Viewing 28 posts - 1 through 28 (of 28 total)
  • Author
    Posts
  • #1377059

    Howdy
    I have now bought Enfold thirteen times because I also use the theme for clients.
    I tried to register the theme but it won’t work this time.
    I orientate myself on this page when I set the permissions:

    Is anything different now?

    Thanks for supporting me
    Stefan

    • This topic was modified 1 month, 1 week ago by steridhh.
    #1377092

    Hey steridhh,

    Thank you for the inquiry.

    Did you check the permissions of the private token? It’s possible that you accidentally missed one of the required permissions. We may need to access the site in order to further check the problem.

    Best regards,
    Ismael

    #1377406

    Hi Ismael,
    thanks for your answer. But I must say, that I don’t know,
    what you mean with ‘private token’.
    I set the tokens at envato as described in the support-file from kriesi.
    I told you the url of that file I found before.
    That’s what I know and did:

    Please, see, that this website is still under construction, but that couldn’t be a reason for the described problem.
    I share the URL and password under ‘private content’.
    The private token is entered.
    If you need FTP data, please let me know.
    Thanks for supporting me
    Stefan

    #1377416

    Hi,

    Thank you for the update.

    By “private token”, we meant the Envato personal token as described in the documentation. According to the errors in the theme options, the token that you’ve entered is incorrect. Please try to generate a token again from your Envato account, making sure that the required permissions are set.

    Best regards,
    Ismael

    #1377538
    This reply has been marked as private.
    #1377549

    Hi,

    Sorry for the troubles. We’ve tried using our own personal token in your site and it validated correctly, which means that there is something wrong or missing in the token that you’re using. You can check the screenshot below.

    Screenshot: https://1drv.ms/u/s!AjjTfXSRbKTvz1czoGKFE7wo6MrR?e=hizgSn

    Would you mind generating the token again one last time and provide a screenshot of the permissions so that we can double-check it?

    Best regards,
    Ismael

    #1377633
    This reply has been marked as private.
    #1377669

    Hi,

    We tried to access your Envato account but we were not able to get in because the site required extra verification, which is sent to the registered email. Unfortunately, we are not yet sure why your 2022 tokens are not working. You may need to update the theme manually for the meantime, only until we figure out the issue.

    // https://kriesi.at/documentation/enfold/theme-update/#update-via-ftp

    We will forward the thread to our channel so that other moderators can check the issue.

    Best regards,
    Ismael

    #1377673
    This reply has been marked as private.
    #1377781

    Hi!

    The verification code has already expired. We might also need to access the email so that we can get the verification code, but that will also require another authentication or 2FA (from your phone or another email). Have you tried asking Envato about the issue? Our personal token worked fine, so there might be something wrong with your Envato account, which they might be able to help you with.

    Regards,
    Ismael

    #1394711

    Hi Ismael,
    Sorry for the late reply. Now Corona had reached me too.
    The problem is still not solved.
    I don’t understand what’s wrong with my envato account, because I haven’t changed anything there. I also have service contracts with some of my clients and update their websites for them. All Enfold licenses from 2021 and earlier will work. The permissions are the same as for the 3 purchased licenses from 2022.
    I compared that.
    I have no more ideas.
    Stefan

    #1394712

    Don’t find a possibility to ask envato, I can’t find a way to communicate directly in my account.

    #1394713

    That’s the URL I found:

    https://help.market.envato.com/hc/en-us/requests

    That is what I wrote:
    Howdy,
    the dropdown choose possibilty is not that what I’m looking for.
    Here is the description of the problem:
    I have bought the Enfold – Responsive Multi-Purpose Theme 13 times till yet, 3 times in 2022, all others before.
    I use this theme to build websites for clients. All three Enfold licenses from 2022 cannot be updated, all those I bought before 2022 can still be updated (I know this because I still maintain some customer websites).
    I compared the permissions I set for the personal tokens, I see no difference, I haven’t changed the settings on my Envato Accounts either. The contact to the support of the Enfold team did not yield any result so far.
    I have no idea what can be wrong?
    Thanks a lot for supporting me.

    #1394715

    Hi,
    Thanks for the update, we will leave this open to hear back from you.

    Best regards,
    Mike

    #1394852

    Hi Mike,
    Envato support contacted me – wanted me to provide evidence of Krieisi’s support:

    Phil (Market)
    Jan 24, 2023, 01:33 GMT+11
    Hi Stefan,
    Thanks for reaching out, my name is Phil from Envato’s Customer Success team.
    Happy to help!

    I am sorry to hear about the issues you’ve experienced with your licenses. I see why you’d be upset, so I’ll be glad to assist you.

