Brandon C

Hi Andrew,

Thanks a lot for reaching for reaching out. I’m assuming you’re referring to purchasing more Cloud WordPress instances through your BoldGrid Central account.

If so, you can log directly in to BoldGrid Central account and contact our billing team through the premium support channel. BoldGrid Billing Support can help you purchase more Cloud WordPress Instances.

To access premium support follow this link and log in to BoldGrid Central. From there click the help (question mark) icon in the upper right corner and scroll down a bit and be sure to select “Premium Support”. Let our support team know what’s going on and they can help you get this sorted out.

I hope this helps Andrew. Please let us know if there’s anything else that we can answer for you, or if you were referring to something else.

Thank you!

Hi Kristen,

Thank you for reaching out! I inspected your site and I see you’re using BoldGrid Post and Page Builder. You can follow this guide for help locating where you should enter your premium key. You can also use your BoldGrid Central account to contact our billing team through the premium support channel to further investigate.

To access premium support follow this link and log in to BoldGrid Central. From there click the help (question mark) icon in the upper right corner and scroll down a bit and be sure to select “Premium Support”. Let our support team know what’s going on and they can help you get this sorted out.

I hope this helps Kristen. Please let us know if there’s anything else that we can answer for you here in the technical forum or if the premium key purchase was for a different product.

Thank you!

Hi Misa,

I opened one of your products and went through the checkout process. I see the branding added by your paypal payment plugin but I don’t see any extra branding. Check screenshot here – https://ibb.co/xXW95gg

If you would like to remove the paypal button entirely this option is set in your WooCommerce “payment” settings.

As for the coupon box it may have it’s own CSS depending on how you incorporated it but if you could direct us to where it’s located on your website we’d be happy to have a look at that as well.

Thanks Misa!

Hi Misa,

Thanks for reaching out with your Crio WordPress theme questions.  Your paypal plugin is likely adding a button or some additional meta that’s populating on your page.  If you could link us to your checkout page or one of your products so that we can test the checkout process we’d be happy to take a look and give our best suggestions on how we would go about resolving this.

Hi Mehria,

Thanks for your response.  For clarity, do you mean that you wish to remove the current video and replace it with another?  I’m inspecting your page and this background video is the only actual media I see.  We can help with removing the current background video if that is in fact the problem.  We had a similar question from a user on implementing a video background please review that support topic I think it will help.

Hi Mehria,

Thanks for reaching out with your Crio WordPress theme questions!  I see you’ve created a video background for your theme.  How can we help with this incorporation?  If you let us know exactly the issue you’re facing I’m sure we can give our best suggestions on how to go about resolving it.

Thank you, we look forward to assisting you further with this!

Hi Brad, if you haven’t already could you please try the workaround Andy mentioned above to resolve the button issues.  It’s a simple change.  You just need to access the customizer and make a change to the color palette. once you save the changes this should trigger the theme to rebuild the missing CSS file and should restore your button styling.

As far as performance this could be due to a number of factors.  It could have to do with server side resources allocated to the site, your type of hosting plan, server type etc. Make sure your hosting plan is sufficient for your website’s needs. You’ll also want to ensure your hosting environment is running on the latest stable version of PHP. Higher PHP versions can offer performance improvements.

The best way to start optimizing your website for speed is by using tools like like GTmetrix, Pingdom, or Google PageSpeed Insights to analyze your site’s performance and get specific recommendations.

I hope this helps Brad!  Please let us know if we can assist you further with anything.

Hi FSC,

Google Drive backups is a feature that is included in Total Upkeep premium.  So you would need the premium version installed on your WordPress site and then follow this guide to configure automated backups with Google Drive and Total Upkeep.

I hope this helps!

Hi Yalia,

Thank you for reaching out.  You can contact our billing department directly from your BoldGrid Central account for refunds on BoldGrid services.  If this is for a W3 Total Cache subscription that is handled by a specific billing department and they can be reached via the form at this link.

I hope this helps!

Hey Gerard!

That’s awesome to hear, I’m happy one of the workarounds worked for you. If you experience this problem in the future just run through these suggestions once more. We’re working to identify and patch the issue to be sure it never happens again so stay tuned for that update!

