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[EricPeterson]

Hello X Theme Support Team,

We have recently made the jump to your newly update X theme 4.1.1 as of today.

Now that the update has been implemented we are no longer able to access the back-end of the website through our admin log-in.

We have used http://……/admin, http://…../wp-admin, and http://….wp-admin.php.

All links resulted in an empty page not granting us access to our admin dashboard, and in addition it seems that with the update we have gone backwards in the work that had been implemented on the site such as page content, formatting, and social media plug-in losing functionality.

As this does cause a major issue for our department and company, we would like to request support to determine a solution. Thank you in advance for your support.

[Nico]

Hi There,

Thanks for writing in.

There might be a fatal PHP error present in the page. Can you please enable WP_DEBUG mode? You can do this by opening wp-config.php and adding

define( 'WP_DEBUG' , true ); just above /* That's all, stop editing! Happy blogging. */ For example:

define('WP_DEBUG', true);

/* That's all, stop editing! Happy blogging. */

When you revisit the page with the white screen, you should have some error output describing the issue in more detail.

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:


– FTP credentials

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

Thank you.

[EricPeterson]

Thank you for taking the time to reply back to our inquiry.

Following your recommendation we received the following error message:

Warning: require_once(framework/functions/global/debug.php): failed to open stream: No such file or directory in /home/stephouseca/public_html/stephouserecovery.com/wp-content/themes/x/functions.php on line 35

Fatal error: require_once(): Failed opening required ‘framework/functions/global/debug.php’ (include_path=’.:/opt/alt/php54/usr/share/pear:/opt/alt/php54/usr/share/php’) in /home/stephouseca/public_html/stephouserecovery.com/wp-content/themes/x/functions.php on line 35

[Rupok]

Hi @saraferrer

Thanks for updating. Perhaps you missed to provide your login credentials as requested. 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.

[EricPeterson]

This reply has been marked as private.

[Thai]

Hi There,

Thanks for your login credentials!

It seems like your X theme corrupted, I’ve just uploaded the latest version of X.

You can now access to your WordPress admin.

BTW: Could you please double check on your admin account, I was unable to login?

Thanks.

[EricPeterson]

This reply has been marked as private.

[Jade]

Hi there,

I have just checked on your page and it seems to be displaying okay (kindly refer to the screenshot attached). Perhaps it was just some caching issue as you have a cache plugin activated. Kindly confirm if this had been sorted out.

Hope this helps.

[EricPeterson]

Hello Support Representative,

Thank you for sending the screenshot for confirmation, but it seems that we are unable to replicate the same results.

I brought up an incognito window and attempted to get the same results in which only was able to get the results shown from the screenshot attached.

Thank you very much for all your help thus far.

[EricPeterson]

Hello Representative,

Following some further back-end review we determined by deactivating the cache program we were able to fix the website and it is back in order.

Thank you for everything.

[Rue Nel]

Hey Sara,

We are glad you’ve figured out a way to resolve your issue.
Thanks for letting us know!

We’d recommend that you clear your caching plugin, and disable it during development. This can cause Customizer changes to not take place on the front end. It will eventually show up when the cache regenerates, but it’s not ideal if you’re looking to see your changes immediately. Caching plugins are best to turn on only when you’ve finished building the site.

Thank you.

[Author]

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