Viewing 14 posts - 1 through 14 (of 14 total)
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  • July 24, 2020 at 2:33 pm #1233003
    simbeckhampson

    Hi Support,
    I tried the update today and it froze half way through.
    Reinstalled the backup template so all good.
    This was the error that got returned.

    When seeking help with this issue, you may be asked for some of the following information:
    WordPress version 5.4.2
    Current theme: Enfold Child (version 1.0)
    Current plugin: (version )
    PHP version 7.3.19-1+0~20200612.60+debian9~1.gbp6c8fe1

    Error Details
    =============
    An error of type E_COMPILE_ERROR was caused in line 51 of the file /var/www/html/wp-content/themes/enfold/functions.php. Error message: require_once(): Failed opening required ‘/var/www/html/wp-content/themes/enfold/config-layerslider/config.php’ (include_path=’.:/usr/share/php’)

    Thanks in advance.

    July 25, 2020 at 7:00 am #1233155
    Nikko

    Hey Paul,

    Can you give us temporary admin access as well as FTP access? so we can try to debug the issue.
    Just post the credentials in private content.

    Best regards,
    Nikko

    July 26, 2020 at 8:57 am #1233290
    simbeckhampson

    Thanks Nikko. I’ll touch base on Monday.

    July 27, 2020 at 2:36 pm #1233523
    simbeckhampson

    Hi Nikko – details shared privately.

    July 29, 2020 at 5:36 am #1233854
    Rikard

    Hi Paul,

    Thanks for the details. I get this message on the login page though:

    Forbidden – authentication failed. If you believe this to be an error please contact our support team.

    I didn’t get to enter any details, so I’m guessing that you are blocking some IP ranges?

    The FTP details are working fine, would it be ok if we uploaded the new version of the theme to a new folder there? We would need WordPress access as well though in order to activate the new version.

    Best regards,
    Rikard

    July 29, 2020 at 7:45 am #1233891
    simbeckhampson

    Hi Rikard,

    See private update.

    July 29, 2020 at 8:05 am #1233896
    simbeckhampson

    Update, see below

    August 1, 2020 at 6:12 am #1234456
    Rikard

    Hi Paul,

    Thanks for the update and sorry for the late reply. Please whitelist the countries in private until we have fixed your problem.

    Best regards,
    Rikard

    August 1, 2020 at 8:26 am #1234472
    simbeckhampson

    Hi Rikard – countries are white-listed.

    Regards,
    Paul

    August 3, 2020 at 11:03 am #1234779
    Rikard

    Hi Paul,

    Thanks for that. I uploaded the new version of the theme manually and deactivated the old version by renaming the folder. I had a look at both the front and backend, and I can’t see any problems or error messages. Could you review your site and let us know if everything is working as it should please?

    Best regards,
    Rikard

    August 3, 2020 at 4:30 pm #1234904
    simbeckhampson

    Hi Rikard,

    Thanks for the update. I can confirm all looks good. My suspicion now is that on these larger plugins, and the theme, a manual installation is the way to go. Something seems to cause errors when updating them via the traditional route – perhaps a time out or…?

    The folder, enfold_old, I guess is the v4.75 – yes? I will get around to remove the older versions of the themes!

    Many thanks for taking the time to help.

    Kind regards,
    Paul

    August 5, 2020 at 6:11 am #1235300
    Rikard

    Hi Paul,

    I’m not sure to be honest with you, but it does sound like some sort of server limitation or security measure which is causing that problem to happen. I’m glad to hear that the new installation is working though. Please let us know if you should need any further help on the topic.

    The enfold_old folder contains the old version, yes. You can delete that if everything is working with the new version.

    Best regards,
    Rikard

    August 5, 2020 at 8:15 am #1235334
    simbeckhampson

    Hi Rikard,

    Thanks again for the support. Over the years working with the Enfold theme and team I’ve only ever had greet things to say. Keep on keeping on 😊

    I’ll pick up the updating issue with the hosting company. But, good to have a safer option for larger updates using a manual update.

    Have a great week.
    Best regards,
    Paul

    August 6, 2020 at 8:46 am #1235625
    Rikard

    Hi Paul,

    Thank you for the kind feedback, it’s very nice to read :-)

    Please let us know if you should need any further help on the topic.

    Best regards,
    Rikard

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