Thank you, let us know if there’s anything else we can assist you with. We’re always here to help!

Hi Gerard,

Sorry to hear that didn’t resolve the issue. We’re having some trouble replicating it on our end and I see that your website is hosted by our premium partner InMotion Hosting which means you should have access to our premium support channel.

If you can reach out to the premium forum, with your permission we can take a backup of your website to allow our developers to test in our own environment. We’ve been notified of the issue but we’re having trouble replicating it on our end so that would be a great help.

Looking forward to working through this with you Gerard!

Hi David!

I just noticed that you already have a ticket in with Premium Support and you were working with Andy so we’ll just move all contacts moving forward to that forum in order to keep everything in one place.

Thank you, and I hope we can help with a speedy resolution!

Hi David,

Thanks for reaching out.  I went ahead and looked up your account and I only see the connect key listed and not a premium connect key that would enable your Total Upkeep Premium features.  Is it possible that you were previously hosted by one of our premium hosting partners which would have given you a free connect key? If that’s the case you would need to purchase a new Total Upkeep premium subscription.

It is possible you that you have another account that is attached to the premium key.  You can check your BoldGrid Central account under the premium keys section to obtain it. You may need to follow this link to reset your BoldGrid Central account password.

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

Hi Melissa,

Thanks a lot for reaching out although we’re sorry to hear you having trouble with your Cloud WordPress install.  I see you already have a ticket in with BoldGrid Premium support and they’ve already began assisting you.  In order to better assist you we’ll just keep everything in the private channel that way all of the information we share is in one place.

Thanks Melissa, I wish you a speedy resolution!

Hi William, thank you for reaching out.

I do apologize for the inconvenience but you should be able to access premium support directly from your BoldGrid Central account to cancel your subscription. We should be able to look up the account using the last four digits of the card you used to make your purchase.

This is a public forum and we only handle technical matters here but our premium team will definitely assist you with processing your refund and cancelling your account.

Thank you.

Hi Avi,

Thanks for sending over your file-list analyst.  Just looking at the file one thing that stands out are the large images. I know you said you were having trouble excluding certain media files but your W3 Total Cache plugin has a lossless compression feature that can optimize your images by converting them to WEBP format.

I noticed another backup file here which can be excluded.  There’s no need to backup a backup file:

[2024-07-01 14:49:14 UTC] (11) wp-content/uploads/backup/2021/09 – 52.51 MB

We also spotted this file wp-content/plugins/w3-total-cache/codecov – 44.75 MB which actually shouldn’t exist in your current installation. The “codecov” file was removed from the 2.7.3 tag and trunk on the SVN, so the download ZIP does not contain it. Some sites that updated before the build artifacts were removed will contain them. This is a simple fix and it shouldn’t affect the backup in any way.You can either reinstall the 2.7.3 or just wait for the next Total Upkeep update.

Moving on, you can see in your last failed backup log the Max Execution Time Error is resolved and now the backup is failing without actually detecting any fatal errors.

If you look here on your latest failed backup:

[2024-06-18 18:37:48 UTC] Starting to close the zip file.
[2024-06-18 18:37:48 UTC] Memory usage – limit / current / peak memory usage: 1073741824 / 55237192 (52.68 MB) / 69363216 (66 MB)
[2024-06-18 18:37:49 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:37:54 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:37:59 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:04 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:09 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:14 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:19 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:24 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:51 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:55 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:00 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:05 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:10 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:41:12 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:43:12 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:45:07 UTC] Backup process running: No

It looks like Total Upkeep began closing the zip at 18:37:48 UTC and the last time we saw it running was 18:43:12 UTC That means the backup was running successfully for 6+ minutes and timed out for some reason.

In this case, when there are no error messages and the backup suddenly stopped, you’ll need to contact your web host for more help. Basically what’s happened is the backup was running correctly for 6+ minutes but something killed the process after that. Because the backup process was killed by the web server itself Total Upkeep does not log the exact error message. Which is why we need the web host to determine what’s killing the process from the server end.

They may be able to increase your resource limits to allow the backup to successfully complete. I hope this makes sense. Please let us know if we can answer anything else for you!

Hi Abiye,

Thank you for reaching out.  Total Upkeep Premium isn’t rigorously tested with WordPress Multisite.

