X extensions not available to me

Support
#1

Hi guys,

I can’t get any extensions up and running or see them.

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As you can see, there are no buttons.

When I click the bulk editor, it says

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All permissions are set to on for administrator, and the licence looks fine, status page is ok.

I have all in one WP security running, but even when i disable it, and clear the cache, I still get the same message and screens.

The only three things I can think of is that

  1. the buttons are not showing because i switched this licence from another website.
  2. I installed wordpress through the application vault quick install capability with my host.
  3. An issue linked to this (which i cant figure out) https://theme.co/apex/forums/topic/help-with-your-wordpress-file-permissions-do-not-allow-plugins-to-be-installed/page/2/

I can get into design cloud through the back end no problem.

Any ideas?

#2

Hello @Donkified,

Kindly get in touch with your hosting provider about the permissions.

Here is a guide you can try to follow as well:

https://wordpress.org/support/article/changing-file-permissions/

Hope this helps.

#3

So its a permissions issue that would bring up those messages for extensions specifically?

Can you advise what section and what permissions i need to amend via ftp for X theme extensions?

Regular plugins work fine btw.

Thanks

#4

Hello @Donkified,

You mentioned that you can install regular plugins. This means the this is not a file permission issue. To better assist you with your issue, kindly provide us access to your site so that we can check your settings. Please create a secure note with the following info:
– Link to your site
– WordPress Admin username / password
​
To know how to create a secure note, please check this out: https://theme.co/docs/getting-support

Thank you in advance.

#5

Hi Ruenel,

Sorry it has taken so long for me to get back to you.

I am still having the issue having migrated my wordpress install to a separate webspace ( it had been an application vault install with my host).

I thoguht that would fix it but it hasn’t. So can i ask

    • To save you having to go into the system, is there any way i can just get a copy of smooth scroll? Its the only one i need really.

  2. Is there a specific folder that the X plugins page would need permissions set for, that would be different to the regular plugins permission area?

If not, secure note is below thanks

#6

Hi @Donkified,

Thank you for the credentials, but I can’t access both /wp-login.php and /wp-admin (see secure note)
is this a multi-site?

In the meantime, please revoke your site validation. Then log in to your Cloudflare dashboard and Purge All the cache, then put it to development mode for a while, and re-validate your site again.

Cheers!

#7

Thanks Friech, I have followed all those directions and still the same problem, no extensions visible despite all the green unlocks. Also, I’s seeing the same message from my opening post above when I hit the bulk extension manager button…

The reason the site had been inaccessible is I was moving the wordpress install from an application vault install to a manual install, as mentioned.

It is available now to login to.

I think there could be an issue at the Themeco end because remember - i did have this pro licence on a different domain that was in development, and moved it over to this new domain.

#8

Hello @Donkified,

We still cannot login to your site. All we see is this yellow box with the following message:

ats resource, applicant tracking system guides 
and recruitment advice, is currently not available. 
Please try again later – its nearly ready

Can you please send us the correct WP Login URL? By the way, please temporarily disable Hummingbird plugin and 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.

If the issue still exist, please re install Pro theme. There might be some files that were corrupted. You can review our update guide and see the Manual Update section to re install the theme.

Best Regards.

#9

The login link i gave above has worked throughout this issue, just copy the login link i provided in both secure notes

#10

Hey @Donkified,

The account you’ve provided us is not an administrator so I’m restricted to view the Validation page. Please give us Adminstrator level access.

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IP restriction is also enabled in your site that’s maybe why my colleagues are having a hard time logging in. Please temporarily disable IP restriction because otherwise, you’d wait for a support staff who can log in.

Please also provide FTP access and remove your domain from the Staging assignment as it’s not necessary and I remember an issue resulting from that in the past.

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Thanks.

#11

Hi,

where are you seeing IP restrictions? Im not sure i have that in place. I don’t actually know what that is.

Also, Editor has all permissions enabled - did you actually try it?

I removed it from the staging area and cleared cache, no change unfortunately.

#12

Hi @Donkified,

We don’t know exactly what is the restrictions on your site, but we know that it can only access if we use a VPN (in my case I use U.S), if we don’t use VPN we get that Forbidden page error I show you on a secure note above. This could be a security plugin that you have or restrictions on your server, please confirm this to your hosting.

This restriction issue might have something to do with the validation issue.

When I was able to log in on your admin dashboard, this is what we see:

This account has only limited access, notice it has no Pro > Validation panel and among other panels. We can not try to validated your site with that account.

Hope this shed some lights,
Cheers!

#13

I have made the user an admin now, full access.

Im not sure what the IP issue is, i don’t think you need a VPN - everything looks fine in cloudflare and wordpress.

I did have maintenence mode on, as i mentioned previously.

Anyway, The bottom line is i am still getting this message when i hit ‘bulk extension editor’ and no extensions are visible on the validation page either.

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#14

Hello @Donkified,

Still, we cannot log in to your site. Every time we visit the login link, we only see the error 403.
This could be connected to your issue. Please go to Pro > Status. Copy and paste the results in your next reply. In the plugins section, kindly install and activate Health Check & Troubleshooting plugin. Then go to Tools > Site Health and check for any errors or recommended settings.

Kindly let us know how it goes.

#15

ruenel its so strange you cant get in - everyone else can. Is your cache cleared?

Here’s the status copy in secure note

Also, CDN is cloudflare, but the button at the bottom isnt reporting that

#16

Hello @Donkified,

Finally, after using a suitable VPN, I was able to login to your site. I can confirmed that there is not bundled plugins in Pro > Validation > Extensions section. It might not be displaying because of your hosting restrictions. The hosting provider may have been blocking connections to the theme.co server which could be the cause why the bundled plugins do not display.

Kindly let us know how it goes.

#18

Hi @Donkified,

I am another support staff and I can also confirm that the only way to access the WordPress Dashboard is using a US based VPN connection.

Please kindly contact your hosting service provider and ask them to remove the security measures that they have.

The ultimate test to show if the problem is caused by the hosting service provider restrictions, is to move you website to another server or your local machine and test again.

Thank you for your understanding.

#19

Christopher, Ruenel - I really appreciate your feedback on this, obviously its quite useful and I thank you. Ill try to find out why that’s going on. I’ll contact support tomorrow and report back

I’m not based in the US either, so im not sure what’s happening.

May I ask what country you were trying to connect from? It may be helpful.

And may I ask, can you see the website online from your location without the login part?

#20

Hello @Donkified,

Christopher is from Europe and I am in SouthEast Asia. We can view your homepage without using a VPN. The WP login page on the other hand returns the Forbidden error when not using a VPN. If we use VPN, then that is the only time we can login to your site.

Thank you.

#21

ah ok - that must be the security plugin then, all in one wp security. Thank you. I’ll try figure that out

Did you find anything useful in the status copy in the above secure note?