22385 comments found.
Hi, I read in the changelog of the last update that there is a possibility to apply a filter for index.php. I carry the chengelog point
“New filter ‘wpex_get_index_loop_type’ to be used with the index.php file to return correct loop type for archives (example if the filter returns ‘portfolio’ then the current archive will display using the portfolio entry styles). This is very useful if you add new custom taxonomies to built-in post types like the portfolio to make sure they look the same by default as the other portfolio archives or if you want to add a new post type with the exact same archive output”
where in this section of the theme does this filter apply? Thanks and compliments for your work, graeat
Giulio
Hi Giulio,
The filter ‘wpex_get_index_loop_type’ is used in the index.php file which is used for all archives (blog, categories, tags, custom post type archives, custom taxonomy archives…etc).
What are you trying to do exactly so I can show you an example?
- AJ
—
ps: I noticed your support license has expired, if at this time you can renew your support license I would really appreciate it. You can also purchase a new copy of the theme for another site/client and it will also renew your support. A support renewal is around $41 so if instead you purchase a new license of the theme you essentially will get a new license for only $17 to use on another site and a support renewal. If financially you can’t at this time I understand but would really appreciate it since I spend a lot of time and money supporting and updating the product – thank you!
Hello AJ,
It’s a minor thing, but unless I’m missing something, I feel it would be nice in a future release to be able to style differently the ”.toggle-bar-btn” when sticky header is active (via a parent class ?).
And to set a ‘title” tag when hovering on it (whether sticky header is active or not)
Have a nice day,
Michel
Hi Michel,
- I could add a generic class to the main body tag something like “header-is-sticky” that you can use to target things but this would have to wait until the next bigger update since it requires javascript edits and re-minifying things. I am planning a smaller 4.5.1 update today with a few bug fixes from the update – https://wpexplorer-themes.com/total/upcoming-update-changelog/
- Why would you need a title tag?
- AJ
No problem for waiting for a future update, thank you.
I’m not sure about my “title tag” wording : the idea is to let visitors see a short explanation of the link when hovering on it, without yet clicking on it.
I sent a ticket as you proposed for the plugins updating issue with v 4.5 (with admin credentials), which happens also when I switch to Total theme itself instead of child one, and on both Flywheel install (for test) and my current host install.
Michel
Hi Michel,
Title tags don’t show unless you hover for a good amount of time, most people will click on the button before they even see the title tag. I’m sure you do the same thing…or do you always hover on buttons and wait for the title tag before clicking it?
Of course if you want to add it, you can by copying the partial file to your child theme at partials/togglebar/togglebar-button.php and adding the title tag. But I don’t really think it’s needed.
Ok I will be going over tickets in a bit, thank you for your patience! Looks like there are 18 in my queue and you are number 16 
- AJ
OK, thank you.
Hello AJ, take your time, nothing urgent on my side.
I forgot to mention in the ticket that you may have to deactivate the “Admin Menu Editor” plugin to see the normal WP left column menu.
Michel
Is TOTAL theme version 3.60 compatible with the latest version of WordPress (4.8.3). Currently running WordPress 4.7.2. Many thanks
Hi,
This is AJ the them developer. Total version 3.6 is from October 2016 so I’m not 100% sure if it’s fully compatible with the latest version of WP since quite a bit has changed in the last year in both WP and the theme. The best thing would be to update your theme to the latest version which is 4.5:
- http://wpexplorer-themes.com/total/changelog/
- http://wpexplorer-themes.com/total/docs-category/updates/
If you have any issues with updating let me know.
My recommendation though is that you should always update WordPress even if plugins/themes aren’t technically compatible yet because of security concerns. There has been important security fixes in WordPress and if you are still on 4.7.2 then your site is at risk. It’s better to potentially have a bug in a plugin or the theme which can be fixed then to risk having your site hacked.
- AJ
I am seeing a weird html tag right under the top tag:
<a href="#content" class="skip-to-content local-scroll-link">skip to Main Content</a>
What is that for? also it is creating a 40px white space under the footer when I scroll all the way down.
