Error on theme activation
Good afternoon,
We purchased five themes through Envato Market and, during the installation process, when activating BeTheme, a fatal error occurs:
“A critical error occurred on this website. Please check the site admin email inbox for instructions. If you continue to have problems, please try the support forum.”
This is the first time this error has happened to us, as in previous installations for other websites we did not encounter any issues.
In the WordPress email, the error shown is the following:
# “Error details
An error of type E_ERROR was caused in line 4 of the file /home/equipotel/public_html/wp-content/themes/betheme/functions/modules/svg-sanitizer/data/XPath.php. Error message: Uncaught Error: Class "DOMXPath" not found in /home/equipotel/public_html/wp-content/themes/betheme/functions/modules/svg-sanitizer/data/XPath.php:4
Stack trace:
#0 /home/equipotel/public_html/wp-content/themes/betheme/functions/modules/svg-sanitizer/load.php(12): require_once()
#1 /home/equipotel/public_html/wp-content/themes/betheme/functions.php(201): require_once('/home/equipotel...')
#2 /home/equipotel/public_html/wp-settings.php(739): include('/home/equipotel...')
#3 /home/equipotel/public_html/wp-config.php(102): require_once('/home/equipotel...')
#4 /home/equipotel/public_html/wp-load.php(50): require_once('/home/equipotel...')
#5 /home/equipotel/public_html/wp-admin/admin.php(35): require_once('/home/equipotel...')
#6 /home/equipotel/public_html/wp-admin/themes.php(10): require_once('/home/equipotel...')
#7 {main} thrown”
How can we resolve this, considering that the five licences appear to be corrupted?
Comments
Hey,
Please contact your hosting provider, and ask if your server has php-xml extension enabled. If not, please activate it.
If yes, please send us the WordPress dashboard and FTP access privately through the contact form, which is on the right side at [Links visible only for registered users] and we will check what might be the reason.
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
We have received your private message. As you sent it, I understand that you contacted your hosting provider regarding the php-xml extension, right?
Anyway, the WP dashboard does not work:
Are you sure that the address is correct?
Best regards
We’ve never had any issues with our hosting provider regarding this extension, but we can ask.
Could you try logging into the WP Dashboard now? We’ve deactivated Betheme; if you activate it, the error we discussed will occur.
I explicitly requested in our very first message that it is crucial that you contact your hosting provider first before sharing your credentials with us, so if you would be so kind as to do that, it would be great.
Anyway, WP dashboard access still does not work, and the same thing happens as in my last screenshot.
Best regards
We have confirmed that this extension is enabled.
We tested this with another client's site, and the error is the same.
We have been buying your themes for the past three years without any issues; that is precisely why we purchased five themes from you at once.
We also tested using older files installed on other websites—and those work—but they lack the newer pre-built websites we want to use. Therefore, we know the problem must lie with these five themes we purchased.
The WordPress credentials we provided are correct; we tested them again and were able to log in.
We keep receiving the "Not acceptable". Do you not have any regional restrictions on accessing the set for your website?
We are located in Poland, so if there is any restriction, you could add it to the whitelist.
Thanks