Error when Updating BeTheme

Barney68 · August 2018

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

Pablo · August 2018

Hi,

Please disable all of the plugins, clear cache and check again.

Also please contact your hosting provider and ask him about this because it's hosting related issue.

Thanks.

Barney68 · September 2018

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

Pablo · September 2018

This can be issued because of this PHP 7.2, it's very common.

Please, downgrade your PHP version to 7.0

Thanks.

Barney68 · September 2018

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

Pablo · September 2018

Hi,

Please contact your hosting provider and ask him if the CURL librabry is intalled in your current PHP version.

Thanks

Barney68 · September 2018

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

Pablo · September 2018

Hi,

Please go to your FTP, create a php file with phpinfo() function inside and send us a link to that file, license key, wordpress admin credentials privately thru the contact form which is on the right side at http://themeforest.net/user/muffingroup#contact so we can have a look on your server settings. The problem is probably related to limits but to be sure which one is the reason, we need that link. For more details about file creation, please visit https://mediatemple.net/community/products/dv/204643880/how-can-i-create-a-phpinfo.php-page.

Notice!
1. If you are chatting with support via email, please do not post here.
2. Attach your license key and the WordPress admin login credentials.
3. Send a link to this discussion, so the email support knows where to look.

Thanks

Barney68 · September 2018

Hi Pablo,

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

Regards,

Quaetapo

Barney68 · September 2018

Hi Pablo,

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

Regards,

Quaetapo

Pablo · September 2018

Hi,

This is not the theme issue.

We've been on your website and this is a hosting provider problem.

It must been some firewall or other server settings

We found this information online:

https://github.com/curl/curl/issues/1016

Thanks.

Barney68 · September 2018

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.

Pablo · September 2018

All of the CURL errors we get on the forum are not theme related, it is
the hosting provider that is blocking the incoming connection from our
API and you should contact him to solve this issue.
Cheers

Barney68 · October 2018

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.

Pablo · October 2018

Hi,
These issues are not related with BeTheme.

All of the issues are from your plugins and other theme named 'Sailent'.
Please remove the wordfence plugin and other mentioned in error above.

Also please remove the "sailent" theme because as you see, he's issued too.
Then try to update BeTheme, if this won't help, you have to contact the hosting provider again.
Thanks.

Barney68 · October 2018

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

Error when Updating BeTheme

Updating Theme Betheme (1/1)

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