That said, it can be installed on the network and be used by the network super-admin, and it will back up the entire network, but not individual sites. I’m not sure if this will be suitable for your needs but those are the limitations.

Thank you. We’re happy to answer any other Total Upkeep questions you may have!

Hi Glenn,

Thanks for reaching out although I’m sorry to hear you having trouble with BoldGrid Inspirations. I think the first thing we need to find out is if Inspirations has ever worked for you before or if this is your first time setting up the plugin.  I see you mentioned you’re running WP version 6.5.5. Had any changes been made to the site recently like WordPress core, or theme/plugin updates?

If you’re able to provide an error message we can diagnose the issue further for you.  You may need to enable WP_DEBUG to get an accurate error read out.  We also recommend reaching out to your web host EasyWP support to check for server-side errors or logs that might indicate the issue.

Thank you, we look forward to getting more details on your issue and helping you resolve this Glenn!

Hi Brad,

No offense taken, I actually took the time to write all that out for you so if you think it’s good enough for the support center we’re definitely going to add it!  I think the issue may be that you can’t see our previous threads so our conversation is a bit off. In your first response you inquired about a BoldGrid theme that would work well with WooCommerce.  This lead me to recommending Crio WordPress theme for your specific needs. You asked for advice on simple site elements like:

• A home page
• An About page
• A blog where I will be publishing multiple blog posts
• An e-commerce site

In your reply to my response you mentioned that you “tried to install 2 of the Crio themes but installation failed.”

to which I explained that Crio was a free standalone plugin that could be downloaded from the WordPress repository.

You also asked for information about your BoldGrid subscription so I gave you some ways to access your BoldGrid Central account to check that information and download premium.

It wasn’t until the next response that you mentioned you were having trouble with a 404 issue at your site.  I assumed this was after installing the Crio theme so I mentioned Crio but gave you general information on how to go about resolving the 404 error.

Looking at both URLs there doesn’t seem to be an issue on my end so I’m assuming you’ve managed to resolve this.  If so that’s great but we’re always here to answer any questions you might have!

Thanks Brad

Hey Brad,

A 404 error indicating “Page not found” is a common issue in WordPress and can be resolved by following a few troubleshooting steps. Here are some methods to fix the 404 error when using the BoldGrid Crio theme.

1. Check Permalink Settings

Reset Permalinks

1. Go to Permalink Settings:
   • Navigate to Settings > Permalinks in your WordPress dashboard.
2. Save Changes:
   • Without changing any settings, click the Save Changes button. This will refresh your permalink structure and often resolves 404 errors.
3. Test the Page:
   • Try accessing the page again to see if the issue is resolved.

Change Permalink Structure

1. Select a Different Structure:
   • Change the permalink structure to something different (e.g., from Post name to Plain), save changes, then revert back to your preferred structure and save again.
2. Check for Custom Structure Issues:
   • If you’re using a custom permalink structure, ensure it is correct and does not conflict with other settings or plugins.

2. Verify Page Exists

1. Check Page URL:
   • Ensure the URL you’re trying to access matches the page slug in your WordPress dashboard.
2. Page Status:
   • Go to Pages > All Pages and ensure the page is published and not in draft or private mode.
3. Recreate Page:
   • If the page still doesn’t appear, try creating a new page with a similar slug and see if it resolves the issue.

3. Review Theme and Plugin Conflicts

Deactivate All Plugins

1. Disable Plugins:
   • Go to Plugins > Installed Plugins and deactivate all plugins.
2. Test the Page:
   • Check if the 404 error is resolved. If it is, reactivate plugins one by one to identify the conflicting plugin.

Switch to a Default Theme

1. Activate Default Theme:
   • Temporarily switch to a default WordPress theme like Twenty Twenty-One.
2. Test the Page:
   • If the page loads correctly, the issue may be with the Crio theme or its settings.

4. Reinstall the Crio Theme

1. Backup:
   • Backup your current theme settings and data.
2. Reinstall Crio Theme:
   • Go to Appearance > Themes, switch to a default theme, delete Crio, and then reinstall it.

These are initial troubleshooting steps for this issue Brad.  Let is know if any of these doesn’t resolve the issue and we’ll troubleshoot further.

Thank you!