Hello!

There are no silly questions, all questions are good ones!

That in fact is a great question … if you used the 2012 version, then I’d say yes that could be a problem. However, that is not the case as we continue to update it and make it better and better, either based off user feedback (ex: new features) or for performance/technology reasons.

We’ve been #1 for 4+ years and continue to be for very good reasons. First, we continually update our theme to add more value and ensure it is up to date with coding standards, techniques, performance, etc. Second, we offer incredible after sales support through our ticket system. Once you are our customer, we help you any way we can.

Thanks for asking

Thank you for your reply. We have a coffee roastery business and we’d like t use your theme. However, your cafe demo would not work for us as we don’t own a cafe per-se. Can we use some different demos to make our website? We are thinking to work local using MAMP, is there anyway to export the final product and install on to the host server? Do you do customisation (paid of course)? Thanks again

Actually any demo can be customized to your liking. So for example the cafe demo, you change out the logo, and the menu and the page content, images, etc. The demos are simply examples of what the theme can do, you are not stuck with what it shows on the demo. You change the content with the tools we provide so it fits your industry/business! Any of the demos can be used for what you need, or you can start fresh and build your own

Many thanks. Last question promise, is it possible to export my customised theme from local to host natively or I still need plugins such as Duplicator, etc?

Hello!

Yes that is possible, but not without code customizations since that is not a feature we offer. Currently as you found out, we only allow the title and categories to show. That would be a neat feature though and something we can consider for the future.

If you have further questions or need assistance with anything, signup at our support center and submit a new ticket. Our support team will gladly help!

Click Here To Create An Account & Get Avada Support

Thank you!

And shocking (not), just login in to the other client site and NOTHING is working at all, builder won’t even load. I don’t care if these are supported – you need to support YOUR theme or allow people to have a working version of the older (these sites are already developed – we don’t need updated builders – we need the site to be editable AS IS).

Hello!

First off, we’d never ever do such a thing to any client, long standing or not. In fact, we’d never even think about it! How else would we still be in this position we are in after 4+ years? We take care of our clients.

From what you describe, you did not undergo conversion when you updated. I’m not sure how that happened, but that is what it sounds like.

Yes there is an option to rerun conversion, it is in Avada > System Status tab, this link right here: http://d.pr/i/5PII

But form the sounds of it you need to open a ticket so we can help you through this, it is not going to help going back and forth here in comments without us being able to see your site.

Please go here and sign up and submit a ticket with these steps then give me your ticket # so I can have it checked and give you a logical reason for why this happened: https://theme-fusion.com/avada-doc/getting-started/avada-theme-support/

For the record, it is not the update. We have tens of thousands of customers who have updated (near 100K already) and have updated without issue. If there has been an issue, it has been because conversion did not run, either from renaming the theme folder, or from updating it the wrong way.

Either way, our team is here for you and will gladly help you. A little patience is all that is required, and submitting a ticket through our site so we can get private information from you to access your site and explain what is going on.

Thanks

Also, I took some time to search for any tickets you may have made and cannot find any, here is the shot: http://d.pr/i/1fyQr

We fully understand the frustration if updating goes wrong, but at the same time we assure you the update is correct and not at fault here. It could be anything from conversion not running, to cache, to renaming the theme folder, or depending on how you updated, maybe not all files went through … it could be one or all of the above. The only way for us to know, is to take a look for you and get it sorted.

We can gladly outline for you what went wrong if we can take a look at your site, and also find out how you went through the update, which we can do if you submit a ticket for us here: https://theme-fusion.com/support-ticket/

Thanks

Also about support, I apologize I forgot to mention this … if you bought before September 1st 2015, which I assume you have considering you made the comment of “long time clientele” ... then you are Grandfathered in for FREE by us, ThemeFusion.

