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  Public Ticket #1426003
Installing 6.6.7 update - FAIL
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  •  1
    Deralict started the conversation

    Currently running v.6.6.5. When I click "Install Now" it takes me to the plugins page where it displays (only) the following message. Note that I do have a plugin by Elegant Themes and it can be updated no problem. I am currently developing using a locally-running instance of Wordpress.

    Update Plugin

    Before you can receive product updates, you must first authenticate your Elegant Themes subscription. To do this, you need to enter both your Elegant Themes Username and your Elegant Themes API Key into the Updates Tab in your theme and plugin settings. To locate your API Key, log in to your Elegant Themes account and navigate to the Account > API Key page. Learn more here. If you still get this message, please make sure that your Username and API Key have been entered correctly

    Return to Plugins page

  • Bryan replied

    I'm having the same exact issue on a live site. I'm finding no answers out there. This needs to be resolved. 

  •  219
    Attila replied

    Hello Deralict,

    Thank you for getting in touch with us. My name is Attila and I'm happy to assist you today. I appreciate your patience while we've been working towards your ticket.

    LayerSlider does have its own auto-update feature, that you can use to update the plugin with just one click, but unfortunately it seems like your theme is interfering with it. We have faced this problem before with another theme from Elegant Themes. They are bundling LayerSlider into their themes and forcing this custom verification progress on it. Sadly, their method does not handle standalone LayerSlider plugins differently, it overwrites the default update method regardless where it comes from.

    As the issue is caused by their custom method and inattention, we cannot solve it from our end unfortunately. They will need to change this custom verification so LayerSlider users can utilize the auto-update with their themes as well.

    I'd recommend to contact the author of your theme with this case, they should be able to provide more information on this and hopefully a solution as well.

    In the meantime, as a workaround, you could temporary disable your theme (switch to a default WP one) so it does not interfere with LayerSlider, so you can update it.

    Best Regards,
    Attila | Kreatura Support Team

  •  1
    Deralict replied

    I don't use an "Elegant Themes" theme, I use Astra from Brainstorm Force. I only use a plugin developed by Elegant Themes called Bloom, but it has nothing to do with LayerSlider.

  •  219
    Attila replied

    Unfortunately it seems like it does. Something on your installation is forcing this custom Elegant Themes verification method on LayerSlider. In case you do not use any of their themes, then it's most likely going to be one of their plugins.

    You can verify this by using a default WP theme and temporary disabling other plugins. The verification will no longer pop up and the auto-update will work as intended.

    Best Regards,
    Attila | Kreatura Support Team

  •  1
    Deralict replied

    OK, I deactivated the Elegant Themes plugin and switched to a default theme and tried the update again. Now I receive the error "Update package not available."

  •  219
    Attila replied

    The 'Update package not available' or similar error messages during the update process, are usually symptoms of an interfering 3rd party theme or plugin. But if you tried it with a default WP theme and 3rd party plugins disabled, it's most likely something different in this case.

    Another possibility is a stuck activation. If you've used our online tool to remotely deactivate a site (or asked us to do the same on your behalf) your site might no longer be activated, even if it shows that. The same can be true if your purchase code has been (temporary) revoked due to a refund or another reason. Old site activations might also be a reson for this.
    In cases like this deactivating the plugin activation and then immediately re-activating it can help. You can also use the following site to remove any outdated activation: https://kreaturamedia.com/reset-activations

    Best Regards,
    Attila | Kreatura Support Team

  •  1
    Deralict replied

    I tried deactivating LayerSlider and then reactivating it. I used your "Reset Activation" tool to remove an old domain that I used for development (that was the only option). Still same error. What next?

  •  219
    Attila replied

    Could you please set up a temporary WP login for us, so we can check on the back-end to investigate this further ? Make sure to set the message to private so others can't see the credentials.

    Best Regards,
    Attila | Kreatura Support Team

  • Bryan replied

    I have found the following method successful on several sites with the same issue. I know this is not a long term solution but it's something I am ok with for now. I have reached out to Elegant Themes to see if there is any intention on addressing this issue and will post any replies I receive from them. 

    It's this simple:

    1. Deactivate LayerSlider
    2. Uninstall LayerSlider
    3. Upload the newest version of LayerSlider
    4. Activate LayerSlider
    5. Be happy that this worked

    Again, I realize this is not a long term solution but it works. You don't lose anything, all the slider data is kept in your db nice, simple and an acceptable temporary solution.

  •  1
    Deralict replied

    Thanks for that Bryan. On sites where you've needed to use this workaround, were you using an Elegant Themes THEME? In my case I'm not--but I am using a plugin from them that I got when i purchased a theme a while ago. I am curious to know if it's the ET plugin that's causing trouble.

  •  1
    Deralict replied

    Attila, I am going to create a new private ticket with the login info, so that I can keep this ticket public. I will reference this ticket in the new private ticket.

  • Bryan replied

    Yes, I was using DIVI theme by Elegant Themes. So I'm not sure what exactly it is that's causing the issue but this worked great for me and being able to get LayerSlider updated. If I hear anything back from Elegant Themes on this I'll post it.