Theme styles broken and a full backup restore doesn't work?

Support
#1

This was the site this morning

Investing in the MediaTech Economy - MediaTech Ventures
Investing in the MediaTech Economy - MediaTech Ventures1200×590 493 KB

This was the site as of mid day
https://mediatech.ventures

Only changes we made were to user permissions. Removing some people as Super Admins from Multisite, removing some Admin permissions from Users to the site, and adding a couple people.

Hosting is WPEngine and they spent a couple hours troubleshooting. We did a full backup restoration from a few days ago (expecting things to be exactly the same as then) and it’s not. Cloudflare cache purged.

Content and settings are clearly there. It’s as though the stylesheet is gone?

We have two Health check errors:
“The loopback request to your site failed, this means features relying on them are not currently working as expected.”

“Error: cURL error 28: Operation timed out after 10000 milliseconds with 0 bytes received (http_request_failed)”

But aren’t aware of how anything changed would cause those.

#2

Hey Paul,

Thanks for writing in.

There’s an issue with the generated styles in your site like this thread and this. The cause in those threads is third-party factors so we first need to know if this is really an issue with our theme and not caused by third-party factors.

With that said, please do the following basic troubleshooting steps.

  1. Ensure everything is up to date according to our version compatibility list at https://theme.co/docs/version-compatibility. Please follow the best practices when updating your theme and plugins. See https://theme.co/docs/product-updates for more details.

  2. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

  3. If you’re using a child theme, switch to the parent theme.

  4. If you have custom CSS in Theme Options > CSS or any CSS areas of our theme, please temporarily remove all of them.

Only if none of those help, please give us the following info in a Secure Note.

  • WordPress Login URL
  • Admin level username and password
  • FTP access.

Thanks.

#3

Thanks @christian
Note that I just added the secure information with login instructions. I heard from Raad directly as you were replying. Working on your basic troubleshooting now.

#4
  1. Ensure everything is up to date according to our version compatibility list at version-compatibility. Please follow the best practices when updating your theme and plugins. See product-updates for more details.

DONE. Not an issue. And frankly, shouldn’t be; we’ve not updated anything in weeks. This unexpectedly failed yesterday morning.

  1. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

DONE. In fact, even with all plugins OFF, the site looks as it does now. Not styled.

  1. If you’re using a child theme, switch to the parent theme.

DONE (tested). Switched back to the Child that we were using but when switched to Parent, the site looks the same.

  1. If you have custom CSS in Theme Options > CSS or any CSS areas of our theme, please temporarily remove all of them.

No custom CSS. But again, we didn’t change anything in this regard anyway so not sure how that could have suddenly caused the problem.

#5

Hi Paul,

Thanks for those insights. Regarding the update, I saw my dev site yesterday updated automatically to the latest stable version of Wordpress, can you confirm that your site did not automatically update the Wordpress around that time the issue happened? I cant confirm your Wordpress version from the frontend, the reason I’m asking this is your site might have attempted to update the Wordpress and failed, or it did success but now the version of Wordpress you have is not fully compatible anymore since your PRO (2.3.8) is not up to date. If you’re in doubt of this, I advise reinstalling your Wordpress to make sure it is clean and no corrupted file on it. Same thing with the PRO if you still have a copy of the version that you have on your site now.

Another thing that possibly causes this issue is on the CDN side since you did not really do any changes on the site, something on your CDN side could have failed, like the error that we see on your site now. Please make sure you purge all the cache and minified file that this CDN creates.

Let us know how it goes,
Cheers!

1 Like
#6

WordPress was not updated.
We purged all the CDNs, then, and keep doing it
We also removed all the pagesense scripts so those are gone. Site is still bad.

Updated credentials

WP 5.4
PHP 7.3

Are you telling me to update the theme? Just so I’m clear. We’ve not tried that.
It’s Version 2.3.8

#7

Hi Paul,

Thank you for the credentials, Initially, I only want you to reinstall the Wordpress and PRO in the same version as you have now (2.3.8) to make sure there are no corrupted files involve.

But now I see that you have Wordpress 5.4 which is the latest. I would advise updating the PRO to the latest version (3.2.3) to make sure it is fully compatible with the Wordpress version.

If the issue persists after updating the PRO, please try switching to the parent PRO theme as it seems there are template change made on the child theme.

And another thing, please resolve those two Health check errors as that could also be the culprit of the issue, please see the Things to check in the server provided here. Please contact the hosting support if you need assistance on this matter (cURL error)

Let us know how it goes,
Cheers!

#8

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.