update from v4.1.13.2 to v4.7.19 causes this error when logging into AdminCP

[Sperasoft Studio Inc.]

[[Template core/admin/system/login is throwing an error. This theme may be out of date. Run the support tool in the AdminCP to restore the default theme.]]
 

[Marc]

You need to update your theme and plugins. If you cannot get into the admin CP due to this, you would need to use recovery mode to correct this

https://invisioncommunity.com/4guides/client-services/getting-support-r292/#recoverymode

 

[Sperasoft Studio Inc.]

File contents
/opt/ips/www/constants.php

<?php
define('RECOVERY_MODE',True);

then I rebooted the server
and checked the recovery mode is not working.
 

Edited November 29 by Sperasoft Studio Inc.

[Jim M]

The URL on file for your community is not rendering from your DNS. Please let us know once it is available.

[Sperasoft Studio Inc.]

please rephrase the phrase in a different way

[Marc]

1 minute ago, Sperasoft Studio Inc. said:

please rephrase the phrase in a different way

Your site is not showing at all, when visited, with the URL on file

[Sperasoft Studio Inc.]

our site is closed to visitors from outside

[Marc]

3 minutes ago, Sperasoft Studio Inc. said:

our site is closed to visitors from outside

Unfortunately, its not possible for us to be able to advise on a site we cant access or see. 

[Sperasoft Studio Inc.]

we can provide remote access

[Marc]

Please ensure we can access your standard URL, and that all access details on file are up to date

[Sperasoft Studio Inc.]

please provide your ip addresses. We will set up access to the site from these addresses.

 

[Marc]

I can, however it may well be this causing you issues. I would highly suggest you have something like htaccess in front of it if you need to protect rather than making DNS unavailable entirely for that URL

[Sperasoft Studio Inc.]

please send us the ip addresses from which you will connect to our site and we will open it for you. I remind you that our site is completely closed for access from outside

Edited December 6 by Sperasoft Studio Inc.

[Marc]

18 minutes ago, Sperasoft Studio Inc. said:

please send us the ip addresses from which you will connect to our site and we will open it for you. I remind you that our site is completely closed for access from outside

This was sent to you yesterday

[Sperasoft Studio Inc.]

the site is now accessible from the Internet
https://int-artforum.sperasoft.com 

[Marc]

We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. 

We look forward to further assisting you. 

 

[Sperasoft Studio Inc.]

What needs to be fixed here?
considering that this software product is installed on our server, and not in the cloud

[Marc]

Sorry, Im not sure I understand your question. You need to update those details so that we can debug the issue

[Sperasoft Studio Inc.]

what data needs to be updated?

[Daniel F]

FTP Details, admin login details 

[Sperasoft Studio Inc.]

The details have been updated

[Marc]

Please check your details, as we are unable to connect to your SFTP

Error:    Connection timed out after 20 seconds of inactivity
Error:    Could not connect to server
 

 

[Sperasoft Studio Inc.]

can you suggest something without copying the files of our site? I described the error above

[Jim M]

7 minutes ago, Sperasoft Studio Inc. said:

can you suggest something without copying the files of our site? I described the error above

We are not trying to copy the files of your site. We are merely trying to access the files to review/debug them. Without the FTP access, we will not be able to troubleshoot this for you.

[Sperasoft Studio Inc.]

The data has been updated. please try again