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Update failing - by kevinkjr - on WordPress WooCommerce support

This topic has 36 replies, 2 voices, and was last updated 5 years, 2 months ago ago by Olga Barlow

kevinkjr

Participant

January 17, 2019 at 20:00

I am attempting to update our site from 4.28.1 to 5.1.4. I did a test update by creating a staged site, and it worked perfectly from within the WordPress Updates area.

However, when I went to update the live site, there was a conflict with the Redux Framework plugin. The site was blank with Redux activated. When I disabled Redux the site loaded fine, but obviously with site structure issues. I had to then rollback the site from a backup.

The site has a large amount of e-Commerce traffic so I couldn’t have it down very long. Can you assist in installing the update?

Please, contact administrator
for this information.

#207230 Copied Theme version: 4.28.1 WooCommerce version: 3.5.3

35 Answers

Olga Barlow

Support staff

January 18, 2019 at 11:12

Hello,

Yes, sure, we can help you with theme update but we also need FTP access to fix the problem if we also face the blank page.
Please, provide me FTP access to proceed with the update.

Regards

#207263 Copied

kevinkjr

Participant

January 18, 2019 at 21:50

Hi,

Thank you for your reply! Sorry for the delay, it went to my spam folder. Do you have an email address I can use to create an SFTP account for you?

#207271 Copied

Olga Barlow

Support staff

January 19, 2019 at 09:46

Hello,

Actually, no matter what email you’ll use, we need just a temporary FTP account, you can use email from my Private content area or even your own.

Regards

Please contact administrator
for this information.

#207276 Copied

kevinkjr

Participant

January 23, 2019 at 13:30

Hi, the private content area does not display on my end, so I cannot see your email. Since I use Flywheel hosting, for FTP access I have to add you, and it will send you an email to accept the invitation.

#207701 Copied

Olga Barlow

Support staff

January 23, 2019 at 15:13

Hello,

We have sent the message to your registration email.

Regards

#207872 Copied

Olga Barlow

Support staff

January 23, 2019 at 15:13

Hello,

We have sent the message to your registration email.

Regards

#207873 Copied

kevinkjr

Participant

January 24, 2019 at 13:46

Hi,

I sent this to your support email as well, but since I added your email address, if you have accepted the invitation, you already have access:

https://getflywheel.com/wordpress-support/how-do-i-access-my-site-via-sftp/

#208031 Copied

Olga Barlow

Support staff

January 24, 2019 at 15:32

Hello,

We got the only one email from Flywheel http://prntscr.com/mbl568 and link redirects us to the registration page http://prntscr.com/mbl5n4
We don’t have account there and I don’t understand why don’t you can just provide me simple information:
FTP host, FTP username, FTP password. We are theme support and we don’t need any registrations at the third-party sites to get the newsletters after that. Please, create the temporary account for our user and provide me FTP host, FTP username, FTP password in the private content area. That’s all.

Waiting for your reply.

Regards

#208034 Copied

Olga Barlow

Support staff

January 24, 2019 at 17:08

Hello,

Ok. We were able to login to your FTP.

I have checked your child theme and see that you copied whole the woocommerce folder. Did you make changes in all the files in that folder?
Please, check the files and leave only files that you really changed because after update to 5.0 you’ll have a lot of conflicts and we can’t check and compare every file of your child theme with the default one. Delete files that you did not change from the child theme and reply back to proceed with the update.

Regards

#208039 Copied

Olga Barlow

Support staff

January 24, 2019 at 17:18

P.S. I see that you are using CloudFlare. Either disable it or enable dev mode in your CDN account to disable caching and avoid problems because of cached files after the update.

Regards

#208040 Copied

kevinkjr

Participant

January 25, 2019 at 03:07

Olga,

Great, thank you so much. I am sorry the FTP system they have is more complicated than others.

I will look at the WC folders and address that and get back to you.

When we set a time to do the update, I will make sure to turn Cloudflare off temporarily.

Best,
Kevin

#208045 Copied

Olga Barlow

Support staff

January 25, 2019 at 10:05

Hello,

Ok, sure. Take into account that according to my working schedule I’ll be able to help you during today or from Monday. I’ll be out of the office on Sat-Sun this week.

Regards

#208053 Copied

kevinkjr

Participant

January 25, 2019 at 13:53

That is no problem at all. We can plan on Monday perhaps. No rush. 🙂

#208066 Copied

Olga Barlow

Support staff

January 25, 2019 at 14:06

Hello,

Ok, that’s great. Then I’ll be waiting for your reply about woocommerce files and CDN on Monday. Have a good weekend.

Regards

#208067 Copied

kevinkjr

Participant

January 30, 2019 at 13:15

Olga,

I am sorry it took so long. The WooCommerce folder should be cleared up with all of the extra files removed. So it is good to go for an update. Let me know when you would like to proceed and I will make sure the CDN is turned off. Thank you!

#208248 Copied

Olga Barlow

Support staff

January 30, 2019 at 18:11

Hello,

Ok. We can start tomorrow but I’m trying to connect to your FTP and with no success anymore.
Command: open “etheme@sftp.flywheelsites.com” 22
Command: Trust new Hostkey: Once
Command: Pass: *********
Error: Connection timed out after 20 seconds of inactivity
Error: Could not connect to server

Regards

#208274 Copied

kevinkjr

Participant

January 31, 2019 at 00:25

Olga,

Ok that works fine. Can you give me a specific time window in Eastern Standard Time?

I am not sure why your SFTP access would stop? I see that you are listed as a collaborator on the site. All I know of their settings is here: https://getflywheel.com/wordpress-support/how-do-i-access-my-site-via-sftp/

#208295 Copied

Olga Barlow

Support staff

January 31, 2019 at 12:24

Hello,

We can start within next hour. Is it ok for you?
FTP works fine again.
Let me know if you allow the update.

Regards

#208326 Copied

Olga Barlow

Support staff

January 31, 2019 at 12:30

Also, it would be good if you can sign in http://prntscr.com/mep6dy to allow us to force clear of CDN cache.
And keep in mind that you can contact me in live chat http://prntscr.com/mep7m8 and ask Olga Barlow. We could update theme while talking with you to avoid problems.

Regards

#208327 Copied
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