Jesse Owens

Hi Hicham-

Thanks for reaching out, and thanks for your interest in translating the Crio WordPress theme.

There is a POT file available in the languages directory of the compiled theme on the WordPress.org repository. If you create a translation, let us know and we’ll be more than happy to include it in future releases!

Hello Jan-

Thanks for reaching out! I can see your website just fine.

It sounds like you’re experiencing “DNS Propagation.” When a new domain name is created, its new IP address takes time to spread across the internet to all of the DNS servers in the world. Normally this is pretty quick, but it can take as long as 24 hours sometimes. Here’s a helpful tool you can use to check on your DNS propagation at many locations around the world: https://www.whatsmydns.net/

Hi Anthony-

Sorry to hear about the trouble installing W3 Total Cache Pro. A 500 error can be caused by a lot of different problems, so we’ll want to get a little more information to get you all fixed.

First, if this isn’t the first time you’ve had W3 Total Cache on this website, make sure you follow these steps to completely remove the old plugin data:

1. Check .htaccess file and remove W3TC configurations (make a backup of the file before deleting)
   W3TC will create many directives in .htaccess file to control the caching behavior. Each section will start and end with comments like “#BEGIN W3TC Page Cache core” and “#END W3TC Page Cache core”. Ensure that no residual entries are left over in your .htaccess file after deleting the plugin.
2. Delete the following files and folders from your /wp-content directory:
   1. cache folder
   2. w3tc-config folder
   3. object-cache.php (if it exists)
   4. advanced-cache.php (if it exists)
   5. upgrade folder
   6. w3-total-cache folder (if it exists)
3. Delete cached files from your CDN if you are using one
   Besides deleting all the relevant files, if you use CDN then ensure to purge the cached content from your CDN. This is necessary when you enable the minify option in W3TC settings. You should delete the minified and combined scripts and CSS files from your CDN server to avoid the site breaking on the browser.
4. Go to your WordPress dashboard and reinstall W3 Total Cache

If this is a brand new install, it’d be helpful to have the error messages from your Apache, NGINX, and PHP logs during the install process. Most web hosts have a way to check these errors from your hosting control panel, but if you have any questions your host can help you get these error messages.

If you’re still having trouble, since you have a Pro license, you can also contact our premium support using this form.

Hi Fabio and Andrea-

I wanted to let you know that we’ve just released Post and Page Builder 1.21.1 which improves compatibility between Advanced Editor Tools and Post and Page Builder.

Because both plugins use TinyMCE’s native table tools, if you choose to use both plugins some of the steps are a little different. Above Joseph included a screenshot of the “Insert (Row | Column) (Before | After)” controls, but if you’re using both plugins you’ll still need to use the Tables drop-down menu to insert rows and columns.

Tables that you’ve created with Advanced Editor Tools’ controls don’t respond to all of the customization tools in Post and Page Builder, but we’re working to improve the compatibility more in future releases. At least for now, they should at least work together without completely breaking the editor.

Hi Fabio-

Thank you so much for discovering the issue with Advanced Editor Tools, that helps us out a lot! I’ve created a bug report for our developers to get that problem fixed.

There are two ways you can solve the problem. First, if you mainly use Advanced Editor Tools for tables, you might be interested to check out the new Table tool in Post and Page Builder. We just added this new tool with the latest update to the plugin.

If you do need Advanced Editor Tools, I recommend rolling back to the previous version (1.20.2) of Post and Page Builder until we can fix the bug. You can easily do this with the WP Rollback plugin or by manually installing the 1.20.2 zip file.

Hello Wiliam-

Thanks for reaching out, we’ll definitely make sure you can get into your Cloud WordPress account.

I couldn’t find an account with the email address you provided in this question, but I did dig into invoices from that date and I was able to find another email address that should work. Since this is a public forum, I’ll obfuscate it, but hopefully you’ll recognize it:

j******7@v*********a.com

If you have any more trouble, send an email to our premium support address (support @ boldgrid.com) and we’ll be able to give you more details.

Hi Pia-

Thanks for reaching out! The exact scale and view of that image is going to be heavily dependent on the size of the device viewing it, so there isn’t an “ideal” size for it exactly.

You’ve already got the settings for the background set to show at the maximum vertical value, so changing a setting in the Post and Page Builder won’t really do the trick either.

There are two things you could do to show more of the landscape. I’d recommend cropping some of the sky from the top of the image. That will be the most reliable way to make sure the landscape is visible on different screen sizes.

