error importing template

Hi.

Thank you for choosing our product.

Please Navigate to Tools > Site Health > Info (tab) and click on the “Copy site info to clipboard” button, then send the information to our email: royalelementoraddons@gmail.com

Also, navigate to Tools > Export – choose All Content click on Download Export File, and then send this file to our email as well.

We will analyze your system and replicate the same case. This will help us debug the issue much easier and provide a faster solution.

P.S. Please don’t forget to mention the support URL from wordpress.org.

Kind regards, Sophia

Hi again.

Yes, you can rename it. Please see the screenshots below:

https://prnt.sc/6_V2SAKY-YGZ
https://prnt.sc/UPSYiU2BEoya

Let me know if this helps.

Kind regards,
Sophia

@marsismyhome

Hello Royal Addons Team,

I am experiencing a persistent issue when trying to import any Royal Addons template.

Whenever I attempt to install a template, regardless of which one I choose, I receive the following error message:

Error: Import File download failed.
Please contact Customer Support and send this Error.

To troubleshoot the problem, I have already tried the following:

• Uninstalling and reinstalling Royal Addons
• Updating WordPress to the latest version
• Updating PHP to a newer version
• Checking plugin compatibility
• Clearing cache and retrying the import process

Unfortunately, the issue persists and I am unable to import any template.

Could you please help me identify the cause of this problem and suggest a solution? If you need any additional information (WordPress version, PHP version, hosting details, error logs, etc.), I will be happy to provide it.

`
### wp-core ###

version: 7.1.2
site_language: en_US
user_language: en_US
timezone: +00:00
permalink: /%year%/%monthnum%/%day%/%postname%/
https_status: true
multisite: false
user_registration: 0
blog_public: 1
default_comment_status: open
environment_type: production
user_count: 1
dotorg_communication: true

### wp-paths-sizes ###

wordpress_path: /home/signqmcu/public_html
wordpress_size: 92.26 MB (96738586 bytes)
uploads_path: /home/signqmcu/public_html/wp-content/uploads
uploads_size: 0.00 B (0 bytes)
themes_path: /home/signqmcu/public_html/wp-content/themes
themes_size: 2.14 MB (2240337 bytes)
plugins_path: /home/signqmcu/public_html/wp-content/plugins
plugins_size: 107.44 MB (112662262 bytes)
fonts_path: /home/signqmcu/public_html/wp-content/uploads/fonts
fonts_size: directory not found
database_size: 1.53 MB (1602822 bytes)
total_size: 203.37 MB (213244007 bytes)

### wp-active-theme ###

name: Royal Elementor Kit (royal-elementor-kit)
version: 1.0.149
author: WP Royal
author_website: https://royal-elementor-addons.com/
parent_theme: none
theme_features: core-block-patterns, widgets-block-editor, automatic-feed-links, title-tag, post-thumbnails, custom-logo, custom-header, custom-background, menus, html5, responsive-embeds, align-wide, woocommerce, wc-product-gallery-zoom, wc-product-gallery-lightbox, wc-product-gallery-slider
theme_path: /home/signqmcu/public_html/wp-content/themes/royal-elementor-kit
auto_update: Enabled

### wp-plugins-active (3) ###

Elementor: version: 4.3.0, author: Elementor.com, Auto-updates disabled
Royal Backup, Restore & Reset: version: 1.0.27, author: wproyal, Auto-updates disabled
Royal Elementor Addons: version: 1.7.1068, author: WP Royal, Auto-updates disabled

### wp-plugins-inactive (1) ###

Akismet Anti-spam: Spam Protection: version: 5.7.2, author: Automattic – Anti-spam Team, Auto-updates disabled

