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Single Image not working - by winks - on WordPress WooCommerce support

This topic has 18 replies, 2 voices, and was last updated 6 years, 6 months ago ago by Rose Tyler

winks

Participant

March 20, 2018 at 23:20

Hello,

For some reason the WP Bakery single image is not working in my Legenda Theme. I contacted WP Bakery and all tests were done to test that the issue wasn’t on their end.

WP Bakery thinks that it must be the Legenda Theme because the single image worked in the default theme twenty sixteen.

I appreciate you looking into this.

Urla

Please, contact administrator
for this information.

#188806 Copied WooCommerce version: winksboutique.com

17 Answers

Rose Tyler

Support staff

March 21, 2018 at 09:35

Hello,

I do not see the problem http://prntscr.com/iu6fwm > http://prntscr.com/iu6fzo
Could you please describe the problem in more details?

Regards

#188838 Copied

winks

Participant

March 27, 2018 at 22:53

In a new post or new page, I go through the process of addinga single image.

Add element: I select an image from my library
Save image: Image will NOT save

For some reason, I am unable to save the new image and it doesn’t will not appear on the page when I go to the preview.

Does this make sense? I’m trying my best to articulate.

Thanks,

Urla

#189447 Copied

Rose Tyler

Support staff

March 28, 2018 at 10:36

Hello,

Thanks for the explanation.
Please provide us with FTP access in Private Content.

Regards

#189497 Copied

winks

Participant

April 4, 2018 at 19:36

FTP access

Please, contact administrator
for this information.

#190299 Copied

Rose Tyler

Support staff

April 5, 2018 at 08:12

Unfortunately, we cannot connect. Please, contact your hosting provider to get correct FTP access to your site.

Regards

#190323 Copied

winks

Participant

April 10, 2018 at 20:11

I contacted WP Engine, and their response is below. Please advise as to what I should do:

Looks like that 8themes user wasn’t even hitting our server, which can mean a couple things. Either their IP is on our blacklist (which is not usually the case, but possible), or something is going wrong with their SFTP connection.

What I’d suggest you have them try is connecting to sftp://104.198.137.98 for their hostname. If that doesn’t work, I’d ask them for a screenshot of the error their seeing and their IP address. That way, we can get some more info on what exactly is going wrong.

2:59 pm
We do sometimes see using the server’s IP address instead of the sftp hostname does sometimes correct connection errors.

#190748 Copied

Rose Tyler

Support staff

April 11, 2018 at 08:20

IP address of the specialist who will work on your problem is 176.98.70.175.
https://prnt.sc/j3o8t1

Regards

#190777 Copied

winks

Participant

April 11, 2018 at 16:47

I don’t understand your reply….

What do I need to do?

#190863 Copied

winks

Participant

April 11, 2018 at 17:01

Here is the reply from WP Engine, in response to your last reply:

No problem!

11:59 am
We’ll need to full error output to troubleshoot. If they have a user you added on my.wpengine.com they can actually chat with us directly from there.

Some common issues are as follows:

Not setting the sftp protocol. For that change the hostname field to:
sftp://newwinks.sftp.wpengine.com

Not using the correct port. That is 2222.

Incorrect username. Note that the install name is typically appended prior to the username with a hyphen. You can double check here.
https://my.wpengine.…m/installs/newwinks/sftp_users
User Portal – WP EngineLog in to the user portal and manage your WordPress websites hosted on WP Engine.

I would send them those common issues and see if that can help resolve the issue.

Otherwise have them chat into our team for one-on-one help.

#190865 Copied

Rose Tyler

Support staff

April 12, 2018 at 12:53

Hello,

You use old theme version. Please update theme and all required plugins to latest versions – https://www.8theme.com/demo/docs/legenda/#!/installation_upgrade
https://www.8theme.com/download-plugins/ (https://www.8theme.com/faq/ – How to update plugins included in theme?).
Before uploading theme files delete “woocommerce” folder, which is located in wp-content/themes/legenda/ to avoid problems with old files (it’ll be reuploaded from a new theme package).
If you made changes in template files, transfer them into the child theme, to prevent losing it after theme update https://www.8theme.com/demo/docs/legenda/#!/child_theme
Don’t forget to create backup of your files and database before starting update process!
You need to enter your purchase code to activate the theme and skip Setup Wizard.

Regards

#190931 Copied

winks

Participant

April 12, 2018 at 14:27

Ok, I will do this shortly. Thank you.

Urla

#190940 Copied

Rose Tyler

Support staff

April 12, 2018 at 15:58

You’re welcome! Feel free to ask if you have any other questions.

Regards

#190953 Copied

winks

Participant

April 17, 2018 at 18:48

Hello,

Is there the option to pay your company to do this for me?

Thanks,

Urla

#191385 Copied

Rose Tyler

Support staff

April 18, 2018 at 08:53

Hello,

Do you mean theme update? We can help you with the update. Please provide FTP access in Private Content.
Also, confirm that you made the full backup of the site, DB and theme options (Theme Options > Import/Export > Options > Export Options).
If you edited php files of theme, transfer changes into a child theme https://www.8theme.com/demo/docs/woopress/#!/3_child_theme.

Regards

#191410 Copied

winks

Participant

May 8, 2018 at 02:04

Hello,

The person who was supposed to help me update the theme hasn’t done it yet, so I am hoping that you can do it.

Please let me know if you need anything else to complete the update.

Thanks,

Urla

Please, contact administrator
for this information.

#192503 Copied

winks

Participant

May 8, 2018 at 03:10

Update was successful and is now working properly.

There is no need for your to update for me.

Thanks for your help.

Urla

#192505 Copied

Rose Tyler

Support staff

May 8, 2018 at 07:02

Hello,

We are glad that your problem was solved.

Regards

#192509 Copied
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