I am ready for another version update please, as per our previous discussion. I was trying to reply to my previous ticket ‘API Request Call Error’ but it is not submitting the ticket for some reason.
Thank youSite URL: hidden Theme version: 3.8 WooCommerce version: 3.5.2
To activate theme your server should send the request to our server, our server checks the request and send respond. Your server should get the response. But seems it does not because of some limits. We tried to ping your server but without success https://prnt.sc/lx0h40
So, could you contact your server and ask if you have any limits. Our server IP is 184.108.40.206.
Can you please perform a theme update on the domains:
If you want to get help with theme update on these domains you need to provide temporary Dashboard and FTP access to these sites.
Here you go thank you
1) The first site does not work: Error establishing a database connection
FTP for the first site also does not work.
2) Provide 2 purchase codes to activate sites and tell us what purchase code for what domain.
Here you go
Access to forissignsinc.com is ok, but we can’t log in the Dashboard of promotofx.com.
One important thing: as I can see you still have not solved the problem with the server.
We can’t proceed with the theme update because the new version of theme won’t be activated.
If we ping your site we get 100.0% packet loss http://prntscr.com/nsqzj2
To activate theme your server should send the request to our server, our server checks the request and sends the respond. Your server should get the response. But seems it does not because of some limits. Contact your hosting provider to fix this problem and only after that reply back here with the Dashbaord access to the second site (promotofx.com)
Hello, can you please try now? Thanks
Still the same, if we ping your site we get 100.0% packet loss.
To activate theme your server should send the request to our server, our server checks the request and send the response. So, make sure that your hosting:
1. Allows http/https outgoing connects
2. 220.127.116.11 availability from your source IP address.
Ok I contacted the Technical Support team so they can follow-up with their web hosting admins. From a DNS standpoint, they said “We don’t see any issues. (Also, the web server does not respond to pings/ICMP, so seeing 100% loss when pinging it is normal.)”
I spoke to the host company. They say there are no settings to change or update and that the ping method is outdated.
Is there an alternate way you can update the theme? Is it both websites you are unable to activate latest theme on, or just one? Is this something I can try if I am provided instructions?
To activate theme your server should send the request to our server, our server checks the request and sends the response. Your server should get the response. But seems it did not work before because of some limits. If your server confirmed that they don’t have any limits for this procedure then you can update theme using FTP http://8theme.com/demo/docs/legenda/Theme_Update and then activate the theme. But if your server still has limits and does not allow outgoing connects or our server IP is not available from your server then you won’t be able to activate theme and we can do nothing. We can only give you a refund.
Besides, 4.0 is a major update that’s why we would recommend you to create a staging site (full copy of the existing one) and update theme there first. If everything is ok (including activation) then you’ll be able to update production site.
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