Error with updated theme

Support
#1

Hi, the following site is hosted on wordpress.com

patiensknowbest.com

and on updating the xpro theme the site went down with the following error

There has been a critical error on this website.

On talking to the hosting engineers the following error is being reported

[27-Jan-2022 16:06:48 UTC] PHP Fatal error: Cannot declare class Cornerstone_Shortcode_Preserver, because the name is already in use in /srv/htdocs/wp-content/themes/pro/cornerstone/includes/classes/classic/utility/class-shortcode-preserver.php on line 8

When changing the template to anything other than xpro the error is resolved suggesting the theme is at fault. The wordperss version is Current version: 5.9. All plugins have been deactivated and turned back on etc. With all plugins disabled, the critical error continued to occur.

This is a live corporate site so I am urgently trying to resolve this.

#2

Hello @lloydbh,

Thanks for writing to us.

It might be the issue of version compatibility. Please make sure your theme, plugins, WordPress, and PHP version is updated as per our version compatibility page. I would suggest you please purge all the cache. I would suggest you troubleshoot with a few of the common issues before we investigate your settings.

  1. Testing For Theme Related Issue
  2. Testing For Plugin Conflict
  3. Theme Update
  4. Child Theme
  5. Css/Js Customization
  6. Increasing Php Memory Limit
  7. Disabling Cache
  8. Disabling Cdn
  9. Permalinks
  10. Version Compatibility

If it doesn’t work, I would suggest you follow these steps.

  1. Activate the default theme of WordPress and deactivate the Pro theme
  2. Delete the Pro theme
  3. Download the fresh copy of the Pro theme from the Themeco account dashboard
  4. Reinstall the Pro theme

If none of those work, It would be best if you could copy your live website to your staging area. and send your details in a secure note so that we can investigate your setting without breaking your live site. 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

Thank you. I will run through this tonight OOOH and report back.

#4

Hi @lloydbh,

You are most welcome.

#5

Again thank you team. All working now. It appears the theme corrupted in the BU that was reinstalled so I deleted it and reinstalled from a fresh download.

#6

Hi @lloydbh,

You’re welcome and it’s our pleasure to help you! If you have any other concerns or clarifications regarding our theme features, feel free to open up a new thread.

Thank you.

1 Like
#7

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