X Theme can't update, despite taking steps outlined

[PockettP]

Hi,
I hadn’t updated my website in a while, went in and performed all the updates (running X Theme), updated the plugins. And the thing crashed, and I got the “In this case, WordPress caught an error with your theme, X.” email. Went into recovery, used an older theme, works fine now.
But no matter how many times I have erased the old downloaded theme, and attempted to re-install X, it just won’t work.
Can somebody please help me?
Thanks,
Daniel

[tristup]

Hi Daniel,

Thanks for reaching out.
I have checked your Themeco Account and found that you have purchased the Pro not X. As you might be updating it from a little older version, I would suggest you please copy your live site to a staging server and delete and deactivate the existing Pro and update it by downloading it from your Themeco Account.
And if everything goes fine in your staging please migrate the staging server to live and try to activate the license once again.

Hope it helps.
Thanks

[PockettP]

Hi Tristup,

Thanks for the reply. I don’t have a theme called Pro installed, I was using X which when I updated it killed the site. I have moved it to Core now, temporarily.

I converted my X license to a Pro license just the other day, but I haven’t used that theme.

I downloaded it, and it is also broken.

Thanks,
Daniel

[PockettP]

So now I need to pay Bluehost to stage the site to fix it? Is there no other way?

I think I would rather just keep using Core theme and forget about X and Pro all together, how do I go about getting a refund for the support I have paid for that is leading me nowhere?

[tristup]

Hi Daniel,

I have checked your Themeco Account again and found that you have Pro listed there. You might be using some license that is listed in another account. I would suggest you please go through the following thread while updating the X.

Important WP 6.2 Issue — Please Read Before Updating

We are investigating an infinite loop issue in WP 6.2. Please do not update until there is a solution in place.

If you are still facing any issues while updating, 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
– FTP/CPanel credentials to access the files.

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

Thanks

[PockettP]

Yes you will notice X was purchased on April 29 2023. This was after the site crashed.

Ok thank you.

[tristup]

Hi Daniel,

I have checked your admin dashboard and found that the Pro is already updated to its latest version, i.e. 6.2.3. I have also found that you are using an older version of PHP, i.e., 7.0.33 which is the reason behind your problem.

I would suggest you update the PHP version to at least 7.4 and then activate the Pro and check if that resolves your problem or not. If not, please let us know for further investigation.

Thanks

[PockettP]

How do I update PHP? I click on the Learn more link and it takes me to https://lp.cloudlinux.com/hardenedphp-wp which seems to be something I need to pay for?

Can you please advise how to update it?

[tristup]

Hi Daniel,

You need to contact your hosting service provider about this.

Thanks

[PockettP]

Ok thank you that has done the trick, much appreciated.

[ruenel]

You are most welcome, @PockettP.
We are glad we’re able to help you out.