Hmm nevermind, the white space is not linked to this tag.
Tracked this down to a firefox Youtube Downloader add-on I updated recently. Quickly deleted the add-on.
The skip to main content link is for screen readers for accessibility. It is hidden by default until you click tab when you first get to the website. If you see it on your website it’s because your site is loading old stylesheets so you just have to clear your cache so that the newer Total stylesheet gets loaded.
- AJ
This is a pre-sales question: The theme looks awesome, but what are the licence conditions: one domain only? If so, are there multiple-domain options? Thanks.
Hi,
The license for any ThemeForest theme is 1 license per domain. That said, while there isn’t a button you can click to get multiple license options, if you are planning on buying a lot of copies we can privately negotiate a bulk sale purchase option so you can buy a bunch at a discounted rate.
If you have any other pre-purchase questions please let me know.
- AJ
Thanks AJ, That’s nice and clear. We would only be looking at 3-4 licences, so would just purchase individually (unless you want to offer a discount! :))
Regards
Hi,
Unfortunately Envato won’t let us do a bulk discount for so few items. Bulk discounts are usually for over 100 licenses. After Envato takes 30% and US taxes takes 30% I’m also left with a small portion from each sale, so even if it was possible, doing discounts for a few items is almost like giving it away for free.
Let me know though if you have any pre-purchase questions or concerns with the theme itself.
- AJ
I understand the economics of that AJ – and I’m completely supportive of your policy. One last question: if I buy a licence, and build a new site on a development domain, can I then move that licence to the normal domain, once the dev is complete?
Thanks
Definitely! You can have as many development and stagging sites as needed. You can only “activate” your theme license on 1 domain at a time, however, this is for update purposes only so it’s not really something you have to do on all your development sites – and you can always “deactivate” the license right in the dashboard – https://cl.ly/nfw8
If you have any other questions let me know. I hope you are having a fantastic weekend.
- AJ
If we want to renew support, is it the full theme price? And how long does that support last? Do we need to subscribe to support for general questions or can we post those here? Thanks!
Hi,
This is AJ the theme developer
Renewing support is around $41 if you go to the Total product page you can see the button to renew support. The theme price is $59 so usually customers will just buy a new license of the theme so they can use it on a second website which also renews their support (every time you purchase a license the support is renewed for free and you only need 1 active support license to receive support for any website using the theme).
You can always ask questions in the comments without renewing your support license, technically it’s only required for private support. However, renewing your license is the right thing to do. It costs a lot of time and money to run the business (support, updates, hosting, marketing, advertisements, taxes, Envato fees…etc) having customers renew their licenses helps out a lot and allows me to keep making the theme better and providing awesome support. So I really appreciate it. But I do realize some customers don’t have the finances and I’m always happy to help people out for free, especially when they are reporting theme bugs or suggesting improvements.
Thanks!
- AJ
Hello,
I am trying to call do_shortcode() through an ajax request from javascript, using the vcex_post_type_grid shortcode. But I think the shortcode hasn’t been loaded at this point. WPBakery has a function to load all its shortcodes:
WPBMap::addAllMappedShortcodes();Is there something similar for the Total theme? or could you tell me how to load that particular shortcode so that it works when using ajax?
Thank you
PS: I tried to login into your support system and it did not let me, showing the following error after the authorization page:
Signup Error
Sorry, that email address is already used!Okay I think I found the problem. In vcex_templates/vcex_post_type_grid.php, I see this:
// Not needed in admin ever
if ( is_admin() ) {
return;
}is_admin() is true during admin-ajax.php requests.
This could be written as follows instead:
// Not needed in admin ever, except when doing ajax request
if ( is_admin() && !(defined('DOING_AJAX') && DOING_AJAX) ) {
return;
}Or maybe add a filter that a user could set.
Noting that I also had to call the following in the javascript code after loading the html to make the filter work:
wpex.isotopeGrids();If you logged into the support site in the past and then changed your Envato username you will get that error. Please let me know your previous username so I can remove you from the system and you can log back in.
