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[rwv999]

I’m trying to load an expanded demo fpr Theme X. Getting various messages like ‘Hang in there’, ‘Trying to reconnect’, ‘Experiencing technical issues’ and then the whole thing just aborts and returns to the X Addons page in the WP Admin menu.

By the way, this concerns a non-internet-facing development site that has no problem receiving WordPress updates, loading online slider examples, etc, etc.

Any idea anybody? Thanks in advance for any help.
Ruud Visser.

[Christian]

Hey Ruud,

Internet connection is require for installation of the demo content as it gets it from our server.

Thanks.

[rwv999]

Hello Christian,

Non-internet-facing doesn’t mean it doesn’t have an internet connection; it does and it works fine for other things. (That’s why I specifically mentioned there is no problem receiving WP updates and more.) The messages X gives may be intended to lighten the mood, they’re not very useful when it comes to troubleshooting.

Any suggestions?

Thank you!

[Nico]

Hi Ruud,

Sorry for the understanding. In this case, would you mind sharing us your admin credentials so we could check your setup closer.

Don’t forget set it as private reply.

Once we fully check your setup, we’ll do our best to fix this issue.

You might want to check our knowledge base about demo content.

https://community.theme.co/kb/demo-content/

Let us know how it goes.

Thanks.

[rwv999]

Hey Nico,

Sharing admin credentials is not an option in this case for various reasons. (An obvious one I already mentioned.)

I figured out the problem myself in the meantime (has to do with file permissions on the web server). Troubleshooting would be more efficient when the error messages provided by Theme X would be more to the point. And they easily could have been in this case. Is that something Theme.co would address?

On a more general note: with the license for the theme I bought half a year of support I remember reading somewhere. What exactly does that support entail?

Thanks for your input,
Ruud.

[Rad]

Hi there,

It relies on WP_DEBUG and SCRIPT_DEBUG https://codex.wordpress.org/Debugging_in_WordPress. We can’t display details of the errors when user preferred not to display them. Hence, we’re requesting FTP credentials so we could enable them, or debug it ourselves.

And users doesn’t always debug their site, but I agree that details should be displayed. Maybe something I can add to our feature request list. But one thing for sure, our troubleshooting capability is very limited without checking it directly from your site. There are many possible reason and causes, the fastest way to address it is to check it directly. A very good example is when the script fails to request a file, but it can’t tell if it’s just missing or have read permission issue, or just forbidden.

About the half a year support, you can always reach us here in the forum even after that.

Thanks.

[Author]

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