[Pro] Troubleshooting Guide for Websites Using Customizr Pro WordPress Theme

This is a troubleshooting guide for websites using the Customizr free and the Customizr Pro themes. In this guide we list common issues and recommended solutions.

❗️ Before doing anything else

Use the latest software versions : make sure WordPress and your purchased theme or plugin are all updated to their latest versions.
Install WordPress official Health check plugin. Activate the troubleshooting mode.
Cache plugin : if you use a server cache or cache plugin, please clear it’s cache content and disable caching via it’s settings.
Browser :
- clear your browser’s cache / history,
- try to switch to another browser,
- make sure you do not use any add-ons or extensions for your browser that may conflict with your website.
Check for plugin conflict : deactivate all of your plugins. If it fixes the issue, re-activate your plugins one by one, until you isolate the plugin in conflict.
Child theme : activate the parent theme if you use a child theme
Theme problem : try to activate a WordPress default theme ( Twenty ... )
Javascript : make sure you did not insert custom javascript code ( like analytics, subscription popup... ), for example in a widget, that could break your site.

Installation issues

The following section covers common issues encountered during Theme installation.

Where are my Pro Features? ( Installing Customizr Pro Theme )

After purchasing Customizr Pro Theme, it will not be automatically installed in your website.
You need to download customizr-pro.zip file and install it manually as a Theme ( not a plugin ) and activate it in your WordPress admin.

Please refer to the following installation guide.
[Pro] Installing Customizr Pro Theme

I can't install via WordPress admin ( Installing Customizr Pro Theme via FTP )

If you have problem installing Customizr Pro theme via your WordPress admin, you can install via FTP.

Before doing so, you should contact your web hosting company for help in troubleshooting your server issue.
Under normal circumstances, you should be able to install WordPress theme via WordPress admin -> Themes
You are likely to have problem updating theme if you did not fix your server issue.

Please refer to the following installation guide.
[Pro] Installing Customizr Pro Theme via FTP

I am seeing error message about upload max file size

If you are seeing error message such as the follow error message.

The uploaded file exceeds the upload_max_filesize directive in php.ini

This happens when your PHP setting values is smaller than customizr-pro.zip file size.

Please refer to the following troubleshooting guide.
Fixing maximum upload and php memory limit issues in WordPress

I am seeing error message "Are you sure you want to do this?"

If you are seeing the following error message.

Are you sure you want to do this?
Please try again.

This happens when your PHP setting post_max_size value is too low.

You will have to get your web hosting company to increase your PHP settings value until you are not seeing such message.

The following are recommended PHP setting values. Provide the following information to your hosting company, they will implement it on your server.

memory_limit = 256M
upload_max_size = 64M
post_max_size = 64M
upload_max_filesize = 64M
max_execution_time = 300
max_input_time = 1000

Customizr Pro Key Activation Issues

The following section covers common issues encountered when activating Customizr Pro Key.

Where's my activation key?

You can find it in your purchase account.

Please refer to the following documentation for more details.
Where can I find my activation key

Where to enter my activation key?

You will have to login to your WordPress dashboard. Navigate to Appearance -> Customizr Pro Key.

Please refer to the following documentation for more details.
How to activate your product?

If you cannot find this admin page, this mean you have not install or activated Customizr Pro Theme.

Please refer to the following installation guide.
[Pro] Installing Customizr Pro Theme

Message tells me I had reach my limit on number of sites, but I haven't used my key!

You have probably used your activation key on a test site.
You can login to your purchase account to remove your active site and re-activate your activation key on your current site.

Please refer to the following documentation for more details.
Changing the website domain attached to an activation key

Updating Issues

The following section covers common issues encountered when updates are not working for your pro theme.

I am seeing message "An error occurred while updating Customizr Pro: Download failed. Unauthorized."

This happens when your active site URL in your purchase account is different from your website URL.
It has to be 100% identical. A slight difference such as http://example.com and https://example.com will trigger this error message.

Please login to http://presscustomizr.com/account/
Click on View Keys or Upgrade link
Then click on Manage Sites link
Switch active site URL to your current site URL
For Single Site package users, you need to deactivate your active site, in order to Add your current site URL.
After you are done. Login to your WordPress admin -> Appearance -> Customizr Pro Key
Deactivate and Reactivate your activation key again.
Your automatic theme update should work now.

Encountering error message or blank page after theme update.

This can happen if your server terminated the operation before unzipping of theme files are completed. Or your child theme may contain outdated codes that use functions that does not exist in current theme. This will result in Fatal Error, which shows a blank page.

Please refer to the following documentation for steps to troubleshoot your issue.
Automatic Theme Update Failed

I am seeing message "We couldn't reach our remote server to get the latest version of the theme"

This happens when your web server has problem communicating with our server. Some web hosting does not allow communication with third party server for security reasons.

