Website fatal error after Cornerstone 7.0.3 update

Support
#1

Hello!
I would like help with two things:

  1. Directions on how to resume the backup before the update. I’m sorry I don’t remember how to do that. I’m reasonably tech-savvy, but no coder…
  2. Do you know if this is going to be resolved, and when would I be able to update safely?
    I’m running X Theme 9.1.4 on WP on a Mac M1, OS 13.0.1 Ventura
    I purchased 6 months of ThemeCo support. Is this where I should be asking this question?
    Thank you for your help…
#2

Hi Julia,

Thanks for reaching out.
I have checked your website and found the problem you described here. The problem you are facing might be due to the improper update of the X theme and Cornerstone plugin, I would suggest you follow the below steps to troubleshoot.

  1. Delete the Cornerstone
  2. After deletion please use the link in the dashboard to automatically install the Cornerstone.

Plugins-‹-Onlyx-—-WordPress
Plugins-‹-Onlyx-—-WordPress1657×78 4.85 KB

If that does not help, there might be some different reasons behind your issue. I would like to suggest troubleshooting the following common issue to help us to recognize the reason.

  1. Theme Related Issue
  2. Plugin Conflict
  3. Theme Update related issue
  4. Child Theme Related issue
  5. CSS/JS Customization
  6. Disabling Cache
  7. Disabling CDN

If you discover that an issue is coming from a custom code or 3rd party plugin, kindly consult with a developer or contact the plugin author. Please note that we do not provide support for custom codes and 3rd party plugins.
If none of the above help, please provide login credentials for your site in a secure note to examine it further, including:

– WordPress Site URL & Login URL
– WordPress Admin username/password
– Specific page where you are having this problem.

To create a secure note, click the key icon underneath any of your posts.

secure-note
secure-note1040×250 15.3 KB

Thanks

#3

Hey Julia,

Please provide us with the WP credentials and FTP access so that we can troubleshoot the issue with your website. Please add the credentials in the secure note.

Note: If you don’t know how to create FTP account, please ask your hosting provider for further assistance. Once all the details are given, we can help you with your issue.

Thank you.

#4

Thank you Marc,
I will do that asap.
My hosting provider, SiteGround, is having "an unexpected network failure at one of our upstream network providers that affects the connectivity to your hosting server. "
I’ll get the FTP access to you soon.
Thanks much,
Julia

#5

Hi Julia,

Thank you for the information.

#6

Hello!
I hope this is what you needed. Please let me know if you need other info.
Thank you! Julia

#7

Hey Julia,

The given FTP credentials are lacking username and password. Please provide us the following details so that we can troubleshoot properly on your issue.

Thank you.

#8

Here you go- hope this is right…

#9

Hi Julia,

The credentials provided worked but it required further authentication and a one-time code has been sent to your email id. It does not seem the WordPress login, I would suggest you provide the WordPress login URL. If that is not available, please deactivate the authentication process for further investigation.

image - 2023-01-11T152625.337
image - 2023-01-11T152625.337641×838 36.2 KB

Thanks

#10

Gotcha, sorry about that.
I will do that this afternoon and let you know when it’s complete.

#11

Hello Julia,

Please let us know when it is ready.

Thanks

#12

Hello,
I have been attempting to turn off 2FA so you can access, but cannot find see where to do that.
Here’s what I’ve tried

  1. I attempted to locate what plugin is responsible for 2fa and I don’t see it on my list of plugins.
  2. The user page doesn’t have the option to view a single history view (that was another location a search said I may be able to turn it off)

As another option, can you clarify this request? I didn’t understand what you meant.
It does not seem the WordPress login, I would suggest you provide the WordPress login URL.

Thank you for helping me get this open for support. Julia

#13

Hey Julia,

The given credentials is from your server account. My colleague is asking a direct access to WordPress admin. On the other hand, the reason why you can’t find the 2FA plugin on the list because the 2FA is for your server not for your WordPress website. Just send us the WordPress admin URL and admin username/password so that we can troubleshoot your website.

Hope that helps.

#14

Here’s what I think you are asking for. Please let me know if I misunderstood. Sorry for the confusion…

#15

Hello Julia,

I tried to access the server through the given FTP details but it is not working on my end. Please recheck and send us again or you may ask your hosting provider to provide the correct FTP details.

Note: Please post your login details or FTP or any credentials in the secure note. I have moved the given credentials to the secure note at the moment.

Thanks

#16

I will contact the server tomorrow and sort out the FTP access issues.

Thank you for moving that message, I didn’t realize that wasn’t a secure reply.

#17

No problem, Julia.
We will be on standby and respond to your thread in a moment.

#18

Hey Julia,

The issue on your website has been resolved. There’s a compatibility issue between X and Cornerstone when you update the Cornerstone plugin. Here are the thing I did:

  • Login to your WP admin dashboard
  • Go plugin page and delete the Cornerstone plugin
  • Update the theme to the latest version
  • Install again the compatible Cornerstone plugin with X
    image
    image971×233 12.8 KB

For future updates, please follow the procedures above to avoid any issues.

Hope that helps.

#19

You are a rock star, Marc!
Thank you for your patience and for fixing my incompatibility issue.
Have a great weekend,
Julia

#20

Hey Julia,

You’re welcome!