Dear Otello Theme Support,

I recently purchased the Otello - Personal WordPress Blog and Magazine theme (link to the theme: Otello - Personal WordPress Blog and Magazine) and I am encountering issues during the installation and activation of the theme on my WordPress site.

Below are the details of my environment:

WordPress Version: 6.6.1
PHP Version: 8.2.22
Site URL: https://folkandseasons.com
Error message received:

"Hello!
WordPress has a built-in feature that detects when a plugin or theme causes a fatal error on your site and notifies you with this automatic email.
In this case, WordPress encountered an error with your theme, Otello.

First, visit your website (https://folkandseasons.com/) and check for any visible issues. Then, visit the page where the error was detected (https://folkandseasons.com/wp-admin/themes.php?page=wizard&step=license) and see if there is any issue.

Contact your host for assistance in investigating this issue further.

If your site appears broken and you can't access your dashboard normally, WordPress now has a special "recovery mode." This allows you to safely login to your dashboard and investigate.

https://folkandseasons.com/wp-login.php?action=enter_recovery_mode&rm_token=78ijkdeS3adVDaf3B5abH9&rm_key=W1El0O5J8ghiAr8y45re8y

To keep your site safe, this link will expire in 1 day. Don't worry, a new link will be sent if the error occurs again after the expiration.

If you need help with this issue, you may be asked for some of the following information:
WordPress Version 6.6.1
Active Theme: Otello Child (version 1.0.0)
Current Plugin: (version )
PHP Version 8.2.22
I have taken the following steps to resolve the issue without success:

Deactivated all plugins to check for conflicts.
Attempted to install the theme manually.
Used WordPress recovery mode."

I kindly request your assistance in resolving this compatibility issue so that I can use the Otello theme on my site correctly. Could you please confirm if the Otello theme is compatible with the above-mentioned versions of WordPress and PHP? If not, do you have any suggestions or steps I can follow to resolve this issue?

Thank you for your support.

Best regards,
Patrizia

Hello,
Thank you for your reply. I installed the new plugin version, but I received again the error message and the site crash. 

Here below I copy the email message:

"Ciao!

WordPress, ha una funzionalità integrata che rileva quando un plugin o un tema provocano un errore irreversibile sul tuo sito e ti avvisa con questa email automatica.

In questo caso, WordPress ha incontrato un errore con uno dei tuoi plugin, Neuron Builder.

Per prima cosa, vai al tuo sito web (https://folkandseasons.com/) e controlla se ci sono problemi visibili. Successivamente, vai nella pagina in cui è stato rilevato l'errore (https://folkandseasons.com/wp-admin/themes.php?activated=true) e verifica se c'è qualche problema visibile.

Contatta il tuo host per richiedere assistenza per una investigazione più approfondita di questo problema.

Se il tuo sito appare danneggiato e non puoi accedere normalmente alla tua bacheca, WordPress ora ha una speciale "modalità di ripristino". Ciò ti consente di accedere in modo sicuro alla tua bacheca per controllare cosa non va.

https://folkandseasons.com/wp-login.php?action=enter_recovery_mode&rm_token=mdTDSTSeJaWWByhtkYiyG1&rm_key=iW5FWnN3FyTVAgAePg7k7l

Per mantenere il tuo sito sicuro, questo link scadrà tra 1 giorno. Non preoccuparti di questo: ti verrà inviato un nuovo link se l'errore si ripresenta dopo la scadenza.

Se cerchi aiuto per questo problema, ti potrebbero essere chieste alcune delle seguenti informazioni:
Versione di WordPress 6.6.1
Tema attivo: Twenty Twenty-Four (versione 1.2)
Plugin corrente: Neuron Builder (versione 1.0.9.1)
Versione PHP 8.2.22



Dettagli dell'errore
====================
Un errore di E_ERROR è stato causato nella linea 342 del file /home/customer/www/folkandseasons.com/public_html/wp-content/plugins/neuron-builder/license/envato-api/inc/class-envato-market-items.php. Messaggio di errore: Uncaught Error: Cannot use object of type WP_Error as array in /home/customer/www/folkandseasons.com/public_html/wp-content/plugins/neuron-builder/license/envato-api/inc/class-envato-market-items.php:342
Stack trace:
#0 /home/customer/www/folkandseasons.com/public_html/wp-content/plugins/neuron-builder/license/envato-api/inc/class-envato-market-items.php(306): Envato_Market_Items->update_external_plugins(Array)
#1 /home/customer/www/folkandseasons.com/public_html/wp-includes/class-wp-hook.php(326): Envato_Market_Items->update_plugins(Object(stdClass))
#2 /home/customer/www/folkandseasons.com/public_html/wp-includes/plugin.php(205): WP_Hook->apply_filters(Object(stdClass), Array)
#3 /home/customer/www/folkandseasons.com/public_html/wp-includes/option.php(2576): apply_filters('pre_set_site_tr...', Object(stdClass), 'update_plugins')
#4 /home/customer/www/folkandseasons.com/public_html/wp-includes/update.php(394): set_site_transient('update_plugins', Object(stdClass))
#5 /home/customer/www/folkandseasons.com/public_html/wp-includes/update.php(1025): wp_update_plugins()
#6 /home/customer/www/folkandseasons.com/public_html/wp-includes/class-wp-hook.php(324): _maybe_update_plugins('')
#7 /home/customer/www/folkandseasons.com/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters(NULL, Array)
#8 /home/customer/www/folkandseasons.com/public_html/wp-includes/plugin.php(517): WP_Hook->do_action(Array)
#9 /home/customer/www/folkandseasons.com/public_html/wp-admin/admin.php(175): do_action('admin_init')
#10 /home/customer/www/folkandseasons.com/public_html/wp-admin/themes.php(10): require_once('/home/customer/...')
#11 {main}
 thrown"

I am loosing a lot of time, I would like to receive a refund. This theme is not working :(
Thank you for your support.

Best regards,
Patrizia

Dear Otello Theme Support,

Thank you for your continued assistance. Unfortunately, despite following your recommendations, the issue with the Otello theme remains unresolved, and my site continues to encounter critical errors.

Given the time and effort I have already invested in trying to resolve these issues, I am no longer able to continue troubleshooting. Additionally, I am not comfortable providing wp-admin access to my site due to security and privacy concerns.

I believe that I have taken all reasonable steps to resolve this issue, including installing the latest version of the Neuron Builder plugin as instructed. Unfortunately, the theme is still not functioning as expected on my WordPress installation.

As a result, I kindly request a refund for the purchase of the Otello theme. This will allow me to explore alternative solutions that better meet my needs without further delay.

Please let me know the next steps to proceed with the refund process. I appreciate your understanding and cooperation in resolving this matter promptly.

Thank you for your attention to this issue.

Best regards, Patrizia

Dear Neuron Team,

Thank you for your understanding.
Due to the issues I told you before, I have decided to request the refund.

I already request the refund directly in EnvatoMarket platform, but they told me to request it directly to you.

Please let me know what steps I should follow to proceed with the refund process. If there is any additional information or action required on my part, I would appreciate your guidance.

Thank you again for your understanding.

Best regards,
Patrizia

Dear Neuron Team
thank you for your reply.

This is the Refund Request ID: 4ee79e61-92e8-4fa8-a805-722a9af792e7
posted on August 20th on ThemeForest Platform.

I am waiting for you feedback.

Thank you,
Patrizia

Ok, thank you!