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Have imported theme but faced up with such error, how can I fix it? There has been a critical error

This topic has 14 replies, 4 voices, and was last updated 21 hours, 32 minutes ago ago by Andrew Mitchell

SARKIS KARTASHEV

Participant

March 2, 2025 at 08:23

Have imported theme but faced up with such error, how can I fix it? There has been a critical error on your website. Error 500

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support staff only.

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13 Answers

Rose Tyler

Support staff

March 2, 2025 at 08:34

Hello,

Thank you for reaching out to us.

Before proceeding with the import, please ensure that all third-party plugins are disabled.

Reply times can vary from time to time and be up to 24 hours Monday – Friday and up to 48 hours on weekends, Sat-Sun. But is usually faster than that. Please, do not submit multiple topics for the same request, as this does not result in a faster response time.

https://www.8theme.com/topic/how-can-i-import-template-where-can-i-find-guide-to-import/#post-435908

Best Regards,
8Theme’s Team

#435909 Copied

SARKIS KARTASHEV

Participant

June 10, 2025 at 19:19

Hello after last update I saw that the website are looding to loong time, and sometimes causes error 504, I have contacted with hosted provider and from their side are everything okay, they told something wrong with the code, can you check from your side, what exactly causes this error?

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Alex Carter

Support staff

June 11, 2025 at 07:34

Hello,

We’re sorry to hear that you are experiencing issues with your website loading time and the 504 error. We understand how important it is to have your site running smoothly.

To assist you further, could you please check if there are any error messages recorded in WooCommerce > Status > Logs? Additionally, we kindly ask you to contact your hosting provider and request the server error logs. These logs will help us identify the root cause of the issue more accurately.

We can’t open your site. It’s possible that there may be a restriction based on IP or region. We kindly request that you disable the restriction for users in Ukraine and let us know.

Best regards,
8Theme’s Team

#446843 Copied

SARKIS KARTASHEV

Participant

June 11, 2025 at 13:48

This is woocommerce logs

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SARKIS KARTASHEV

Participant

June 11, 2025 at 13:49

This is server logs

#446886 Copied

SARKIS KARTASHEV

Participant

June 11, 2025 at 13:52

Or you can use this link to download

https://we.tl/t-7hODsnUbat

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Andrew Mitchell

Support staff

June 11, 2025 at 16:05

Hello, SARKIS KARTASHEV,

Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Best Regards,
8Theme’s Team

#446911 Copied

SARKIS KARTASHEV

Participant

June 11, 2025 at 22:01

Here is all creditians

Content is visible for topic creator and
support staff only.

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Andrew Mitchell

Support staff

June 12, 2025 at 12:24

Hello, SARKIS KARTASHEV,

Thank you for providing the access credentials.

However, we have noticed that the FTP access currently points to an incorrect directory. It appears that only the “Twenty Twenty-Four” theme is installed there.

Additionally, we kindly ask if you could restore access to the Theme Control Panel in the WordPress admin area, as we need to verify the exact version of the installed theme.

Lastly, could you please confirm whether any direct modifications have been made to the theme files?

We appreciate your assistance and look forward to your response.

Best regards,
8Theme’s Team

#446977 Copied

SARKIS KARTASHEV

Participant

June 12, 2025 at 15:01

No changes have made, no direct modifications have been made to the theme files.

I have 2 domains added you have checked incorrect domain. When acess FTP find this directory

/domains/kakhi.ge/public_html

#446992 Copied

Alex Carter

Support staff

June 14, 2025 at 07:09

Hello,

We apologize for the delay in getting back to you.

To avoid any misunderstandings and to ensure a smooth resolution of your issue, we kindly ask you to provide temporary wp-admin and FTP access to the correct domain via private message in your next reply. This will allow our specialist to begin working on your request without further delay.

At the moment, we are unable to connect, which is causing a delay in resolving the issue. We understand this may be frustrating, and we sincerely apologize for any inconvenience caused.

Please make sure to verify that the provided credentials are working before sending them.

Best regards,
8Theme Team

#447114 Copied

SARKIS KARTASHEV

Participant

June 16, 2025 at 07:49

Here is, all creditians i have sent to you and link all works, send you a screenshjot of logged in via filezilla

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support staff only.

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Andrew Mitchell

Support staff

June 16, 2025 at 13:51

Thank you for providing access. We have made modifications to the following file:

/plugins/et-core-plugin/app/models/widgets/layered-nav-filters.php

These changes were implemented to resolve existing errors. We kindly ask you to clear the logs and monitor the system to ensure that no new issues related to our product arise.

Please note that the changes made will be included in the next theme update.

Best regards,
The 8Theme Team

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