Update has broken website.

This topic has 31 replies, 2 voices, and was last updated 6 years, 5 months ago by Elise Noromit.

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March 26, 2019 at 11:13 am #114942

BoneTomaHawk
Participant

Hello,

I was notified that there is an update to the Basel Theme which has unfortunately broken my website. Please advise ASAP.

March 26, 2019 at 11:40 am #114949

BoneTomaHawk
Participant

Please use staging link included in private content below. Your updater does not work properly and it’s destroyed a customers website which I’ve had to roll back to a previous version.

March 26, 2019 at 11:46 am #114954

BoneTomaHawk
Participant

This error message explains why my products are missing (at least the images are):

Unpacking the package…

Installing the theme…

The package could not be installed. The theme is missing the style.css stylesheet.

Theme installation failed.

March 26, 2019 at 2:08 pm #115023

Elise Noromit
Member

Hello,

Please make the full backup of your site and update the theme via FTP https://xtemos.com/docs/basel/update-theme/

Best Regards

March 26, 2019 at 3:10 pm #115037

BoneTomaHawk
Participant

Hi. What difference will using FTP make? I’ve already used ‘Easy Theme and Plugin Upgrades’ and it didn’t work.

March 26, 2019 at 4:06 pm #115053

Elise Noromit
Member

Hello,

When you are trying to upload the wrong ZIP, you see the error. Please read and follow the tips provided here: https://help.market.envato.com/hc/en-us/articles/202821510-Theme-is-missing-the-style-css-stylesheet-error

Best Regards

March 26, 2019 at 4:29 pm #115062

BoneTomaHawk
Participant

How can it be the wrong zip when I downloaded your Theme after receiving an email notification that Basel had been updated?

March 26, 2019 at 5:23 pm #115086

Elise Noromit
Member

Hello,

Unzip the folder and make sure your ZIP has folders and files of the theme not the inner ZIP.

Best Regards

March 26, 2019 at 6:21 pm #115092

BoneTomaHawk
Participant

I’ve done exactly as you asked and our site is still broken, see link in private content.

March 26, 2019 at 6:25 pm #115095

BoneTomaHawk
Participant

Downloaded ‘Installable WordPress File Only’. We are using the correct file and I need a fix for this ASAP.

March 26, 2019 at 6:36 pm #115098

BoneTomaHawk
Participant

We are having to roll the site back, this is frankly utterly ridiculous that we are encountering so many problems with your theme. A simple update should not destroy our website.

March 26, 2019 at 7:57 pm #115108

Elise Noromit
Member

Hello,

Please make the full backup of your live site and provide your FTP access

Best Regards

March 27, 2019 at 3:02 pm #115307

BoneTomaHawk
Participant

Here are our FTP details. (Private)

March 27, 2019 at 4:44 pm #115338

Elise Noromit
Member

Hello,

Please provide your site admin as well.

Best Regards

March 27, 2019 at 5:55 pm #115344

BoneTomaHawk
Participant

See private content.

March 27, 2019 at 6:31 pm #115351

BoneTomaHawk
Participant

Are you making changes to the website? I can see that it’s broken again.

March 27, 2019 at 7:40 pm #115353

Elise Noromit
Member

Hello,

Your theme has been updated. The third parties plugins have broken the elements. https://gyazo.com/998282771c18acfd45e93c611800d5f4

Deactivate all the plugins, then create a testing page equal to your home page and activate the plugins one by one checking the issue.

You will have to delete the broken elements http://prntscr.com/n3sw8c add new and configure

Best Regards

March 27, 2019 at 7:52 pm #115360

BoneTomaHawk
Participant

Which plugin is breaking our website? Your theme supports WPBakery Page Builder.

March 27, 2019 at 7:55 pm #115361

BoneTomaHawk
Participant

The support here is not good enough and that’s putting it mildly, our site is broken and you tell me to delete those elements? For heavens sake we have customers trying to place orders!! We paid for extra theme support so where is it?

March 27, 2019 at 11:06 pm #115381

BoneTomaHawk
Participant

How do I escalate my support ticket? We’ve deactivated and worked through each and every plugin and the problem persists. We’ve also paid for extra support.

March 28, 2019 at 9:02 am #115417

Elise Noromit
Member

Hello,

Your site is working properly now. Seems there was the issue of the cache https://gyazo.com/fce7cbf2e6f0b0c77ed240e0a40b415d

Our support covers the issues related to our theme only, provided a set of the plugins we officially support or plugins which are attached with our theme http://prntscr.com/m8bny3

Our support does not cover the issues of any plugins conflict. Offen your additional plugin conflict the plugins supplied with the theme. In this case, we always recommend to deactivate all the plugins not related to the theme, check the issue and then, activate the plugins one by one, detecting which one causes the problem.

In your case, I see additional plugins and custom code on the home page. Both can conflict the theme or plugin and cause the problems, I would recommend configuring regular backups.

Please note, we try our best to help you even beyond our support scope if it is possible.

Please feel free to contact us.

Best Regards

March 28, 2019 at 12:39 pm #115480

BoneTomaHawk
Participant

Hi. Site is working now but it’s not using the latest version of your theme, could you tell me if you uploaded the theme to our staging site or our live site if at all?

March 28, 2019 at 1:11 pm #115495

Elise Noromit
Member

Hello,

I updated the theme in the site you provided in #115344
Can you clone your site to some staging environment so that I could check again and test?

Best Regards

March 28, 2019 at 1:37 pm #115509

BoneTomaHawk
Participant

Hi. I’m confused, which site have you applied the update the staging site or our live site?

March 28, 2019 at 1:39 pm #115510

BoneTomaHawk
Participant

It’s using a previous build of your theme: Version: 4.5.0.

March 28, 2019 at 3:36 pm #115545

Elise Noromit
Member

I updated the site which you have provided in this topic in the private area. I have also checked the history of previous topics and see that you have one more domain staging. This url
https://*-ko.**.uk/let-me-**

Now I see you have the previous theme version. Please move the clone of the live site to the staging domain, and provide us with admin access, we shall study more deeply to understand what causes the problem.

Best Regards

March 28, 2019 at 4:38 pm #115563

BoneTomaHawk
Participant

That is the live site not the staging site, and it’s using an older version of your theme.

The link to our staging site, not the live site, can be found in the private content section, here it’s using the latest version of your theme which is broken..

March 28, 2019 at 7:35 pm #115587

Elise Noromit
Member

Hello,

Now I have uploaded the new version of the theme on the staging site. And it works. I noticed what was the reason: when I told you to disable the plugins you have disabled or did not install the required plugins Theme Post Types http://prntscr.com/n4b5fp

Please check your staging site first of all.

Best Regards

March 29, 2019 at 10:18 am #115724

BoneTomaHawk
Participant

Thanks for looking in to this, the staging site is almost there although the news section is missing. Could you apply to our live site now please – update theme and install Theme Post Types? Thanks.

March 29, 2019 at 10:50 am #115733

Elise Noromit
Member

Hello,

Please check the site I have updated the theme and installed and updated the plugin. The site is working now, you can check.

Best Regards
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