My website is down and the theme is the issue

Support
#1

Hello, I need help ASAP. My website simplifiedguitar.com is down, and it has something to do with the X theme. I have contacted bluehost support, and when they change the theme, the website works again, although it looks like junk because it’s the wrong theme. When we try to activate the X theme again, the site crashes and an error appears:

“there has been a critical error on this website.
Learn more about troubleshooting wordpress.”

I can’t even access the back end when this happens. I have the theme and cornerstone auto-updates turned off to prevent issues like this. I haven’t installed any plugins or made any changes to the site. So I have no idea what happened. Someone please help.

#2

Hello @sparoministries,

Thanks for writing to us.

To help you with your concerns we need to check your settings, I would request please share the admin login details. 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

secure-note
secure-note1040×250 15.3 KB

Thanks

#3

ok, I added the secure note. But I don’t know what you mean by ftp login details

#4

Hello @sparoministries,

I tried to access your site dashboard, but the given login details are not working on my end. Please recheck and send us again. Please ask your hosting provider to share the FTP login details.

Hope it helps
Thanks

#5

hello, that is weird. There are 2 astericks * that are not being saved when I hit save in the secure note.
One goes after the o2 and another before the 4a. I can’t even add an asterick in the text here without including spaces around it. Strange. It doesn’t save.
So the portion of the password that has them would look like this… o2 * ao * 4a
but without the spaces.

#6

Hello @sparoministries,

I checked your website it seems that you are using the older version of the X theme which might be conflicting. I would suggest you please delete the Cornerstone plugin and then you need to update the X theme manually. After updating the X theme you need to install the latest version of the Cornerstone plugin. I also noticed that there are outdated plugins you need to update the plugins and WordPress core as well. Please note you must take a backup of your site before updating it.

Hope it helps
Thanks

#9

ok, I have updated the x theme and cornerstone plugin as you suggested. It looks like everything is working now. Thanks for your help!

#10

You are most welcome, @sparoministries

#11

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