You could also increase the height of the block by dragging the bottom row size slider down:
This will expand the size of the block to show more of the image, but it may look better on some devices than others.

Hi Jenjoom-

Thanks for your purchase of Total Upkeep Premium so that you can save your backups to Google Drive, I’m sorry to hear about the problems activating your purchase.

There are two possible solutions to the problem you’ve described. You mentioned you already updated the key, which is the most common solution. Double-check that you’re using the license key that Total Upkeep was added to.

The other possibility is that the premium extension plugin isn’t installed. Both the main free plugin and the premium extension are required to be active for you to get your premium features.

You can download the premium extension directly from this link. Then, you can install it from your Plugins > Add New > Upload option in your Dashboard.

If you’ve got both plugins active, I recommend reaching out to our Premium Support team so we can double-check your license key and make sure you get the features you paid for.

Hello Gerry-

Thanks for reaching out, we’ll do our best to help you get your client’s site back up and running.

I’m not seeing the same issues that you are, but I do see some problems. When I visit the site, I can load the front page and it seems to be normal, but all of the other pages in the menu lead to a 404 (not a white screen).

Generally speaking, when you see a “White Screen of Death,” the first thing that you should do is enable WordPress debug mode, debug log, and debug display.

If you’re not seeing a true “white screen of death” but instead the same 404 errors that I’m seeing, the most common thing to do in that case is to refresh your permalinks. You should also check the site’s .htaccess file to make sure it includes the Basic WordPress Htaccess Rules.

Since you use one of our Premium WordPress Hosting partners, InMotion, you can also take advantage of our Premium Support service as well, if you’d like us to try and take a closer look for you.

Hello Dedi-

Thanks for reaching out! I’m glad to hear you’re interested in trying out BoldGrid’s premium products.

You’re right that if you upgrade to a DreamHost package, you’ll get the full premium license at no extra cost with your hosting plan. In order to use the premium products before you upgrade, you could potentially purchase your own license directly from us. We offer a 30-day money-back guarantee if you decide not to keep your license.

However, I’d probably recommend moving forward with the upgrade. As one of our WordPress Hosting partners, DreamHost offers a very generous “97-Day Money-Back Guarantee” in case you do end up changing your mind.

For your second question, it looks like those extra “menus” are actually “breadcrumbs,” and they’re coming from a plugin called Catch Breadcrumb. It looks like some of BoldGrid’s built-in styles are messing with the way that they’re displayed.

If you’d like to get rid of them altogether, you can simply deactivate the Catch Breadcrumb plugin in your Plugins > All Plugins menu.

If you’d rather fix the weird display, you can add a little bit of Custom CSS in your Customize > CSS/JS Editor section. Add the following line to your CSS code there:

.palette-primary .breadcrumb { overflow: unset; }

Hi Claire-

Thanks for reaching out, I know having your site down is a major problem, so we’ll do everything we can to help you with your critical error message.

From what you’ve described, it sounds like some error happened during the restoration process that prevented the full website from being restored.

The first thing to do is to enable WordPress debugging so we can see what the actual error message is, since you’re not receiving the recovery email. To do this, you can edit your wp-config.php file with FTP or your web host’s file manager, and add the WP_DEBUG constant. Here are some detailed instructions on how to enable debugging with wp-config. Here’s another guide from WordPress.org.

Once you have debugging enabled, also be sure to enable WP_DEBUG_DISPLAY so we can see the actual error message on your website, rather than vague “Critical Error” message. Reply here with that and we can figure out what might have gone wrong.

Total Upkeep also includes command line utilities you can use to restore your backup. Here’s a detailed guide you can use to restore your backup using SSH.

Hello Cheryl-

Thanks for reaching out! Normally, you can set the footer background color for Crio in the Customize > Design > Footer > Colors menu, but it looks like something is overriding the burgundy color in your case.

You can fix this with a little bit of Custom CSS. Navigate to Customize > CSS & JS Editor and paste this line into the CSS Code:

aside#footer-1 { background-color: var(--color-1) !important; }

This will use the primary color of your Color Palette, which is set to the burgundy color right now.

Hello Lydia-

Thanks for reaching out, I’m sorry to hear about the frustration with the Haven Theme.

It looks like you may have switched to a new theme over the weekend to fix this, so it’s tough to speculate what might have gone wrong. It’s possible that the issues you described may have been related your caching plugin, WP Optimize.

