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White Screen Webpage – XStore update now causing a white screen on all webpages

This topic has 10 replies, 3 voices, and was last updated 6 years ago ago by Rose Tyler

bstafford214

Participant

November 15, 2018 at 08:07

Hello,

Have an issue after an update to the XStore theme and now getting only a white screen on all web pages.

I have tried to restore, but still shows a white screen.

Using the XStore Animal theme for the website.

Please, contact administrator
for this information.

#203921 Copied Theme version: XStoreVersion: 5.1.1 WooCommerce version: 3.5.1

9 Answers

Rose Tyler

Support staff

November 15, 2018 at 09:13

Hello,

Try to enable WP debug mode https://codex.wordpress.org/WP_DEBUG to find out what error appears on your site, it will point you in the right direction what needs to be fixed.
Let us know the result and provide FTP access (FTP hostname, FTP username, FTP password).

Regards

#203933 Copied

bstafford214

Participant

November 15, 2018 at 10:39

Hello Rose,

I have now enabled the WP debug mode in the file. It is the root: public_html/wp-config.php

This file already had the line added using “false”, I just changed it to “true”: define(‘WP_DEBUG’, true);

My question however is how to initiate in order to see the errors. I have cleared my browser cache, refreshed the website address and still have a blank white screen and no errors come up.

I have attached my ftp settings in the hidden content section.

Thanks for your help in solving this problem.

Regards
Bill

Please, contact administrator
for this information.

#203952 Copied Theme version: XStoreVersion: 5.1.1 WooCommerce version: 3.5.1

bstafford214

Participant

November 15, 2018 at 11:26

Hello,
I now see error messages on https://waggingtailspetshop.com/wp-admin/index.php

Does this indicate a problem with the database after I updated the theme?
The FTP login is in the “Private Content” section below.

Error Messages:

Warning: include(/home4/bstafford214/public_html/wp-content/advanced-cache.php): failed to open stream: No such file or directory in /home4/bstafford214/public_html/wp-settings.php on line 84

Warning: include(/home4/bstafford214/public_html/wp-content/advanced-cache.php): failed to open stream: No such file or directory in /home4/bstafford214/public_html/wp-settings.php on line 84

Warning: include(): Failed opening ‘/home4/bstafford214/public_html/wp-content/advanced-cache.php’ for inclusion (include_path=’.:/opt/php71/lib/php’) in /home4/bstafford214/public_html/wp-settings.php on line 84

Warning: mysqli_real_connect(): (28000/1045): Access denied for user ‘bstaffor_wagging’@’localhost’ (using password: YES) in /home4/bstafford214/public_html/wp-includes/wp-db.php on line 1531

Error establishing a database connection

This either means that the username and password information in your wp-config.php file is incorrect or we can’t contact the database server at localhost. This could mean your host’s database server is down.

Are you sure you have the correct username and password?
Are you sure that you have typed the correct hostname?
Are you sure that the database server is running?

If you’re unsure what these terms mean you should probably contact your host. If you still need help you can always visit the WordPress Support Forums.

Please, contact administrator
for this information.

#203955 Copied Theme version: XStoreVersion: 5.1.1 WooCommerce version: 3.5.1

Olga Barlow

Support staff

November 15, 2018 at 12:04

Hello,

Contact your hosting provider to solve the problem with the DataBase and after that reply back, we’ll be able to proceed with the investigation of your update issue.
Also, if you have any server cache then disable till we fix the issue with update.

Regards

#203963 Copied

bstafford214

Participant

November 15, 2018 at 13:26

Thanks for the reply Olga,
I have contacted my hosting provider and they are now looking at the database.

Regards
Bill

#203969 Copied Theme version: XStoreVersion: 5.1.1 WooCommerce version: 3.5.1

bstafford214

Participant

November 16, 2018 at 09:43

Hello,
I finally have the white blank screen problem solved. The host provider has restored my database and it is currently operational.

Could you please assistance me on how to restore my theme and plugin back to the point before trying to update?

Can you please help or guide me on how to properly restore my files. I have backup files in my control panel on my host provider. They would not assist in the theme and not sure how to proceed.

I would appreciate the assistance on getting back up and running. My login details are in private if required.

Regards
Bill

Please, contact administrator
for this information.

#204017 Copied Theme version: XStoreVersion: 5.1.1 WooCommerce version: 3.5.1

Olga Barlow

Support staff

November 18, 2018 at 20:22

Hello,

Sorry for the delay in answering. I checked your site and see that you use the latest version of theme and plugins. Why do you want to downgrade them?

Regards

#204094 Copied

bstafford214

Participant

November 19, 2018 at 00:44

Hello Olga,

Worked on the issue last night and have now been able to get almost everything back to the way it was before the database issue. I did not want to downgrade the template. My issue I had was when I upgraded the theme, then issues with the database and white screen.

Working on slider changes now. Have a nice day.

I am good now, thank you for the reply and the help.

Regards

Bill

#204102 Copied

Rose Tyler

Support staff

November 19, 2018 at 09:28

Hello,

We are glad that your problem was solved.
Feel free to ask if you have any other questions.
Have a good day.

Regards

#204121 Copied
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