Hi Tung,

thank you for reaching out to us!

Can you please provide a bit more details about which errors happen when you update to Amelia 3.2 so that I can provide a solution.

Hi Tung,

thank you for the kind reply!

I apologize for the later response as we have been away due to Easter holidays.

I have forwarded the inquiry to a dev, because I would like to make sure how would it go on the staging site activation of Amelia (if we can just replace the domain from live to staging); I want to be sure that we will not cause any changes on the live site with this, so I will contact you back with instructions.

Hello Tung,

Yes, it seems that you can't activate the license on 2 sites simultaneously. 

You can disable the license on his main site, then activate it on the staging site, and update the plugin.

 After that we can log in to the site, and the database, and see what's going on. Once you complete this please kindly provide us with WordPress admin credentials (temporary), and Database credentials.

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Thank you for letting me know Tung!

I will forward this to the developers, and check why it happened, and how we can fix it.

Hi Tuong,

thank you for contacting back.

Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

There wasn't much that we can see from the front page, technically, as there aren't any particular errors coming up (since this issue arises only when you are updating).

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Also, can you please clone your website?

If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files which you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.

Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.