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Theme not working post update - by Panzera-Support

This topic has 31 replies, 2 voices, and was last updated 2 years, 9 months ago ago by Olga Barlow

Panzera-Support

Participant

June 15, 2021 at 05:00

Theme broken post while updating to latest version from version4.15

Please, contact administrator
for this information.

#290942 Copied Theme version: 7.2.11 WooCommerce version: 5.4.1

30 Answers

Olga Barlow

Support staff

June 15, 2021 at 14:51

Hello,

1) What auth credentials should we use https://prnt.sc/15i7m6l to log in?
2) Provide us also with FTP access to your site to check the child theme files.

Regards

#290987 Copied

Panzera-Support

Participant

June 18, 2021 at 07:32

New frame work and new theme update issues

Please contact administrator
for this information.

#291289 Copied

Panzera-Support

Participant

June 18, 2021 at 10:40

Child theme issue

Please contact administrator
for this information.

#291318 Copied

Olga Barlow

Support staff

June 18, 2021 at 12:19

Hello,

We can’t check the site that you provided because of the fatal error. Provide us with FTP access to your site, please.

Regards

#291334 Copied

Panzera-Support

Participant

June 21, 2021 at 09:10

Hi i found the issue in the header in etheme_get_option and etheme_get_header_type

I have added the details

Please contact administrator
for this information.

#291547 Copied

Olga Barlow

Support staff

June 22, 2021 at 15:12

Hello,

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You have copied a lot of out of date files to your child theme and some of them cause the issue.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?

Regards

#291673 Copied

Panzera-Support

Participant

June 23, 2021 at 02:32

Hi there,

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?

#291719 Copied

Olga Barlow

Support staff

June 23, 2021 at 11:28

Hello,

Now we even can’t connect to your server
Command: open “panzera@124.41.211.224” 2222
Error: Connection timed out after 20 seconds of inactivity
Error: Could not connect to server

Regards

#291780 Copied

Panzera-Support

Participant

June 24, 2021 at 04:37

Check private content for new details

Please contact administrator
for this information.

#291854 Copied

Panzera-Support

Participant

June 24, 2021 at 06:14

We are having some trouble with the Database to migrate the site to the new environment.
Please ignore the previous comment.

Please contact administrator
for this information.

#291857 Copied

Olga Barlow

Support staff

June 24, 2021 at 12:31

Hello,

We get
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.

Regards

#291908 Copied

Panzera-Support

Participant

June 25, 2021 at 01:28

Hi Olga,

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 🙁

Please contact administrator
for this information.

#292005 Copied

Olga Barlow

Support staff

June 25, 2021 at 09:16

Hello,

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?

Regards

#292043 Copied

Olga Barlow

Support staff

June 25, 2021 at 09:34

P.S. Do you have a backup of your site before the update? Could you, please, restore it?

Regards

#292044 Copied

Panzera-Support

Participant

June 27, 2021 at 07:37

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.

#292235 Copied

Panzera-Support

Participant

June 29, 2021 at 02:02

Hi Guys,

Any update on the work done?

#292387 Copied

Olga Barlow

Support staff

June 29, 2021 at 22:04

Hello,

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.

Regards

#292499 Copied

Panzera-Support

Participant

June 30, 2021 at 07:12

Hi there

Please find the theme file for version 4.15 here:
https://drive.google.com/drive/folders/1qJrG-cnsnMmnlcdkCwSlLhnaX2byPBzL?usp=sharing

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.

#292531 Copied

Olga Barlow

Support staff

June 30, 2021 at 09:49

Hello,

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?

Regards

#292549 Copied
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