--- title: Troubleshooting description: Fixes for the most common problems with installing, licensing, the Site Editor and the storefront. url: "https://wpruby.com/knowledgebase/cartavera-troubleshooting/" updated: "2026-11-04" category: WPRuby Themes / Cartavera --- # Troubleshooting Before anything else: 1. Make sure WordPress, WooCommerce, Cartavera and Cartavera Blocks are up to date. 2. Clear any page cache (your caching plugin, your host's cache or a CDN) and reload. 3. If the problem appeared after installing or updating a plugin, deactivate that plugin and check again. Table of Contents [Toggle](#) - [Installing](#Installing) - [“The package could not be installed” or “The theme is missing the style.css stylesheet”](#%E2%80%9CThe_package_could_not_be_installed%E2%80%9D_or_%E2%80%9CThe_theme_is_missing_the_stylecss_stylesheet%E2%80%9D) - [“The uploaded file exceeds the upload_max_filesize directive”](#%E2%80%9CThe_uploaded_file_exceeds_the_upload_max_filesize_directive%E2%80%9D) - [The Cartavera Blocks install button doesn’t work](#The_Cartavera_Blocks_install_button_doesnt_work) - [“Cartavera is a store theme and works best with WooCommerce.”](#%E2%80%9CCartavera_is_a_store_theme_and_works_best_with_WooCommerce%E2%80%9D) - [Licence and updates](#Licence_and_updates) - [Activation fails](#Activation_fails) - [“The licence server returned an unexpected response” or an unreadable response](#%E2%80%9CThe_licence_server_returned_an_unexpected_response%E2%80%9D_or_an_unreadable_response) - [No update shows up](#No_update_shows_up) - [“Update package not available”](#%E2%80%9CUpdate_package_not_available%E2%80%9D) - [Site Editor](#Site_Editor) - [My changes to a template disappeared after an update](#My_changes_to_a_template_disappeared_after_an_update) - [A new category doesn’t show in the header menu](#A_new_category_doesnt_show_in_the_header_menu) - [Template text didn’t change when I changed the site language](#Template_text_didnt_change_when_I_changed_the_site_language) - [“This block contains unexpected or invalid content” or “Your site doesn’t include support for the ‘cartavera/…’ block”](#%E2%80%9CThis_block_contains_unexpected_or_invalid_content%E2%80%9D_or_%E2%80%9CYour_site_doesnt_include_support_for_the_%E2%80%98cartavera%E2%80%A6_block%E2%80%9D) - [The trust or FAQ section says something out of date](#The_trust_or_FAQ_section_says_something_out_of_date) - [Storefront](#Storefront) - [The search shows no suggestions](#The_search_shows_no_suggestions) - [No “Spend $X more for free shipping” message](#No_%E2%80%9CSpend_X_more_for_free_shipping%E2%80%9D_message) - [No “Returns: see our…” line on product pages](#No_%E2%80%9CReturns_see_our%E2%80%A6%E2%80%9D_line_on_product_pages) - [No sale countdown](#No_sale_countdown) - [A product hasn’t got its “Best seller” badge yet](#A_product_hasnt_got_its_%E2%80%9CBest_seller%E2%80%9D_badge_yet) - [The wishlist button doesn’t appear](#The_wishlist_button_doesnt_appear) - [No size guide button](#No_size_guide_button) - [Recently viewed products are empty](#Recently_viewed_products_are_empty) - [Quick view doesn’t show](#Quick_view_doesnt_show) - [Banner text is hard to read on my image](#Banner_text_is_hard_to_read_on_my_image) - [Changes don’t show on the live site](#Changes_dont_show_on_the_live_site) - [Still stuck?](#Still_stuck) ## Installing ### “The package could not be installed” or “The theme is missing the style.css stylesheet” You uploaded the wrong ZIP, or a ZIP that was unzipped and zipped again. Upload `cartavera-.zip` exactly as you downloaded it from your wpruby.com account. Some browsers (Safari on a Mac) unzip downloads automatically; turn that off or download again. ### “The uploaded file exceeds the upload_max_filesize directive” Your host limits upload sizes. Ask your host to raise the limit, or upload the unzipped `cartavera` folder to `wp-content/themes/` by FTP or your host's file manager, then activate it under **Appearance → Themes**. ### The Cartavera Blocks install button doesn’t work - **"No Cartavera Blocks package was found in the theme."** The theme folder is missing `bundled/cartavera-blocks.zip`, usually because the theme was copied from somewhere other than the download. Upload the theme ZIP again, or install the plugin by hand: unzip the theme ZIP on your computer and upload `bundled/cartavera-blocks.zip` under **Plugins → Add New Plugin → Upload Plugin**. - **WordPress asks for FTP details.** Your host doesn't let WordPress write files directly. Enter the details your host gave you, or install the plugin by hand as above. - **"Cartavera Blocks could not be activated."** Go to **Plugins** and activate it there to see the error message. Usually it's a PHP version below 7.4 or WordPress below 6.7. - **You don't see the button.** Only users who can install plugins (administrators) see it. ### “Cartavera is a store theme and works best with WooCommerce.” WooCommerce isn't active. Install and activate it, or dismiss the notice if you want to use Cartavera as a content-only theme. ## Licence and updates ### Activation fails The message tells you why; see [Status messages](https://wpruby.com/knowledgebase/cartavera-licence/#status-messages). Copy the key again from your wpruby.com account and make sure there are no spaces around it. ### “The licence server returned an unexpected response” or an unreadable response Your server couldn't talk to wpruby.com properly. Common causes: - A firewall or security plugin blocks outgoing requests. Allow requests to `wpruby.com`. - `WP_HTTP_BLOCK_EXTERNAL` is set to `true` in `wp-config.php`. Add `wpruby.com` to `WP_ACCESSIBLE_HOSTS`. - The server's SSL certificates are out of date. Ask your host to update them. - A temporary outage. Wait a few minutes and try again. When the store can't be reached, Cartavera keeps your