Hi there!

Sorry for your issue.

Would you please check and fulfill all the technical requirements and PHP settings?

https://www.joomshaper.com/documentation/helix-framework/helix-ultimate-2/introduction#technical-requirements

https://www.joomshaper.com/documentation/sp-page-builder/sp-page-builder-4/technical-requirements

Kindly, make sure your folder permission is correct. Or create an staging site to check your issue.

Best Regards

I have reverified all of the above and meet all the requirements. All permissions are set correctly and I have reverified as well. I did this twice so unless I am missing something else, I have met all of the prerequisites. Any other suggestions?

Nothing? Awesome. Between chat and being asked to post this here with the promise that it will be addressed, I have never experienced WORSE customer support with any paid service in my career. Absolutely horrible.

Hello,

Please take my sincere apology. Without checking the site live it is tough to find out the reason as you can understand it too.

Is it possible for you to upload it to an online server and let us check? Or would you please give me a full site backup as zip file?

Best Regards

I've already gone in a different direction. I can't trust that future issues may not be addressed in a timely manner either. It's been a week with three chat sessions and this forum post and the ONLY time I receive a response AT ALL is if I show anger and that is just very sad. I really like your product. I've used it on other projects. I truly hope you get your customer support issues ironed out because this experience is making me shy away from your product. And it's NOT that the problem is difficult or could have taken time to solve. It's 100% the lack of communication and the fact that I felt ignored from a product that I actually pay for.

As for uploading to an online server, it would have been helpful to ask this of me the FIRST time I contaced your support team and not the 5th or 6th time.

Hello,

Apology for your experience. Actually, Helix Ultimate installation doesn't give this type of error usually. So, at the begining I have suggested to recheck the basics. As you have mentioned later that you have fulfilled everything, so it is now tough to say without checking about the reason of the issue.

We never ignore our honourable customers, it is the heavy workload that blocks us nowadays. Really sorry about that.

Best Regards