Problem Updating Toolset Types and Views Plugins

This support ticket is created 5 years ago. There's a good chance that you are reading advice that it now obsolete.

This is the technical support forum for Toolset - a suite of plugins for developing WordPress sites without writing PHP.

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Supporter timezone: America/Jamaica (GMT-05:00)

Tagged: Types plugin

This topic contains 9 replies, has 2 voices.

Last updated by Shane 5 years ago.

Assisted by: Shane.

Author

Posts

January 13, 2020 at 5:38 pm #1456537

Focus on the Family

Hello,
For the past few months, we've been unable to update the Toolset Types and Views plugins via the WordPress GUI because they fail. We've therefore been updating them by downloading the new version and then overwriting the current version in the wp-content/plugins folder via SFTP.

I went searching for this issue today in your support forums and found this answer: https://toolset.com/forums/topic/i-cant-update-the-plugins-3/ . It seems to be the answer to this issue, but it concerns me for two reasons.

First, wouldn't adding the updates via SFTP have resolved the issue in the earlier version? If so, why does it continue to occur?

Second, in your instructions, you say to deactivate and uninstall the two plugins and then reinstall them. Won't this cause us to lose all the changes we've made to our site with the plugins? If so, is there any way to save them so that we don't have to redo them from scratch?

Thank you for your help.

Barney Royalty
Focus on the Family

January 13, 2020 at 7:37 pm #1456705

Shane

Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Barney,

Thank you for getting in touch.

"First, wouldn't adding the updates via SFTP have resolved the issue in the earlier version? If so, why does it continue to occur?"

Due to the many different server environment, it wouldn't be possible to add the updates via SFTP. This will also require clients to provide us with there SFTP information which many customers don't have.

"Second, in your instructions, you say to deactivate and uninstall the two plugins and then reinstall them. Won't this cause us to lose all the changes we've made to our site with the plugins? If so, is there any way to save them so that we don't have to redo them from scratch?"

It is always recommended to backup your site before performing any updates to your site, however in general removing the toolset plugins shouldn't remove your data from the site, so you shouldn't have any dataloss .

Thanks,
Shane

January 13, 2020 at 9:07 pm #1456793

Focus on the Family

Hello Shane,
Regarding the first question, I wasn't asking why you all at Toolset can't update the plugin via SFTP. What I was asking is when I install the update via SFTP, overwriting the previous version of the plugin, why doesn't this resolve the issue?

Thanks,
Barney

January 13, 2020 at 9:30 pm #1456807

Shane

Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Barney,

It actually should resolve the issue unless your server is blocking the issue.

Usually if the issue is recurring it can be a server issue. I know that sometimes we have had issues with our installer in the past but right now everything is stable so your plugins should update without any issues

As along as you are on the latest version of types it should work fine.

Thanks,
Shane

January 14, 2020 at 3:20 pm #1458073

Focus on the Family

Hello Shane,
I tested by deactivating and deleting both Toolset Types and Views, then re-installing them both, but using one version back (Types 3.3.7 & Views 3.0.0) so that I could try updating them. In both cases I first tried installing through the GUI via a zip file, but both failed to install properly so I ended up having to install them via SFTP.

Once they were both installed and activated, I then tried updating Types. It tried for a while and then failed, giving the following message:
Update Failed: <!DOCTYPE html> Error Loading Site | 502 Bad Gateway @import url(//fonts.googleapis.com/css?family=Open+Sans:300); body { color: #343434; font-family: 'Open Sans Regular', Helvetica, Arial, sans-serif; font-size: 16px; font-weight: 300; line-height: 1.2; margin: 50px 25px; } h1,h2,h3,h4,h5,h6 { font-weight:300; margin:5px 0 25px; padding:0; } h1 { font-size: 100px; margin:5px -5px 10px 0; } hr { background:#DFDFDF; height: 1px; border:0; margin: 40px 0 30px; } 502 The page request was canceled because it took too long to complete What can I do? Site visitors: There was an issue serving your request, please try again in a few minutes. Site Owners: A request for either a page, script, process, or query has taken too long to complete and has been cancelled due to a bad gateway. You should visit your error log for more information.

