Viewing 28 posts - 1 through 28 (of 28 total)
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  • September 6, 2021 at 4:53 pm #1319883
    Matti

    Good evening.
    since the new update Enfold 4.8.6.2, there are problems with saving and making changes.

    We have this problem on all of our domains after the update,

    Our saved templates cannot be called up either.

    I am sending you three screenshots. We also talked to the provider, from their side there are no problems. Log file says Enfold is the problem.

    I will send you the access data, could you please have a look at it and possibly fix the error.

    Thanks very much. Greetings Matti

    • This topic was modified 3 years, 7 months ago by Matti.
    September 8, 2021 at 7:42 am #1320055
    Rikard

    Hey ASC_Cagliari,

    The login details you posted are not working, please check and verify:

    Fehler: Der Benutzername ENFOLD ist auf dieser Website nicht registriert. Falls du dir über deinen Benutzernamen unsicher bist, versuche es stattdessen mit deiner E-Mail-Adresse.

    If you could describe how to reproduce the problem you are having as well, then please do so in your next reply.

    Best regards,
    Rikard

    September 10, 2021 at 10:51 am #1320364
    Matti

    Good morning Rikard,

    the login details are correct. We checked you out.

    Greetings Matti

    September 12, 2021 at 5:31 am #1320552
    Rikard

    Hi Matti,

    Thanks for that, login details are working now. I’m not sure how to reproduce the problem you are having though, could you try to explain that a bit further please? If you could share the server log files with us, then that would be helpful as well.

    Best regards,
    Rikard

    September 12, 2021 at 9:10 am #1320564
    Matti
    This reply has been marked as private.
    September 13, 2021 at 9:38 am #1320667
    Rikard

    Hi Matti,

    Thanks for the update. The FTP login details are working, but I’m not sure where we can see the server debug logs?

    I couldn’t find the page you are referring to, but I did check the page in private. I tried editing a few text blocks, but I can’t see any problems doing that. Please provide us with test page, or further instructions on how to reproduce the problem you are seeing on your end.

    Best regards,
    Rikard

    September 13, 2021 at 7:05 pm #1320793
    Matti
    This reply has been marked as private.
    September 14, 2021 at 1:18 pm #1320899
    Rikard

    Hi Matti,

    Thanks for the update, and for the screenshots. I’m still not sure I understand exactly what we need to do in order to reproduce the problem you are having though. Is it that changes to the Google Maps elements are not sticking? Or is it that you can’t load custom templates? If so, which templates, and how does the error manifest itself? If you could record a screencast while you are reproducing the problem on your end, then it might be easier for us to understand. If you can’t do that, then please try to send us step-by-step instructions on what to do.

    Best regards,
    Rikard

    September 14, 2021 at 2:06 pm #1320908
    Matti

    Good morning rikard,

    thanks for the reply.

    Your questions are all of our worries and problems.
    We have four websites and all of them have the same problem after the Enfold update.

    The screencast 1 – 10 provided to you is a step by step guide. That is where the problem becomes apparent.

    Why don’t you try it yourself? That’s why I set up the Enfold page.

    Thanks Best regards Matti

    September 15, 2021 at 6:46 am #1320984
    Rikard

    Hi,

    Thanks for the update. I’d like to try it out myself, but you haven’t provided us with any clear instructions on how to reproduce the problem. The screenshots are not really helpful, since we don’t know what you actually are doing or changing on the site. I tried changing Text Blocks and Google Maps elements on the test page in all three languages, and the only problem I can see is that the layout seems to be different in Italian. Is that the problem you are having?

    As for the problem with the templates; please try to give us step by step instruction on how to reproduce it.

    Best regards,
    Rikard

    September 16, 2021 at 5:57 am #1321135
    Matti

    Good morning, Rikard.

    thanks for the message, but I don’t understand why I have to explain everything again now. The pictures I sent say everything. And when you test, the problems become apparent.

    The test page is now called Enfold Test.

    Could it be because of this, please click the link. thanks

    best regards
    Matti

    September 17, 2021 at 5:44 am #1321308
    Rikard

    Hi Matti,

    Thanks for the update. We appreciate you efforts with the screenshots, but they don’t tell us much about what you are actually doing on the site when the problems occurs, could you please try to explain that a bit further in words? If you are uncomfortable with English, then please write in your native language, then we’ll translate your message. You could also record a screencast as I suggested earlier.

    About the index file in your screenshot; that could well be the problem, but I’m not sure exactly which index.php file WordPress is referring to. There’s one in each folder from the root, up to wp-content and themes. If you could share FTP login details with us in private, then we can check the file permission status on those files.

    Best regards,
    Rikard

    • This reply was modified 3 years, 7 months ago by Rikard.
    September 17, 2021 at 6:19 am #1321316
    Matti

    Good morning Rikard.

    You can look at the PDF, as all photos are documented according to the work steps, as desired. But we could have saved ourselves that if you had tried it yourself.

    These problems only arose after the last Enfold update.
    We have 5 websites and the same problem everywhere.

    Thanks for a solution.

    best regards Matti

    September 19, 2021 at 5:26 am #1321484
    Rikard

    Hi,

    Thanks for that, your explanation clarifies the problem you are having.

    Text block problem; I can’t reproduce this problem on my end, the text block opens as it should, and it’s editable. Please see screenshot in private, and look at the edited content on your actual site.

