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Publish key not working and templet problem

This topic has 14 replies, 3 voices, and was last updated 4 hours, 17 minutes ago ago by Luca Rossi

mohanad

Participant

September 22, 2024 at 21:56

The publishing key does not work, and the site template has been completely changed, knowing that I did not make any changes to the site
In the first picture, the template size has changed completely and all plugins have problems. Note that I have stopped all plugins according to your support messages and the problem still exists.

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#415445 Copied Theme version: 9.4.1

13 Answers

Tony Rodriguez

Support staff

September 23, 2024 at 09:14

Hello, @mohanad,

Thank you for reaching out to us.

I recently visited your website and noticed no issue with how it is displayed. Please review the screenshot I captured at this link: https://ibb.co/T4bw0PF.

If the appearance in the screenshot does not match your expectations or if there have been recent changes that are not reflected, could you please provide more details about how the site should ideally appear? This information will enable us to investigate further and assist you more effectively.

Should the screenshot accurately represent the current state of your website, the issue may be related to cached data on your end. In this case, I recommend clearing your browser’s cache and revisiting the site to see if the display improves.

Thank you for your cooperation. We look forward to resolving this matter promptly.

Best regards,
8Theme’s Team

#415505 Copied

mohanad

Participant

September 23, 2024 at 11:26

The template size has changed as shown in the picture. The text colors have also changed, and the template customization key does not work.

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#415528 Copied

Tony Rodriguez

Support staff

September 23, 2024 at 12:54

Hello, @mohanad,

I hope this message finds you well.

Could you please confirm if you would like your site layout to be set to full width? Additionally, it appears that there may be an issue with the Publish button not functioning correctly.

To assist you further, could you kindly provide your site’s WordPress Admin URL and credentials? Please ensure that you submit this information in the private content area of this topic for security purposes.

Thank you for your cooperation. We look forward to resolving these issues promptly.

Best regards,
8Theme’s Team

#415539 Copied

mohanad

Participant

September 23, 2024 at 13:33

The site was set to display 1441 and was working fine. All information has been sent.

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#415547 Copied

Tony Rodriguez

Support staff

September 23, 2024 at 13:57

Hello, @mohanad,

We kindly request that you take a complete backup of your website at your earliest convenience. Following the backup, please proceed to disable all third-party plugins that are not included in the XStore package, as detailed in our documentation here: [XStore Included Plugins](https://xstore.helpscoutdocs.com/article/36-included-plugins).

Once this task has been completed, we would appreciate it if you could clear your browser’s cache and re-evaluate the functionality of your site. It is possible that one of these third-party plugins is contributing to the issue you are experiencing.

Should the problem persist, please keep all third-party plugins disabled and grant us permission to further debug your site. This may include deactivating all third-party plugins and any on-site customizations to thoroughly investigate the issue.

Thank you for your prompt attention to this matter. Should you have any questions or require further assistance, please do not hesitate to contact us.

Best Regards,
8Theme’s Team

#415548 Copied

mohanad

Participant

September 23, 2024 at 14:13

I have previously disabled all add-ons and yet nothing has changed. I have a backup copy of the site and you can do whatever you want.

#415552 Copied

Tony Rodriguez

Support staff

September 24, 2024 at 05:33

Hello, @mohanad,

Thank you for reaching out to us.

Upon reviewing your website, we have identified that the issue you are experiencing originates from your child theme. As a temporary measure, we have activated the XStore parent theme on your site and confirmed that this resolves the issue.

To address this, we recommend that you install and activate a new child theme. You can download the updated child theme from our website at the following link: [https://www.8theme.com/downloads/](https://www.8theme.com/downloads/).

Additionally, please ensure that your web hosting environment meets the following system requirements for optimal performance of the XStore theme:
– Increase the memory limit to 512MB
– Set the maximum execution time to 300 seconds
– Set the maximum input variables to at least 4000

You can view the specific requirements via this link: [https://imgur.com/Cyzquf8](https://imgur.com/Cyzquf8).

We also advise upgrading to PHP version 8.1 or 8.2. Please contact your service provider to make these adjustments.

Once these changes are implemented, please clear your browser cache and verify if the issue persists.

Should you require further assistance or have any questions, please do not hesitate to contact us.

Best regards,
The 8Theme Team

#415595 Copied

mohanad

Participant

September 24, 2024 at 10:46

Thank you

But it seems that there is an error because the information I have on the site indicates that the server settings are different from the image that was attached by you ,
Also the customization key still doesn’t work even though I downloaded the new theme

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#415672 Copied

Tony Rodriguez

Support staff

September 24, 2024 at 11:20

Hello, @mohanad,

Thank you for your response.

1/ Please ensure that your web hosting environment meets the following system requirements for optimal performance of the XStore theme as we describe in my previous response.

2/ We have checked your site and found that in Chrome browser console (Failed to load resource: the server responded with a status of 500 () )

500 errors are server errors originating from your website’s server environment.
It is independent of our theme. Please contact your service provider and ask them to fix it.

Thank you for your understanding. If you have any additional questions or concerns, please do not hesitate to reach out to us. Our support team is always available to assist you.

Best regards,
The 8Theme Team

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mohanad

Participant

September 24, 2024 at 12:38

Thank you for your response,

First, the site runs on a private server and not hosting, which means that I control all the server resources and all the requirements are available, and also at a much higher value. I have previously sent a picture of the specifications.

I have viewed all the log files and I did not see the 500 error. Also, the site is connected to the Cloudflare service, and the 500 error did not appear. Please make sure that you check the site or address well!

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#415688 Copied

Luca Rossi

Support staff

September 26, 2024 at 10:20

Dear @mohanad,

We hope this message finds you well. As referenced in our previous communication, we are currently addressing a 500 error that has been reported. You can review the details of the error via this link: [https://prnt.sc/jjCkzrEo8LAv](https://prnt.sc/jjCkzrEo8LAv).

To proceed with the necessary diagnostics and resolution, we kindly request that you provide us with temporary FTP access. For this purpose, please furnish us with the following details:
– FTP host
– FTP username
– FTP password
– FTP port
– FTP encryption type

Should you require assistance in creating these credentials, we recommend contacting your hosting provider for guidance.

We appreciate your cooperation and look forward to resolving this matter promptly.

Best regards,
The 8Theme Team.

#415922 Copied

mohanad

Participant

September 26, 2024 at 11:16

hello ,,

@Luca Rossi Yes, now this error appears clearly to me. I will provide you with all the data. Thank you for following up.

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#415938 Copied

Luca Rossi

Support staff

September 27, 2024 at 06:11

Dear Mohanad,

We hope this message finds you well. We have verified the username and password for the following link, but unfortunately, we are unable to view any directories or files:

https://prnt.sc/aR2Y9KnQzYd3

Could you please review the credentials or provide us with access to our cPanel account at your earliest convenience?

Thank you for your attention to this matter.

Best Regards,
8Theme’s Team.

#416031 Copied
Tagged: best selling themes, fix woocommerce errors, publish key issues, templet problems, woocommerce themes, woocommerce troubleshooting
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