PenciDesign Supporter replied
Staff Reply
Hi,
It is still the same folder structure as the previous account, and I am still unable to access or edit the wp-config.php file.
Regards,
PenciDesign.
Public Ticket #31717
pensi header builder
Conversation thread
PenciDesign Supporter replied
Staff Reply
Hi,
Please ensure that the account you provided has permission to manage the folder where the wp-config.php file is located.
Regards,
PenciDesign.
PenciDesign Supporter replied
Staff Reply
Hi,
I mean the hosting control panel account. Please provide the hosting account details so I can check and configure the hosting environment for you.
The login link you sent is for the WordPress dashboard, and I’m unable to modify anything related to the hosting environment from there.
Regards,
PenciDesign.
Fr3nkMara replied
Customer Reply
Hi,
I have deactivated the two‑factor authentication, so access should now be fully operational.
I remain at your disposal and look forward to your feedback.
Kind regards,
PenciDesign Supporter replied
Staff Reply
Hi,
I can’t log in because a two-factor authentication code is required.
Regards,
PenciDesign.
Fr3nkMara replied
Customer Reply
Hi,
I had already provided the information in a private chat further down in this conversation. If you are unable to view it on your end, I will resend it.
PenciDesign Supporter replied
Staff Reply
Hi,
Please send me the hosting account details. I’ll check and help you configure it so the header builder and other theme functions run correctly.
Regards,
PenciDesign.
Fr3nkMara replied
Customer Reply
Hello,
I am contacting you again because I am still unable to make any changes within the Header Builder. For clarity, I would like to specify that I have not modified WordPress in any way, and the installation is currently in its original, unaltered state.
Additionally, I require assistance in updating the theme version once more, as I am encountering the same issue as before.
PenciDesign Supporter replied
Staff Reply
Hi,
I have updated your site to the latest version. Please check it again. Regarding the Header Builder, I recommend contacting your hosting provider and requesting them to disable any modifications made to WordPress. Using the original, unmodified version of WordPress will ensure the best compatibility with the Soledad theme.
Regards,
PenciDesign.
Fr3nkMara replied
Customer Reply
Hi,
I’ve sent you the screenshot in question. I haven’t made any changes in the Header Builder, so I don’t understand what’s happening. Also, I’m unable to update to the latest version of the Soledad theme.
PenciDesign Supporter replied
Staff Reply
Hi,
1/ Please send me the URL that uses the header layout similar to the screenshot you sent.
2/ You can change the general logo size by going to Appearance → Customize → Logo & Header → Logo.
Regards,
PenciDesign.
Fr3nkMara replied
Customer Reply
Hi,
I contacted WordPress support and they told me to activate the 'server to server' option, so I proceeded this way and the situation has slightly changed, but the problem remains that the logo is small and I do not have full control over the settings to modify the page header. I am attaching a screenshot.
PenciDesign Supporter replied
Staff Reply
Hi,
I’ve checked your site and found that some basic and default WordPress features used by the Soledad theme are not working because your hosting service (altervista.org) uses a modified version of the WordPress core. This modification blocks the connection to our demo data server and causes a conflict with the Customizer panel, resulting in the Header Builder panel not functioning properly.
Additionally, we’re unable to detect or modify the wp-config.php file to enable debug mode and retrieve the error log. In this case, you will need to contact Altervista.org support for an effective solution.
Regards,
PenciDesign.
PenciDesign Supporter replied
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.
Fr3nkMara replied
Customer Reply
PenciDesign Supporter replied
Staff Reply
Hi,
Please send me the screenshot and take notes. I will review them and provide you with a quick solution.
Regards,
PenciDesign.
Fr3nkMara started the conversation
Conversation Start
I downloaded the Soledad theme on envato market, I installed it and now I can't change the header layout with pensi header builder, practically the page doesn't open and I can't insert this header
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