Thanks for the heads up. I will update the modules so they can run during ajax (good call). But it’s best to write it using the core WP function wp_doing_ajax:
if ( is_admin() && ! wp_doing_ajax() ) {
return;
}
I will be pushing out Total 4.5.1 so it will already have the fix. And yes, if you are running any ajax on a grid you do have to re-trigger the scripts
And if you are using the custom filter nav – https://www.youtube.com/watch?v=ifhQ7Fb-0lE – then also retrigger wpex.vcexFilterNav
And if you are using any custom color hovers then also re-trigger wpex.customHovers
I’m actually thinking of adding ajax pagination in future updates I’d love to see what you’ve done with the grid if you don’t mind sharing
- AJ
I will explain what I did, but it’s not pagination. Before I explain, do you have any hints to make vcex_blog_grid work. I have a ‘css_animation=”appear”’ but nothing appears when adding it to the html through ajax. Is there another wpex function I need to call to enable the animation?
Hi,
The animation is part of VC core and yes it uses javascript since the items don’t animate until scrolled to. This is the code used in core VC:
window.setTimeout( vc_waypoints, 500 );
- AJ
Great thanks, I will try it out.
My previous username was: gillesbouvier
Alright, you should be able to log in now
Hi AJ, I am trying to customize the BLOG GRID to include the author’s name below the title. I have created custom POST GRIDS that include the POST AUTHOR, but just wondering how I do that for the Blog Grid. Here is the site. The blog grid is at the bottom of the home page, under The Latest headline. thanks! www.americanvoicemedia.com
Hi there,
To alter the Blog Grid would require manually editing the file at vcex_templates/vcex_blog.php via a child theme. However, I would recommend using the Post Types Grid instead which actually has a little filter you can use to add custom sections – https://wpexplorer-themes.com/total/snippets/post-types-grid-blocks/
I will be adding this same function to the Blog Grid though if rather I can send you the updated file when ready so you can hook right into that module, just let me know!
- AJ
I’ll try using the Post Types Grid to start. Thanks!
hi! How can I do portfolio filter category as multiple select?
Unfortunately this isn’t something built-into the filter script included with the theme, it would require some custom javascript to support. I tried to locate a 3rd party plugin which does support multi-select but wasn’t able to find one.
Depending what type of wesbite you are developing though, if you need advanced filtering there is a plugin named FacetWP which is geared a bit more towards developers but has incredible filtering functionality.
- AJ
Thanks for your reply.
This is me trying a new chain as you asked. Thanks for all the info. One of the reasons the site is heavy, says the Duplicator scan, is Slider revolution and Visual composer. I checked again and they are not installed. What do I need to do? Thank,
Hi,
Can you send me a screenshot of what you mean. The plugins aren’t very big at all but their zip files are located inside the theme which you can delete via FTP if you want at wp-content/themes/Total/framework/plugins/
What are you using the duplicator plugin for?
- AJ
how can I send you an image file?This platform does not give me any option to upload an image.
Hi,
If you look at the screenshot you shared it says the exact same thing I mentioned above (notice how the duplicator plugin says the exact location of the files)
If you want to delete them you can. These are just used during the installation process of the plugins.
But if you want to use them, make sure to install them first.
- AJ
Hi again, I went to WP-content and the plugins were not there, but they do weigh 14 MB when duplicator scans. What to do? Also bizarrely, some image folders persist in Duplicator despite me deleting them.
Did you check the actual directory where they are located? They aren’t just in wp-content. They are in wp-content/themes/Total/framework/plugins – https://cl.ly/niMK
But the zip files are only used for installation and 14MB is very small so I’m not really sure what the actual issue here is. Of course you can delete these but I don’t really see any need for doing so.
- AJ
Hi, In this page http://idrosistemi.com/prodotti/ , after the theme update, the first product is smaller than the others. But i haven’t change anything. What I can do?
Hi,
This is a small bug which I have already fixed and will be releasing an update today with the fix. Sorry for the troubles!
