Help! I installed X theme and it crashed my site!

Support
#1

I can’t even change the theme back! What a mess. What is going on?

#2

Hi @scotthoward,

Thanks for writing in.

First, please enable debug mode in your setup so we could check what is the problem with your site.

You can enable wordpress debug mode by editing wp-cofig.php line 81, you’ll see this code

define('WP_DEBUG', false);

change false to true, this way, we will see possible error that causes visual/text editor not to display.

Thanks.

#3

I dont know how to do that. I know how to load your theme and edit it in wordpress. Adding wp-config files is too advanced. Please advise. Note: I installed X because it is simple and turn key. I do not want to go into config files. Thanks!

#4

Hi There,

Would you mind providing us with login credentials(by clicking on the Secure Note button at the bottom) 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

Thanks.

#5

Hi there,

I checked the video you have sent us using the Secure Note, I checked the customizer using the Google Chrome browser and every thing is working ok.

Would you please kindly double check with other machine and browser to see the case?

Thank you.

#6

I tried to use this on two seperate computers in our office and it does not work! I MUST fix this or we need a refund and need to move on with a different platfrom. I have already put so many hours into the design, but if I can’t access the menus and custom section its not worth it. Why is this happening?

#7

Hi There,

I did check your site and the Customizer works great on our end (https://vid.me/e/DDTgB)

I am seeing that crashing browser issue on the old forum before, and most of them if not all are caused by a browser’s Addons (I forgot the names of those addons though). So try working on a browser with no addons on it. If it works then you’ll know one of your browser’s addons is the culprit.

Your Wordpress is a few update behind (4.7), you might want to update that to latest version (4.8.1) to avoid potential conflicts.

Another thing, we kind of moving away from the Customizer so please get to use with the Theme Options instead. Or in this case better to manage your menu under Appearance > Menus.

Thanks,

#8

Hi I am having the same issue after upgrading from X to Pro. Can you help please. Thanks

#9

I spent 2hrs fighting with the problem. then i finally fixed it as follows.

  1. went to cpanel and deleted the Pro theme from /wp-contents/themes directory
  2. My wp site reverted to the default wp theme and I could relogin to the wp-admin
  3. I disabled all plugins
  4. I re-installed the pro theme from the ZIP file which I downloaded from Apex
  5. Voila my website was on again.
#10

Glad it’s ups now and thanks for sharing :wink: