• Priority: Medium
  • Status: Closed
  • Closed by: Marek (marek)
  • Closed on: 01.08.19, 12:14
  • Reason: No answer from a customer

Ticket #14623 - Unable to install theme due to customproducttabs plugin


I can’t reach in installing Alysum Theme, seems that “customproducttabs” module isn’t valid.

I have tried uploading from PS and by copying files via FTP.


Fresh PS installation

This ticket does not depend on any other tickets.

Marek (marek) 22 May 2019, 09:22

Hi, Loïc.
Please fill out all necessary fields in your profile https://support.promokit.eu/index.php?do=myprofile to access to your back office I’ll try to install it for you

Loïc HARNISCH (Lharnisch) 22 May 2019, 10:09


Marek (marek) 22 May 2019, 10:50

I also need access to your server through FTP, seems something wrong with customproducttabs module

Loïc HARNISCH (Lharnisch) 22 May 2019, 10:54

Yes, as mentioned in my topic ;-) Done.

Marek (marek) 22 May 2019, 11:01

Unable to connect https://take.ms/HoB2w

Loïc HARNISCH (Lharnisch) 22 May 2019, 11:11

Please try with Active mode of your client.

Marek (marek) 22 May 2019, 11:25

The same with both “active” and “passive” modes

Loïc HARNISCH (Lharnisch) 22 May 2019, 15:17

Can you try again please and send me your IP address. I may check the firewall

Loïc HARNISCH (Lharnisch) 22 May 2019, 15:18

This issue seems to be common with Filezilla

Users can attempt to correct ETIMEDOUT errors by adjusting the “Timeout” threshold in FileZilla’s settings, accessible by selecting the “Settings” option from the Edit menu and locating the “Timeout” section.

Loïc HARNISCH (Lharnisch) 24 May 2019, 07:46

We have open more ports, can you try again passive mode please ?

Marek (marek) 24 May 2019, 14:29

Now I can connect. How did you install the theme? it always show new module problem, I never seen that before

Loïc HARNISCH (Lharnisch) 24 May 2019, 14:33

I have just copy the theme folder by ftp

Marek (marek) 24 May 2019, 14:55

Please remove it completely and try to install exactly like in this video tutorial https://www.youtube.com/watch?v=BUDCclN7Kkw

Loïc HARNISCH (Lharnisch) 27 May 2019, 05:16

I have already tried this way but It seems to work now.
Have you changed something on the PS config or files ?

Fred (fred) 27 May 2019, 10:40

No, I didn’t change anything there. So this issue is solved now?