You can view the upcoming changelog here – https://wpexplorer-themes.com/total/upcoming-update-changelog/ – if you find any other bugs please let me know!
- AJ
Hi, thank you! I also noticed that in this page http://idrosistemi.com/assistenza/ the contact form changed. I don’t know if it is an update problem, but the form before was correct and now I cannot fix it.
The issue here is with floats. After every 2 columns you need to clear your floats. You can do this by adding: https://goo.gl/ZPxyDs
Or you can use the row method as shown here to prevent issues with floats – https://wpexplorer-themes.com/total/docs/contact-forms-with-columns/
- AJ
can i use different builder with your theme
Of course!
Total includes the Visual Composer as a stand alone plugin so if you don’t want to use it, then you don’t have to install it and you can disable all recommended plugin notices as well – https://wpexplorer-themes.com/total/docs/disable-recommended-plugins-notice/
I have a lot of customers using Elementor and a few that use Beaver Builder or Site Origin.
If you have any other pre-purchase questions please let me know!
- AJ
hi AJ,
I was wondering if it is possible to add an option to link the image in the staff grid display to the website of the staff member.
regards Bjorn
Hi Bjorn,
Are you looking to change just the image link but still have posts for each staff member or do you want to create a grid that just links out to everyone?
If you aren’t interested in having posts for each staff member you could redirect their pages like this – https://wpexplorer-themes.com/total/docs/redirecting-pages-posts/
Or instead of using the staff post type since you don’t need posts you can instead add your staff members as Users and then use the Users Grid module to display them.
Right now you can only link to the user’s profile page – https://cl.ly/nYrG – but I’m adding an new option right now for the upcoming update so you can link to the user’s website instead.
- AJ
Hi AJ,
I have to explain the case some more… I am using the staff post-type for Partners. I renamed the post-type to partners (great feature by the way). I want to create a grid with an image/title/excerpt that links out to every partner. I wasn’t aware of the possibility of using the redirect option. For me it should be ok, but for my client it doesn’t make sense to fill the URL twice. So I am very happy with the upcoming update! I will wait patiently.
Bjorn
I did not read the last line correct… I am not using the user grid… Is it possible to fill the staff (social) url into the redirect link automatically in some way? (snippet/hook?)
Yes, you can actually use a filter to redirect. It won’t “fill” out the field but it will add the correct URL int the grid like this:
add_filter( 'wpex_permalink', function( $link ) {
if ( $website_meta = get_post_meta( get_the_ID(), 'wpex_staff_website', true ) ) {
$link = $website_meta;
}
return $link;
} );
Total uses wpex_permalink() whenever it links to a post (entries/archives) so by hooking into the filter you can check if the website field has been filled out and if so alter the default link which is the post link to be the custom website value. Make sense?
Now using this won’t actually redirect the posts if you want to do that you will need to hook into template_redirect and redirect accordingly.
- AJ
—
ps: I noticed your support license has expired, if at this time you can renew your support license I would really appreciate it. You can also purchase a new copy of the theme for another site/client and it will also renew your support. A support renewal is around $41 so if instead you purchase a new license of the theme you essentially will get a new license for only $17 to use on another site and a support renewal. If financially you can’t at this time I understand but would really appreciate it since I spend a lot of time and money supporting and updating the product – thank you!
Hi AJ, Thanks again for the great support. It’s exactly what I was looking for. Of course I will renew my support license. I will purchase a new theme license some where in the next few weeks. Keep up the great work you’re doing!
Bjorn
Sounds great, awesome!
I hope that snippet works well for you if you have any issues let me know.
- AJ
Hello AJ,
Thanks indeed for your Flywheel recommendation, which I didn’t know 
I’m trying it now, and just FYI, they had to roll me back to PHP 5.6 (from their standard 7.1), due to compatibility problem with some plugins and with Total 4.4.1 – as mentioned in my ticket yesterday, wth Flywheel error log saying things such as :
PHP Fatal error: Uncaught ArgumentCountError: Too few arguments to function WPEX_Portfolio_Config::alter_title(), 1 passed in /www/wp-includes/class-wp-hook.php on line 298 and exactly 2 expected in /www/wp-content/themes/Total/framework/post-types/portfolio/portfolio-config.php:734
But maybe the performance won’t be affected if I have PHP 5.6, and Flywheel seems really good.
