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Checkout page not working – Urgent

This topic has 15 replies, 3 voices, and was last updated 7 years, 6 months ago ago by Max Mullins

jnunoalves

Participant

May 28, 2017 at 11:21

Hello,

I don’t know exactly what happened but I think something went wrong with some updates on my website and at the moment my checkout page isn’t working and I can’t sell!!

This is a PROD environment! It’s really urgent!

There were several updates in the last days and I’m not sure what, it crashed the page.
As I don’t test everyday the page and sometimes it happens to be without sales for 1 or 2 days, now I’m a bit lost.

I’ve asked my hosting company to upgrade PHP to version 7 and I believe that may be the cause.
Today I’ve updated to Legenda 3.2

Besides this issue there is minor issues with fonts (check the difference between “whishlist” and your account and the ammount of items in the cart (huge font)

Please, contact administrator
for this information.

#164312 Copied Theme version: 3.2 WooCommerce version: 3.0.7

14 Answers

Rose Tyler

Support staff

May 29, 2017 at 12:20

Hello,

Sorry for the delay.

Please try to activate Storefront theme – official WC theme and check if you have this issue with our theme only or even with official theme too. In case, the problem appears only with our theme try to disable 3-rd party plugins (means the plugins that are not included in the theme package are not in the list of required plugins) and check your issue.

Regards,
Rose Tyler.

#164402 Copied

jnunoalves

Participant

May 29, 2017 at 12:36

Hi,

It was working with a different theme and now that I activated again Legenda, checkout page is working but I lost all configurations that I had. My site is a mess!!!

What can be done? Can I recover my settings? Custom CSS?
If you need you can login with the account provided in the initial post.

Thanks in advance

José

#164408 Copied

Rose Tyler

Support staff

May 29, 2017 at 12:59

Hello,

If you simply change themes in Appearance > Themes, you won’t lose settings. Please enable Custom css in Theme Options http://prntscr.com/fdd8vv.
Also, you can export theme settings in Theme Options > Import/Export > Import or Export your theme configuration > Export Options to be able to restore it to previous state if something goes wrong.

Regards,
Rose Tyler.

#164415 Copied

jnunoalves

Participant

May 29, 2017 at 13:08

Hi,
I just enabled custom css but nothing changed.

I’ve limited access at the moment. Can you please check?

Tks in advance

#164421 Copied

Rose Tyler

Support staff

May 29, 2017 at 13:16

Hello,

Please clear all cache and check your site, try to add products to cart and delete, then describe me your issue, maybe provide screenshots.

Regards,
Rose Tyler.

#164425 Copied

jnunoalves

Participant

May 29, 2017 at 13:22

Basically it seems that I lost all theme options, where I had defined colors, fonts, favicon, logo, etc.

Is it possible to recover?

#164427 Copied

jnunoalves

Participant

May 29, 2017 at 13:25

Shall I request a restore where from Saturday? Before I installed 3.2…

#164428 Copied

Rose Tyler

Support staff

May 29, 2017 at 13:45

Hello,

It is strange, maybe you made something else, not simply change the theme to another?
You can restore the site from backup, but it isn’t guaranteed to restore your settings if you didn’t make Export Options.
In this case, very likely, you need to recreate your setting manually.

Regards,
Rose Tyler.

#164433 Copied

jnunoalves

Participant

May 29, 2017 at 13:51

I got a setup wizard where I clicked continue and I should instead click skip. Is this the reason?
It’s the first time that I got the setup wizard.

Yesterday when I installed 3.2, I copied the folder legenda from my computer and overwritten all files in the existing Legenda, when I FTPed. This is the normal way to install, correct?

As I didn’t have any changes (except the update) in the last 2 days, it will be safe to restore both file system and database from Saturday, correct?

Tks

#164436 Copied

Rose Tyler

Support staff

May 29, 2017 at 13:59

Hello,

Oh, I understand you, after theme update you need to skip Setup Wizard.

As described in our documentation https://www.8theme.com/demo/docs/legenda/#!/installation_upgrade it is correct way to update the theme – upload extracted legenda folder to /wp-content/themes/ folder on your server with overwriting. Also, before uploading theme files delete “woocommerce” folder, which is located in wp-content/themes/woopress/ to avoid problems with old files.

Also, you can use another way of theme update, export theme settings in Theme Options > Import/Export > Import or Export your theme configuration > Export Options, then activate default theme, rename legenda folder via FTP and upload new theme archive in wp-admin > themes or theme folder via FTP (without overwriting), enter your purchase code to activate the theme, then import your theme options. Check your site, if all fine, you can delete the old theme.

Yes, you can restore your site from the backup.

Regards,
Rose Tyler.

#164438 Copied

jnunoalves

Participant

May 29, 2017 at 15:10

Hello Again,

I’ve restored the backup and the site went back to Saturday status with old version of Legenda.

I’ve updated to 3.2 and I’m back where we started with checkout not working.

I did as you said,I’ve activated the standard WP theme and then activated again legenda 3.2.
First try I followed the red instructions, clicked not now, but opposite to what is said, I didn’t have to activate the theme with the code, it was active. The site look kept good but checkout page was still not working.

After that I repeated the process, but during the activation process, I clicked continue and then I skipped all next steps (when possible). Again the look kept good but checkout page still not working.

Can you please check what’s wrong? I haven’t touched any plugin recently and when I’ve installed 3.2 earlier today and reset setting, checkout issue was solved, so it seems that is related with some setting in 3.2.

Tks in advance

José

#164453 Copied

Rose Tyler

Support staff

May 29, 2017 at 15:30

Hello,

Unfortunately, can’t login to your site. Please check previous credentials.

Regards,
Rose Tyler.

#164455 Copied

jnunoalves

Participant

May 29, 2017 at 15:56

With the restore, the password became invalid.

New password below

Please, contact administrator
for this information.

#164466 Copied

Max Mullins

Participant

May 29, 2017 at 16:33

Hello, @jnunoalves

Please check the issue with WPSSO Pro (Core Plugin) plugin disabled. It caused the misconfiguration of our checkout page. We don’t provide support for third party plugins as it lays beyound the scope of our basic support. You may contact Kraken team to order customization. Also be free to ask us if any other questions concerning functionality or basic support in development is needed.

Regards,
Max Mullins

#164473 Copied
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