In this case, you can only do a manual theme update.

Please login to http://presscustomizr.com/account/ , click on DOWNLOADS tab to download customizr-pro.zip ( This zip file will contain latest theme version )
Login to your WordPress admin and navigate to Appearance -> Themes to deactivate and delete your current Customizr Pro Theme.
Install your latest customizr-pro.zip, using the same procedure as your initial installation, which is via Appearance -> Themes -> Add New Theme
Refer to the documentation on [Pro] Installing Customizr Pro Theme for more details.

Broken Website Layout or Broken feature

You notice that some features on your website is not working properly.
This could happen if you are using outdated software, or your server is loading cache content, or a plugin could be producing codes that conflict with Customizr Pro Theme.

Please use the following steps to troubleshoot your issue.

Clearing cache content ( Cache plugin or Server cache )

Please check with your web hosting company whether your hosting account has a server cache.
If you are using a cache plugin or server cache. Please clear your cache content and disable your caching via it's settings.
Deactivating a cache plugin will not stop it from working, you need to disable it via it's settings.
Clear your browser history and re-visit your issue, check if it's resolved.
NOTE: if your issue is not resolved, Please keep your caching disabled and proceed with next troubleshooting steps.

Updating Customizr Pro Theme and WordPress

Updating your Customizr Pro Theme and WordPress will make sure they are compatible and not have broken feature due to compatibility.

Visit our blog and read the release notes to check whether you are using latest version of Customizr Pro Theme. Please proceed to do a theme update if you are using an outdated version.

You can do a manual Customizr Pro Theme update, by using the following steps.

Please login to http://presscustomizr.com/account/ , click on DOWNLOADS tab to download customizr-pro.zip ( This zip file will contain latest theme version )
Login to your WordPress admin and navigate to Appearance -> Themes to deactivate and delete your current Customizr Pro Theme.
Install your latest customizr-pro.zip, using the same procedure as your initial installation, which is via Appearance -> Themes -> Add New Theme
Refer to the documentation on [Pro] Installing Customizr Pro Theme for more details.

You can do a WordPress update by using the following steps.

Login to WordPress admin.
Navigate to Dashboard -> Updates and click on Update Now button

Please proceed to the next troubleshooting steps, if your issue is not related to software version.

Check for Plugin Conflict

One or several plugins could be in conflict with Customizr Pro Theme.
You can disable all plugins, clear cache, browser history and check if your problem is resolved.

You can isolate the plugin(s) in conflict by using the following troubleshooting steps.

If you are using a server cache or cache plugin, please clear it’s cache content and disable caching via it’s settings.
Proceed to disable one plugin at a time, clear browser history and re-visit your issue.
Check if it’s working properly now. If it's working properly, this means the plugin that you had just disabled is causing your issue.

Do this until you find the plugin that’s causing your issue, please replace with an alternative plugin.

Customizer Preview is not working

If your Appearance -> Customize is not loading or settings are not saving properly.
Please carry out the above mentioned troubleshooting steps on Clearing cache content, Updating Customizr Pro Theme and Check for plugin conflict.

If your issue is still not resolved, please proceed with troubleshooting steps as listed in the following documentation.
Customizer Preview is not working ( Appearance - Customize )

Blank page

A blank page happens when there is a PHP error on your website.

It could be due to a child theme having custom code that is outdated.
Theme is not installed completely or Theme update failed without completing.
This will cause some Theme files to be missing and thus causing error.
Server not having enough memory to run all your software, thus resulting in PHP memory exhaust error.
A plugin not installed or updated properly, causing some files to be missing and thus causing error.

Turn on WP_DEBUG ( error reporting )

Please refer to this documentation to turn on WP_DEBUG or get your web hosting company for help in turning on WP_DEBUG so that you can see the error message.

Troubleshoot according to error message

Please get your web hosting company to help get your website up and running, if you do not know how to use FTP or is not sure on which files to delete.

Deleting wrong files can cause further damage to your website. Please do not do it yourself, if you are unsure.

Take a look at your error message.
Login to your server via FTP.
If you are sure, that this error is cause by a custom code you added into a child theme or modification to theme, you can proceed to edit your file and remove the error code.
If it's about PHP memory exhaust error. You will have to ask your web hosting company to increase your memory.
If it's pointing to an error in a plugin file or theme file, because your installation or update stopped without completing.
You can use FTP to delete the plugin or theme ( folder including all files in it ) and your website should be loading properly.
You will be able to access your WordPress admin to re-install your plugin or Theme.
if you are using a child theme. Use your FTP to access your server and backup a copy of your child theme onto your PC. Delete your child theme from your website and check if your website is loading properly. A plugin containing outdated codes can cause fatal error.

When in doubt, please contact your web hosting company for help instead of trying to fix your error.