[Semykina Elena]

Good day!

We can’t update Ashe Pro theme in the WordPress control panel (probably because we are in Russia).

Is it possible for you to send us the latest version of the theme by email?

And won’t there be problems with the site if we update it this way? Via FTP?

[vako]

Hi Elena,

 

At first, thank you for choosing our theme and service.

In order to assist we need to check your website from the back end, please install this 3rd party plugin “Temporary Login Without Password Plugin” which allows us to access your dashboard without sharing access details.

To better understand how the plugin works, please watch the video guide below: https://www.youtube.com/watch?v=EMu0e78OpJo

Please make sure to mark your reply as private to hide it from the public.

Kind Regards

[Semykina Elena]

This reply has been marked as private.

[Semykina Elena]

This reply has been marked as private.

[vako]

Hi Elena,

I’m sorry for not getting back to you sooner, we were off for a while.

We redirected your case to tech support and they will advise shortly.

 

Kind Regards

[vako]

Hi Elena,

 

We received a report from our tech support please read below:

“I checked further, and I couldn’t see any indication that our API server was blocking the user’s server. Did the user have a chance to first report the issue to their hosting provider?

The user’s hosting provider should first confirm whether there’s an issue with the user’s server connecting to AWS and resolve it. Once the user’s hosting provider confirms that there’s no issue on their end, kindly ask them for FTP access so we can investigate the issue further. Once we are able to determine the cause of the issue, we can proceed to determine how to resolve it.

Let me know if you have any questions.”

 

Kind Regards

[Author]

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