    To update to the latest version of the item, you will have to download the item and reinstall it on your different projects. We suggest you keep track of the Licenses that belong to each website.

    I have contacted the author requesting additional assistance. May I ask you to please share with us evidence of your interaction with the author? If you have raised a ticket, your ticket number will be helpful so we can properly follow up.

    I’ll continue assisting you.
    Wishing you all the best,
    Phil L
    Customer Success Officer L2
    GMT-05:00 Central Time (TX)

    Taths s what I wrote:
    ———– > Second Mail:
    Hi Phil, I did so…

    …” download the item and reinstall it on your different projects”…

    No change:

    Best Regards
    Stefan

    Von: (Email address hidden if logged out) < (Email address hidden if logged out) >
    Gesendet: Montag, 23. Januar 2023 22:16
    An: ‘Envato Help’ < (Email address hidden if logged out) >
    Betreff: AW: can’t update my Enfold licenses bought in 2022 3093987

    ———– > First Mail:
    Hi Phil,

    this is the last answer from the Kriesi-support-team and the link to the ticket I opened there:

    +++++++++++++++++++
    Mike wrote:

    Hi,
    Thanks for the update, we will leave this open to hear back from you.

    Best regards,
    Mike

    Post Link: https://kriesi.at/support/topic/theme-registration-envato-personal-token-dont-work/#post-1394715

    +++++++++++++++++++++++++

    Best Regards

    Stefan

    #1394990

    Hi,
    Thanks for sharing, it looks like Envato support recommends downloading the latest version from your Envato account as Ismael did. Hopefully, they will be able to assist you with your Tokens.
    There is an easier way to manually update than FTP, you can download the latest installable WP version from your Theme Forest account and upload it to your WordPress ▸ Appearance ▸ Themes ▸ Add Themes ▸ Add New
    WordPress_Appearance_Themes_Add-Themes_Add-New.jpg
    after you choose the zip file and click install, you will see a This theme is already installed message because you are updating, you can continue
    Installing_theme_from_uploaded_file_This_theme_is_already_installed.jpg
    then you will see the Theme updated successfully message.
    Theme_updated_successfully.jpg

    Best regards,
    Mike

    #1394996

    Hello, I’m getting angry.

    I’ve received this answer before: I know how to exchange it via FTP.
    I’ve already told Ismael that I use the theme for customers and don’t feel like logging into Envato all the time,
    to download the latest versions there, to visit then customers FTP Servers via FTP to keep the theme up-to-date.

    Envato writes that you cannot be reached:
    Phil (Market)
    Jan 25, 2023, 00:49 GMT+11
    Thanks for your response Stefan.
    Phil here.

    It looks like the author is not replying to our emails, as we’re getting a similar response: ( I don’t know anything about a similar answer… )

    Hey!

    Thanks for contacting us for support. This is an automated response with some information about theme support.

    Please note that we no longer monitor emails sent by this form!

    1.) If you have already purchased one of our themes and need support please use the support forum we have set up here: https://kriesi.at/support
    2.) If you have problems using the support forum or if you got a pre-sale question please use this form: https://kriesi.at/support/pre-sale-question/

    This is the only place where support requests will be answered :)

    Cheers and thanks for your understanding!
    Kriesi
    May I ask if you’ve tried to contact them again using the link they’ve provided?
    I’ll be working with one of my colleagues from the Author Support department to see how we can contact the author directly.

    Let me know if anything else comes up.
    Phil L
    Customer Success Officer L2
    GMT-05:00 Central Time (TX)

    Envato Market | Envato Elements | Envato Tuts+

    I would expect Kriesi support to hook up with envato to discuss the problem instead to answer’ Hopefully, they will be able to assist you with your tokens.’ and to dismiss the problem this way.
    I did everything that was said: downloaded again, generated new tokens, checked permissions: nothing works. I paid for the enfold theme three times and can’t update these items.
    I don’t have anymore ideas what to do now to solve the problem.
    I’m not a jumping jack!
    I can expect Kriesi support and Envato support to talk directly.
    Here is the email address of envato support:
    (Email address hidden if logged out)
    Please get in touch with envato to find a solution.
    Thanks
    Stefan

    #1395015
    This reply has been marked as private.
    #1395263

    Hi – Why not use this email address to communicate with Envato:

    (Email address hidden if logged out)

    The last conversation to envato – unbelievable – the problem is not discussed there, only that they want to tell me how I can reach you – the developers
    What a tragedy !!!
    +++++++++++++++++++++
    Hi Phil, no, I didn’t do that.
    I don’t understand why I should speak to the developers about these comments.
    I don’t have a direct problem with the theme, but with the tokens not working.

