Connection issue and web host says its a theme issue

Support
#1

“Could not retrieve extensions list. For assistance, please start by reviewing our article on troubleshooting connection issues.”

I tried all the possible solutions in your connection issues page and none worked. I contacted my web host and they said it is a theme issue.

Here is what my web host asked me to copy and paste for you guys:

“Hello, I tried to access http://www.owlguru.com/wp-admin/admin.php?page=x-addons-extensions&force-check=1&x-verbose=1 and got following errors: ------ array(2) { [0]=> array(6) { [“headers”]=> NULL [“body”]=> string(1592) " Themeco Apex | Error (404) * { box-sizing: inherit; } html { font-family: Roboto, sans-serif; font-size: calc(10px + 1.25vw); font-weight: 400; line-height: 1.5; box-sizing: border-box; } body { display: -webkit-flex; display: flex; -webkit-flex-flow: column nowrap; flex-flow: column nowrap; -webkit-justify-content: center; justify-content: center; -webkit-align-items: center; align-items: center; min-height: 100vh; margin: 0; padding: 2rem; } h1, p { width: 100%; max-width: 21rem; margin-left: auto; margin-right: auto; } h1 { margin-top: 0; margin-bottom: 0; letter-spacing: -0.015em; line-height: 1.1; font-size: 2.5rem; } p { margin-top: 1rem; margin-bottom: 0; }

Not found.

It seems as though the page you’re trying to access does not exist or has been moved.

Please click the back button in your browser and try your action again.

" [“response”]=> array(2) { [“code”]=> string(3) “404” [“message”]=> string(9) “Not Found” } [“cookies”]=> array(0) { } [“filename”]=> string(0) “” [“http_response”]=> NULL } [1]=> array(6) { [“headers”]=> NULL [“body”]=> string(1592) " Themeco Apex | Error (404) * { box-sizing: inherit; } html { font-family: Roboto, sans-serif; font-size: calc(10px + 1.25vw); font-weight: 400; line-height: 1.5; box-sizing: border-box; } body { display: -webkit-flex; display: flex; -webkit-flex-flow: column nowrap; flex-flow: column nowrap; -webkit-justify-content: center; justify-content: center; -webkit-align-items: center; align-items: center; min-height: 100vh; margin: 0; padding: 2rem; } h1, p { width: 100%; max-width: 21rem; margin-left: auto; margin-right: auto; } h1 { margin-top: 0; margin-bottom: 0; letter-spacing: -0.015em; line-height: 1.1; font-size: 2.5rem; } p { margin-top: 1rem; margin-bottom: 0; }

Not found.

It seems as though the page you’re trying to access does not exist or has been moved.

Please click the back button in your browser and try your action again.

" [“response”]=> array(2) { [“code”]=> string(3) “404” [“message”]=> string(9) “Not Found” } [“cookies”]=> array(0) { } [“filename”]=> string(0) “” [“http_response”]=> NULL } } ------ Remove site themeco replies 404 error. You should ask their support about this issue. Thank you,”
#2

Hello There,

Thanks for writing in! “Could not retrieve extensions list. For assistance, please start by reviewing our article on troubleshooting connection issues.” error could mean that the connection with the theme and our Themeco plugin repository has been block. Please revoke and revalidate your X theme and try again.

To do that, please do the following:
1] Please go to X Addons > Overview and revoke the validation (https://s3.amazonaws.com/community-themeco/app/uploads/2016/04/17110514/Capture53.jpg).
2] Please login to your account and revoke the license.
3] After you have revoke the license, you need to re assign the license again to your site using this url: https://www.example.com/. You have to make sure that url you just assign is the same as the one you have in your settings, Settings > General > Site Address
4] Go back to X > Overview again, and insert your license code.

Please let us know how it goes.

#3

My X Theme is 4.3.0 and I went to X Addons > Home.
On that page, it says “Congratulations! X is now installed (woo-hoo)…”
Where else can I revoke the validation?

Regarding revoking the license, under the Manage Licenses page, I don’t see any option where I can revoke the license.
Am I missing something?

#4

Hello There,

Since you are using X 4.3.0, this could be the reason why you have this issue. Please update X to version 5.1.1 manually.

You can find the latest version numbers here: (http://theme.co/changelog/) Then you can compare them to what’s installed on your site.

To know how you can manually update X, please review our update guide and see the section “Manual Update”.

Please let us know how it goes.

#5

Hi, can you provide another solution besides updating the theme? We want to avoid doing that because we have a very huge website that might break if we update the theme.

Apologies for the inconvenience.

#6

Hey There,
​
​To assist you better with this issue, would you mind providing us the url of your site with login credentials so we can take a closer look? This is to ensure that we can provide you with a tailored answer to your situation. Once you have provided us with your URL, we will be happy to assist you with everything.

To do this, you can create a secure note with the following info:
– Link to your site
– WordPress Admin username / password
​
Thank you.

#7

Hi,
How can I leave a private reply like in the previous X theme forum?

#8

Hey,

To leave a private reply, you need to add the content after clicking on this icon key: http://prntscr.com/ghchwg

#9

Thanks, just left the info.

#10

Hi there,

Please update your theme first, it’s too old. You have to do it manually through FTP, or by uploading in Admin > Appearance > Themes > Add New. But you must remove the old version first.

Thanks!

#11

Please recommend another way other than updating the theme. I highly doubt that the theme is causing the connection issues.

#12

Hi,

I checked the validation page and it’s throwing up an error. It’s most likely due to corrupt or missing theme files.

We highly recommend that you update your theme.

Please see Manual Updates section in the link below.

You may backup your site using either of this third party plugins before updating.


Hope that helps.