Knowledge and Support Center

Below we provide solutions to the most common problems, whether you are new to using WordPress products or an expert. At the end of the day, more than one thing can happen to us at times.

We recommend that you check this section regularly, as we will be constantly adding information.

One of the most common errors when installing a WordPress theme is when we encounter the following message during the installation process:

«Error installing a theme «The package could not be unpacked. The theme does not have the stylesheet style.css»

What is this error due to?

This error appears when we have not unzipped the download file before installing the theme. This is because the download contains, in addition to the theme, other files from the author, such as documentation, the child theme, etc.

What should you do?

You simply need to unzip the download file and use the theme file that will be inside.

 

If you were unable to resolve your case, you can contact us at Support Area, through your user account and we will be happy to help you.

Not being able to import a theme demo can be due to multiple factors, so here are some recommendations and suggestions:

  • Check if you meet the requirements requested by the author. To do this, review the documentation that is usually included in the download itself or in the main options of the theme.
  • Check your PHP version. We recommend using PHP 8.1 for now, as due to the activation processes and the nature of a significant portion of WordPress products, newer versions such as 8.2, 8.3+ still have some issues.
  • Check your PHP configuration. Here is a standard configuration that usually works well with any import process:
    • max_execution_time: 1000
    • max_input_time: 1000
    • max_input_vars: 10000
    • memory_limit: 1024 or 2048
    • post_max_size: 64 MB
    • upload_max_filesize: 64 MB

Below is an actual image of the parameters configured in cpanel.

 

If you were unable to resolve your case, you can contact Support Area, through your user account and we will be happy to help you.

One of the most common errors when installing a WordPress plugin is when we encounter the following message during the installation process:

“The package could not be unpacked. No plugins were found. The plugin installation failed.”

What is this error due to?

This error appears when we have not unzipped the download file before installing the plugin. This is because the download contains, in addition to the plugin, other files from the author, such as documentation, various information, etc.

What should you do?

You simply need to unzip the download file and use the plugin that will be inside.

If you were unable to resolve your case, you can contact us at Support Area, through your user account and we will be happy to help you.

If you are using Polylang Pro and want to make use of the “Machine Translation” feature, you should know that at the moment only works with Divi.

This information is provided by the author himself. Here is the link with the information: 

https://polylang.pro/deepl-machine-translation-now-available-for-polylang-pro/

If you were unable to resolve your case, you can contact us at Support Area, through your user account and we will be happy to help you.

Whether in the case of "Themes" or "Plugins", there are times when the author himself provides the possibility of using the product in different languages ​​or so on, everything is fine, but in the case that this is not the case, changing the language of the product can be done basically in a simple way, in two ways:

  • Option 01: Using a plugin like Loco Translate (or something similar) and translating as desired, manually or automatically. Along these lines, you should know that most products, to automate translation, require you to pay for an API, so consider it.
  • Option 02: Acquiring the product poeditWhat this product does is allow you to manually and automatically translate .po files, which are the files that authors include so that one can translate the products.  
  • Option 03: Download the file and translate it manually. This option is hardly seen in practice, given how convenient, practical and economical the tools offered by the market are, but it is an option nonetheless.

If our website indicates that the product is activated, but when you use it you realize that it is not, or that it displays a message, or that it simply does not display a message, this is something that can happen. Sometimes products change and the method that worked one day may not necessarily continue to be valid the next day, and in these cases it is necessary to review it. This is something that is typical of the world of GPL products.

In these cases, the first thing is:

  • Clear your website cache just in case.
  • Go to the product section and enter any key in the section, since there are times when a product may be pre-activated, but it simply did not take the "key".

If nothing worked, contact us via support area in your user account and we will be happy to help you.

If you experience problems when installing Security Ninja Pro, we provide you with step-by-step instructions on how to fix it below:

  • Disable Security Ninja Pro and Install the free version from the WordPress repository.
  • Once the free version is installed, activate the pro version.
  • In the confirmation box click on “activate free trial” and press continue/accept.
  • Then deactivate the free version and that's it.

If nothing worked, contact us via support area in your user account and we will be happy to help you.

If none of the above has been helpful, please contact us through your user account, in the support area. Or, click on the following button.

Create Support Ticket