Theme broken post while updating to latest version from version4.15Site URL: hidden Theme version: 7.2.11 WooCommerce version: 5.4.1
New frame work and new theme update issues
Child theme issue
We can’t check the site that you provided because of the fatal error. Provide us with FTP access to your site, please.
Hi i found the issue in the header in etheme_get_option and etheme_get_header_type
I have added the details
Sorry but we are not able to edit files via FTP or rename them https://gyazo.com/a6a3951b70e31ea2488b300b0db7bfd3
You have copied a lot of out of date files to your child theme and some of them cause the issue.
Could you, please:
1) Change FTP user permissions to allow us to edit files
2) Check the files that you have in child theme. Are you sure that all the files that you copied there are necessary? Did you make changes in all files of your child theme and subfolders?
The changes were made by an external developer so not sure what changes were made on the child theme.
For now, we know that there are a reference of functions from the old theme such as etheme_get_option
We have fixed the permission issue with the FTP. Could you try again?
Now we even can’t connect to your server
Command: open “firstname.lastname@example.org” 2222
Error: Connection timed out after 20 seconds of inactivity
Error: Could not connect to server
Check private content for new details
We are having some trouble with the Database to migrate the site to the new environment.
Please ignore the previous comment.
Status: Using username “panzera”.
Status: Access denied
Error: Authentication failed.
Error: Critical error: Could not connect to server
once try username and pass from your last message.
We can’t speed up the process till you provide the correct FTP.
Could you share a screenshot or something? Did you use the XML file we provided?
Did you use SFTP instead of FTP?
Here is a video of the SFTP details working.
This is taking 4 days to just connect to our server, is there a quicker way? Do you guys provide chat support or phone support or do you guys want to do video call?
This is taking too long and we need a quick resolution for a paid support 🙁
One reply per day is not quick enough. Please help for a quicker response time 🙁
We were able to connect to your server from the first message but the permissions were wrong and it’s not our fault. Then you changed something that prevented connection. Now we are able to connect again. I checked your site and see that you use Cloudflare there. It causes errors https://gyazo.com/c651f6d563878ca6d43960bb167572a6 Could you, please, disable CDN till we finish with the update?
P.S. Do you have a backup of your site before the update? Could you, please, restore it?
Thank you guys, the server was temporarily down but it should be working now. Let me know once you guys are done fixing the issue. Also, can you list the changes you have made? We have a backup of the site so you do not need to worry about that.
Please, restore the backup. We’ll update the theme by ourselves after that. We need to check the old files before theme update. Unfortunately, we don’t have such an old copy of the theme to check it without restoring your backup.
So, let us know once you restore the backup.
Please find the theme file for version 4.15 here:
You will need to add the theme yourself.
The database is too large for us to restore the website again.
To our knowledge, the website was working when it had this version of the parent plugin.
Is there another way to contact you guys other than this forum? I feel we are going through a lot of back and forth here.
Support staff has access to support forum only. We don’t have live chat or call center.
Besides, is this your production site or staging site? If you have production site without an updated theme could you, please, provide us with link? We need to check the layout you had before the update. Or it would be better if you remove the existing staging site and make a full copy of the production site to staging without update of plugins, WP and theme (using Duplicator plugin or any other suitable for you way). We’ll log in to this new staging site and update theme to 5.x version first and then to 7.x version. Update to 7.x version from 4.x reset the options and we can’t restore them even if downgraded parent theme. So, we need full working copy of the production site without any update to proceed. Could you do that for us?
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