Have a nice day,
Michel
Hi Michel,
You shouldn’t roll back PHP to remove a debug error because it’s not actually fixing anything it’s just hiding the error.
There isn’t really any reason to get this error though “Too few arguments to function WPEX_Portfolio_Config::alter_title()” – I may have to log in and check your child theme edits to verify.
But first update your theme to Total 4.5 incase it was an old bug – http://wpexplorer-themes.com/total/changelog/ – it’s definitely not present on my local development site and I do use PHP 7.1+
If you open a ticket though, give me some time to respond there so I’m not spending time answering in the tickets and also here in the comments, thanks!
Glad you like Flywheel, it is awesome and really worth the price.
- AJ
Thanks AJ, I’ll upgrade Total (and won’t duplicate comment & ticket)
Note : I didn’t really have choice for the PHP roll-back, Flywheel support did it as I couldn’t use any plugin, which created big problems as you can guess.
Great, let me know how the update works out if you have any issues via the tickets.
It’s very weird that you couldn’t use any plugin…unless the whole site was down just showing the debug error. In which case you could simply disable WP_Debug in the meantime while the issue is fixed.
I replied back to your ticket and assigned it to myself – so keep me posted there.
- AJ
Hi there,
I’m a complete beginner and am having trouble getting my full-width image look OK for mobile. Here is the site, for you to see: http://biz236.inmotionhosting.com/~indust85/.
I added padding to the row settings under Design Options, so the image will look how I want it to on my desktop, but that padding is messing up the mobile view. Is there any way I can remove the padding for mobile, as that looks great, but keep the padding on for desktop?
Thank you!
Hi there,
Even if you remove the padding at the top on mobile it won’t make too much difference – https://cl.ly/nXgt – the area on a small phone is just too small so you won’t ever be able to display the full photo as a background but you can try using a percentage for the padding if you want to see if it’s better although using percentages for top/bottom may not render perfectly in Firefox so you’ll have to check there also.
Honestly I don’t think the image looks bad at all on mobile devices. But you could also test a few different images to see if you like another better. This site is great for free images: https://unsplash.com/
- AJ
hello: I have a need to have a slider with slider revolution be in the header and behind the navigation. is it possible to accomplish a header like in this example?: https://church-event.vamtam.com/
Yes, you just have to enable the Overlay Header for the page where you want the content below the header to go under it like this – https://wpexplorer-themes.com/total/docs/overlay-header/
Your slider would then be added to the page using the Visual Composer or via the slider setting – https://wpexplorer-themes.com/total/docs/adding-sliders-top-pages/
- AJ
I just received an email from Envato saying I can download the latest TOTAL update by signing in to my Envato account.
Is there a way to do that via the WP Dashboard? I looked and could not see a way.
Thank you
Hi,
Please have a look at the docs here – http://wpexplorer-themes.com/total/docs-category/updates/
If you have any questions or issues let me know.
- AJ
Hi AJ,
Just wondering where I would find a list of what’s new with the update.
Thanks,
Robert
Hi Robert,
The changelog can always be found here: http://wpexplorer-themes.com/total/changelog/
Hi AJ, I updated the theme to the latest version but it seems to be a little issue with woocommerce shop grid. The first item image is smaller than the others: https://www.robertorizzoart.net/shop-online/
Furthermore, before the update the transition from one picture to another in the single product page was much softer (worked with a slide). I really liked that effect, now just open the picture and even the whole page followed the downsizing: https://www.robertorizzoart.net/product/last-rhino/ I noticed that the transition works properly in the customizer but not in the effective page.
Can you help me to fix these please? Thank you in advance, Bob
Shoot, thanks for the heads up. I’ll release the fix shortly after going through all other pending comments incase there is an issue.
