Hello, @Gedeon Lidorio,
1/ We are writing to inform you that we have encountered difficulties when attempting to utilize the FTP access credentials that were provided to us. Unfortunately, it appears that the current credentials are not functioning as expected.
For your convenience, we have included a screenshot of the issue within the private content area of our communication platform. This visual reference should help in diagnosing the problem more effectively.
We kindly request that you review the provided credentials and ensure their accuracy. If necessary, please do not hesitate to reach out to your hosting provider for further assistance in resolving this matter.
To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.
2/ We suggest disabling all third-party plugins (including cache plugins) that do not come bundled with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/ ), clearing the cache of the browser, and then checking again. It is possible that one of the additional plugins is causing the issue.
If the issue still persists, please keep all third-party plugins deactivated on your site and grant permission to debug your site, which includes deactivating all third-party plugins and on-site Customization. This will allow us to investigate and assist you accordingly.
Please note that you should take a complete backup of your site before proceeding.
Should you have any questions or require additional information from our end, please feel free to contact us.
We appreciate your prompt attention to this issue and look forward to a swift resolution.
Best Regards,
The 8Theme Team
