[Juanfra Aldasoro]

Hi Aziliz,

Thanks for the follow-up.

Now that you have authorized me it is working.

We’re currently reviewing the info there.

Best,
Juan.

[Digitaleo]

Hi Juan,

Did your team found any useful information regarding this issue?
This is putting our project on hold for now, and if this can’t be resolved we will move forward with another solution.

Thank you for your help
Aziliz

[Juanfra Aldasoro]

Hi Aziliz,

Thanks for the follow-up.

We checked the system status and everything seems to be in place. Unfortunately, without access, we might be losing trace of the different alternatives.

One thing that we were thinking is if you have APC enabled? Would you please ask that to your DevOps?

Best,
Juan.

[Digitaleo]

Hi Juan,

Thank you for this answer.

Is APC a wordpress plugin? We don’t have any plugin activated at the moment.

Thank you
Aziliz

[Juanfra Aldasoro]

Hi Aziliz,

No, APC stands for Alternative PHP Cache (APC). It is a free and open opcode cache for PHP. Its goal is to provide a free, open, and robust framework for caching and optimizing PHP intermediate code.

Best,
Juan.

[Digitaleo]

Hi Juan,

We installed it, but it didn’t change anything. We can’t use this theme for our project, how can we proceed to a refund?

Thank you for your help through this issue.
Aziliz

[Juanfra Aldasoro]

Hi Aziliz,

Thank you for the follow-up.

So, there’s no way we can check your site or at least the environment in which you plan to have your site live?

Refunds are managed and handled via envato. You can learn more and submit a new request here: https://help.market.envato.com/hc/en-us/articles/202821460-Can-I-Get-A-Refund-

Best,
Juan

[Digitaleo]

Hi Juan,

I have good news, our devops finally found what was wrong and I have to apologize because it was an issue on our side.
The theme works perfectly now. Thank you again for the support.

Have a very good day
Aziliz

[Juanfra Aldasoro]

Hi Aziliz,

Thanks for the follow-up. It’s good news that you’ve found the problem 🙂

No apologies needed, you’ve always been kind, and so far it was a mysterious issue.

I’m happy it is working now, and I hope you enjoy the experience. Please let me know if I can be of any further assistance.

Best,
Juan.