Hello.

I'm having a nightmare and really hope you can help me resolve.

I purchased Calmer and a few minutes ago I was locked out of my Wordpress site because I couldn't remember my password and Dreamhost found the error below:

Joseph M I know..the reason is...

   PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152 Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

When I try to activate your theme on the dashboard I get blank screen and nothing functions and Dreamhost has to delete your theme again from their end so I can get back into the dashboard.

At the moment I have a Calmer theme that I cannot activate, so my website is down. Are you able to help me fix this asap please? Pretty urgent. I've copied the full conversation with Dreamhost below.

Hardeep

+447903198722

Hardeep Hi there! I tried to log in a few times as couldn't remember my password and I am now locked out...

Chat started

Hardeep Can you help please?

Joseph M joined the chat

Joseph M Hi Hardeep

Sure, what domain?

Hardeep super

hemaneer.com

Joseph M Checking

Hardeep thank oy7u

Joseph M test it now

let me know if this works...If you don't remember password try resetting it.

hemaneer.com/wp-admin there should be a reset link

Hardeep when I try to reset password I get a 404 page not found

Joseph M Do you mind if I disable plugins/themes

Okay if you have to

Joseph M Try now

You might want to clear cache first

Hardeep http://www.hemaneer.com/lost-password/

I still can't log in

can you do a password reset

Joseph M Try now

Hardeep what link?

Joseph M www.hemaneer.com/wp-admin

click lost password

Hardeep I'm in but I cannot activate my old theme

so I'm getting a blank white page

shit

what do I do

Joseph M DO you have a backup of your site?

Hardeep oh go

oh god

no

I'm really nervous

Joseph M thecontent is there. The issue is with the theme Calmer

it's not allowning me to do anything

I disabled it in hopes to correct it, but even when disabled it doesn't want to let me work on the site

so, issues that you're encountering are usually tied to plugin/themes

Hardeep this isn't good.

Joseph M seeems like the case now

Hardeep the issue was my password

Joseph M Right, so you can't change the apssword because you receive an error when trying to change it

Right?

Joseph M things we know that cause this are..themes/plugins/bad code

Hardeep I need my website back

Joseph M Okay, Hardeep. No problem. Let me set you back up

Please help me.

Joseph M This is what I'm attempting to do

is figure out what's causing this.

I have to run through my steps and what I know has been the issue from past experiences.

@newport:~/hemaneer.com/wp-content/themes$ wp theme status

PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

It's pointing to your theme

Hardeep I really need my website back up Joseph.

I can't activate other themes either.

nothing decent anyway

Joseph M Neither can I. The theme is causing issues

Joseph M It's not allowing me to make any changes other than turning it off

Hardeep What about uploading the theme again

FFS

Joseph M Try that

Hardeep This is a mess.

Joseph M let's see if that helps

I'll hold

Hardeep I don't know how to

I'm a novice

I don't know if this is the right folder I have here

Can I send you a ZIP file and you see?

Seriously this is a mess.

I'm really not happy;.

Joseph M Sure, you can send a zip file and I can try on my end

Hardeep Thank you

Joseph M I understand your concern and worry, Hardeep. Understand that I didn't do anything but disable the theme per youer permission so that we can figure out what's causing the issue when trying to reset the password

Hardeep How do I send you this zip file?

Joseph M Part of troubleshooting and digging into issues can result in other things not working. Right now we are in that stage

Hardeep Hopefully it is the theme

Joseph M Upload it to yoru site using FTP

Hardeep Oh my word

Joseph M Do you have your FTP information?

Hardeep I don't know how to do this

Joseph M No problem. I'll walk you through it

How big is the zip file?

Hardeep 1.2 MB\

Joseph M try emailing it to me

[email protected]

I'll hold

Let me know when you do

Hardeep I just tried, it's bocked for security reasons

blocked

Joseph M Okay, so I'll have to walk you through uploading via FTP

Let me gather that information for you

Hardeep It is not letting me change to ANY theme

Joseph M I know..the reason is...

PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

'themes/Calmer'

Hardeep Are you able to delete the theme from your end?

Joseph M I can

Before I do, let me create a backup

Hardeep And then I can try to reinstall from mine? What do you think?

yes please thank you

Joseph M You'll receive an email once it's done. Let me know when you do. I'll hold

Hardeep Okay

nothing through yet.. is it still backing up Joseph?

Joseph M It's hard to say. We will either receive an email that it did or didnt'

Once it does I'll cehck to see if teh backup helped. If not I'll delete the theme entirely

Hardeep ok

Joseph M Okay try restting password

Hardeep Forbidden

You don't have permission to access /wp-admin/ on this server.

Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request.

Joseph M I'll fix that

Hardeep ok

Joseph M running through some permissions. Thank you for your patience, Hardeep

Hardeep You too....

Joseph M try now

might want to clear your cache

Hardeep No

Would you delete it again please and I'll try uploading another theme

Joseph M done

Hardeep thanks.. updating Wordpress maybe it's that?

I need to contact my theme provider, what should I tell them?

Joseph M PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

provide them this error

Hardeep Okay. I will do this now. What should I tell them the initial problem was? I was locked out?

Joseph M Yes, let htem know you were having issues accessing wp-admin...provide the error your eceived when you attempted..then stated you reached out to us and we found that the theme was having some issues

Hardeep Thanks. I'll try this.

Hello there,

I thought the easiest thing is to copy and paste the conversation with Dreamhost. Below. In short, I got locked  as I tried to get back into my locked website. 

Hardeep Hi there! I tried to log in a few times as couldn't remember my password and I am now locked out...

Chat started

Hardeep Can you help please?

Joseph M joined the chat

Joseph M Hi Hardeep

Sure, what domain?