    That’s what the author told me:

    Have you tried asking Envato about the issue?
    Our personal token worked fine, so there might be something
    wrong with your Envato account, which they might be able to help you with.

    That’s the same what I told you before too:

    If I use Tokens bought in 2021, all goes well.
    Only the last three bought in 2022 don’t work

    And I answered this question too :

    Did you check the permissions? YES I DID – THREE TIMES.

    It’s sad that the problem isn’t discussed here, only how I can contact the developers.
    I have contact with the author – you don’t have one.
    So please, find out how YOU can contact them and don’t always try to delegate the task to me.
    The purchased theme works, the tokens don’t.
    That’s envato’s problem, not mine, not Kriesi’s.

    Do I have to explain your task to you?
    You should check if there is a misconfiguration – on your server, on my account.
    That’s what Kriesi did suggest, but they don’t have access to my account.
    I don’t want to hear any more suggestions on how to reach Kreisi.
    You sell the theme thousands of times, you need to find a way to contact them.
    A tragedy, honestly.
    Still hoping for a timely solution
    Stefan

    ++++++++++++++++++++++

    The last response to me

    Phil (Market)
    Jan 25, 2023, 22:44 GMT+11
    Thanks for your response, Stefan.
    Our sincere apologies here, as we’ve been having a hard time contacting them as previously explained.

    The main issue I see here is that they automated their mailbox and there’s no one replying. However, and with the best hope the author is safe and doing OK, I have escalated this situation to another team so we can take the proper action.

    It also looks like the author team is responsive via the item’s Comments section. May I ask if you’ve given it a try? Here’s the link to it: https://themeforest.net/item/enfold-responsive-multipurpose-theme/4519990/comments

    I’ll continue assisting you,
    Phil L
    Customer Success Officer L2
    GMT-05:00 Central Time (TX)

    #1395340

    Hi!

    I have also contacted Envato Support to further escalate this. Will let you know if I get any valuable feedback. In the meantime would you mind trying to use the envato market plugin with your tokens:

    https://www.envato.com/lp/market-plugin/

    This might help us identifying the problem. At this point I really don’t think that its a theme issue that is causing the problems but if the market plugin works with your token we might revisit this assumption 🤔

    In any case, sorry for the hassle and that this progresses so slow, I still hope we can somehow fix the issue…

    Best regards,
    Kriesi

    #1395466

    Hi Kriesi,
    so I did. installed the envato market plugin, used the token I built for the Enfold-license, I bought for my last customer.

    This are the responses:
    (is shown under the TAB settings)
    The OAuth Personal Token could not be verified. Please check that the Token has been entered correctly and has the minimum required permissions.

    Additional Error Details:
    Failed to query total number of items in API response.
    Forbidden
    {“request_url”:”https:\/\/api.envato.com\/v1\/market\/total-items.json”,”response_code”:403,”response_cf_ray”:”78fc96ed7c565b6e-FRA”,”response_server”:”cloudflare”}

    (is shown under the TAB Help)
    — > Health Check: I see two error messages, all other points are ok
    PHP Memory Limit128M may be too small. If you are having issues please set your PHP memory limit to at least 256M – or ask your hosting provider to do this if you’re unsure.
    Envato API AuthenticationNot currently authenticated with the Envato API. Please add your API token. Forbidden

    ++++++++++++

    I can’t imagine the PHP memory limit being a problem: I always recommend clients
    the same provider, it’s really only the tokens from 2022 that don’t work.
    Some other previously purchased licenses work with this provider.
    This is the same scenario that Ismael figured out earlier: he temporarily had admin rights for this installation (…”our token works”…)

    Best regards
    Stefan

    #1395471

    It can’t be a problem with the permissions: I checked all the checkboxes for this license (previously only those recommended in the support document ever).

    • This reply was modified 3 days, 23 hours ago by steridhh.
    #1395482

    Next step of conversation with Envato – for your information:

    Hi,
    yes, exactly.
    But usually I don’t need to install the Envato market plugin to update the Enfold app.
    The normal way is: I register the app ( here : https://build.envato.com/), create the token and copy it directly into the theme’s interface.
    (to save the token, I copy the string before to a simple text editor to avoid errors due to breaks, paragraphs or similar).
    I only installed the envato-market plugin on the recommendation of the Krieisi developers, hoping to get a hint as to the source of the error. You got the response of the envato plugin already before.

