentioned earlier, we do not mind taking a quick look. Since you are not able to deactivate plugins, please create a testing environment – http://kriesi.at/documentation/enfold/move-from-a-local-installation-to-a-live-server/ and post temporary admin login and FTP access here privately.
We are trying to help, but we need a little cooperation :)Best regards,
YigitYigit,
I’ve been working online for a long time. My general experience of theme/template developers has been that they support their products, and actively assist purchasers to resolve conflicts, etc. It would be fair to say that you are currently falling a very long way short of that mark. In the six responses that we have so far received from you, not a single useful piece of information has been extracted.
At this point, I’m about to abandon your theme and start work all over again, with a more co-operative provider. That will cost me, and my client money. The many difficulties we have encountered in working with this theme have already been very costly. I’m now asking you for the very last time to cooperate, and assist to resolve this issue, which is clearly a theme related problem.
If we are forced to start this development all over again, I’m going to be VERY pissed off indeed. I’ll be sharing that anger on review sites, and using the many copywriters and social media managers in my employ, to assist in that exercise.
Please FIX THE PROBLEM. Today.
Thank you,
Tony
Yigit,
Just saw your reply. The theme we are using was three weeks old. When the API key was added, it said “No Updates available. You are running the latest version! (3.1.5)”. Normally, I’d take that as an indication that all is well. In any event, the theme was updated and the same problem persists.
If you had read the previous messages you would know that we have already given access to a development environment. The ftp access is a new request. Here it is;
I am not expecting support for third party plugins. I am expecting a theme which works, when plugins are disabled. If there is a conflict, I expect that you’ll be able to identify what that conflict is, and tell us. we can then deal with it. Very straight-forward stuff.
Thank you,
Tony
Hey!
Sure Tony but since you said “most of our plugins are actually active and disabling them may not be an option.” we did not want to deactivate plugins on your website. Are we allowed to do that now?
If not, you can use this plugin – http://wordpress.org/plugins/wp-migrate-db/ and duplicate your installation within minutes and we can make our tests on it.Cheers!
YigitYigit,
Feel free to disable plugins. We did this already, and still got the white screen. I accept that there are a lot of plugins, and that this is not the easiest installation of WordPress that I’ve ever seen. Its a bit more messy than what I’m accustomed to. I didn’t build it – I just have to deal with it now.
Sorry for my rant. I’ve become very tired of the slow pace at which this has been moving. See what you can do. I don’t expect you to work miracles. It would just be good to have the theme working, and know what the conflicts are. We can them set about addressing them.
Thanks,
Tony
Hello Tony
First of all: threatening me or my support team is by no means an appropriate way to try to move this issue forward. You obviously want to be treated in a polite manner and the same is true for everyone of us. I know that debugging problems can be annoying but its no reason to be harsh or to try to bully us.
You know, its impossible for us to tell you which of the 40.000 WordPress plugins found in the WordPress repository work fine and which do not. We obviously can’t test all of them. It’s especially hard if we encounter an issue for the first time and this is the case here. Out of the 60.000 customers we have had no one ever reported the page overview site going blank.
In such cases it is necessary for us to deactivate the plugins one by one to see if the problem is caused by the theme, by a plugin in conjunction with the theme, by a server issue, etc
You stated you already have disabled all the plugins and the problem still persists. If thats the case there is a good chance that there is some kind of server limitation that is causing the issue. Since a white screen almost always throws a fatal php error the next step for you is to tell us which error exactly that is. You should be able to see this either in one of your servers error log files (depending on how your error logging is configured) or you can configure WordPress to display errors directly on screen (this might even be better since we can take a look at it ourself and see if the error changes if other plugins are activated/deactivated)
Which brings me to the last question: are we allowed to enable/disable the plugins in your testing environment to see if that changes something?
Best regards
KriesiPS: it seems we posted at the same time. we will see what we can do by enabling/disabling plugins, please let us know about the PHP error that is caused on this page
Hi Tony!
Activating “WordPress SEO, VaultPress, Scarcity Samurai, OptimizePress” plugins trigger the issue. Now they are deactivated and page overview site is working. Please review your website now.
Cheers!
YigitKriesi,
Again, I apologize for my earlier rant. As I said, I’m just extremely frustrated with the very slow pace of this. I think you would have to agree that many of the responses we have received have not been terribly helpful. Let’s hope that we can move forward from here in a more constructive manner.
Thanks,
Tony
Hey!
If there are 4 plugins that are causing the issue, its almost always a memory problem. although 128mb should easily be enough, it might be that due to a very large number of pages the memory is exhausted nevertheless.
Getting to know the error message from a log or on screen might tell us if thats the case. You can also try to set the memory limit to an absurd high amount like 1024mb to test this theory :)
Best regards,
Kriesi
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