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Theme update lost icons - by shivas-irons

This topic has 25 replies, 3 voices, and was last updated 8 years, 2 months ago ago by Jack Richardson

shivas-irons

Participant

February 3, 2016 at 23:01

I’ve provided a short video below showing my issue after updating theme and relevant plugins

https://www.dropbox.com/s/n0m8ayyk0g3zbgs/themeupdate.mp4?dl=0

Please, contact administrator
for this information.

#111541 Copied Theme version: Royal

24 Answers

Eva Kemp

Support staff

February 4, 2016 at 09:05

Hello,

You’re using old Ultimate VC Addons plugin. Please update it https://www.8theme.com/download-plugins/ , also update Revolution Slider plugin.

Regards,
Eva Kemp.

#111567 Copied

shivas-irons

Participant

February 4, 2016 at 21:58

I updated both those plugins as you recommended and no change to the situation.

#111722 Copied

Eva Kemp

Support staff

February 5, 2016 at 09:27

Hello,

May we reupload the theme?
Please disable firewall in your hosting account as we can’t work via FTP, there is an error:
Response: Your connection to this server has been blocked in this server’s firewall.

Thank you.

Regards,
Eva Kemp.

#111755 Copied

shivas-irons

Participant

February 5, 2016 at 18:52

I re-uploaded the theme. I have not had issues with firewall preventing any ftp work. I do not have access to firewall settings on this account. Yet ftp is fully functional for me.

Take a look at the site now. It did something but the icons are still not present properly.

#111894 Copied

shivas-irons

Participant

February 5, 2016 at 19:37

I am going to see if I can get the firewall issue resolved for you so you can continue to assist me.

#111898 Copied

shivas-irons

Participant

February 6, 2016 at 05:13

Ok, I was able to successfully upload the theme just now. So all plugins and theme are up to date. Please see site. You might be successful with ftp now as well.

#111918 Copied

shivas-irons

Participant

February 7, 2016 at 18:32

Any news on this issue? As the thread shows I’ve done the recommendations. I still need assistance.

#111990 Copied

Jack Richardson

Support staff

February 8, 2016 at 09:35

Hello,

Sorry, but we got the same error again via FTP:
Response: Your connection to this server has been blocked in this server’s firewall.

Please check your Firewall settings or disable it.

Best regards,
Jack Richardson.

#112036 Copied

shivas-irons

Participant

February 8, 2016 at 23:14

Can you send me the IP address you’ll be accessing the ftp through. I am doing this work for a client on a server that I do not own so I must request access for you.

#112183 Copied

Eva Kemp

Support staff

February 9, 2016 at 09:54

Hello,

IP has been sent to your email address.
Please check it.

Regards,
Eva Kemp.

#112216 Copied

shivas-irons

Participant

February 10, 2016 at 05:44

I have confirmation ftp is accessible for you now. Please access it soon as I’ll need to contact them again letting them know we’re done. See private content

Please, contact administrator
for this information.

#112375 Copied

Eva Kemp

Support staff

February 11, 2016 at 12:02

Hello,

Sorry for a delay.
There are errors on your site that fonts can’t be found http://prntscr.com/a1t782 , but they are present in your site folder.
In this case you need contact your hosting provider support to resolve this issue and investigate why some fonts files can’t be recognized by your server.

Regards,
Eva Kemp.

#112590 Copied

shivas-irons

Participant

February 12, 2016 at 18:23

I got this response from the webhost. How do I go about doing this? I appreciate your help on this because I am lost!

Webhost response: => font files are in the directory, I have resolved this type of issue on my own designs by creating a child theme and enqueue the files in the child themes functions.php

#112848 Copied

Jack Richardson

Support staff

February 14, 2016 at 14:30

Hello,

Unfortunately our IP is blocked every time we’re trying to do something with your files.
Please contact your hosting provider to disable firewall or ask them to provide you with their solution of this issue.

Best regards,
Jack Richardson.

#112960 Copied

shivas-irons

Participant

February 14, 2016 at 18:41

You are using Passive mode in ftp, correct? This was their recommendation previously. I have also contacted them once again and provided your IP in private, this was the one given me last time by your support and requested they whitelist it.

I had previously requested this from them a week ago and their reply was simply to use Passive mode in ftp. I’ll update you as soon as I get their reply. Thanks for staying with me on this.

Please, contact administrator
for this information.

#112967 Copied

Eva Kemp

Support staff

February 15, 2016 at 09:17

Hello,

Ok, looking forward to your reply.

Regards,
Eva Kemp.

#113007 Copied

shivas-irons

Participant

February 15, 2016 at 21:49

I have confirmation certain Mod_security settings have been disabled as that may have been preventing your access via ftp. Please advise you are all set.

#113159 Copied

Jack Richardson

Support staff

February 16, 2016 at 11:25

Hello,

It seems that Mod_security settings on your server caused the problem with icons displaying as now all icons are showing (see the screenshot http://prntscr.com/a3xjf1). Please check it from your side.

Best regards,
Jack Richardson.

#113249 Copied

shivas-irons

Participant

February 16, 2016 at 19:35

They did reappear so that’s good going forward when I do updates yet there are other issues remaining after updating the latest VC Add On plugin. See videos.

https://www.dropbox.com/s/7lm9kulqjbiv7bs/icons.mp4?dl=0

https://www.dropbox.com/s/zdugf7g4w4wbvx5/image%20gone.mp4?dl=0

#113362 Copied
Tagged: best selling, lost icons, seo friendly, theme update, themes, woocommerce
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