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My login to Enfold support is not working. I sent a password reset request, and I got back an email with a link to do the reset and it told me I had successfully changed it. I tried logging in, and I can’t. There is NOWHERE on your Support or Contact pages that offer a way to contact support with an issue like this – the only way you can contact them is to be logged in and I CAN’T LOG IN!!!! I have used the forum in the past so I know I have a valid account, and I got your email about the changes of ownership with Kriesi.at so I know I am in your system. Can you PLEASE have someone in the theme support area help me be able to log in and get help with a menu problem I have?
So it appears that I am in, but when I go to search for solutions to my menu issues this is what your response to another user says:
Please refer to this post – http://kriesi.at/documentation/enfold/(Purchase code hidden if logged out)/ and if that does not help, please see – http://kriesi.at/documentation/enfold/ (Purchase code hidden if logged out) -higher-resolutions/
So, this appears to mean I am NOT logged in. So I tried logging in on that page using the credentials you provided, and it still doesn’t let me go to the solution link. I also want to be able to change my password on my account, and I can’t find where to do that either.
Hi,
Can you please try logging in another browser? After logging in, you can simply change your credentials.
Best regards,
YigitI tried logging in using IE, and it won’t log me in. I also can’t see anywhere on your site where you can change your credentials, although I don’t think I am logged in right now anyway since when I try to access Support it says “You must be logged in to create new topics” at the bottom of the list of topics already reported. This is becoming very frustrating to me that I can’t get help from you to resolve this login issue, which also means I can’t get help with the problem I have with my website which is that the top menus bleed into the icon, and the dropdown menus are transparent and the font is dark blue so they are almost invisible then they drop down. This seems to have occurred after the last 2 WordPress updates.
Am I going to get any help with this?
Hey!
I regenerated your password and tried logging in on incognito mode and no issues at all – http://i.imgur.com/cih0Ri3.png
I am not really sure what could be the issue on your end. Can you please try using another computer just to check if that helps?
Cheers!
YigitI have now tried logging in using both the passwords you generated, I’ve done it using Chrome and Internet Explorer, and have tried from 2 different computers. It still is not logging me in.
And when I go to Support, then Enfold I can’t search for any toopics, and at the bottom of the page it says”You must be logged in to create new topics.”
Hey!
That is weird.
I will forward this thread to my teammates. Maybe they have an idea why you are not able to login.
If you want, we can delete your existing account and then you can try re-registering using the same purchase code. Shall we try that?Cheers!
YigitSure. I just tried again from my PC at home which I had never used to connect to the Kriesi site and got exactly the same result – not logged in.
Hi Mark!
We have deleted your account. Please try registering once again here – https://kriesi.at/support/register/
Hopefully it works this time!Best regards,
YigitAAAAARRRRRGGGGGHHHHHH! I went through the entire routine of setting up my account again (see Private Content below) and it STILL will not log me in!! I get the same message at the bottom of the page that says ”You must be logged in to create new topics.” There is nothing resembling the image you sent (http://i.imgur.com/cih0Ri3.png) on the page.
Look, I have GOT to be able to get help with the theme. The main menus have suddenly become transparent, the font color has changed, the menu overlaps the icon, and the dropdowns are also transparent. The site is pointarenalighthouse.com and it acts the same way on Chrome and IE. I have given you an Admin login to the site in the Private Content below.
I am so very frustrated and disappointed in Kriesi at this point. I should be able to log in and get help, view and search the Topics and submit issues.
Hi!
I made a test post from your account and it really is working for me – https://kriesi.at/support/topic/forum-logins/
Regarding the issue, you are currently using a very old version of the theme. Please update Enfold to the latest version 3.8.5 – http://kriesi.at/documentation/enfold/updating-your-theme-files/ and flush browser cache and refresh your page a few times – http://wiki.scratch.mit.edu/wiki/Hard_Refresh
If that does not help, please try de-activating all active plugins.
Best regards,
YigitThink I already posted this, but don’t see it on the string in the last link you sent. I have updated to 3.8.5 and it is confirmed in the Theme Update page of WordPress. I did the refresh on my website home page on both Chrome and IE, did both the CTRL F5 and CTRL refresh button and the menus did not change their appearance or operation at all. Before I go through and deactivate all the other plug ins I have, as I don’t think that is the problem – I believe it is the Enfold theme – I would appreciate it if you would do the following:
Go to my website pointarenalighthouse.com and see how the menus appear on your browser. If they are as I have described in previous posts, then I think the problem is with the settings in the Enfold theme. If they are NOT as I describe, then I am completely at a loss to explain what is going on. The menus are messed up on Chrome and IE on my work PC, my bookkeeper’s work PC, the PC in our museum, on my personal laptop at home, on my wife’s laptop at home, and on my Samsung Galaxy S5 Android phone.