The grid issue is technically a WooCommerce bug but I can patch it and the other is a small mistake on my part 
- AJ
Thank you very much AJ, will you fix the single product gallery slider too?
Yes, I just fixed both issues. If you renew your support license and submit a private ticket I can email you both the updated files privately or you can wait for the 4.5.1 update which I will release later today, I want to give it a few hours to make sure there aren’t any other bugs so I don’t release so many updates in a row.
- AJ
Hi AJ,
Nothing has really changed in the new update except for the Visual Composer link having changed colour from blue to pink, so I suppose congratulations are in order for the update – especially as no logon to envato is needed!
However, going back to Visual Composer – I’m getting the following message in my back end -
An error occurred while updating WPBakery Page Builder: Download failed. Forbidden
How do I get the update to VC to update?
Just followed the tutorial on WPExplorer, deactivated Visual Composer, tried to reinstall it, and it’s not having it – meaning my website is just a mass of VC codes.
I’ve enabled a ‘Coming Soon’ plugin until this can be sorted.
I’m not sure what you mean by “nothing has really changed”? I’ve made tons of edits and improvements to the theme, have a look at the changelog – http://wpexplorer-themes.com/total/changelog/
Not sure what you are referring to when you say “except for the Visual Composer link having changed colour from blue to pink” – nothing is “pink”. Nothing should be pink, if you see something pink let me know so I can fix it.
The Total module icons are a purple gradient – https://cl.ly/nWmx – is that what you are referring to?
The Forbidden error when trying to update the Visual Composer is a server related error or security related issue (if you are using a 3rd party security plugin). If you are using a security plugin try de-activating it, otherwise you need to contact your hosting company to fix the forbidden error.
Or…you disabled Visual Composer Theme mode in the Theme panel but never entered your custom code – https://wpexplorer-themes.com/total/docs/activate-purchased-visual-composer/ – please check.
Of course the plugin can always be found inside the theme at Total/framework/plugins/js_composer.zip so you can always update it manually if your server won’t allow you to do it via the backend.
- AJ
Further update – just rolled back the website to 05/11/2017 so everything is working fine now.
Update still needed for VC but it’s not so imperative now.
Please have a look at my reply I just sent you…
Oh hi AJ,
Yes now the website has been rolled back, VC is blue again.
I’m sure there have been many improvements and edits, but the main thing is the theme works as well as ever!
I’m using Wordfence, so it might be that.
I’ve looked all over for the VC plugin – framework/plugins/js_composer.zip – but I cant find this file anywhere. My Total theme doesn’t have a framework folder.
Finally, where do I find the custom code, and where is it supposed to be entered?
Thanks for any info.
Yes, WordFence can definitely cause the issue you can try deactivating it while updating the plugins and then re-enable it. That would be much easier to test then updating it manually.
The Total theme should definitely have a framework folder otherwise everything would be broken because that’s where all the main theme functions are Sounds like maybe you are looking not inside the actual theme but the full download you get from themeforest make sure you download just the installable theme and unzip that one, or you can access the plugin via FTP at wp-content/themes/plugins/
I honestly have no idea what “pink” you were referring to with the Visual Composer since nothing should be pink can you please let me know so I can make sure there ins’t a bug, since nothing should be pink – Thanks!
- AJ
The ‘pink’ colour in the theme that VC changed to, is the same colour as the ‘accent’ colour I’m using – if that makes any sense.
Right, I’m just about to take a deep breath and download it all again.
Nope – updated to the new version of the theme, but VC is still saying it’s forbidden.
Did you disable WordFence when trying to update the plugin? If so, and you still can’t update the plugin then it is a server related issue (either permission issue or outgoing connections is disabled).
Did you also accidentally disable the Visual Composer Theme Mode setting as I mentioned previously?
It would be a lot easier for me to help you if you can provide more info based on my responses. For example If I mention that disabling the WordFence plugin could help, when you reply back you should let me know if you did disable the plugin when trying to update VC. Otherwise I’m just in the dark as I have no idea what you have or have not done. Same with the Theme Mode option as mentioned in the original reply. This way we can resolve the issue much quicker as the back-and-forth is of no help to anyone Thanks!
