Cannot update to Cornerstone 8.3 - Fatal Error

Support
#1

Hi,

I am getting an error when trying to update Cornerstone which is throwing a fatal error and locking out access to the Admin dashboard. The issue looks identical to this thread but I didn’t want to hijack that one: Critical website error: Admin unavailable after performing automatic update on theme and cornerstone plugin

X is updated to the latest version, I have cleared the cache and there are no other plugin issues that I can see. Please can you advise next steps.

Many thanks,
Steve Oke

#2

Hello Steve,

Thanks for writing to us.

I would suggest you follow the below steps while updating to the latest version of the theme.

  1. Delete the Cornerstone
  2. Update the X theme to the latest version on automatic updates
  3. After the X theme is updated, use the link in the dashboard to automatically install the Cornerstone. It will be at the latest version

I would also suggest you troubleshot a few common issues

1.Plugin Conflict
2.Theme Update related issue
3.Child Theme Related issue
4.CSS/JS Customization

If it doesn’t work for you please share your details in a secure note. Please provide the following details

  • WordPress Login URL
  • Admin level username and password
  • FTP Details

You can find the Secure Note button at the bottom of your posts

secure-note
secure-note1040×250 15.3 KB

Thanks

#3

Hi, I have gone through those steps, still no luck. I have left a secure note as requested.

#4

Hi @SmithNewmans,

I suggest that you disable all your plugins first and then activate your cornerstone plugin. If the issue still persists, please copy your website into a staging area so that we can investigate further about the said issue. To do that, please give us the following information in a Secure Note.

  • Staging WordPress Login URL
  • Admin level username and password

You can find the Secure Note button at the bottom of your posts.

secure-note
secure-note1040×250 15.3 KB

Thank you.

#5

Hi, I think creating a staging site is a bit of an ask, especially as this was urgent as the site wasn’t displaying properly. In the end, I downloaded an older version of X from the portal and copied out Cornerstone from that.

It’s displaying ok now and Cornerstone is working on the old version.

#6

Hi @SmithNewmans,

We’re glad that you’re able to find a temporary solution to your issue. On the other hand, If you still want the updated one, I suggest try temporarily downgrading the PHP version below version 7 or upgrading PHP to 7.4 and see if the error goes away. This issue was already posted to our issue tracker.

Please stay tuned and hope that helps.

Thank you.

#8

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