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Urgent! website down after upgrade the theme core v.5.3.11

This topic has 9 replies, 4 voices, and was last updated 6 months, 3 weeks ago ago by Jack Richardson

Miya

Participant

June 1, 2024 at 12:50

Hi team,

I upgraged the xstore theme “XSTORE_core_5.3.11”, it showed failed and now the website is down. Only can access via recovery mode, could you pls help urgently?

Please, contact administrator
for this information.

#397635 Copied Theme version: theme core v.5.3.11

8 Answers

Tony Rodriguez

Support staff

June 1, 2024 at 13:10

Hello, @Miya,

Thank you so much for purchasing our theme and contacting our support center.

To assist you effectively with the update of the XStore Core plugin on your website, could you kindly provide a screenshot of the issue you are encountering? Additionally, please grant us temporary wp-admin access by submitting the credentials in the private content area.

We kindly recommend that you take a complete backup of your site before proceeding.

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

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#397637 Copied

Miya

Participant

June 1, 2024 at 13:44

Please check the private content thank you

Please contact administrator
for this information.

Files is visible for topic creator and
support staff only.

#397648 Copied

Tony Rodriguez

Support staff

June 1, 2024 at 13:51

Hello, @Miya,

1/ Please enable debug mode in WordPress – https://wordpress.org/support/article/debugging-in-wordpress/ to find out what error appears on your site, it will point you in the right direction what needs to be fixed.

2/ Provide FTP access and the URL of page where the problem is visible.
For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Thank you for your cooperation.

Best Regards,
8Theme’s Team

#397650 Copied

Miya

Participant

June 1, 2024 at 14:41

Hi team please check the private content thank you.

Please contact administrator
for this information.

#397659 Copied

Rose Tyler

Support staff

June 1, 2024 at 15:59

Hello, @Miya,

We kindly request that you provide us with FTP access to facilitate our ongoing work. Should you need assistance in setting up the FTP access, please feel free to reach out to your hosting provider, who can establish a temporary account for you. Also, ask about the server error log.

For our records, please provide the following details:
– FTP Host
– FTP Username
– FTP Password
– FTP Port
– FTP Encryption Type

Thank you for your cooperation and attention to this matter.

Best Regards,
8Theme’s Team

#397670 Copied

Miya

Participant

June 1, 2024 at 16:26

Hi team, please check my reply thank you.

Please contact administrator
for this information.

#397676 Copied

Miya

Participant

June 1, 2024 at 22:14

Hi team,

When will you be able to check my website issue please as it is down now, need your help urgently.

Thank you

#397708 Copied

Jack Richardson

Support staff

June 2, 2024 at 07:32

Dear @Miya,

I hope this message finds you well. We have conducted a review of the error logs (‘php_errorlog’ file) on your server and identified a critical issue stemming from the “WooCommerce Checkout Manager” plugin. For your reference, you can view the error details here: https://prnt.sc/uc06hzVsK7Ax.

During our attempt to access your WordPress dashboard for further diagnostics, it appears that the credentials provided do not have administrative privileges, as evidenced here: https://prnt.sc/2Mk7sBzVWeJz. Consequently, we are unable to perform necessary tests such as activating or deactivating the plugin.

We kindly request that you attempt to deactivate the “WooCommerce Checkout Manager” plugin to see if this resolves the issue. Should the problem persist, please provide us with administrative access to your dashboard so that we can further investigate and address the issue effectively.

Thank you for your prompt attention to this matter. We look forward to your cooperation.

Best Regards,

Jack Richardson
8Theme’s Team

#397721 Copied
Tagged: emergency woocommerce assistance, quick wordpress solution, theme core v.5.3.11 problem, urgent website repair, woocommerce template down, wordpress upgrade issue
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