“The ‘pink’ colour in the theme that VC changed to…” – my only guess is you are referring to the edit page buttons. Which I did alter to make use of the accent color
- AJ
Hi AJ,
Yes, I disabled Wordfence.
Visual Composer theme mode hasn’t been touched since I bought the theme, so it should be enabled.
Hum, then it’s probably server related. If you want you can submit a private ticket with logins and I can look for you. I will need FTP logins though to check server stats.
https://wpexplorer-themes.com/support/Just request that your ticket be assigned to me since I already know what’s going on otherwise my support staff will probably tell you the same things.
- AJ
Just one thing before we go through all of that – I just checked on that website that I was practising on before transferring it over to the proper website, and found that Total is still enabled over there.
Also, on the proper website, I just checked in the Theme Panel options, and it’s asking for a License code.
So – how would I go about closing the account from the old website, and then transfer the license code over to the new website?
You don’t have to do anything unless you activated the license code on the other site in which case you can click the button to de-activate it (whenever you activate your license after it’s activated the button becomes a de-activate button).
Previously there wasn’t any license activation so most likely you have nothing to worry about in that regards.
- AJ
No, it was activated – I just presumed it needed activating.
I’ve now deleted Total from the old website and tried to add the license code to the new one, and I’m getting -
Can not connect to the verification server at this time, please try again in a few minutes.
- but it’s not working no matter how long I leave it.
That’s part of the same server issues you are having with not being able to update the VC plugin (my server is fine but your’s cannot connect to mine). Make sure outgoing connections are enabled on your server as mentioned previously.
- AJ
Well it’s been elevated to the SWAT team, so we’ll see what happens.
Hi AJ,
The SWAT team got back to me and reckon its an error on behalf of ‘access denial’ via either Envato or WPExplorer:
“By the looks of the error you are being denied access to the update file. This means that the server where WordPress is trying to pull the update is refusing the connection.”
...and one suggestion that they are stating is:
“On a local level that could be caused only by security plugins, I noticed that you have Wordfence but I prefer not to disable it for now. My suggestion would be to try turning it off and running the update. If this doesn’t make any difference you will need to contact the plugin/theme developers to check if our outbound IP can be whitelisted – 91.208.99.2”
Following the disabling of Wordfence, he was still getting the same errors, and has asked me to refer it to you so that the server ip can be whitelisted.
I’m sorry to say this, but the person assisting you doesn’t know what they are talking about. The plugin you are trying to update is hosted on YOUR server since it’s inside your theme, it doesn’t connect to any other server to download and update the plugin but your own. Can you explain that to them? Or can do you want to submit a private ticket so I can actually help you?
By the way, did you make sure Outgoing connections is enabled on your server as mentioned previously? This is usually the route cause of these sort of issues.
- AJ
ps: Regarding activating your license, I do run a firewall and your IP is not blacklisted so it should work 100%.
Hi AJ,
Sorry, just grabbing a bit of kip.
I’ll send a private support ticket as indeed, I don’t think they know what they’re talking about.
Coming over in 5.
Make sure to send me both the site logins and FTP logins, thanks!
Or if possible cPanel (if your hosting company uses it) so I can check if outgoing connections are enabled.
- AJ
Oh, and also add your purchase code to the email so we can test it, thanks!
Sent.
I just created an account for you on my server too, but it won’t let me send multiple support tickets.
An advisory though – it’s the same username and password as the ftp credentials if that makes any sense
Server details sent – purchase code sent.
Oh, and Wordfence diabled too.
Got it.
Hum…you can send multiple tickets you just cant email that address directly. But you can always reply to the auto reply from our ticket site to update the ticket – they are all email based.
It’s ok, I just sent a second email titled ‘pt2’
Thanks for the support, AJ – absolutely wonderful!
I’ll get onto Cloudflare straight away and see what they can do regarding the security issues.
