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  Public Ticket #1819073
Download of premium plugins fails
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Comments

  •  2
    cschwarzer started the conversation
    December 12, 2018 at 6:24pm

    Hi,

    I activated the template licence and installed a demo content ("Hotel").

    Trying to install the recommended/required plugins fails for

    • Revolution Slider and
    • WPBakery Page Builder

    The error message is:

    Can you please be kind enough to assist?

    Thanks,

    Jörn.

  •  1,559
    Laborator replied
    December 13, 2018 at 8:00am

    Hi Jörn,

    Can you please share your site credentials here, because we need to login to your site and see this issue live. Your information is safe (private) in this thread.

    To include your credentials click Insert Credentials button in editor toolbar. (See how)

    Best regards,
    Laborator Team

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  •  5
    jgorres replied
    December 13, 2018 at 1:59pm

    Hi Art,

    Thanks for your reply.


    Site CredentialsWP+FTP
    WordPress Credentials
    Admin URL:http://wp-test.ofenbau-schwarzer.com/wp-admin/
    Username:offenbau-testadmin
    Password:7IpH4IYavsObwZu&
    FTP Credentials
    FTP URL:ftp.strato.de
    User:[email protected]
    Password:XDQDJx4CMi7y71R5a9BH!
    {"wp":{"use":true,"adminUrl":"http://wp-test.ofenbau-schwarzer.com/wp-admin/","username":"offenbau-testadmin","password":"7IpH4IYavsObwZu&"},"ftp":{"use":true,"url":"ftp.strato.de","port":"","user":"[email protected]","password":"XDQDJx4CMi7y71R5a9BH!","path":""}}

     Regards,

    Jörn

  •  5
    jgorres replied
    December 13, 2018 at 2:14pm

    Hi Art,

    The site was updated to WP 5.0.1 literally minutes ago.

    I was able to install the Revolution Slider.

    For WP Bakery it complains about an already existing path.

    I will habe a look at it and will inform you on my findings.

    Therefore, no action for you at this moment. Just keep the ticket open.

    Jörn.

  •  5
    jgorres replied
    December 13, 2018 at 2:25pm

    Hi Art,

    WP Bakery complained that the folder already existed (/wordpress-test/wp-content/plugins/js_composer).

    In fact, the folder is there.

    Renaming it only generates the "Forbidden" message I initially reported.

    Can you please have a look at the problem?

    Jörn.

  •  1,559
    Laborator replied
    December 14, 2018 at 8:04am

    HI Jörn,

    Sorry but I can't login in your Wordpress site because an error is appearing (see video).

    I entered your FTP and I deleted js-composer plugin folder. Now please go to Appearance > Install Plugins area and do things that you see in this video.

    Thanks!

    Best regards,
    Laborator Team

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  •  5
    jgorres replied
    December 14, 2018 at 9:06am

    Hi Art,

    First thing: problem solved.

    What you are suggesting in your support videos is exactly, what I did.

    This morning, after receiving your latest reply, I installed a screen capture program to record my problem and - that's life - the Website Bakery Plugin installed without any problem.

    It would have been nice to know, why I could not install it before, but that IT.

    Thank you very much for your assistance once again.

    You can close this ticket.

    Jörn.

  •  1,559
    Laborator replied
    December 17, 2018 at 7:15am

    Happy to hear that your problem is fixed now, the problem with the plugin sometimes occurs because during the installation it fails somewhere which rarely happens so you should remove the folder completely to install it from the beginning.

    Best regards,
    Laborator Team

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