What if you can't fix an issue with a plugin you have for sale that's conflicting with a theme?

i have a WordPress plugin for sale that uses custom post types and custom meta boxes. Someone has reported an issue with the meta boxes not appearing since they upgraded their theme. The plugin works on their site with the default theme and I have tried replicating the issue on my own install using the same theme, plugins, and settings but have no problems. I have a request in to the theme author to see if he knows why it’s happening.

If the theme author has no idea, what would you do from this point? I’ve looked over the theme code and my own code and can’t find any issues. There’s no error messages and I don’t have and can’t get access to their server logs or their FTP , only their WordPress backend. They don’t have any backups and don’t know how to make them so I’m hesitant to do anything or install any additional plugins on their site.

bit of a tricky one…

can’t you walk them through backing up?

so you can’t replicate the problem with the exact same installations on your server?

I hadn’t thought of walking them through backing it up.

I’ve tried to replicate the site as close as possible but there still must be some difference I’m overlooking.

I take it, you have another username ? Or the item isnt sold on Envato marketplaces

Yes, it’s sold on Envato under my business user name – seaserpentstudio

seafae said
I hadn’t thought of walking them through backing it up. I’ve tried to replicate the site as close as possible but there still must be some difference I’m overlooking.

wordpress version, php version, apache version, mysql version… have they made any changes to the theme?