Hardeep super

hemaneer.com

Joseph M Checking

Hardeep thank oy7u

Joseph M test it now

let me know if this works...If you don't remember password try resetting it.

hemaneer.com/wp-admin there should be a reset link

Hardeep when I try to reset password I get a 404 page not found

Joseph M Do you mind if I disable plugins/themes

Hardeep if you must................................                              

Joseph M Try now

You might want to clear cache first

Hardeep http://www.hemaneer.com/lost-password/

I still can't log in

can you do a password reset

Joseph M Try now

Hardeep what link?

Joseph M www.hemaneer.com/wp-admin

click lost password

Hardeep I'm in but I cannot activate my old theme

so I'm getting a blank page

week

eeek

Joseph M DO you have a backup of your site?

Hardeep oh go

oh god

no

I'm really nervous

Joseph M thecontent is there. The issue is with the theme Calmer

it's not allowning me to do anything

I disabled it in hopes to correct it, but even when disabled it doesn't want to let me work on the site

so, issues that you're encountering are usually tied to plugin/themes

Hardeep this isn't good.

Joseph M seeems like the case now

Hardeep the issue was my password

Joseph M Right, so you can't change the apssword because you receive an error when trying to change it

Right?

Hardeep listen, the same problem is happening with another theme

Joseph M things we know that cause this are..themes/plugins/bad code

Hardeep I need my website back

Joseph M Okay, Hardeep. No problem. Let me set you back up

Hardeep it can't be every theme

Please help me.

Joseph M This is what I'm attempting to do

is figure out what's causing this.

I have to run through my steps and what I know has been the issue from past experiences.

@newport:~/hemaneer.com/wp-content/themes$ wp theme status

PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

It's pointing to your theme

Hardeep I really need my website back up Joseph.

I can't activate other themes either.

nothing decent anyway

Joseph M Neither can I. The theme is causing issues

Joseph M It's not allowing me to make any changes other than turning it off

Hardeep What about uploading the theme again

FFS

Joseph M Try that

Hardeep This is a mess.

Joseph M let's see if that helps

I'll hold

Hardeep I don't know how to

I'm a novice

I don't know if this is the right folder I have here

Can I send you a ZIP file and you see?

Seriously this is a mess.

I'm really not happy;.

Chat rated Bad

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Joseph M Sure, you can send a zip file and I can try on my end

Hardeep Thank you

Joseph M I understand your concern and worry, Hardeep. Understand that I didn't do anything but disable the theme per youer permission so that we can figure out what's causing the issue when trying to reset the password

Hardeep How do I send you this zip file?

Joseph M Part of troubleshooting and digging into issues can result in other things not working. Right now we are in that stage

Hardeep Hopefully it is the theme

Joseph M Upload it to yoru site using FTP

Hardeep Oh my word

Joseph M Do you have your FTP information?

Hardeep I don't know how to do this

Joseph M No problem. I'll walk you through it

How big is the zip file?

Hardeep 1.2 MB\

Joseph M try emailing it to me

[email protected]

I'll hold

Let me know when you do

Hardeep I just tried, it's bocked for security reasons

blocked

Joseph M Okay, so I'll have to walk you through uploading via FTP

Let me gather that information for you

Hardeep It is not letting me change to ANY theme

Joseph M I know..the reason is...

PHP Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

'themes/Calmer'

Hardeep Are you able to delete the theme from your end?

Joseph M I can

Before I do, let me create a backup

Hardeep And then I can try to reinstall from mine? What do you think?

yes please thank you

Joseph M You'll receive an email once it's done. Let me know when you do. I'll hold

Hardeep Okay

nothing through yet.. is it still backing up Joseph?

I need to contact my theme provider, what should I tell them?

Joseph M

PHP Fatal error:  Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

Fatal error: Call to undefined function ot_get_option() in /home/saund28101953/hemaneer.com/wp-content/themes/Calmer/includes/theme-functions.php on line 152

provide them this error

Hardeep

Okay. I will do this now. What should I tell them the initial problem was? I was locked out?

Joseph M

Yes, let htem know you were having issues accessing wp-admin...provide the error your eceived when you attempted..then stated you reached out to us and we found that the theme was having some issues

Hardeep

Thanks. I'll try this.

Joseph M

Awesome< Hardeep. Thanks for hanging in there while we figured this out together..

Joseph M

If you have any other questions or concerns, let us know. We're here =)

Hardeep

Thanks

Joseph M

You're welcome. Cheers!

Hi again,

Just to be clear:
I have also tried downloading the Calmer theme again from my downloads section in Envato, and uploading to WP. This always fails and gives me a blank screen which means I get locked out of WP and have to then contact Dreamhost - my hosting provider - to delete the theme from their end so I can get into my WP again. 

Need to get my website back up and running with Calmer theme,  or otherwise I'll have to change the theme which I'd prefer not to do as I like this one prior to the bug, however, you may refund me if you can't fix within a day or two.......

Warmly! Hema

That's strange, the website is currently using the theme Spun, does that help?

Calmer has been deleted because it was causing problems, do you want me to upload it again?

Thank you for this!  What a relief.

It's all very strange though as yesterday activating the theme kept locking me out of WP and we had to delete the theme everytime to even get back in.
Do you think that I wasn't locked out but just thought that I was due to a white and blank screen?

Did you reinstall Calmer or was it already 'in there'?

Hi again, 

So we are back up and running (thank you) although I have noticed some functionality missing,  I can't add features like buttons or quotes - there is a blanket term for this I can't remember but basically in the toolbar there is no option to a whole list of features... 

Thank you. You've been really helpful. I think I need to sign up for a couple more years of support just in case.