Activating pro theme not working

Support
#1

Hey there, we are trying to transition to pro theme from xpro and when I activate pro i get a 500 server error, as well when we go into live preview in themes we see nothing but a grey screen to the right.

I can’t find any information about trouble shooting conversion from xpro to pro as per https://theme.co/apex/forums/topic/x-pro-is-now-pro-what-you-need-to-know-and-do/

Let me know what we can do about this.

thanks so much.

#2

I wanted to add some detail on this issue

when we attempt to live preview of either pro or pro-child i see this error in chrome console

" GET https://aceandswordtattoos.ca/wp-admin/customize.php?theme=pro&return=%2Fwp-admin%2Fthemes.php 500 (Internal Server Error) "

https://aceandswordtattoos.ca/wp-admin/customize.php?theme=pro&return=%2Fwp-admin%2Fthemes.php is the URL stated in the address bar in chrome.

#3

Hi, there!

Sorry to hear you’re facing this upgrade problem. Unfortunately, 500 errors are not tracked on frontend side, so to understand what happened you need to check webserver logs.

Where are you hosting your site? On some hosts, you have access to logs through an interface (like cPanel); if you have a dedicated server with console/root access, you can find logs in files like /var/log/nginx/error.log or /var/log/apache/error.log.

When you find your logs, you can try to activate the theme, navigate to pages that throw errors and see what is being logged. You’ll see entries 500 error or PHP Fatal error like:

./yoursite.com:192.111.111 - - [Jul/27/2017:09:14:18 -0300] "POST /wp-admin/admin-ajax.php?action=ai1wm_export HTTP/1.1" 500 5 "http://yoursite.com/wp-admin/admin.php?page=site-migration-export" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:54.0) Gecko/20100101 Firefox/54.0"

PHP message: PHP Fatal error:  ...

Let us know when you get this info.

Thanks

#4

web host thought we had a fix, but it seems we did not. so i am waiting for them to get back to me again.

are we certain that a blank screen/white screen on activation preview is an error 500 too?

ENB…// (on behalf of ace and sword)

#5

Hi there,

It’s based on the information you provided which says 500 internal error. And of course confirmed it by testing your site. It’s a general error, the detail of the actual error is only available through debug logs or error logs.

If we can get error logs from your host, then we can get information about the error.

Thanks!

#6

Hey Xteam,

I received this today from the host:

===========================

Delivered-To: erich@clearexpanse.ca
Received: by 10.79.15.86 with SMTP id 83csp1804326ivp;
Sun, 6 Aug 2017 16:01:32 -0700 (PDT)
X-Received: by 10.129.154.1 with SMTP id r1mr7525866ywg.215.1502060492357;
Sun, 06 Aug 2017 16:01:32 -0700 (PDT)

Hello Erich,

I have activated the theme “pro” and it caused the site to fail. On checkin=
g the logs I am getting the following error. See snippet.
=3D=3D=3D
[06-Aug-2017 22:46:30 UTC] PHP Warning: require_once(/home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/classes/styling/class-font=
-manager.php): failed to open stream: Permission denied in /home/acesword/p=
ublic_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.ph=
p on line 101
[06-Aug-2017 22:46:30 UTC] PHP Fatal error: require_once(): Failed opening=
required ‘/home/acesword/public_html/wp-content/themes/pro/cornerstone/inc=
ludes/classes/styling/class-font-manager.php’ (include_path=3D’.:/opt/alt/p=
hp56/usr/share/pear:/opt/alt/php56/usr/share/php’) in /home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.php on =
line 101
[06-Aug-2017 22:47:13 UTC] PHP Warning: require_once(/home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/classes/styling/class-font=
-manager.php): failed to open stream: Permission denied in /home/acesword/p=
ublic_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.ph=
p on line 101
[06-Aug-2017 22:47:13 UTC] PHP Fatal error: require_once(): Failed opening=
required ‘/home/acesword/public_html/wp-content/themes/pro/cornerstone/inc=
ludes/classes/styling/class-font-manager.php’ (include_path=3D’.:/opt/alt/p=
hp56/usr/share/pear:/opt/alt/php56/usr/share/php’) in /home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.php on =
line 101
[06-Aug-2017 22:47:43 UTC] PHP Warning: require_once(/home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/classes/styling/class-font=
-manager.php): failed to open stream: Permission denied in /home/acesword/p=
ublic_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.ph=
p on line 101
[06-Aug-2017 22:47:43 UTC] PHP Fatal error: require_once(): Failed opening=
required ‘/home/acesword/public_html/wp-content/themes/pro/cornerstone/inc=
ludes/classes/styling/class-font-manager.php’ (include_path=3D’.:/opt/alt/p=
hp56/usr/share/pear:/opt/alt/php56/usr/share/php’) in /home/acesword/public=
_html/wp-content/themes/pro/cornerstone/includes/cornerstone-plugin.php on =
line 101
=3D=3D=3D=3D=3D

I have reverted the change now.=20
Can you check this with your theme vendor? Feel free to reach out to us if =
you have any concerns.

Adam Grey | Technical Support
Phone: Toll-Free: +1.888.821.7888
Canadian Web Hosting|www.canadianwebhosting.com=C2=A0

Ticket Details

Ticket ID: 405652
Department: CWH Support
Type: Issue
Status: Waiting for Customer Reply
Priority: Normal

===========================

You can also see some server information here >> http://aceandswordtattoos.ca/inf01.php

Please let me know what further questions or settings change requests I can make of the host,

cheers

ENB…// (on behalf of Ace and Sword)

#7

Hi There,

Upon checking, your server configurations and settings seems to be alright. Could you please try activating Pro now and see if you’re getting any errors now ?

Let us know how it goes.
Thanks!

#8

Hi, there!

According to your logs, you got Permission deniedduring the activation process. This happens for one of the reasons below:

  • The user that runs Apache (web server) is not the same of some of the files being loaded.
  • Files have wrong permissions (read/write/execute).

On a Linux system, Apache expects files to be owned by its own user, or at least have read/execute permissions. So we can investigate:

  • How are you uploading the Pro theme? Wordpress forces you to use FTP?
  • What’s the Apache’s username/group?
  • What’s the username/group of folders/files (you can check via FTP)?
  • What’s the permission or the folders/files? (must be something like -rwxr-x—, meaning read-write-execute for the owner, read-execute for the group, no access for other users)
  • What’s the server umask (umask defines the default permission of the files created on the server).

Important:, remember to use Secure Note while sending any sensitive data (credential or restrict links). For your safety, edit your post to remove the link.

Please let us know when you get more details about your issue.

#9

interacting with our hosting provider Canadian Web Hosting, we were able to adjust settings/permissions and were able to activate the theme.

I believe we have sorted out the activation issue due in large part to your awesome assistance theme.co support team!

thank you so much for all of your assistance with this hosting problem

ENB…// (on behalf of Ace and Sword Tattoos)

#10

On behalf of my Colleagues, you’re welcome!

Have a nice day! :slight_smile: