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Website not working since update?? - by HLB2013

This topic has 22 replies, 4 voices, and was last updated 7 years, 7 months ago ago by Jack Richardson

HLB2013

Participant

March 16, 2017 at 16:14

Hi, i manage a website and it had the new update a couple of days ago but i had problems up loading to the hosting due to an ajax file which is corrupt or as the hosting company said has code in it which looks like a virus. For this reason the website will not work the guest checkout will not work, and the entire website design is malfunctioning, can you please advise?

They sent me the following:

Thank you for getting in touch with us.

FTP is connecting fine.

However our servers use ‘Clam AV’ to scan uploading files for malicious viruses and code – to protect our servers and customers on this shared platform from issues caused by uploading what may possibly be infected files.

If it finds code it believes is malicious it will block the upload and lock FTP access for around an hour.

The logs are showing the following file is the issue:

web/wp-content/themes/legenda/js/.in.head.js.’

If you open that file in notepad you will most likely see a block of obfuscated code. Obfuscated code is the type of coding virus writers employ to often disguise virus code in files.

What we would recommend is that you contact the software vendor of the software you are uploading and ask them if they have a version of the file .in.head.js.’ that does not contain obfuscated code.

If they can provide that version of the file, it should upload fine.

Missing that file out of the upload completely will obviously allow you to upload successfully.

We will now close your enquiry unless you require further information. Replying to this enquiry will re-open this ticket should you wish to discuss further.

Please, contact administrator
for this information.

#157159 Copied Theme version: newest

21 Answers

HLB2013

Participant

March 17, 2017 at 11:05

Can anyone answer this please, i need help as no one can order off the website!

The issue is mainly that the button for guest check out or creating an account as a customer will NOT work! You can not checkout

thanks

#157201 Copied

HLB2013

Participant

March 18, 2017 at 10:10

the FTP login as requested.

Please, contact administrator
for this information.

#157255 Copied

Muhammad Zaki

Support staff

March 18, 2017 at 10:37

Hi there,

We have fixed the issue, please, check!

Regards

#157256 Copied

HLB2013

Participant

March 20, 2017 at 09:18

Thank you very much, it seems to be working now, although the wishlist doesnt want to add to basket…we can live with that i guess?!

Many thanks
H

#157295 Copied

Jack Richardson

Support staff

March 21, 2017 at 12:25

Hello,

I’ve re-saved your site permalinks in WP Dashboard > Settings > Permalinks. Please check wishlist now.

Regards,
Jack Richardson.

#157414 Copied

ElitaSharpe

Participant

March 23, 2017 at 16:56

I seem to be having a similar problem plus related others since the update. Here are the scenarios:

-Customers cannot login to their accounts (it just refreshes). If you give wrong information, it will tell you it’s incorrect & give option to reset password. This does trigger an email to reset.
-Register button returns message “Registration is currently disabled, try later”
¨Variable products will show a ribbon banner that they have been added to the cart but clicking on “View Cart” returns an “Empty Cart” display. If I add a single product, it works fine and I can then add variable products. However, when it adds the single products, it has a different type of pop-up box to confirm it’s been added to the cart. Not on a ribbon banner as with the variable products.
-Checkout option to create an account returns message “Billing email address is required” even when the information is there. Does the same for Guest Checkout. Will not continue.

Please advise how to continue.

Please, contact administrator
for this information.

#157735 Copied Theme version: 3.1 WooCommerce version: 2.6.14

ElitaSharpe

Participant

March 24, 2017 at 11:24

Please note that these issues are causing my site to not be able to process ANY orders. I can’t make money until it’s fixed and need help. Thanks in advance.

#157800 Copied Theme version: 3.1 WooCommerce version: 2.6.14

Jack Richardson

Support staff

March 24, 2017 at 11:42

Hello @ElitaSharpe,

Please provide us with FTP credentials in private content area.

Regards,
Jack Richardson.

#157803 Copied

ElitaSharpe

Participant

March 27, 2017 at 13:30

Sorry, Jack. I didn’t get an email to notify me that there was a message. The FTP login is in Private Content.

Please, contact administrator
for this information.

#157985 Copied Theme version: 3.1 WooCommerce version: 2.6.14

ElitaSharpe

Participant

March 27, 2017 at 13:31

Added more info

Please, contact administrator
for this information.

#157986 Copied

Jack Richardson

Support staff

March 28, 2017 at 13:30

Hello @ElitaSharpe,

Unfortunately we can’t connect to your server via FTP with provided credentials. Are there any restrictions from a server side?

Regards,
Jack Richardson.

#158099 Copied

ElitaSharpe

Participant

March 28, 2017 at 23:15

Hi Jack,

Not sure why it won’t let you in. Have provided other credentials in private content.

Please, contact administrator
for this information.

#158155 Copied Theme version: 3.1 WooCommerce version: 2.6.14

Jack Richardson

Support staff

March 30, 2017 at 11:54

Hello @ElitaSharpe,

Unfortunately I still can’t connect to your server via FTP, it seems there is IP address restriction from a server side. In this case try to re-upload theme files yourself using FTP. Before uploading delete “woocommerce” folder in the wp-content/themes/legenda/ directory and it’ll be reuploaded from a new theme package.

As for the issue:

Register button returns message “Registration is currently disabled, try later”

go to WP Dashboard > Settings > General > enable “Anyone can register” option.

Regards,
Jack Richardson.

#158344 Copied

ElitaSharpe

Participant

April 5, 2017 at 01:36

My shop is still not working properly. I have reloaded the theme via SFTP. In addition to previous problems, some items now show as out of stock even when they aren’t. The shipping rules don’t seem to apply automatically (no show of fixed rate if qualifies for Free Shipping) nor do the pricing rules. Also, it says that some WooCommerce files are outdated. They are:

legenda/woocommerce/cart/cart.php version 2.3.8 is out of date. The core version is 3.0.0,
legenda/woocommerce/cart/cross-sells.php version 1.6.4 is out of date. The core version is 3.0.0,
legenda/woocommerce/single-product/add-to-cart/simple.php version 2.1.0 is out of date. The core version is 3.0.0,
legenda/woocommerce/single-product/meta.php version 1.6.4 is out of date. The core version is 3.0.0,
legenda/woocommerce/single-product/product-image.php version 2.6.3 is out of date. The core version is 3.0.0,
legenda/woocommerce/single-product/product-thumbnails.php version 2.6.3 is out of date. The core version is 3.0.0,
legenda/woocommerce/single-product/related.php version 1.6.4 is out of date. The core version is 3.0.0,

Please help!

Please, contact administrator
for this information.

#158731 Copied Theme version: 3.1 WooCommerce version: 3.00

ElitaSharpe

Participant

April 5, 2017 at 11:41

I updated to the latest WooCommerce version 3.0 which seemed to throw everything off. I rolled back the WooCommerce to 2.6.14 and reinstalled Legenda 3.1 but there are still major problems with the shop: Images don’t show on individual product pages, attributes show all options instead of variations, Checkout page doesn’t load, login on refreshes, & Mega Menu doesn’t work. This is what I’ve found so far. 🙁

Please, contact administrator
for this information.

#158790 Copied Theme version: 3.1 WooCommerce version: 2.6.14

ElitaSharpe

Participant

April 6, 2017 at 23:56

Could someone please let me know what can be done to fix my shop? I’ve been unable to take orders for 2 weeks. Thanks!

#159015 Copied Theme version: 3.1 WooCommerce version: 2.6.14

Jack Richardson

Support staff

April 7, 2017 at 10:27

Hello @ElitaSharpe,

1.

Images don’t show on individual product pages, attributes show all options instead of variations

Here is the single product page screenshot of variable product on your site http://prntscr.com/ethxpp
I don’t see any problems with its image and product variations. Could you please specify the link to the product where you see the problem?

2.

Checkout page doesn’t load

I’ve checked your checkout page and it loads as should http://prntscr.com/eti1hb . Please describe the steps to replicate the issue if you are still experiencing it.

3.

login on refreshes

Please check if the same issue persists with default woocommerce theme Storefront.

4.

Mega Menu doesn’t work

The mega menu option is set to your Shop page in menu settings http://prntscr.com/eti2sd and here it’s displayed on your site http://prntscr.com/eti3c4

Regards,
Jack Richardson.

#159073 Copied

ElitaSharpe

Participant

April 10, 2017 at 20:17

Hi Jack,

Points 1 & 4 seem to be fine now.

Point 2: Yes, the checkout page itself loads ok. What I should have said is that when you try to check out as a guest or create an account, you can’t get beyond adding the address because it has a message about needing a shipping email even though all required fields are completed. http://www.awesomescreenshot.com/image/2384563/a9c3b03b489524a9814549c3d7815e35.

Returning Customers can’t login (the page simply refreshes). Lost password says a rest password email has been sent but it is never received: http://www.awesomescreenshot.com/image/2384585/3749257f744be8cab419fd2b0ce78dba

Point 3: Yes, I have the same problems when the Storefront theme is used.

Additional Points:

Point 5: Single items show “added to cart” confirmation differently: This is the single product added confirmation: http://www.awesomescreenshot.com/image/2384332/2f5b48370818e59fb4c65c56fc075006

This is a variable product: http://www.awesomescreenshot.com/image/2384443/8aaa02fa7f183f4fb9531c377cbcb0c6

Point 6: Won’t add variable items to the shopping cart properly. This is the screenshot when I’ve added a single product. You can see it has auto-updated the quantity. http://www.awesomescreenshot.com/image/2384332/2f5b48370818e59fb4c65c56fc075006

When you add a variable item, you get a confirmation that it’s been added to the cart but it only auto-updates for about 1 sec before showing an empty cart. http://www.awesomescreenshot.com/image/2384443/8aaa02fa7f183f4fb9531c377cbcb0c6

If you click on “View Cart” or any other page, it will refresh & show the current total. Add any single product and it will show correctly added immediately. Add any other variable products and you have to refresh the page.

Also, I have ticked the “Notify me of follow-up replies via email” (below) and I don’t receive an email. I have to manually check back to see any updates.

Please, contact administrator
for this information.

#159431 Copied Theme version: 3.1 WooCommerce version: 3.6.14

Jack Richardson

Support staff

April 12, 2017 at 14:54

Hello @ElitaSharpe,

2. Please download the archive via this link https://www.dropbox.com/s/4imohmivagyynsz/etheme.zip?dl=0 , then extract the archive and upload etheme.js file to your server via FTP in the wp-content/themes/legenda/js folder with file overwriting.

3. If the problem persists with default woocommerce theme, then you need contact woocommerce support to check the issue with login form.

5. Go to Theme Options > Single Products Page and disable Ajax “Add To Cart” option.

6. Perhaps I don’t understand your issue correctly but I don’t see the problems with adding single and variable products into the cart.

Regards,
Jack Richardson.

#159799 Copied

ElitaSharpe

Participant

April 17, 2017 at 02:37

Hi Jack,

After overwriting the js file, problems 3 & 6 remained.

After a lot of research, it seems that these problems were caused by the use of the caching programme, Varnish, by my hosting company (bluehost). This was the cause of the variable items being added to cart but not appearing as well as the login issues. I have disabled Varnish & installed W3 Total Cache along with having it ignore WC commands (mfunc). We’ll see how that goes but all seems to be working at the moment.

Thanks for your help!

Cheers,

Elita

#160263 Copied

Jack Richardson

Support staff

April 18, 2017 at 10:27

Hello @ElitaSharpe,

You are welcome.

Regards,
Jack Richardson.

#160368 Copied
Tagged: best selling woocommerce themes, website not working, website update issue, woocommerce themes support, woocommerce themes troubleshooting
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