BETheme v28.3 breaks site

ECSCA2019 · February 27

I updated to v28.3 today, and whenever i click on Edit with BeBuilder, it fails and i get this message.

There has been a critical error on this website. Please check your site admin email inbox for instructions. If you continue to have problems, please try the support forums.

I restored to last nights good backup and it fixed the error.

Is there something going on with the latest version?

Thanks.

Terry

Phil · February 28

Hello,

Please, turn off all of the plugins, refresh your cache, and check if the problem persists.

Moreover, if you use a child theme, switch to the parent, and recheck it.

If this will not help, please send us the WordPress dashboard and FTP access privately through the contact form, which is on the right side at https://themeforest.net/user/muffingroup#contact and we will check what the reason might be.

Notice!

Please attach a link to this forum discussion.

Sending incorrect or incomplete data will result in a longer response time.

Therefore, please ensure that the data you send are complete and correct.

Thanks

ECSCA2019 · March 5

To grant you admin access you’ll need to use 2fa, and set up the account on an authenticator app.

will you do that?

Thanks

Phil · March 6

Please disable 2FA for the troubleshooting period.

Thanks

ECSCA2019 · March 6

so i tested disabing all plugins and then did the update... it failed again and i was getting the same error. I then changed from the child theme to parent theme and the same thing happened.

I will send you credentials early next week so you can jump on and test yourselves.

Thanks.

Terry

ECSCA2019 · March 14

I saw you released v28.3.1 so i tried applying that to see if it improved the failure issue, which it did not.

I updated to v28.3.1 and the site got the failure error notice.

I then disabled all the plugins and the error was the same.

I then moved off the child theme to the parent theme and the site returned, but obviously media content etc was not available as the plugins were still not live.

I then enabled the plugins and the site came back up again, but when i tried editing with BeBuilder it crapped out again.

I just restored the site to my previous backup and its working fine again.

Please advise a window for next Monday or Tuesday for you to jump on my site so i can prepare security for you and i'll run a backup prior to you logging on, i'll send you credentials prior to the window of time you give me.

Thanks.

Terry

Phil · March 16

Please send the credentials in a window between now and 4 PM (CET), or in Tuesday bewteen 9 AM and 4 PM.

Remember to attach all required information.

Thanks

ECSCA2019 · March 16

I just sent all the access requirements to you through Muffin Group so you should be all set for the morning to help figure out what is going on with the update failures.

Thanks.

Terry

ECSCA2019 · 8:11AM

Site backed up. Everything else is ready for you to access the site.

Phil · 11:03AM

You did not attach FTP credentials.

Anyway, I have checked that, and after disabling all your plugins and a child theme, then the BeBuilder loads correctly:

It means that the culprit are both one of your plugin and your child theme.

Are you sure that you disabled all plugins before and a child theme?

Best regards

ECSCA2019 · 11:42AM

Phil,

Thanks, but yes, i did them in the steps you recommended.

I just tried to edit a page and it failed with the same error... I then tried another page and it did the same.

There has been a critical error on this website. Please check your site admin email inbox for instructions. If you continue to have problems, please try the support forums.

Learn more about troubleshooting WordPress.

Please can you tell me what the next steps are or should i roll back to the backup i took earlier while you research it further?

Terry

Phil · 1:02PM

Let me get this right. You disable plugins and the child theme, edit a page, and after saving, the error appears, or does it appear earlier?

Anyway, if you want us to check it further, we will need FTP access.

Best regards

ECSCA2019 · 1:16PM

I sent FTP credentials to you through a Muffin Group ticket.

Thanks.

Terry

ECSCA2019 · 1:22PM

Also.... i am confused as to how you can edit using BEBuilder and i get the error message, so i created a new admin account to try using and that new account has the same issue.

Terry

Phil · 1:38PM

Can you additionally attach a video showing the steps you proceed, please (including disabling plugins and the child theme)?

I will try again, following your steps exactly.

Thanks

ECSCA2019 · 1:54PM

All i did this morning is log into the website after you updated your theme to v28.3.1 (which it is showing me is the latest version) then I went to the same page that you tried editing with BEBuilder and then I get error message, so its the same issue that I had before you successfully updated the site.

If you are asking me to restore the last backup and then go through the update process again, it seems to defeat the purpose of you successfully updating and then being able to edit.

how can you edit and not me on the same website with the same page on the same BE Theme version?

Thanks.

Terry

Phil · 1:59PM

No, I do not need to revert the backup, as we cannot fix something that does not occur.

I could edit the page with BeBuilder because I disabled all plugins and child theme. I activated them back to leave your website in the same state as I entered it.

Did you disable all plugins and child theme before testing?

ECSCA2019 · 2:32PM

OK... I disabled all plugins and then activated the BETheme theme (not the child) and I was able to edit a page with BEBuilder successfully.

I then swapped out the theme to the child theme (leaving all the plugins disabled) and that's when I get the site error message again.

I then enabled all the plugins and went back to the parent theme and still got the error message.

I looked through my history and saw there was a notificaton from wordpress that the WooCommerce Product Add-Ons plugin failed to update (with an error) so I disabled that plugin and i'm now able to edit pages in both the BETheme & BETheme Child theme with all the other plugins enabled again.

Is the WooCommerce Product Add-Ons plugin error/failure issue something your team can fix or do I have to go to WooCommerce to ask them what the issue is?

Terry

Phil · 3:00PM

As we narrowed down the culprit, we can take a closer look at this, but the FTP credentials you sent does not work:

Are you sure that they are correct?

Best regards

ECSCA2019 · 3:32PM

I am traveling and having difficulty getting an FTP client to work, so I updated the pwd using the pwd I already gave you.

Please try again making sure you use the port I gave you too.

Thanks.

Terry

ECSCA2019 · 5:58PM

Update.. I managed to install an FTP client on an old Chrome Book and used the credentials to successfully connect.

BETheme v28.3 breaks site

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