last known licence status and waits an hour before asking again, so your admin doesn't slow down. ### No update shows up - WordPress checks for theme updates about twice a day. Click **Check again** on **Dashboard → Updates** to check now. - Check that **Status** on **Appearance → Cartavera** says **Active**. Click **Refresh status**. ### “Update package not available” The update exists but WordPress isn't allowed to download it, because the licence isn't active on this site: - **Expired:** renew it from the **Renew licence** link on **Appearance → Cartavera**, then click **Refresh status**. - **Just activated:** click **Check again** on **Dashboard → Updates**. - **Not active on this site:** click **Activate licence** on **Appearance → Cartavera**. You can also download the latest ZIP from your wpruby.com account and upload it under **Appearance → Themes → Add New Theme → Upload Theme**. WordPress offers to replace the installed version. ## Site Editor ### My changes to a template disappeared after an update They didn't: templates you edit in the Site Editor are saved in the database and theme updates don't touch them. If you see the original template, check you're editing the right one. A static homepage, for example, uses the template chosen for that page, not **Front Page**. ### A new category doesn’t show in the header menu Once you've edited and saved the header, its menu is fixed and new categories aren't added on their own. Add the category to the Navigation block in the header, or reset the header (⋮ → **Reset**) to go back to the automatic menu. See [Headers and footers](https://wpruby.com/knowledgebase/cartavera-headers-and-footers/#edit-the-logo-menu-and-links). ### Template text didn’t change when I changed the site language Templates you edited and saved keep the text they had. Reset the template to get the translated text back. See [Translation](https://wpruby.com/knowledgebase/cartavera-translation/#text-in-templates). ### "This block contains unexpected or invalid content" or "Your site doesn't include support for the 'cartavera/…' block" The Cartavera Blocks plugin is inactive or missing. Activate it under **Plugins** (or **Appearance → Cartavera**). Don't click **Attempt recovery** or remove the block first: when the plugin is active again the block works as before. ### The trust or FAQ section says something out of date If you inserted one of those patterns into a page and saved it, its text is fixed. Edit the text, or delete the section and insert the pattern again to read your current settings. ## Storefront ### The search shows no suggestions - Cartavera Blocks must be active. Without it, the header has WordPress's normal search. - Suggestions come from WooCommerce's Store API (`/wp-json/wc/store/v1/products`). If a security plugin blocks the REST API for visitors, suggestions stop. Allow that path. - Suggestions only list published, visible products. ### No “Spend $X more for free shipping” message See [Free-shipping progress](https://wpruby.com/knowledgebase/cartavera-cart-and-checkout/#free-shipping-progress). It needs a Free Shipping method with a **minimum order amount** in the shopper's shipping zone, and it's hidden for empty carts, carts that need no shipping, and free shipping that also needs a coupon. Check that **Free shipping progress** is ticked under **WooCommerce → Settings → Shipping → Shipping options**. ### No “Returns: see our…” line on product pages WooCommerce's **Refund and Returns Policy** page is still a draft. Open it under **Pages**, write your policy, and publish it. See [Purchase notes](https://wpruby.com/knowledgebase/cartavera-product-page/#purchase-notes). ### No sale countdown The product's sale needs an end date (**Product data → General → Schedule**). For variable products, every variation must be on sale with the same end date. ### A product hasn’t got its “Best seller” badge yet Rankings are refreshed every six hours, or when you save a product or category. Save any product to refresh them now. ### The wishlist button doesn’t appear See [Wishlist button](https://wpruby.com/knowledgebase/cartavera-catalog-and-filters/#wishlist-button). With YITH or TI WooCommerce Wishlist, the plugin's button position must be set to **Shortcode** (YITH) or **Custom position with code** (TI). WooCommerce's own wishlist button shows only to signed-in shoppers, and not on variable products. ### No size guide button The product (or one of its categories) needs a size guide; see [Size guides](https://wpruby.com/knowledgebase/cartavera-product-page/#size-guides). Check that the product isn't set to **None** under **Product data → Advanced → Size guide**. ### Recently viewed products are empty The list is kept in each shopper's browser, so it starts empty for every new visitor and device, and private browsing windows forget it. View a few product pages, then check again. ### Quick view doesn’t show Quick view is off by default and is turned on per product grid. See [Quick view](https://wpruby.com/knowledgebase/cartavera-catalog-and-filters/#quick-view). ### Banner text is hard to read on my image Choose a darker or less busy image, or select the Cover block and set an **Overlay** colour and opacity. In the Midnight style, light images are dimmed automatically. ### Changes don’t show on the live site Clear your page cache and CDN. If you use a CSS or JavaScript optimisation plugin, clear its cache too. ## Still stuck? Contact WPRuby support from your wpruby.com account. To help us help you quickly, include: - your WordPress, WooCommerce, Cartavera and Cartavera Blocks versions (**Dashboard → Updates** and **Plugins**) - your PHP version (**Tools → Site Health → Info → Server**) - the steps that cause the problem, and a link to the page - what you've already tried, including deactivating other plugins