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  Public Ticket #3756828
update caused issue
Closed

Comments

  • usability247 started the conversation

    Hello, our site went down over the weekend and I received an automatic email saying: "

    WordPress has a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

     In this case, WordPress caught an error with your theme, TheGem."

    I contacted our hosting company IONOS and they have managed to get the site back up but the Gem theme seems to still be causing an issue and they can't fix it. I need technical help fixing the issue as it is beyond my skillset 

  • pcad2017 replied

    Same thing happened to me when my site auto updated to version 5.9.9.1 over the weekend. I hope they can patch this issue ASAP.

  •  7,092
    Oliver replied

    @usability247,

    Hi, 

    as I can see you have installed TheGem Elementor theme version and removed TheGem WPBakery. Elementor and WPBakery are not compatible with each other. I have deactivated TheGem Elementor and reinstalled TheGem WPBakery, can you please check your website now? (please clean up your browser cache). 

    Please note if you comment on your ticket before we reply, your ticket will be pushed down of the tickets list. 

    Regards, Oliver

  •  7,092
    Oliver replied

    @pcad2017, 

    Hi, 

    Kindly submit a separate ticket and provide your URL and wp-admin access details, we will check your configuration. 

    Please note if you comment on your ticket before we reply, your ticket will be pushed down of the tickets list. 

    Regards, Oliver

  • usability247 replied

    Hi Oliver, I have checked my website and it appears to be working except for we are missing an element on the homepage (I have hidden the row which used to have a client logo carousel) and the background colour on the insights section is purple and I don't see how to control it as it is set as grey in the editor. Can you do anything with that or do I need to rebuild those page elements? I think IONOS may have removed WPBakery in trying to fix the site as I definitely didn't. 

  •  7,092
    Oliver replied

    @usability247

    Can you please share a link to this page with the row and this element as well as a screenshot explaining this in more details? Thank you. 

    Please note if you comment on your ticket before we reply, your ticket will be pushed down of the tickets list. 

    Regards, Oliver

  • usability247 replied

    it is the homepage: https://ux247.com/

    I have added two screen grabs for that including the homepage and also the page editor view.


    I have also added a screen grab of the "The brands we work with" section that I have hidden currently because it no longer shows the brands. This is also on the homepage. I have checked the client section and that is presenting OK.


    let me know if you need me to add more.



    Attached files:  Homepage Screenshot 2024-11-04 173723.jpg
      Page editor view Screenshot 2024-11-04 173823.jpg
      homepage client carousel Screenshot 2024-11-04 174009.jpg

  •  7,092
    Oliver replied

    Hi, 

    You can try to rollback the revisions of the homepage: 

    5201715353.png

    and check, which revision initiated those changes (please make a backup prior to restoring the revisions). At the moment I cannot see any clients carousel in code at the "The brands we work with" section and I cannot quite understand which colors exactly do you mean (what is now and what is should be)? Thanks. 

    Please note if you comment on your ticket before we reply, your ticket will be pushed down of the tickets list. 

    Regards, Oliver

  • usability247 replied

    thanks will do. I'll try tomorrow and thanks for your help.

  •  7,092
    Oliver replied

    You are welcome!

    Please note if you comment on your ticket before we reply, your ticket will be pushed down of the tickets list. 

    Regards, Oliver