### wp-media ###

image_editor: WP_Image_Editor_Imagick
imagick_module_version: 1810
imagemagick_version: ImageMagick 7.1.2-30 Q16-HDRI x86_64 24546 https://imagemagick.org
imagick_version: 3.8.1
file_uploads: 1
post_max_size: 1024M
upload_max_filesize: 1024M
max_effective_size: 1 GB
max_file_uploads: 20
imagick_limits:
imagick::RESOURCETYPE_AREA: 305 GB
imagick::RESOURCETYPE_DISK: 9.2233720368548E+18
imagick::RESOURCETYPE_FILE: 196608
imagick::RESOURCETYPE_MAP: 152 GB
imagick::RESOURCETYPE_MEMORY: 76 GB
imagick::RESOURCETYPE_THREAD: 1
imagick::RESOURCETYPE_TIME: 9.2233720368548E+18
imagemagick_file_formats: 3FR, 3G2, 3GP, A, AAI, AI, APNG, ART, ARW, ASE, ASEPRITE, ASHLAR, AVCI, AVI, AVIF, AVS, B, BAYER, BAYERA, BGR, BGRA, BGRO, BIE, BMP, BMP2, BMP3, BRF, C, CAL, CALS, CANVAS, CAPTION, CIN, CIP, CLIP, CMYK, CMYKA, CR2, CR3, CRW, CUBE, CUR, CUT, DATA, DCM, DCR, DCRAW, DCX, DDS, DFONT, DNG, DOT, DPX, DXT1, DXT5, EPDF, EPI, EPS, EPS2, EPS3, EPSF, EPSI, EPT, EPT2, EPT3, ERF, EXR, FARBFELD, FAX, FF, FFF, FILE, FITS, FL32, FLV, FRACTAL, FTP, FTS, FTXT, G, G3, G4, GIF, GIF87, GRADIENT, GRAY, GRAYA, GROUP4, GV, HALD, HDR, HEIC, HEIF, HISTOGRAM, HRZ, HTM, HTML, HTTP, HTTPS, ICB, ICN, ICO, ICON, IIQ, INFO, INLINE, IPL, ISOBRL, ISOBRL6, J2C, J2K, JBG, JBIG, JNG, JNX, JP2, JPC, JPE, JPEG, JPG, JPM, JPS, JPT, JSON, K, K25, KDC, LABEL, M, M2V, M4V, MAC, MAP, MASK, MAT, MATTE, MDC, MEF, MIFF, MKV, MNG, MONO, MOS, MOV, MP4, MPC, MPEG, MPG, MPO, MRW, MSL, MSVG, MTV, MVG, NEF, NRW, NULL, O, ORA, ORF, OTB, OTF, PAL, PALM, PAM, PANGO, PATTERN, PBM, PCD, PCDS, PCL, PCT, PCX, PDB, PDF, PDFA, PEF, PES, PFA, PFB, PFM, PGM, PGX, PHM, PICON, PICT, PIX, PJPEG, PLASMA, PNG, PNG00, PNG24, PNG32, PNG48, PNG64, PNG8, PNM, POCKETMOD, PPM, PS, PS2, PS3, PSB, PSD, PTIF, PWP, QOI, R, RADIAL-GRADIENT, RAF, RAS, RAW, RGB, RGB565, RGBA, RGBO, RGF, RLA, RLE, RMF, RSVG, RW2, RWL, SCR, SCREENSHOT, SCT, SF3, SFW, SGI, SHTML, SIX, SIXEL, SPARSE-COLOR, SR2, SRF, SRW, STEGANO, STI, STRIMG, SUN, SVG, SVGZ, TEXT, TGA, THUMBNAIL, TIFF, TIFF64, TILE, TIM, TM2, TTC, TTF, TXT, UBRL, UBRL6, UIL, UYVY, VDA, VICAR, VID, VIFF, VIPS, VST, WBINFO, WBMP, WEBM, WEBP, WMF, WMV, WMZ, WPG, X, X3F, XBM, XC, XCF, XPM, XPS, XV, XWD, Y, YAML, YCBCR, YCBCRA, YUV
image_format_transforms: image/heic → image/jpeg, image/heif → image/jpeg, image/heic-sequence → image/jpeg, image/heif-sequence → image/jpeg
gd_version: 2.3.3
gd_formats: GIF, JPEG, PNG, WebP, BMP, AVIF, XPM
ghostscript_version: 9.27

### wp-server ###

server_architecture: Linux 4.18.0-553.54.1.lve.el8.x86_64 x86_64
httpd_software: LiteSpeed
php_version: 8.3.33 64bit
php_sapi: litespeed
max_input_variables: 5000
time_limit: 1500
memory_limit: 1024M
max_input_time: 1500
upload_max_filesize: 1024M
php_post_max_size: 1024M
curl_version: 8.21.0 OpenSSL/1.1.1w
suhosin: false
imagick_availability: true
opcode_cache: true
opcode_cache_memory_usage: 70273664 of 134217728
opcode_cache_interned_strings_usage: 100% of 8388608 (0 free)
opcode_cache_hit_rate: 92.49
opcode_cache_full: false
pretty_permalinks: true
htaccess_extra_rules: true
static_robotstxt_file: false
current: 2026-09-23T10:18:31+00:00
utc-time: Wednesday, 23-Sep-26 10:18:31 UTC
server-time: 2026-09-23T10:18:30+00:00

### wp-database ###

extension: mysqli
server_version: 11.4.13-MariaDB-cll-lve-log
client_version: mysqlnd 8.3.33
max_allowed_packet: 268435456
max_connections: 500

### wp-constants ###

WP_HOME: undefined
WP_SITEURL: undefined
WP_CONTENT_DIR: /home/signqmcu/public_html/wp-content
WP_PLUGIN_DIR: /home/signqmcu/public_html/wp-content/plugins
WP_MEMORY_LIMIT: 512M
WP_MAX_MEMORY_LIMIT: 1024M
WP_DEBUG: false
WP_DEBUG_DISPLAY: true
WP_DEBUG_LOG: false
SCRIPT_DEBUG: false
WP_CACHE: false
CONCATENATE_SCRIPTS: undefined
COMPRESS_SCRIPTS: undefined
COMPRESS_CSS: undefined
WP_ENVIRONMENT_TYPE: undefined
WP_DEVELOPMENT_MODE: undefined
DB_CHARSET: utf8mb4
DB_COLLATE: undefined
EMPTY_TRASH_DAYS: 30

### wp-filesystem ###

wordpress: writable
wp-content: writable
uploads: writable
plugins: writable
themes: writable
fonts: does not exist