    Stefan

    Von: Envato Market Development Team (Envato Help) < (Email address hidden if logged out) >
    Gesendet: Freitag, 27. Januar 2023 01:39

    ##- Please type your reply above this line -##
    Your request (3093987) has been updated. Please reply to this email to add your comments.

    Envato Market Development Team (Market)
    Jan 27, 2023, 11:38 GMT+11

    Hi Stefan,
    Just to confirm, is the problem that the Envato WP Plugin is not allowing you to update the Enfold themes purchases in 2022?
    Apologies, just want to make sure we understand the problem correctly.

    Thanks,
    Envato Marketplace Developer
    Melbourne, Australia
    Envato

    Envato Market | Envato Elements | Envato Tuts+

    #1395483

    Hey!

    Sorry for the troubles. We might have to wait for Envato to reply Kriesi in order to continue here. For the meantime, please try to follow the suggestions in the help tab and increase the memory limit. The installation might be using more memory compared to the other installations, thus the recommendation.

    Thank you for your patience.

    Best regards,
    Ismael

    #1395686

    Last conversation to envato | fyi
    Don’t understand their question- what do they want from me?

    eMail I got
    Von: Envato Market Development Team (Envato Help) < (Email address hidden if logged out) >
    Gesendet: Freitag, 27. Januar 2023 02:29
    An: Ridder Stefan < (Email address hidden if logged out) >
    Betreff: Re: can’t update my Enfold licenses bought in 2022 3093987

    ##- Please type your reply above this line -##
    Your request (3093987) has been updated. Please reply to this email to add your comments.

    Envato Market Development Team (Market)
    Jan 27, 2023, 12:28 GMT+11
    Hi Stefan
    Thanks for clarifying. Is this the endpoint you are using, specified here? https://build.envato.com/api/#market_0_getBuyerDownload

    And, can I confirm you are using the item_id, and purchase_code as parameters?

    Thanks for your patience, we will sort this for you.
    Envato Marketplace Developer
    Melbourne, Australia
    Envato

    Envato Market | Envato Elements | Envato Tuts+

    Answer:

    What are you talking about ?

    Is this the endpoint you are using, specified here?
    ????????????????
    https://build.envato.com/api/#market_0_getBuyerDownload
    ?????????????????

    Never seen this URL.

    This is what I do to get a personal token, nothing more:

    Log in:
    https://build.envato.com/
    — >

    https://build.envato.com/my-apps/

    I can see:

    Apps you’ve registered

    Register new app

    App Name

    Pick somethoing cool, short an catchy

    Required permissions

    Confirmation URL

    And last Button to register
    =

    Rgister App

    +++++++++

    I’m slowly getting tired of it
    I’ll probably have to look for another theme for my customers
    What a theatre

    #1395688

    Hi Ismael,

    did it.
    message beforehand
    PHP Memory Limit128M may be too small. If you are having issues please set your PHP memory limit to at least 256M – or ask your hosting provider to do this if you’re unsure.

    message afterwards
    PHP Memory Limitis ok at 256M.

    What should be different now?

    Best regards,
    Stefan

    #1395771

    last conversation to envato – FYI:

    Hi,

    What is the reason that I have to explain the same thing over and over again?

    I get really angry.
    Don’t you guys talk to each other?

    Don’t you read what I already wrote?
    Didn’t anyone see that I said exactly that several times?

    Didn’t noone read that I normally didn’t need the Envato WP plugin to update Enfold. The created token can be entered directly into Enfold.
    I only installed the WP plugin because I was advised to do so.

    And I say it now for the fourth time:
    YES, ALL ENFOLD THEMES FROM 2022 CANNOT BE UPDATED.

    Yes, and that’s exactly the problem now with the Envato WP plugin installed:

    the problem is , that the Envato WP Plugin is not allowing me to update the Enfold themes purchases in 2022?

    Understood ? Or do I have to repeat myself 10 more times?
    It’s unbearable: the same questions over and over again….

    I also have an Enfold theme from 2021 that I only use for testing.

    When the test phase is over, I usually delete the subdomain,
    create a new subdomain and use the same theme, purchased in 2021, again to offer a new customer a first
    to show the presentation of his new website (= from scratch on)
    Then I also use the same token – it works.
    And I have clients that I use Enfold for – bought earlier than 2022. Everything works.

    Don’t tell me again, I have to control the permissions… Please, I don’t want to hear it anymore

    YES, THAT’S EXACTLY THE REASON : the Envato WP Plugin is not allowing me to update the Enfold themes purchases in 2022?

    Stefan

    #1395858
    This reply has been marked as private.
Viewing 28 posts - 1 through 28 (of 28 total)
  • You must be logged in to reply to this topic.