    Google Maps problem; I can’t see any problems here either. I changed the address and saved, and that reflects both on the back and front end. Please check the actual element on your site for proof.

    Disappearing content when saving the page; I can’t reproduce this problem either, I saved the Italian test page several times, and nothing disappeared.

    Loading template problem; which template is it that you are trying to load? Are we allowed to load a new template into the Italian test page for debugging purposes?

    If you should continue having problems on your end, then please try using a different browser (or private/incognito windows) to see if that changes anything.

    Best regards,
    Rikard

    September 19, 2021 at 6:27 am #1321490
    Matti
    This reply has been marked as private.
    September 21, 2021 at 1:42 pm #1321757
    Yigit

    Hi Matti,

    I checked your website as well and I was able to edit the elements and save/load templates.

    I have updated Text Block and Google Maps elements on your testing page. Then I saved the page as template and created a private testing page and loaded the template there. You can find the links in private content field below.

    Could you please try logging in with the credentials you created for us and check if that makes a difference?

    Regards,
    Yigit

    September 21, 2021 at 9:16 pm #1321827
    Matti

    Good evening, Rikard and Yigit

    Thank you for your message.

    I followed your instructions and locked myself in with your access data.

    The result is as always. (PDF attached)

    1) I’ve viewed your page. (as always background blue – is not correct)
    2) Then I opened the page, went to Google Map and opened that too.
    3) Address changed
    4) Then saved the address change and clicked on Update
    5) Google Map completely disappeared again, as well as some text passages

    As seen in the PDF and also on the page.

    Regards
    Matti

    September 22, 2021 at 7:05 pm #1321949
    Matti

    Good evening Rikard and Yigit.

    I went to the Internet Point today and tried to make changes from there. But the same problem here too. Then I went to a company I knew and tried it from there, but the same result here as well.

    Was just an addition to previous mail. Thank you and have a nice evening.
    Regards
    Matti

    September 24, 2021 at 4:40 am #1322092
    Rikard

    Hi Matti,

    Thanks for the update. I’m not sure what is going wrong on your end, but neither me or Yigit can reproduce the problems you are having. I did see the blue background at one point while I was helping you, but that seems to be gone now. Please see screenshots in private. Editing is working fine for both me and Yigit as well, and there is no disappearing content after updates on our ends either. I’m not sure how we can reproduce the problems you are seeing on your end, could you try to explain which operating system and browsers you are using when this problem happens please?

    Best regards,
    Rikard

    September 24, 2021 at 9:18 am #1322166
    Matti

    Good Morning, Rikard

    thank you for your renewed information. But the problem has existed since the last update.

    I set up a new domain today. Completely new WP version and SQL database as well as Enfold and WPML, Woocommerce plugin and the Demo Travel from Enfold installed.

    Then when I wanted to make a change, the same problem as known.

    The same problem now applies to all of our 6 domains. It must be on somewhere.

    The domain provider checks it and says Enfold is the problem.

    That’s pretty annoying for us. When I go to the Internet Point, I also have the same problem.

    We use MAC, and we have all common browsers installed and the same problem everywhere. So it can’t be up to us.

    What should we do now?

    Best regards Matti

    September 25, 2021 at 4:39 am #1322252
    Rikard

    Hi Matti,

    I’m not sure what to do to be honest with you, since we can’t see the problems you are describing on our end. Both me and Yigit are on OSX devices as well, so I don’t think the operation system should be the cause of this problem. We haven’t had any reports from other users with this problem either, so it’s likely that the problem is local to your sites/server environment. If this problem started happening after an update, then we can try to roll back your sites to earlier versions. Do you know which version you were running before the problems started? Please let us know if you would like to try and roll back to an earlier version, and in which folder your site is located on your server. Also please verify that you have backups of your site.

    Best regards,
    Rikard

    September 25, 2021 at 7:14 am #1322269
    Matti
    This reply has been marked as private.
    September 26, 2021 at 7:17 am #1322332
    Rikard

    Hi Matti,

    Thanks for the update. I’m not sure exactly what your hosting provider means by that either, but if there was a permission problem of some sort, then me and Yigit should see the same thing that you are seeing. That is not the case now, and we would have to find out why. Would you like us to install an earlier version of the theme on the site in private? If so, then in which folder is that located? Also please verify that you have backups of the site in question, in case something should go wrong.

    Best regards,
    Rikard

    September 27, 2021 at 4:09 pm #1322524
    Matti

    Hello Rikard,

    I wrote to our domain provider again today and await his statement on this.
    I haven’t made any changes to .htaccess, so I don’t understand why “deny from all” was written there.
    Please let us wait for the answer before a backup is imported.

    Thanks. Greetings Matti

    September 28, 2021 at 6:34 am #1322578
    Matti
    This reply has been marked as private.
    September 28, 2021 at 6:43 am #1322581
    Rikard

    Hi Matti,

    Thanks for the update. Did you try to disable the plugins your hosting support is referring to? And did you try to change the PHP version?

    Best regards,
    Rikard

    September 28, 2021 at 11:42 am #1322611
    Matti

    Hi Rikard,

    I’ve made all the changes, but without success.

    Regards
    Matti

    September 29, 2021 at 6:58 am #1322725
    Rikard

    Hi,

    Thanks for the update. Should we try rolling back your site to an earlier version to see if that helps then?

    Best regards,
    Rikard

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