Brandon C

Hi David,

Thanks for reaching out with your Total Upkeep questions! It sounds like you may need to reconfigure and authorize Google Drive in your Total Upkeep settings. You can follow this guide to learn how to do just that.

I hope this helps! Please let us know if there’s anything else that we can answer for you.

Hi David,

Thanks for reaching out with and thank you for using the Grid One theme with BoldGrid Post and Page Builder for WordPress!

The Grid One theme is considered one of our legacy themes and customizer controls are somewhat outdated so its not as intuitive as it should be so I definitely see how you got stomped here after testing it myself.

I was able to center your image with some custom CSS. You might have to adjust the amount of pixels a bit to get it to display properly on your end but if you visit the Advanced > Custom JS & CSS and add the bit below it should help:

.boldgrid-section img:not(.aligncenter) {
    margin-left: 150px;
}

If you’re looking for a theme that gives you more control over your site design and customization I would definitely recommend our Crio Pro WordPress theme. Crio builds on Grid Ones controls and design approach but there are over 400 easy to use and fully customizatable settings that make small changes like this effortless.

I hope this helps David!

Hi Shari,

Thanks for reaching out with your BoldGrid Post and Page Builder questions!

If you add your custom HTML directly to the widget area in your theme it will appear globally. In order to add a custom widget to a homepage you’ll need input the form directly into your page in the Post and Page Builder.

Simply find the area on your page where you’d like to add your HTML and switch to the “Text” editor of Post and Page Builder to add your HTML. After adding your HTML switch back to the “Visual” editor to inspect your changes.

I hope this helps!

Hi Lily,

The Premium Connect Key should be a numerical sequence and not a link. You’ll need to input the premium key itself to activate the license.

Are you able to send us a screenshot of what you’re experiencing?

We look forward to assisting you further with this!

Hi Lily,

No worries, you can use your premium key on the sites your managing through your agency as well.

Hi Lily!

Thanks for reaching out with your Total Upkeep questions! After your premium license key purchase you’ll be able to use the key on as many projects as you choose as long as you own the site you’re working on.

I hope this helps!

Hi Eric,

Thanks for reaching out although I’m sorry to hear you’re having some Cloud WordPress and Billing issues on your account. Your issue with Cloud WordPress is likely due to your subscription expiring.

Are still able to access your BoldGrid Central Account?

If so, log in and click the “Support Center” (question mark) icon in the top right corner and scroll down and select BoldGrid Premium Support.

BoldGrid Premium Support is a private forum so we’ll be able to pull up and inspect your account information to see what’s going.

I hope this helps Eric!

We really appreciate you for working with us on this!

From what I see here it looks like some deprecated PHP items. I’ll get this error log over to our devs right away and we’ll get right back to you with an update!

Also would you mind sending us the URL you’re using to log in to the site?

Hi Will,

I spoke with our developers and they confirmed. If you have access to the site database then you can update the password directly from there. You’ll need to find the account in the users table, enter the new password in the row and save it with MD5 encryption.

You also want to sure that you’re accessing correct website. I know of cases where the user updates the password in the original WordPress installation and then tried using the new password on their actual website.

Thanks Will,

It’s actually a good thing that we can confirm the users imported correctly. We have a guide on 5 ways to reset your WordPress password that you might benefit from going over. Specifically the PhpMyAdmin, Adminer, Or Another Database Admin Tool section.

You should at the least have the ability to login and/or modify your credentials from the server level. Once you’ve accessed the site I’d be interested in taking a look at your restoration log to see if we can determine why this happened.

Thanks Will. I hope this helps!

Hey guys,

We’re really trying to get to the bottom of this issue. It would be a great help if we could get an error log from one of you so that we can have this resolved ASAP.

Thank a lot! We hope to hear from you soon!

Hey Will,

No worries! I’m happy you managed to get your backup to complete! Sorry to hear you’re having trouble logging in now! If your attempting to log in using your user name try inputting the email address associated with the account instead to see if it allows you to log in that way.

You can also reset the password on the account from the login screen.

Thanks Will! Let us know if there’s anything else we can help with!

That’s great to hear Jason!

We’ll definitely be right here if you have any questions for us, I hope everything works out!

Thanks Kara,

I’m sorry to hear you didn’t make any progress there. It’s possible that image is tied to a row. One thing we can do is review your code on our end if your don’t mind creating a Github Gist for us.

All you have to do is open your page in the Post and Page Builder and click the “Text” editor tab. The raw HTML will appear in the editor. Copy/paste that html into your gist and create a link to share with us.

We’ll review your code and tell you exactly what you need to do to make your changes.

Hi Will,

My apologies, I initially thought your database backups were failing and I did not realize you were actually attempting a restore. Your backup information was very useful but we’ll also need to review the restore log.

Navigate to Total Upkeep > Tools > Logs and look for the log with a filename similar to restore-XXXXXXXX.log and a timestamp corresponding to the restoration we’re working with as well.

Thanks a lot Will!

Hi Will,

Total Upkeep makes a log every time you create a backup, so that’s going to be the place we want to check first.

Navigate to Total Upkeep > Tools > Logs and look for your most recent log. It will have a name like archive-XXXXXXXX.log. If you can copy that and paste it here, we’ll be able to get some more information about what went wrong.

Thanks Will, we look forward to assisting you further with this!

Hi Steve,

Thanks so much for reaching out. I think you may have gotten our BoldGrid products confused with Bold themes.

You can reach support for Bold themes from this link. I hope this helps!

Thank you Ethan,

Can you tell us your PHP version? We’ll need to test this issue on our end to see if we’re able to replicate the error.

You can find your PHP version for the Tools > Site Health section of your WordPress Dashboard. It would also be a great help if you could copy/paste your list of active plugins into the thread here.

Thanks Ethan, we look forward to assisting you further with this.

Thanks for reaching out with your Total Upkeep questions!

I’m sorry to hear you’re having issues but we let’s see if we can help you out. The fact the your backup is timing out with this error generally points toward hitting limitations in your server resources.

You should try changing the backup compressor type to see if that allows the backup to complete. Navigate to Total Upkeep > Settings > Backup Process. If System Zip is available, choose that option. System Zip is significantly faster than the PclZip or ZipArchive libraries, and may use fewer resources. Attempt to create another backup using the Default compression level.

If the backup still fails, try reducing the Compression Level. A setting of 0 will not compress the backup at all, using the lowest amount of CPU and memory. This does mean that the Disk Input/Output is increased due to the larger file size, however.

If your backups are still failing after switching the Backup Compressor and Compression Level, set the Compression Level back to Default, and check the box to enable the Filelist Analysis. Attempt to create another backup.

Navigate to Total Upkeep > Tools > Logs, and look for the most recent log that ends in filelist.log. Examine the filelist and look for any very large files or directories. You can then delete those files if you don’t need them, or exclude them from your backups to conserve resources.

I hope this helps! We look forward to assisting you further with this.