Error importing settings from a copy of the Helix template to Helix Ultimate - Forum | JoomShaper
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Error importing settings from a copy of the Helix template to Helix Ultimate

Asked by Davelia 10 months ago Last activity 10 months ago

Hi,
I'm trying to import the settings from a copy of Helix Ultimate to the original Helix Ultimate, both at version 2.1.2, and I'm getting the error shown in the attached image, without success in the import.
This problem has occurred on several different sites/servers. I hope you can help me. Thank you!

Accepted answer

Marked as the solution
Ziaul Kabir Staff
10 months ago

Ok, from our end the Import/Export feature works correctly on both the normal and duplicated Helix Ultimate template. Since the template has been customized on your side, and as per our support policy, we cannot provide support for issues caused by custom modifications.

Please review our support policy here:
https://www.joomshaper.com/support-policy

Thanks for your understanding.

Best regards,

4 more replies

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Ziaul Kabir Staff
10 months ago

Hello,

Thanks for reaching out to us. Could you please share temporary administrator access to your Joomla backend? You can provide the credentials securely in the hidden content section. Also, please take a full backup of your site before we make any changes.

Once I have access, I’ll investigate further and see what’s causing the issue. Let me know once you’ve shared the details!

Best regards,

Davelia Asked this
10 months ago

Hi Ziaul.

Yes, I'll send it to you. Thanks, and let me know what you think.

Best regards.

Ziaul Kabir Staff
10 months ago

Hello,

It appears you are using a third-party template. For issues related to the template, please contact the template’s support team directly. They will be able to assist you.

Thanks,

Davelia Asked this
10 months ago

Hi Ziaul.
No, it's not a third-party template; it's a duplicate Helix Ultimate template named "aerotours," and we want to import it directly into Helix Ultimate because it's not receiving updates. Please double-check. Our problem is that we can't import the settings from a renamed Helix Ultimate template back to the original, even though both templates are the same version.

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