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Hi,
I am a Collector Level 4 at Themeforest. I have four copies of enfold and only one has been used. I am planning to use more of Enfold, knowing that your support has been excellent in the past.
I have a website at https://www.nelsonplastics.co.nz/ It has the following issues.
1. The page https://www.nelsonplastics.co.nz/cabinets/ is whited out. It should be displaying all the images.
2. Every time I update the theme, the website has issues with different devices. This time, it is showing on the iPhone but not on the desktop or laptop.
I appreciate an early response.
Thanks in advance,
MohanHey Mohan-Iyer,
1. All the images are displaying fine on my end on the page you linked to, how can we reproduce this problem?
2. I see that you are running 4.5.4, does this happen when you update to 4.7.3? If so then we would need to be able to reproduce the problem in order to help you out, since it’s not a general problem with the theme.
Best regards,
RikardHi,
Thanks for the help.
I have updated the theme to the latest – 4.7.3.
The https://www.nelsonplastics.co.nz/cabinets/ page still displays a white layer for a long time on my macbook, even though it looks fine on iphones.
Please see the screenshot. I have flushed the cache and have tried it with different browsers.
DropBox link for screenshots – https://www.dropbox.com/s/jt1poorekwesj9x/Screenshot%202020-02-24%2012.53.42.png?dl=0
Thanks in advance,
MohanHi,
Thanks for the update, I see the same thing on my end. The browser is looking for a file which doesn’t exist, did you select to delete the old CSS and JS files under Enfold->Performance? If not then please try doing so.
I tried logging in to check it myself but the login details you posted are not working. Please check and verify.
Best regards,
RikardHi Rikard,
Thanks for the reply. This white-screen is not a recent issue. It has been there for over 6 months. I have not delete any css or .js files. I purchased a new copy of Enfold, just to get continued support. I am only using one copy, although I am using only one copy.
I re-iterate the issues.
1. When a page or gallery is updated with new images, the new images seem to to display on the iPhone but not the larger screens. Please see enclosed screenshots. The link is here – https://www.dropbox.com/sh/9479ouqr3x1le0o/AAA6ceXMn3sFuNu9JSwtrClMa?dl=0
2. The Gallery pages are seen with a white transluscent shade. Please see screenshots.
I am providing the credentials for the website again under private content.Please treat this as urgent.
Thanks,
MohanHey guys!
I am still waiting for a response that will fix my issue.
I cannot wait forever.
Please get this issue fixed.
MohanHi Mohan,
Sorry for the late reply!
1- You are currently using 2 cache plugins. We would recommend you to use 1 instead. After making changes on your website, please clear cache as well.
2- I could only reproduce the issue on Safari so I added following code to bottom of Quick CSS
.avia_desktop.avia-safari.avia_transform .avia-gallery-animate .avia-gallery-thumb img { opacity: 1; -webkit-transform: scale(1); transform: scale(1); }I believe this issue is related to one of the plugins you are using.
Best regards,
YigitHi,
Thanks for adding the css. I do not know how this can help anything.
There are two issues. I reproduce them below:
1. When a page or gallery is updated with new images, the new images seem to display on the iPhone but not the larger screens. Please see enclosed screenshots. The link is here – https://www.dropbox.com/sh/9479ouqr3x1le0o/AAA6ceXMn3sFuNu9JSwtrClMa?dl=0
2. The Gallery pages are seen with a white transluscent shade. Please see screenshots.
I am providing the credentials for the website again under private content.
No one seems to have look at the complaint in totality.
I have disabled both the cache plugins after deleting the cache. I have also deleted browser cache and tried the gallery pages. The problem has not gone away.
I am extremely dissatisfied with the quality of support. The idea of support seems to do something and push back on the issue rather than providing a solution. I will be posting this on the themeforest comments section every 24 hours until this issue is solved.
PLEASE TAKE THIS ISSUE SERIOUSLY. I AM NOT KIDDING.
PLEASE READ THE TICKET COMPLETELY AS WELL AS THE HISTORY. YOUR JOB IS TO PROVIDE A FIX – NOT UNHELPFUL EXPLANATIONS!
I am providing a link to the screenshots here – https://www.dropbox.com/sh/9479ouqr3x1le0o/AAA6ceXMn3sFuNu9JSwtrClMa?dl=0Mohan
Hi,
I realized I numbered answers incorrectly. I just edited my post above and corrected it. Sorry for the confusion. Other than that, I am not sure why do you think we are not taking the issue seriously. I will elaborate a bit more as my explanations were actually not unhelpful at all :)
1- I attached two screenshots in private content field, one from my iphone and other from my mac. They are both the same as in backend, because you de-activated both plugins. You should not have such issues when cache is clear. Also, you could have disabled mobile cache in one of the plugins so you would be seeing cached version on desktop and not mobile.
