Hello,
My website www.singandplay.fr is down, it says “critical error” when I try to access it. The tech support of my hosting provider (Hostmonster) says it’s due to the theme. They have updated the core files, but they cannot reset the theme because it is multisite, so it falls out of their scope. Could you help me fix the issue? Thank you in advance
Hello @MatthieuDelage,
Thank you for the inquiry.
Have you tried manually updating the theme via FTP? Please check this documentation for more info: https://theme.co/docs/how-to-update#how-to-perform-a-manual-update
Also, try to follow the steps provided in the following documentation to troubleshoot any issues after the update: https://theme.co/docs/site-appears-broken-after-updates
If the issue persists, please clone the site to a staging environment, then enable debugging and the error logs as described here: https://developer.wordpress.org/advanced-administration/debug/debug-wordpress/#example-wp-config-php-for-debugging
Let us know of the result.
Best regards,
Ismael
Thank you! I tried to update the theme from the cPanel of my hosting provider (Hostmonster) but it didn’t work. However I contacted again my hosting provider tech support and they told me the issue was the following:
#16 {main}
thrown in /home4/kimamajo/public_html/singandplay/wp-content/themes/x/framework/legacy/functions/plugins/cornerstone.php on line 192
They told me to send this text to you along with a screenshot (attached)
Hello @MatthieuDelage,
To help you with your concerns we need to check your settings, I would request please share the admin login details meanwhile I would suggest you troubleshoot a few of the common issues before we investigate your settings. Please share your details in a secure note. Please provide the following details
- WordPress Login URL
- Admin-level username and password
- FTP login details
You can find the Secure Note button at the bottom of your posts
Thanks
Thank you, done (shared as secure note of my previous post within this thread)
Hello @MatthieuDelage,
Your given Cpanel details are not working on my end please recheck and send us again or send the FTP login details so we can debug it on our end.
Thanks
Just sent a secure note, I think it has to do with how the password.
OK, see secure note attached
Hi @MatthieuDelage,
Unfortunately, the credentials for the CPanel are not working for us. Can you please check and reshare them?
Thanks
OK, see secure note
Hey @MatthieuDelage,
I tried adding the 2 hyphens before 11 and 22 but it doesn’t work. To fix your issue, you can follow this thread.
Hope that helps.
Hello, my hosting provider asked me to not give my username and password but to create a new user instead, from the WP dashboard. However upon trying to access it, I get the following error message:
Fatal error : Uncaught Error: Class ‘Cornerstone_Shortcode_Preserver’ not found in /home4/kimamajo/public_html/singandplay/wp-content/themes/x/framework/legacy/functions/plugins/cornerstone.php:192 Stack trace: #0 /home4/kimamajo/public_html/singandplay/wp-includes/class-wp-hook.php(308): Themeco\Theme\Theme->{closure}(’’) #1 /home4/kimamajo/public_html/singandplay/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters(’’, Array) #2 /home4/kimamajo/public_html/singandplay/wp-includes/plugin.php(517): WP_Hook->do_action(Array) #3 /home4/kimamajo/public_html/singandplay/wp-content/plugins/cornerstone/includes/classes/elements/class-element-orchestrator.php(63): do_action(‘cornerstone_sho…’) #4 /home4/kimamajo/public_html/singandplay/wp-content/plugins/cornerstone/includes/classes/elements/class-element-orchestrator.php(18): Cornerstone_Element_Orchestrator->register_elements() #5 /home4/kimamajo/public_html/singandplay/wp-content/plugins/cornerstone/includes/utility/plugin-base.php(216): Cornerstone_Element_Orchestrato in /home4/kimamajo/public_html/singandplay/wp-content/themes/x/framework/legacy/functions/plugins/cornerstone.php on line 192
Ha habido un error crítico en esta web. Por favor, comprueba la bandeja de entrada del correo electrónico del administrador de tu sitio para obtener instrucciones.
Aprende más sobre el diagnóstico de WordPress.
My hosting provider can’t fix it as it is multisite
Hey @MatthieuDelage,
Did you follow the recommendation above? It will also work with a multisite setup.
Thank you.
Hi, I tried but that recommmendation requires access to Wordpress dashboard, to reinstall Cornerstone. I tried doing it from my hosting provider file manager but I’m not sure how to do it. I found a Cornerstone.zip file in my themes/framework folder, and tried extracting it. Upong extracting I get the following (this is a Google Docs link so that you can see the full message I get, too long for this forum’s format as it’s above 32 000 characters)
Hi @MatthieuDelage,
If the credentials can’t be provided, I would suggest you remove the Cornerstone folder from the plugins directory, and also remove or rename the X from the themes directory. Once you get access to the WoordPress admin dashboard, please provide us with further assistance.
The messages shown in the Google Docs are for extracting the files from zip file, and do not seem related to the issue you are having.
Thanks
Hello, thank you. This has allowed me to access Wordpress admin dashboard. After accessing it, I have tried to restore the X file into the themes directory, but it makes everything bug. What should be my next step? In order to be able to reinstall Cornerstone, my understanding is that I need to restore the X theme first.
Hello @MatthieuDelage,
Kindly deactivate and delete these old and deprecated X extensions:
Install the X theme and activate the X Child theme.
Kindly let us know how it goes.
Thank you! I have done so and installed X + X child theme. Then I have installed Cornerstone. When trying to access the site, I know get the following message (attached screenshot)
Within my WP dashboard, I get the following notice:
Notice : Function _load_textdomain_just_in_time was called incorrectly . Translation loading for the cornerstone domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home4/kimamajo/public_html/singandplay/wp-includes/functions.php on line 6114
Warning : Cannot modify header information - headers already sent by (output started at /home4/kimamajo/public_html/singandplay/wp-includes/functions.php:6114) in /home4/kimamajo/public_html/singandplay/wp-admin/includes/misc.php on line 1438
Warning : Cannot modify header information - headers already sent by (output started at /home4/kimamajo/public_html/singandplay/wp-includes/functions.php:6114) in /home4/kimamajo/public_html/singandplay/wp-includes/functions.php on line 7137
Warning : Cannot modify header information - headers already sent by (output started at /home4/kimamajo/public_html/singandplay/wp-includes/functions.php:6114) in /home4/kimamajo/public_html/singandplay/wp-admin/admin-header.php on line 9
Hey @MatthieuDelage,
The warnings you are seeing are due to the WP_DEBUG setting being enabled in your config.php file. To eliminate these notifications, you should set WP_DEBUG to false .
Thank you.