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Error when Updating BeTheme

edited August 23 in Updates & Changelog
Hi,

When I'm doing updates on the BeTheme template I'm continually getting download failures. The latest one I'm experiencing is updating the theme itself from v20.9.5.8 to v20.9.5.9.

This is the error:

Updating Theme Betheme (1/1) 

Downloading update from http://api.muffingroup.com/theme/download.php?code=licensekeywashere

An error occurred while updating Betheme: Download failed. cURL error 56: Recv failure: Connection reset by peer



Can you please advise if there is a setting that may be an issue here?

Thanks,
Quaetapo

Comments

  • edited September 5
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  • Hi Pablo,

    I've spoken to the hosting provider and they can't isolate the issue. It seems to be when trying to update from your servers, as other updates occur fine.

    The hosting provider did suggest checking if you are compatible with PHP 7.2? It may be than I need to go back to 7.1 or 7.0.

    thanks,
    Quaetapo 
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  • Hi Pablo,

    I looked to change the PHP version, but I'm still experiencing the same problem.

    Is there a means to update it manually?

    Thanks,
    Quaetapo
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  • Hi Pablo,

    They're looking into it further, but as the hosting team advise that the CURL library is already installed.

    They would like to know what the curl command being run is.

    Thanks,
    Quaetapo
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  • Hi Pablo, 

    Thanks for getting back to me. I'll progress this next week when I'm back in the office.

    Regards,
    Quaetapo
  • Hi Pablo,

    I've sent through a support request with the information you asked above.

    Regards,
    Quaetapo
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  • edited September 28
    Hmmm, that's really weird, because I'm not having this problem with any other plugins or themes. In fact, we use the Salient theme for our main site and there aren't any problems.

    While you say it's a "hosting provider problem", that's slightly incorrect. It is a problem with your theme and I would just like to get it resolved.

    The link you sent me isn't really helpful for going to my hosting provider with a clear request of what it is they apparently need to do. Would you be able to provide some clear instructions, so I can get the matter resolved?

    All that said, I am going back to the hosting team and hope they don't simply send me back to you again. 

    I appreciate your assistance in getting your theme to work correctly.
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  • Hi Pablo,

    This is the response from our hosting provider:

    Lee G.
    Support - 04-10-2018 14:21
    Hi,

    From a hosting point of view, we have found the below

    I have checked Apache error logs which has returned the below errors, indicating something is wrong with some plugins. But I do not think this is your issue
    ---------
    apache_error-20171003:Oct 3 04:32:55 httpd #1 /home/achievea/public_html/wp-content/plugins/fb-instant-articles/vendor/facebook/facebook-instant-articles-sdk-php/src/Facebook/InstantArticles/Validators/Type.php(39): Facebook\InstantArticles\Validators\Type::is(false, 'STRING', true)
    apache_error-20171003:Oct 3 04:32:55 httpd #2 /home/achievea/public_html/wp-content/plugins/fb-instant-articles/vendor/facebook/facebook-instant-articles-sdk-php/src/Facebook/InstantArticles/Elements/InstantArticle.php(123): Facebook\InstantArticles\Va in /home/achievea/public_html/wp-content/plugins/fb-instant-articles/vendor/facebook/facebook-instant-articles-sdk-php/src/Facebook/InstantArticles/Validators/Type.php on line 182
    ---------

    I have checked php error logs, which have returned the below errors (this can be seen in cPanel -> ~/public_html/error-log). This indicates an error with the theme and some notices with some plugins.
    ---------
    [04-Oct-2018 04:43:24 Australia/Sydney] PHP Fatal error: Uncaught Error: Call to undefined function get_header() in /home/achievea/public_html/wp-content/themes/salient/index.php:1
    Stack trace:
    #0 {main}
    thrown in /home/achievea/public_html/wp-content/themes/salient/index.php on line 1
    [03-Oct-2018 23:41:24 UTC] PHP Notice: Undefined index: description in /home/achievea/public_html/wp-content/plugins/envato-market/inc/class-envato-market-api.php on line 376
    [03-Oct-2018 23:41:28 UTC] PHP Notice: Undefined index: description in /home/achievea/
    ---------

    On your side ou can turn on Wordpress error logging -> https://support.digitalpacific.com.au/en/knowledgebase/article/wordpress-how-to-enable-debuging
    Which may provide more insights as to whats going on

    The error thrown that CURL dosen't work, dosen't indicate much as CURL is enabled and working on your cPanel account as previously shown. Infact, if CURL didn't work, you would not be able to install any plugins or themes on your site. For more information on what CURL is, please view this article -> https://deliciousbrains.com/php-curl-how-wordpress-makes-http-requests/

    I would suggest looking to fix the above and asking the developers for more help. The only thing I can see that may be causing issues is that you have wordfence installed. Have you tried disabling this to see if it works? Being a application firewall it could be causing your issue.

    Please let us know if we can be of further assistance.

    Regards,
    Lee G.
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  • Hi Pablo,

    The Wordfence team have kindly helped me identify a line of code in our primary site that looks like it might have also been affecting this site and was affecting certain functions. Not sure why that would be, however the upshot is that after removing that code the update worked.

    Thank you for you patience while I worked through this issue.

    Cheers,
    Quaetapo
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