Theme Update | PenciDesign Support

PenciDesign replied

3 years ago

Staff Reply

Hi,

Please create a new ticket and put your questions there or send us an email via our contact form. Because this is the ticket of another customer and she can get a notification email about your reply.

Best Regards,

PenciDesign

Gaby-Hormonen replied

3 years ago

Customer Reply

Hi,

I didnt use the contact form because one of your collegues told me to send an email direct to your email adress. I used the same email adress as I use in my envato account and in my pencidesign support forum account.

PenciDesign replied

3 years ago

Staff Reply

Hi @Gaby-Hormonen,

We never ignone any email from the customers. Please make sure you check the email assigned with your Envato account - the Envato account you've used to send us an email via our contact form.

Best Regards,

PenciDesign

Gaby-Hormonen replied

3 years ago

Customer Reply

Hi,

With the last theme update there went something wrong. My penci shortcode plugin hasn’t updated to 5.4, it’s still 5.3 and it doesn’t show an update option + the new extra soledad theme plugins aren’t visible or coming up to download either.

I don't get any reply on my 4 previous emails to the pencidesign help email. And my other public ticket replay has been deleted.. How to get in contact and get help by email or so?

Regards,
Gaby

ccannes replied

3 years ago

Customer Reply

OH THANK YOU SO MUCH!!!! That was so kind of you. I really appreciate your help.

Love your theme.

PenciDesign Supporter replied

3 years ago

Staff Reply

Hi,

I've deleted the unnecessary folder on wp-content/themes and updated your site to the latest version of Soledad.

Please check.

Regards,
PenciDesign.

PenciDesign Supporter replied

3 years ago

Staff Reply

Hi,

Please send me your site FTP login information. I'll try to help you check it.

Regards,
PenciDesign.

ccannes replied

3 years ago

Customer Reply

Thank you and like I said in my first post I can't delete the 3.1.1 theme. I tried. That is why I've asked you in support what to do.

When I try to delete it, it says "failed because the theme does not exist." See attached screenshot.

How do I remove it?

PenciDesign Supporter replied

3 years ago

Staff Reply

Hi,

The problem is that you've to upload multiple Soledad folders on the wp-content/themes folder.

Please access this folder, only keep one 1 folder named "Soledad" and 1 folder of the Soledad child theme only then try to re-update.

Regards,
PenciDesign.

PenciDesign Supporter replied

3 years ago

Staff Reply

Hi,

For this case, please send me your WordPress admin account in a PRIVATE reply.
I'll log in and try to help you check this problem.

Regards,
PenciDesign.

ccannes started the conversation

3 years ago

Conversation Start

Hello,

I am happy with the Soledad theme. But I'm having an issue updating it and I do not want to lose my customization.

1. I am currently using a Soledad child theme.

2. Right now it is linked to theme version 8.1.1.

3. There is also a theme version 3.1 that says it needs to be updated. When I click update, it says "update failed, theme current."

4. I'd like to update my child theme to 8.3. My theme version 8.1.1 does not offer an update.

I have the Envato Market plugin installed but something isn't right.

Can you please help update the theme so I do not lose my customization?

Thanks,

Christina