Activating theme shuts down site

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  • #13678
    SassyEmerald
    Member

    I’ve downloaded Preference Pro and tried to install the zip through WordPress, which doesn’t recognise any installation file (sorry, didn’t record the actual message, but no installation files were detected). I went through the documentation and through the topic that’s already in this forum and did a manual upload.

    After logging back into WordPress I can see the Preference theme as an option but when I clicked activate there is something broken that fails to load the site. Every page, including the admin areas, fails, returning a 500 error. Without being able to change out the theme I removed WordPress from my server and reinstalled fresh (it’s a brand new install so no content yet). After adding the Preference theme again I went back to the Themes page; I can see Preference as an option, and I get the text blurb and the preview image, but when I click on Live Preview I get the blank page/failed load again so something is definitely broken, while I get a working live preview for the other default theme. I’m not going to try and activate it again for the moment, I’d like to get your thoughts on the matter first. I’ve paid for the pro version and love the look of the theme, so I am definitely going to run with it, I just need it to work first.

    Any idea what may be broken?

    Thanks for your help.

    #17656
    Sushil Adhikari
    Moderator

    My first assumption is that you installed the first downloaded file as preference-package.zip ? IF so, this needs to be unzipped first because inside that is the actual theme zip file that you install. As for the 500 server error, I’ve tried a new install on my local test site and was not able to replicate a 500 error….plus with the huge number of users of this theme, you’re the first to mention a 500 server error, so my guess it must be something else that is causing that. However, make sure there is no Preference folder in the theme’s folder of your WordPress and then unzip the Preference Package zip and then install the preference.zip that is inside that.

    If you still run into problems, please contact me with your login details and I will be more than happy to install this for you.

    #17657
    SassyEmerald
    Member

    Thanks for the response, I appreciate your time. WRT the zip file/s, this was done. I read through the documentation and this forum before posting, and after manually uploading the Preference folder WP recognises that the theme is there,. Due to the number of downloads I wondered if my error was a one-off or not, but it is worth checking as you mention having just repackaged the files so I am trying to rule out possible errors as I fault-find. I have uploaded as you suggest, and have tried several variations of the file structure as well (with the Preference-package and the Preference.zip & Extras folder) to see if a file is calling to a file path that isn’t right, but haven’t been successful. On that last point – would it be possible for you to release a screenshot of a working /themes/preference… folder structure as a part of the installation instructions, given that there is a little confusion with the Preference-package/preference.zip files.

    I am thinking more of a corrupt file, as I described above the theme is actually recognised by WP when I manually install it, as it displays a preview screen and the descriptive text on the Installed Themes page, but that the Live Preview for Preference fails to load anything, and when I activated the theme it returns white screens and I then couldn’t access any WP pages on the frontend and the backend.

    I love this theme, and do really appreciate your level of support. As I am installing this for a client I prefer to not pass on log-in details just yet. Hopefully I am doing something simple wrong and we can work this out quickly.

    #17660
    SassyEmerald
    Member

    Hi ST, have you had a chance to read the above? It’d be great to get this theme up and running.

    #17661
    Sushil Adhikari
    Moderator

    yikes… somehow I missed a follow up on your post which was 4 days ago…sorry about that. Anyway, there’s been a lot of users of this theme and I just now tested a new install of Preference on my local site (on my computer via XAMPP) and did not experience a problem. I fully understand the client and preference to not pass on the login details… so how about we try this if you are able to do this….setup a test site location either on a subdomain, sub directory, or anywhere I can get access to it. You will obviously need to install a clean WordPress for this, and then we can test a fresh install of Preference and see if it happens again for you there (all without touching or logging into your client’s site.

    If you are able to do this, contact me via email support from the Support page here on the site.

    #17662
    SassyEmerald
    Member

    Thanks ST, your level of support is indeed greatly appreciated. I’ll be in contact via email with some details.

    #17668
    SassyEmerald
    Member

    All sorted. I have to say that the level of support is of the highest quality. ST worked his magic, he had a look at my installation and fixed whatever it was that I had done to it, leaving me with a working theme – all with good humour and professionalism. Thanks mate, very much appreciated.

    #13679
    Sushil Adhikari
    Moderator

    Thank you for that, but what is important is that it’s all sorted out now and working for you 🙂

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