Theme Will Not Import

I really need help, sadly Colibri support has had me running in circles and if I wasn’t bald already, I certainly would be now.

I have a site up and running using Colibri Pro and it’s been great for the past couple of years. I bought the business license so I could use it on up to 5 sites. Once I tried to import the theme I want to use, everything has just become a nightmare. Sadly, I’ve been going back and forth with Colibri for a week now and they have honestly done nothing to help.

The good news is, I’m just trying to get this working on my staging site, so the production site is unaffected. Once I get the stage site working I’ll sync it to the production site. Heres what’s going on…

I updated to Colibri Pro by entering my license which worked as expected. I went to Themes > Colibri Settings > Demo Sites and found a theme called “Theater” and clicked the “Install” button. It said it installed successfully then the screen gets a little darker and spinning progress circle pops up with a message stating “preparing theme styles” and it never stops. I’ve let it go for over 24 hours at one point and it was still going the next day.

I’ve done these steps at least six times now to no avail. I have followed every instruction precisely that Colibri support has given me and it doesn’t work—the SAME thing happens EVERY. SINGLE. TIME. On a three occasions it has completely crashed the site resulting in a “critical error” (thus I can no longer access it) forcing me to restore it from my production site. Here’s the steps I go through in an effort to install the Theater theme:

1. Disable all plugins except Colibri Page Builder Pro
2. Delete all pages
3. Delete all posts
4. Install theme

Additionally, I was told what my PHP settings needed to be, I checked, and all of my PHP settings meet or exceed the recommended values (even though they tried to blame my PHP values for my errors even after I provided them a screen shot).

I created an admin user for Colibri support and a couple of days later they responded saying “We imported the theater demo to your staging site.” I went to my site and it was not imported. All that was there was the Colibri WP theme. So I wrote back, a bit baffled by this as the whole point of creating the admin user for them was to go in and install the theme so I could use my site, and told them it wasn’t there. Their response was this:

“This is the expected behavior as Theatre is a starter template we offer, which can be imported from any site using the Colibri WP theme. To import a demo you can go to your WP Admin > Appearance > Colibri Settings > Demos.”

Well, that’s the very thing that started my problem to begin with, but I tried it anyway and (no surprise here) it didn’t work! The same thing happens where it seems to partially install, has a spinning progress circle forever, and my site is a weird hybrid of the Colibri WP theme and the Theater demo.

Does anyone have any idea how to fix this? I just want to use the “Theater” demo, but I can’t install it without it crashing and no one seems to know what to do about it.

Thanks in advance for any tips.

The page I need help with: [log in to see the link]