Poloray theme corrupt, website offline for 4 weeks, zero response from developers

Discussion in 'InkThemes-Support Working Hours' started by 1weekseo, Jan 5, 2021.

  1. 1weekseo

    1weekseo New Member

    Dec 3, 2014
    Likes Received:
    Somerset, UK

    I have 2 websites affected

    Ticket number
    ## 63957 ##[19B-2766285D-0099]

    This is how my business was affected with the Poloray theme being corrupt with the Wordpress Core update on December 8th 2020

    December 9th I updated with the Wordpress Core theme It was not possible to roll back and uninstall the Wordpress Core Theme update

    My website functionality broke reverting the home page to 2013

    Customizer did not work

    All 300 of my blog posts displayed the error message "There has been a critical error on this website.Learn more about debugging in WordPress."

    12th December I posted on the forum, I had a reply to email you the login to my website which I did

    No reply 13th, 14th 15th December 16th December I needed to find a developer, I have 3 websites with the Poloray theme!

    They all corrupted the same way 17th December I hired a developer, this took 5 hours to fix at a cost of £150

    17th December he sent me the new theme files which I uploaded to my other domains and fixed them all

    No changes were made to my account from your team

    2021-01-04 09:05:27 Host reply UK
    The issue right now seems to be your theme according to the php-slow.log file:

    [04-Jan-2021 09:01:19] [pool seolady.co.uk] pid 12457
    script_filename = /var/www/vhosts/seolady.co.uk/httpdocs/index.php

    [0x00007f650ac140d0] preg_split() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/formatting.php:239
    [0x00007f650ac13dc0] wptexturize() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/class-wp-hook.php:287
    [0x00007f650ac13ce0] apply_filters() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/plugin.php:212
    [0x00007f650ac13c20] apply_filters() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/formatting.php:3822
    [0x00007f650ac13b40] wp_trim_excerpt() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/class-wp-hook.php:287
    [0x00007f650ac13a60] apply_filters() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/plugin.php:212
    [0x00007f650ac13990] apply_filters() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/post-template.php:429
    [0x00007f650ac13920] get_the_excerpt() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/post-template.php:394
    [0x00007f650ac13800] the_excerpt() /var/www/vhosts/seolady.co.uk/httpdocs/wp-content/themes/1weekseo/loop.php:26
    [0x00007f650ac13670] [INCLUDE_OR_EVAL]() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/template.php:732
    [0x00007f650ac13510] load_template() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/template.php:676
    [0x00007f650ac13420] locate_template() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/general-template.php:204
    [0x00007f650ac13360] get_template_part() /var/www/vhosts/seolady.co.uk/httpdocs/wp-content/themes/1weekseo/category.php:34
    [0x00007f650ac131c0] [INCLUDE_OR_EVAL]() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-includes/template-loader.php:106
    [0x00007f650ac13100] [INCLUDE_OR_EVAL]() /var/www/vhosts/seolady.co.uk/httpdocs/wp/wp-blog-header.php:19
    [0x00007f650ac13070] [INCLUDE_OR_EVAL]() /var/www/vhosts/seolady.co.uk/httpdocs/index.php:17

    502 Bad Gateway

    Yesterday (4th January 2021) another Poloray user reached out to me on YouTube

    Oxfordlocals Classified Ads - Business Network
    Hi, I have the same issues, my site was down for weeks till i noticed, beginning to think that the service is pretty bad that themes are not updated when wordpress release new updates, every time wordpress updates, my site goes off sideways
  2. akbar92

    akbar92 Support Staff Staff Member

    Jun 3, 2017
    Likes Received:

    Warm wishes from InkThemes,

    This is because our developers are on leave that's why we were unable to respond to you promptly.
    I have forwarded it to our developers, we are checking this issue.

    We will get back to you with a positive response as soon as possible.

    Your patience will be highly appreciated.


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