• Priority: Medium
  • Status: Waiting on customer
  • Theme: Alysum
  • Assigned To: Fred
  • Private: No
  • Open Date: 22.07.21, 09:36
  • Opened by: ZERUBIA FRANCK

Ticket #21984 - Problem with update


After updating the theme i had a bug on my site.
So I uninstalled the theme and the corresponding modules.
My problem is that now I can’t seem to reinstall it. There is a problem with the creative element.

Can u help me solved this problem ?

Thank you


Fred 24 Jul 2021, 07:36

Sorry for the delay.
I need access to your FTP server. Currently I'm not able to connect

Command:	USER u101065704
Response: 	331 Password required for u101065704
Command:	PASS ***************
Response: 	530 Login incorrect.
Error:        	Critical error: Could not connect to server
ZERUBIA FRANCK 24 Jul 2021, 14:16


The information is correct. On the other hand, it is necessary to use port 22. When i use an other one I have the same error.

Thank you

ZERUBIA FRANCK 26 Jul 2021, 19:51


Did you succeed in logging in?

Fred 26 Jul 2021, 22:34

Sorry for the delay.
I just reinstalled Creative Elements module for you

ZERUBIA FRANCK 27 Jul 2021, 11:49

Thank you, it seems to work but i have a error 500 on my website..

Fred 27 Jul 2021, 13:09

looks like menu module is broken, could you please try to reset it?

ZERUBIA FRANCK 27 Jul 2021, 13:45

Now I have this error


Capture d’écran 2021-07-27 a... (556.5 KiB)
Fred 27 Jul 2021, 14:32

Unable to open your back office now

Error 503 - Service Unavailable
The server is currently unavailable.
ZERUBIA FRANCK 27 Jul 2021, 14:33

I disabled the module PS Link and now i don't have the error anymore. However this is a native Prestashop module that I will need.
How can I do it?

Thank you

Fred 27 Jul 2021, 14:34

I see now.
You have a widget in the footer which is linked to the removed links block. Go to Elementor builder and remove/change it

ZERUBIA FRANCK 27 Jul 2021, 23:35

I've changed the footer so I don't have the error anymore thank you. However as you can see in the screenshot i can't select any links block. How can i do it ?

Thank you


Capture d’écran 2021-07-27 a... (244.4 KiB)
Fred 28 Jul 2021, 10:58

Do you use some additional cache?
I edit modules php code, but the website is changing only after some time

ZERUBIA FRANCK 28 Jul 2021, 12:25

Now when I try to go on creative element I have this error (cf screenshot)


Capture d’écran 2021-07-28 a... (234.1 KiB)
Fred 28 Jul 2021, 12:46

That's what I wrote you above
Do you use some cache module in your prestashop or server?

ZERUBIA FRANCK 28 Jul 2021, 14:36

Sorry no i don't use some cache module, I even deactivate the prestashop cache

Fred 29 Jul 2021, 08:30

Ok. Try to use another links widget https://take.ms/XSn4s while we are trying to figure out what's wrong

ZERUBIA FRANCK 29 Jul 2021, 10:28

But I can't access to creative element, I have the error I already send you in a screenshot in my previous message

ZERUBIA FRANCK 29 Jul 2021, 10:49

I try to deactivate the link module, empty the prestashop cache and now I have a error 500 when i try to use creative element

ZERUBIA FRANCK 29 Jul 2021, 10:50

I need to find a solution quickly so i can put my website online again. Can I do something to accelerate the process ?

thank you for your help

Fred 29 Jul 2021, 12:23

Creative Elements seem to work now - https://take.ms/eqZgy

I'm sorry for all the inconvenience. We are doing our best to provide support as soon as possible despite having vacations.

ZERUBIA FRANCK 29 Jul 2021, 14:33

Yess it's working again. I don't understand what happened

Thank you and no problem I understand

Fred 29 Jul 2021, 20:48

You are welcome!