Envato started a paid initiative for item support on September 1st, 2015. Any item purchased includes 6 months of support with paid options to extend. This new policy applies to all purchases, past or present. ThemeFusion is fully committed to our customers and took the initiative to introduce Grandfathered support for any purchases made before September 1st, 2015. Purchases made before September 1st, 2015 are eligible for our Grandfathered support policy. Purchases made after September 1st, 2015 must follow the new paid support initiative introduced by Envato. It is important to note that paid support is an Envato initiative, while Grandfathered Support, with the agreement of Envato, is an initiative that we (ThemeFusion) created.

You can read it in full here: https://theme-fusion.com/avada-doc/getting-started/grandfathered-support/

And to clarify, we the author (ThemeFusion) have no decision over the paid support policy and what is and is not included in it (for example, updates are free forever, support is not) ... this is something created and managed by Envato. Since there was no policy in place before September 1st 2015, we ThemeFusion are allowed to continue and support those customers as we feel that is the right thing to do.

Thanks

First, you have made a whole lot of “must be your fault’ assumptions. I cannot go to support as it says I have to renew and I am not doing that. The site is on your new version (I managed to actually fix the original one).

There is NO rerun option on the system updates (already said that) and it says I am running the current version however when I go to click on fusion builder, it gives an error saying I am not using the updated version (yes, I am).

I did not say I have previously entered any tickets (again – assumption). I have never to date had an issue with Avada but I have to tell you – you’re continued must be my fault approach and superiority is a bit surprising.

The bottom line, I have two installed Avada sites – one I spent an hour on this morning and it seems to be fine. The other which I only just recently installed (it is for my own business and I am just now getting around to actually using it), was installed using the updated 5.0 and was fine until today – now errors all over the place (and has nothing to do with ‘how I installed it’, I simply ran your installer and your demo installer) and all of sudden saying it couldn’t be converted (didn’t have to be – it is on the actual new version).

send me an email and I am happy to stop discussing it here but I am not paying for support on this issue and I cannot log a ticket until I do – so it’s here or on e-mail and I can’t send the screen shots here.

I’m very sorry you think I am assuming, certainly not my intention. And I am most certainly not blaming you. I am in fact trying to help you! Why go through all this? Let’s talk about the issue and get it resolved for you.

When did you buy Avada? As the link mentioned, Envato will say your support has expired, when in fact you are not on our site. Please read this part of the post: http://d.pr/i/hqY7 if you have not already.

Again, I’m just trying to make sure you know that you still may be supported even though you think you are not.

Also, if you do not see the manual conversion links as my screenshot shows above and right here: http://d.pr/i/5PII ... then there is only one conclusion … there are missing files from your update.

I can’t see how those links would not be there for you, unless only part of the theme updated OR if you renamed the theme.

Did you rename the theme folder before updating?

Listen, we are trying to help you, regardless of what you think or read into the comments left.

1. When did you buy Avada? Was it before September 1st 2015, if so then you can create a ticket on our site and keep getting FREE support. Simply signup with these steps and submit a ticket: https://theme-fusion.com/avada-doc/getting-started/avada-theme-support/

2. If your support really has expired (again, make sure to check our site as it will differ from what Envato tells you as the post explains) then please explain exactly how you updated the theme and email us at support@theme-fusion.com and we will gladly support you that way.

Thanks

No, one was purchased September 20th and the other just expired as it was purchased in April of this year.

But you’re missing it. This was a clean install of the new release (not an existing with conversion). It worked fine last week and now it is erroring out on the fusion builder.

I will send the access and screenshots to support e-mail above.

send me an email and I am happy to stop discussing it here but I am not paying for support on this issue and I cannot log a ticket until I do – so it’s here or on e-mail and I can’t send the screen shots here.

We do not have you email .. there is a major misconception going on here. We (ThemeFusion) are only the author of the theme Avada, we do not have any of your personal account information from Envato, which is the marketplace itself.

This is why I keep telling you that most likely your support has not expired.

I’ve asked questions above to try and help you solve this. When did you buy Avada?

If needed, email us at support@theme-fusion.com with your purchase code so we can check your purchase date. Again that is not information we have, which is why I keep asking you.

But you’re missing it. This was a clean install of the new release (not an existing with conversion). It worked fine last week and now it is erroring out on the fusion builder.