2- I added the code in Quick CSS field to fix opacity (white transluscent shade) issue on Safari desktop version. I attached the link of the page where I confirmed. So that should be fixed already. If you are still seeing the images in the gallery with low opacity, that also points to cache. Please clear cache on Safari on mac as well. This is not a known issue and I could not reproduce it on my local installations. Hence, I think this is related to one of the plugins you are using.
Best regards,
YigitHi Yigit,
Please read my post. It is reproduced here.
I have disabled both the cache plugins after deleting the cache. I have also deleted browser cache and tried the gallery pages. The problem has not gone away.
I am providing a link to the screenshots here – https://www.dropbox.com/sh/9479ouqr3x1le0o/AAA6ceXMn3sFuNu9JSwtrClMa?dl=0
Safari is not the world standard for browsers. Just checking Safari alone is not sufficient.
I would have appreciated if you had actually had a look at the uploaded screenshots and found that they are from Chrome and FF. Are you saying that the theme is only Safari-compliant?
Please test it in ALL the browsers including FireFox and Chrome. The opacity issue is still there in Firefox and Chrome in macbooks and windows laptops.
I have deactivated ALL the plugins and tried the four gallery pages. The issus is still there.
Yigit, I want you to hand over the issue to the second level, if there is one.
All my future posts will be found in Themeforest Comments section.
Lastly, you have not even addressed the issue where, after updating, the updated pages show up correctly in an iphone but not on a macbook. I have sent you the screenshots through dropBox.
MohanHi,
Please see my comments on Themeforest:
ENFOLD – POOR OR NON-EXISTENT SUPPORT
I am a Level 4 Collector in Themeforest. I have been with Themeforest for 7 years. I am an experienced web developer with over 150 websites.
I had four copies of Enfold. I have not used any as I did not find the design attractive enough. I purchased a fifth copy recently to get support for a recently built website.
I am truly disappointed with the poor quality of support. The support technician(s) do not read the ticket nor do they make an honest attempt to understand what the issue is. They are very happy to throw the blame on anything other than the theme itself.
After a week of going back and forth, I am at my wit’s end. I am at a stage where I will have to dump the theme and re-develop the website with a decent theme – at my cost.
If you are thinking of buying the theme, please consider and ask some hard questions about the quality of support. It would be in your interest.
Mohan
This will continue till my issue is sorted out.Hi,
My motivation has always been fixing the issues, Mohan, so please stop threatening me with posting comments on ThemeForest.
I read your posts, I am clear on the issues you are having. Please you too read my posts. I have already wrote that “I could only reproduce the issue on Safari”. I attached the screenshots from Firefox and Chrome in private content field.
Lastly, you have not even addressed the issue where, after updating, the updated pages show up correctly in an iphone but not on a macbook. I have sent you the screenshots through dropBox.
Answer #1 is for this issue exactly. Especially “you could have disabled mobile cache in one of the plugins so you would be seeing cached version on desktop and not mobile” part. Have you checked my screenshots from Safari desktop and Safari mobile?
Please share FTP logins here privately as well and let us know if we can de-activate all active plugins for testing purposes. I did not want to de-activate any plugins or test around without your consent.
I will share this thread with my teammates as well.
Best regards,
YigitHi Yigit,
Thanks for the email.
I understand you feel threatened. That was my intention.
I just want this issue to be resolved. I have not seen any indication that we are anywhere near it.
Please understand that there are other Theme Designers who go a long way to find the issue and fix it, not offering theories on what may have caused.
the issue.
I do not have much time left. My customer will walk out on me if the issue is not fixed in the next day or two.
Good luck!
MohanHi Mohan,
Thanks for the information!
I noticed some of the options were missing in Enfold theme options > Performance tab so I re-installed the theme and then deleted cache files on your server. Then I edited your gallery elements and chose to start animation on page load to make sure they load correctly for all visitors.
I checked your website on Chrome, Firefox, Opera and Safari on my mac and Safari on my iphone.
– Opacity (white transluscent shade) issue is no longer there (previously it was only on Safari for me)
– Updated your homepage and confirmed it is the same on desktop as it is on mobile.Could you please check both cases and report back? :)
Best regards,
Yigit
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