[Assigned] Toolset needs to update the database but nothing happens when I try to update

[Author]

Posts

[yael-kelliR]

I am trying to:

to update Toolset database as shown in the dashboard :"Toolset needs to update the database. This will take a few minutes to complete."

Link to a page where the issue can be seen: dashboard of energyhealinginstitute.org

I expected to see: the database update complete

Instead, I got: instead when I click to update the page goes white and nothing happens

[Minesh]

Hello. Thank you for contacting the Toolset support.

Can you please check that on your database server you have grant the permission so that the SQL script can run.

[yael-kelliR]

NO,I can't. I have no idea how to do that but I do know that I run Woocommerce database updates all the time on sites on the same server with same configurations so I doubt this is a "permission" issue

[Minesh]

Well - I'm not sure.

Can you please enable the WP_DEBUG from wp-config.php file and check the error log and see what you find and share with me.

More info:
- https://toolset.com/documentation/programmer-reference/debugging-sites-built-with-toolset/#general-toolset-debugging

[yael-kelliR]

Sure I did that but have no idea what I should look for there are php errors deprecated logs re: toolset (sorry I uploaded the wrong image but can't seem to delete )

[Minesh]

Can you please send me problem URL where I can see the issue as well as admin access details.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[yael-kelliR]

No I cannot. You can't be messing around with a live ecommerce membership site and if I create a staging site, you can troubleshoot but the update needs to happen on the live site.

Would you like a staging site so you can troubleshoot, then resolve on live site so I can update the db on the live site?

[Minesh]

You can setup a staging site on the same server and send me admin and FTP access details.

Once I locate something I will share with you the details about and try to fix it and then you should try to fix on production site.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[yael-kelliR]

Have you been able too look into this after I submitted Admin access and sFTP?

[Minesh]

*** Please make a FULL BACKUP of your database and website.***
This seems to be known issue.

To fix the problem on your site in the meantime, you could temporarily downgrade WordPress (e.g. to version 6.5.5), run the process to upgrade the Toolset database, and then you can upgrade again to latest WordPress v6.7.1.

To do that you would need to use a plugin like WP Downgrade:
- https://wordpress.org/plugins/wp-downgrade/

Steps to follow:
1. Take a backup
2. Install the WP Downgrade plugin, and use it to downgrade WP 6.5.5
3. Run the Toolset database upgrade process
4. Remove the WP Downgrade plugin
5. Update to WordPress 6.7.1

[yael-kelliR]

Will this be resolved in a future WPML update ? If so, can I wait until then before updating the db?