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Unable to update Be Theme from 20.9.5.5 to 21.7.4

Intelliguard1Intelliguard1
in Updates & Changelog
Hello, we have version 20.9.5.5 of the Be Theme and we're unable to upgrade it to version 21.7.4, when we try updating it through the WordPress admin in the Appearance/Themes area, we get an error that says "Update failed" with no reason for the error.  I'm the new developer working on this site, the old developer installed this theme in 2018, and I don't have their contact info or the full license code, but we can see that their license code is entered in the Theme dashboard, where it says "Theme is registered..." 

We purchased another copy of the theme on ThemeForest thinking we would enter their new license key code and then be able to update the theme but we appear not to be able to delete the old license - I'm not sure whether that would be necessary or not to upgrade the theme - if it is, can you let me know what I need to do to replace the old license code with the new license code? When I try to delete the old license code, I'm getting a message that says "This feature is disabled in White Label mode." 

I tried updating the theme via the Envato API and it won't work that way, either.

I'd rather not upload and overwrite the old theme files via FTP because though we're using a child theme, I am not 100% sure whether the original theme files were altered or not.  I have exported the theme settings via the WP Admin.

Please tell me the steps to take to update to the latest version of your theme.

Thank you!

Comments

  • PabloPablo
    Hello,
    First of all, please disable the white label mode, see the documentation:

    Then please, deregister the license key and provide the same or the new one and it should be fine.
    Also, before updating the theme, you should disable all of the plugins.
    Thanks
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  • christyabramchristyabram
    I can't update theme version. I am stuck on 17.
  • christyabramchristyabram
    I resolved the update issue. Now I am receiving a fatal error. 

    Fatal error: Uncaught RuntimeException: Error saving action: Table 'christya_wrdp2.wp_actionscheduler_actions' doesn't exist in
  • Intelliguard1Intelliguard1
    Hi Pablo,

    I have also contacted you via Themeforest to discuss further, since I have received a message to contact you about the license.
  • PabloPablo
    Did you update the betheme? The v17 is really outdated, you should install the new copy, from the scratch.

    Here is an instruction on how to update the theme:
    http://themes.muffingroup.com/betheme/documentation/#general
    Theme updates will not delete your content unless you have changed the
    files directly in which case we suggest using a child theme.
    We also recommend creating a backup file.
    Please remove the theme completely from your theme folder and install a
    fresh copy. Do not overwrite files.
    thanks

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  • Intelliguard1Intelliguard1
    edited June 2020
    Hello,

    I have replied again to your private message about the license key. Please
    reply with a solution that will allow us to install the theme update
    with the license key we just purchased instead of telling me to use your
    online license key verification tool - we don't have the full license
    number from the old license key from the previous developer and we don't
    have their email address (this theme was installed 3 years ago). I'd
    appreciate a more helpful reply, thank you.


    PS.: Since we bought a new license, and we're using a child theme
    with some customizations, if we replace the old parent theme via FTP
    and replace it with the new theme, and will it erase the old license
    info and ask at that point to enter the new license key? Let me know if
    this would work.

    Thanks
  • Intelliguard1Intelliguard1
    edited June 2020

  • PabloPablo
    Can you show me an error message which displays while updating the theme?
    About the license key, you can download the latest version of betheme from themeforest and remove the old betheme installation through the ftp.
    You will not lose any of the data because it's stored in the database, so feel free to do that.

    thanks
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  • Intelliguard1Intelliguard1
    edited June 2020
    Hi, here's the error message when trying to update through the WP admin:

    "An error occurred while updating Betheme: The package could not be installed. The package contains no files."

    Also, when trying to de-register the theme I'm getting an error message that says "Referer domain is different than registered domain. Please contact us using contact form on our Themeforest profile page:
    https://themeforest.net/user/muffingroup"

    So, if deleting the old theme via FTP and installing the new version via FTP with the new license solve the problem, that would be great. I'll try it.
  • Intelliguard1Intelliguard1
    Hello, deleting the old theme and installing the new version allowed removal of the old license and addition of the new one but the old parent theme apparently had some customizations made directly to it by the previous developers, so I will email you directly to discuss further.

    Thank you
  • PabloPablo
    If the "Referer domain is different" error appear, you have to contact us through the email, because I'm not able to solve that problem, only e-mail support can.

    thanks
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  • Intelliguard1Intelliguard1
    edited June 2020
    Hi, I have contacted your support team via email, thank you.
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