Error with Ocean extra plugin – No Customiser Menu

  • Wordpress has picked up a fatal error from this plugin. I can’t get into my Customiser menu. WordPress recommend asking help from my host to investigate which I did. Their reply:- “I’ve had a look around the code for where that function is defined, but it is not anywhere so that is what is generating the error. It is a custom function which is part of either the theme or the plugin, so I can only suggest asking for support from the authors.”

    Can somebody please help.

    The page I need help with: [log in to see the link]

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  • Hello @debbierobinson15,

    Unfortunately, the information provided in this topic of the issue you are facing is insufficient, and we don’t know what the error message on your website is. We have not received any similar reports so far, and we can not reproduce that issue on our end.

    If you cannot access wp-admin, there are other ways to deactivate plugins: https://www.ads-software.com/support/article/faq-troubleshooting/.

    Summary: you can using FTP and rename the current theme from root of the website / wp-content / theme / {{current theme name}} and deactivating any plugins with rename plugin folder(e.g, add -t) from root of the website / wp-content / plugins {{Plugin Name}}

    To see the error on WordPress, you can check the super administrator email; Or turn on the WordPress debugger mode. To enable it, please follow the steps explained in this link: https://www.ads-software.com/support/article/debugging-in-wordpress/.

    After fixing/solving the error, please tell us a little about the versions of plugins you use. To do this, please go to WP Dashboard > Tools > Site Health > Info Tab and click on the button Copy site info to clipboard. You can send the information as code here or upload them to https://pastebin.com/ and get an exclusive link.

    Note 1: You can ask your host provider to return the backup.
    Note 2: Please make sure using PHP version 7.2.x at least.

    ____

    In this case, if you have any custom code on your website; on the staging website, please do the steps below and recheck your issue and let us know the results.

    Troubleshooting (e.g., child theme):
    1- Remove all customization on the child theme.
    2- add your customization one by one to the child theme.
    3- After adding each customization code, check your issue

    Note: in the staging website if you have a cache plugin or server cache. You need to clear its cache contents or disable them.

    Also, For troubleshooting, please do the following steps and let me know the results:
    1- Head over to WP Dashboard > Plugin.
    2- Deactivate all plugins.
    3- Then, first activate the Ocean Extra plugin.
    4- Check your issue.
    5- Then, activate your plugins one by one
    6- After activation of any plugins, check your issue

    Note: if you have any cache plugin or server cache(CDN / Browser Cache and Cookies and …), you need to clear its cache contents or disable them to see your changes. Also, don’t forget to click on the regenerate all assets file and data in Elementor > Tools.

    Please keep us informed.

    Best Regards

    • This reply was modified 2 years, 8 months ago by Shahin.
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