I then tried updating Views, but it failed immediately and crashed the site. Here are the error logs:
[Tue Jan 14 14:50:51.354379 2020] [php7:notice] [pid 22043] [client 104.129.200.138:30540] auditor:event=activated_plugin {"plugin":"wp-views/wp-views.php","network_activation":false,"blog_id":1,"event":"activated_plugin","current_user_id":29,"remote_addr":"104.129.200.138"}, referer: hidden link
[Tue Jan 14 14:50:51.901485 2020] [php7:error] [pid 22043] [client 104.129.200.138:30602] PHP Fatal error: require_once(): Failed opening required '/nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/utility/autoloader.php' (include_path='.:/usr/share/pear/php:/usr/share/php') in /nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/bootstrap.php on line 427, referer: hidden link
[Tue Jan 14 14:51:00.733075 2020] [php7:error] [pid 22558] [client 104.129.200.138:30798] PHP Fatal error: require_once(): Failed opening required '/nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/utility/autoloader.php' (include_path='.:/usr/share/pear/php:/usr/share/php') in /nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/bootstrap.php on line 427, referer: hidden link
[Tue Jan 14 14:52:39.623924 2020] [php7:error] [pid 17332] [client 70.42.131.189:16520] PHP Fatal error: require_once(): Failed opening required '/nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/utility/autoloader.php' (include_path='.:/usr/share/pear/php:/usr/share/php') in /nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/bootstrap.php on line 427, referer: hidden link
[Tue Jan 14 14:54:26.108595 2020] [php7:error] [pid 10077] [client 65.154.226.100:61176] PHP Fatal error: require_once(): Failed opening required '/nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/utility/autoloader.php' (include_path='.:/usr/share/pear/php:/usr/share/php') in /nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/bootstrap.php on line 427
[Tue Jan 14 14:56:07.599881 2020] [php7:error] [pid 12621] [client 70.42.131.106:36022] PHP Fatal error: require_once(): Failed opening required '/nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/utility/dialogs/toolset.dialog-boxes.class.php' (include_path='.:/usr/share/pear/php:/usr/share/php') in /nas/content/live/designsysfof/wp-content/plugins/wp-views/vendor/toolset/toolset-common/bootstrap.php on line 452

This is the same behavior that we've had for the past few months. We checked with our hosting provider, but they're pointing back to the plugins.

Thanks for your help.
Barney

January 14, 2020 at 6:48 pm #1458367

Shane

Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Barney,

Would you mind allowing me to have admin access to the site as well as FTP access in order to see what is happening when I try ?

The private fields have been enabled for your next response.

Thanks,
Shane

January 15, 2020 at 2:41 pm #1460149

Focus on the Family

Hello Shane,
Here you go:

Bear in mind that this is the same test site that Christian Cox is working in with me regarding a separate Toolset issue. You may want to coordinate with him.

Thank you,
Barney Royalty

January 15, 2020 at 6:39 pm #1460491

Shane

Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Barney,

Ok so the issue seems to be unique to your server as it could be a case where the server is closing the connection early while the plugin is being downloaded.

As you can see from the list here.
hidden link

I've attempted to install version 3.3.9 of our Types plugin but your server is closing the connection pre-maturely which causes the process to become incomplete.

For you cause you will now have to manually download the update to bring up back the plugin. I tried to log in using you SFTP details but i'm not able to.

This is not an issue that we can fix on our end and has to do with the hosting.

Thanks,
Shane

January 15, 2020 at 9:11 pm #1460707

Focus on the Family

Hello Shane,
We'd actually reached out to our hosting company about this, and they pointed us to you all. We'll go back to them again with this information to see what they say.

I'm going to re-install Types 3.3.8 so that the site will be working for when Christian looks at it for the ticket he's handling.

Thanks,
Barney

January 15, 2020 at 9:27 pm #1460711

Shane

Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Barney,

Thanks, please let me know as currently the plugin does start getting updated but in the middle it times out.

Perhaps they need to increase the php timeout time setting.
hidden link

Thanks,
Shane