If you’re still having any trouble, please let us know and we’ll be happy to help.

Hello Maitri-

Thanks for your interest! Here at BoldGrid we create software to help you design and build your own WordPress website. We don’t offer individual design services.

If you’re looking for an expert WordPress designer, I might recommend reaching out to a service like codeable.io where you can find a large community of WordPress experts and free estimates.

Hello Julaj-

Thanks for reaching out, I’m sorry to hear about the trouble with the Comodo WAF.

A WAF is a “web-application firewall,” and it’s meant to protect your website from potentially malicious actors.

This specific error has two possible ways you might be able to fix it.

First, I’d strongly recommend updating your WordPress hosting to a version of PHP 7.3 or higher.

If this error is correct, it looks like you may be using a PHP version lower than 5.4.2. PHP 5.4.X stopped receiving updates in late 2015, over 6 years ago.

Your hosting provider should be able to assist you with the upgrade, or you can consider switching to one of our WordPress Hosting partners, who all offer up-to-date versions of PHP.

The other possible way to fix this is through your theme, “icos.” I wasn’t able to locate the developers of this theme on WordPress.org or through a google search, but the root cause of this error is that something in your theme is calling the themify.woff font using a non-standard query string without an “=” equals sign. Instead, it’s using themify.woff?-fvbane, which looks like it might just be a simple typo using the “-” minus sign instead of the “=” equal sign.

Hi Charles-

Thanks for reaching out, sorry about the frustration on those drop-down menus. I was able to check out your staging site and see the problem.

There’s an update coming out for the Crio Theme in the next couple weeks that will have a fix for this problem without using any code, but you can fix it right now with these instructions.

Navigate to Customize > CSS / JS Editor and paste this line into your CSS Code:

.site-header { z-index: 4 !important; }

Hello Maya-

Thanks for reaching out. I can see a couple of items in this log that might help us troubleshoot why Total Upkeep isn’t completing your backups.

You can see the main cause of the problem from the last three lines. At some point between 17:22:33 and 17:24:18, the backup process was terminated without throwing any errors. The most common cause for this is that your server terminated the process while it was running.

You can find a complete guide to troubleshooting this problem in this article.

Here are two specific recommendations I have based on your log.

First, try switching the backup compressor from PclZip to System Zip. Using the system ZIP command, rather than a PHP process, can often succeed when PHP fails.

Second, I recommend excluding your cache directory from your backups. This probably isn’t related to this specific failure, but it can often help by reducing the backup size and reduce other errors. Add this to your Exclude list: /wp-content/cache/.

Hi Kevin-

Thanks for the report! This error that you’re seeing from the Pavilion Theme is only a notice, and it can be safely ignored.

I’ve filed a bug report for our developers to get this fixed in the next update to Pavilion.

If you need to get these notices out of your logs, you can manually modify the base.php file in the wp-content/themes/pavilion/ directory. Currently, lines 15 and 16 look like this:

$is_sa_invoice  = 'sa_invoice' === $post->post_type;
$is_sa_estimate = 'sa_estimate' === $post->post_type;

Replace those two lines with this:

if ( ! empty( $post ) ) {
	$is_sa_invoice  = 'sa_invoice' === $post->post_type;
	$is_sa_estimate = 'sa_estimate' === $post->post_type;
} else {
	$is_sa_invoice  = false;
	$is_sa_estimate = false;
}

Hi Gary-

Thanks for reaching out, I can see what you mean about the mobile view of your website.

The horizontal scroll you’re seeing isn’t actually coming from the Crio theme, but rather some of the advanced modifications you’ve made to some of the blocks on your homepage with the Post and Page Builder.

Specifically, some of the negative margins you’ve used in the top block. I think you were using these to make the content full-width, but that’s also creating the strange behavior on the mobile view. Check out this video that we made for another user who had a very similar issue with negative margins, and how to fix them:

Hi Joshua-

Thanks for reaching out! This is a public forum, so I can only discuss your Total Upkeep subscription in general terms here. To reach Premium Support directly, you can file a private ticket in your BoldGrid Central Account or by sending us an email.

I did check, and I don’t see any orders associated with the email address you used with this forum post. I suspect that you’re using the free key associated with this email, which is why you’re still seeing the upgrade notice. If you can file a Premium Support ticket and let us know if there’s another email address you may have used, we’ll be able to help you find your premium key.