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[Scarlett_Fox]

Hello Themeco,

I have been looking to update X theme and some plugins on my site, however it seems to reload the page while trying to update and the update does not complete. It wasn’t like this previously, so I wonder whether it is due to the installation of ConvertPlug and the Mailchimp Connect. It doesn’t seem to want to install the Connect update as the ConvertPlug installation isn’t valid (presumably because it is included with with X theme). Any ideas?

URL: http://www.crimsonphoenix.co
Wordpress version: 4.5.2
X Theme version: 4.4.2
Cornerstone version: 1.2.4

Many thanks,

Ellana

[Rahul]

Hey There,

Please revalidate your theme by revoking licence from themeco dashboard and adding it again.

Hope that helps.

[Scarlett_Fox]

Hi Rahul,

I’ve revoked the licence and added it again, but it still doesn’t seem to be working. I have checked the changelog for X Theme 4.5.2 and it adds Ubermenu, which is showing in the extensions. I have also deactivated ConvertPlug and the Mailchimp connect add-on to see if these were affecting the update, but still no luck.

Ellana

[Christopher]

Hi there,

Would you mind providing us with login credentials so we can take a closer look? To do this, you can make a post with the following info:

– Link to your site
– WordPress Admin username / password
– FTP credentials

Don’t forget to select Set as private reply. This ensures your information is only visible to our staff.

Thanks.

[Scarlett_Fox]

This reply has been marked as private.

[Joao]

Hi There,

It seems like X is not regconizing the validation.

Could you confirm you follow this steps while revoking the and revalidating?

1] Please go to X Addons > Home and revoke the validation.
2] Please login to your account and revoke the license. https://community.theme.co/my-account/
3] After you have revoke the license, you need to re assign the license again to your site using this url: https://www.your-domain.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 Addons > Home again, and insert the license again.

Let us know more details,

Thanks

Joao

[Scarlett_Fox]

Hello,

I’ve tried the steps you mentioned above and I received a message saying that the site validation has been revoked, yet it still shows it as validated in the Addons section yet it says that the copy of X theme needs validating in the Update section and refuses to update.

Any next steps?

Ellana

[Rue Nel]

Hello Ellana,

I have manually updated your X theme. I’ve tested installing any X theme addons in X Addons > Extensions and it failed. This usually means that you have revoke the url from your license code. Please revalidate your site again. Please do the following:
1] Please login to your account and assign the license. You need to assign the license to your site using this url: https://www.your-domain.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
2] Go back to X Addons > Home again, and insert the license again.

And please review the changes that we made on how you are going to validated your X theme because we made a big change in the process. Please check it out here: https://community.theme.co/kb/product-validation/

And I also noticed that you are using PHP version 5.5.30 and WordPress 4.5 requires at least 5.6 (https://wordpress.org/about/requirements/). This could possibly be the cause of the issue. In most cases you cannot update your PHP version yourself and need to contact your host about this. The upgrade process is an easy process and should be something your host can do for you without affecting your website or charging you for it. Here’s a letter you can send to your hosting company:

Dear host,

I\'m interested in running the open-source WordPress <https://wordpress.org/> web software and 
I was wondering if my account supported the following:

- PHP 5.6 or greater
- MySQL 5.6 or greater
- The mod_rewrite Apache module

Looking forward to your reply.

Hope this helps. Kindly let us know.

[Scarlett_Fox]

Hello Rue Nel,

I have checked with my host and they cannot upgrade to PHP 5.6 as we are on a shared server. However mod_rewrite is running and and MySQL is at 5.6 or greater.

I’m afraid the site validation is still not working. It is showing in the site admin as still validated, despite me revoking the validation from the admin and also in my Themeco account. I’ve just re-added it in my Themeco account, but it is still showing as unvalidated in the Updates panel and validated on the Addons – Home page and nothing is updating.

Are there any other options that I can try?

Kind regards,

Ellana

[Rue Nel]

Hey Ellana,

Since you have provided the ftp details, I manually updated the X theme and Cornerstone plugin files. You are now using the latest version. And still the issue is there. You cannot revoke the license code. I am suspecting that a plugin may have been in conflict. Could your please try testing for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

Please let us know how it goes.

[Scarlett_Fox]

Hello Rue Nel,

Thank you for updating X theme and Cornerstone. I have tested without third party plugins and I’m afraid I am still unable to revoke the licence code. Would the use of a child theme affect the validation?

Kind regards,

Ellana

[Christopher]

Hi there,

Did you revert back to previous version?
I see you’re still using old versions. Please follow this link and update theme and plugins manually : https://community.theme.co/kb/updating-your-theme-and-plugins/

Hope it helps.

[Scarlett_Fox]

Hi Christopher,

I’m sorry, but I unsure to what you’re referring to. Is it particular plugins that require manual updating? Rue Nel manually updated X and Cornerstone to the latest version and I have child theme version 1.0.0. Is there a new child theme version?

Ellana

[Rad]

Hi there,

Child theme has no effect on validation. I checked and your theme and cornerstone are updated.

Looks like your shared hosting has its own implemented caching, and can’t be controlled through WordPress. Revoking is not working since it’s being cached, and I confirmed that by checking Transient Cleaner and it’s not accepted.

An external object cache is in use so Transient Cleaner is not required. Please disable the plugin!

Please contact your hosting. The only explanation to the issue your site having is object caching.

Thanks!

[Scarlett_Fox]

Hi Rad,

Thank you for the information on object caching. I have contacted my host and they have purged the object cache and this has resolved the issue. They have also suggested that I can disable it entirely. Is the object cache required for anything in X theme?

Many thanks,

Ellana

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