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Posts
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Hi,
I need your help urgently.
The images on our website are randomly disappearing! Any type of images – logos, pictures, headshots simply vanish and I don’t see any pattern. I, however, feel this is largely the case with new or more recent posts and pages. I have tried to fix this by reuploading all the images, change sizes and even free up some space from the image library but to no avail.
This is negatively impacting our inbound queries and I have also have paid ads linked to several pages, so need to get this fixed urgently. Can you kindly check?
Website link and a selection of land page URLs mentioned below –
Hey Kamakshi,
Can you give us temporary admin access to your website in the private content box below, so that we can have a closer look?
Best regards,
VictoriaHi Kamakshi,
The images disappearing on your regular posts is not really the theme issue.
Please deactivate all plugins one by one to check which one is causing this issue and let us know if this solves the problem.
Best regards,
VictoriaHi Victoria,
There are several plugins on our site – some like Elemontor have been used to build some of our key landing pages. I am worried about the visitor impact/ site performance if I deactivate Elementor. A few other important plugins are Yoast, Pardot and GA Google Analytics. Are there any plugins you recommend deactivating instead of deactivating them all?Hi,
I have repeatedly followed up on this query. Can anyone else pick this up, please? I have used your support before and your response time has never been so slow. As expressed in my initial query – I need to get this issue sorted urgently, it’s negatively impacting our inbound traffic and search ads.Hi,
The problem seems to be the compatibility with Elementor, but there is not a lot of what we can do. You see we have our Builder and we support that – while 3rd party builders might not functioning that good.
Best regards,
BasilisThe issue is not just with Elemontor based landing page but the entire website. Is there a way to fix this?
Hi, can you please respond back to my query. Like I said the issue is not just with the Elementor based landing pages but it is affecting the entire website. There has to be some way to fix it!
Looking forward to your response.
Hi,
Unfortunately we have no solution on the Elementor Compatibility – at least for now.
Best regards,
BasilisHi,
I deactivated all the plugins and activated these again as suggested initially. The problem still persists!
I don’t think the issue is the with Elementor plugin as the images on other pages of the site ( where Elemontor editor is not used) are also disappearing – I have used Elementor only on 3 pages of the website. Please, could you check this again for me?
Looking forward to your quick response.
Thanks, KamakshiHi,
Thanks for the update.
We tried logging in to the site but the credentials seem to be invalid. Please provide a valid user account so that we can inspect the pages. Do you have a test page where we can see the issue? And is there a specific step that we should follow to replicate the problem?
Best regards,
IsmaelHi Ismael,
Please see the updated login details in the box below. The images are randomly disappearing ( see URLs below) – I have to keep reloading the images for these stay displayed. However, in most cases the images stay online for a maximum of 2/3 day and disappear again. It is hard to understand what’s causing this. I deactivated all plugins and activated them again as suggested by one of your colleagues, I have also updated to the latest WordPress and PHP version. The only thing that is not updated is the theme. Do you think that could be an issue? If so, are you able to help with the theme update?
Looking forward to your response
Thanks
KamakshiHey!
We didn’t know that the site is using an old version of the theme. Unfortunately, we can’t help you with the update, so you have to do it on your end. The automatic update is no longer working on that version because its using a deprecated API. You have to update the theme manually via FTP just this once.
// https://kriesi.at/documentation/enfold/theme-update/#update-via-ftp
Do the images disappear when you update the page?
Best regards,
IsmaelHi Ismael,
The images don’t disappear right away but stay on for a few hours or a couple of days before disappearing.
Hi,
That’s odd. We may not be able to reproduce it if that’s the case. Is it happening if you switch to a default theme? Do you have a staging site? Please create a test page, add an image there like the ones you’ve added on the pages above, then we’ll check it after a few days.
Best regards,
Ismael
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