You never said this was a clean install! Then no, those links will NOT show in the system status, they are ONLY for users who updated an old version of Avada. Conversion is not needed if you start fresh.

You said this …

All kinds of issues this morning with a “updated 5.0 version”

How would we know this is a clean install then? This makes no sense at all, please do email your credentials so we can get this sorted and post what is really going on.

I’ve received your email and will reply back there.

I sent screenshots, and full access.

But to be clear, there will not be conversion links if it is a fresh install, conversion is only for those who update the theme

right but the error is saying go back to conversion. You’ll see what I am talking about on the screen shots.

Yes I see it, which means you did a clean install, then copied over content from an older version. That is the issue.

See my email reply and reply back please.

Thanks

Are you really going to continue to argue with me on your comments page??? I literally just responded to you and said this.

More assumptions- I did not copy old content. I did have both sites open in the same broswer but I find it HIGHLY UNLIKELY that it is the error but hey, It MUST be my fault – right.

This just goes to show that communication is key here. We are trying to help you, and you never once said it was a clean install until more than 3/4s of the conversation down. That changes everything.

Will you please stop replying here and reply to the email with questions we asked so we can get to the bottom of this for you?

For it to work for you, then all of a sudden stop, can only mean one thing, something changed.

You didn’t ask, now did you? And I said I was happy to take this to email but you are clearly responding here and in email (which to me – simply is frustrating as It looks like you want the last word to be clear – user fault and to be honest – I do not believe it is.

If you look at my first sentence ” all kinds of issues with a new update 5.0 install’, that was in direct response to your page quoting “new 5.0 update install”.

Why keep doing this?

Your firsrt sentence was this .. “All kinds of issues this morning with a updated 5.0 version”

Updated being the keyword.

In the second sentence I say there is no option (should have been a clue to ask if it was new install)... now – we can continue here or move to e-mail, which do you prefer? I did move to email until you continued to excuse the errors and continue to update your comments on it here. Happy to do the same.

As mentioned many times, email so we can actually assist you.

Currently we are waiting for your reply.

Again, Do not take ONE word out of a sentence or we will be doing this for a LONG time. You don’t read ONE word, you read all of the comment – which CLEARLY states there is no system update option – and that I did look at support prior to contacting you.

I am NOT the developer – you are – so it should have triggered the question – clean install, if you really needed to distinguish that (I gave enough information) for you to ask that question.

Stop putting this on me, it really does look bad and continuing here is your choice – but I’m happy to give clients a taste of what happens when something goes wrong.

We are putting nothing on you, we are only trying to help, and anyone reading this can clearly see that.

We’ve replied to you via email with details and every page but one works with your plugins disabled.

Instructions have been sent via email.

I agree, people can clearly follow and there will be some that see it as I do. Turns out it was the theme files and nothing to do with me.

No it was not the theme files. After all that, I can’t believe you can say that.

Best to you

Excuse me? Your direct quote. “It seems either the theme or plugin needs updated due to missing files. Can you please update the theme folders and plugins on your server. The latest version is 5.0.2, which I’ve attached to this email or you can download from your downloads tab.”

Hi there

The first thing you need to check is what version of PHP your server is running, this is critically important. If you are on PHP version 5.2 or older, you will experience fatal errors.

The theme aside, even for WordPress the minimum PHP requirement is PHP 5.6 or higher as stipulated here -> https://wordpress.org/about/requirements/

The next thing you need to check is the Avada > System Status page and if you see any of the PHP configuration limits in red, please address them.

System Status Explained -> http://bit.ly/29P6ivL

System Status Limits -> http://bit.ly/1T5luaR

Lastly, with regard to updating always check and make sure that you follow these update instructions carefully

Important Update Info -> http://bit.ly/1FAmQpu

How to Update -> http://bit.ly/1H8JGzo

Avada Patcher -> http://bit.ly/1QSd8Ol

If you need further assistance or have any questions please engage with our support team and they will gladly guide and assist you

Click Here To Create An Account & Get Support

Thank you, MB

this always happens when I upload the json file I downloaded from the 4.3 theme.