If the problem is evident when you log in, please do what is necessary to fix it in WordPress/Enfold. I know this has been a problem before because I had to report it after an update about a year ago, but since I can’t log into the Kriesi support site and look at my previous issues and their resolution I can’t go back and see how you fixed it.I also MUST be able to log into the Kriesi Support portal. I understand that you can log in and I see your image that proves you could do it, but since I have done everything you have told me to do on multiple devices and I am not allowed to login, and I get no type of error message telling me why, I have to believe that it is an issue within your system that is not allowing me in. PLEASE refer this to someone that can resolve it, since I paid for the Enfold Theme and the support that goes with it, and without being able to log in I can’t get that support.
Hi Mark,
Sorry for the late reply!
Can you please post FTP logins here privately as well?
I believe i figured out what is causing the issue but need to make sure :)Best regards,
Yigitit is in the private content. Just to be clear, is this for you to fix the menu problem AND to fix the fact that I can’t login to Kriesi.at support? If it is only the menu issue please remember I still have to be able to use the Kriesi support site and right now I can’t, with the exception of this specific issue string.
Still no fix to the menu problem and no response to my previous post.
Hi,
Sorry for the late reply Mark however i am not able to figure out the issue unfortunately. I adjusted permissions and tried installing & activating child theme but neither helped. Can you please contact your hosting provider regarding the issue? It definitely seems like a permission issue.
Best regards,
YigitWhat am I supposed to tell my provider? What “permissions” could be the problem with the appearance of the menu? This sound like a copout by Kriesi, I will remind you that this issue happened on my site before, and it was resolved with some settings and CSS code that you provided, although I can’t go back and see it because I CAN’T LOGIN TO THE KRIESI SUPPORT SITE!. Also, you continue to ignore my request for help with not being able to log into the Kriesi support system. Finally, the link you provided in the Private Data area comes back with:
Forbidden
You don’t have permission to access /wp-content/uploads/dynamic_avia/enfold.css on this server.
Apache/2.2.3 (CentOS) Server at pointarenalighthouse.com Port 80
I would also appreciate more prompt responses from you, not the 6 days it took you to respond to this one and the 5 days it took for the one before that. This has been going on now for almost a month (I reported it first on January 21) and I am frankly disgusted by your lack of support and assistance, and that you continue to ignore the fact that I can’t login to the Kriesi support system.
Hi,
That file should be accessible. It is the dynamic stylesheet of the theme that is being generated when you adjust the options in Enfold theme options. Since it is not accessible, styles are not being applied. That is the cause of the issue.
Regarding you are being able to login and start threads on our support forum, i contacted my teammates including our devs. If there is anything i am missing, they would comment here.
Best regards,
YigitThis response is completely meaningless and tells me nothing! Please respond to my specific requests that I have been making over this entire topic string, particularly the last 2 posts. As for your most recent response, please use the numbers to the questions below to respond to each one individually:
1) Are you referring to the fact that I can’t get to the URL you provided?
2) Is that link the solution to the menu problem? If not, what is the link?
3) What exactly do you mean “Since it is not accessible, styles are not being applied. That is the cause of the issue”?
4) What are the “permissions” you claim need to be addressed to resolve (what I think is an Enfold Theme) problem, and how do I describe the problem to my host provider?
5) When can I expect your “teammates including our devs” to weigh in with a solution to my inability to login to Kriesi support? I received the following in a separate email:Hi Emperor_T,
This notice confirms that your password was changed on Support | Kriesi.at – Premium WordPress Themes.
If you did not change your password, please contact the Site Administrator at
(Email address hidden if logged out)This email has been sent to (Email address hidden if logged out)
Regards,
All at Support | Kriesi.at – Premium WordPress ThemesBig surprise – I still can’t login!!!!!! Was I supposed to be rpovided with the new password you seem to be saying you set up for my login? If so, I sure don’t have it. I tried logging in with the passowrd I had attempted to set, oh, about 12 posts ago, but no luck.
My frustration with your lack of help and your unclear and unhelpful response, coupled with your attempt to shift responsibility to my host provider without giving ANY explanation of what the problem is, has reached insanity level. I cannot believe how poor Kriesi’s support is, and I am just screwed – I have invested hundreds of hours on my current website using the Enfold theme, and to convert it to something else would mean hundreds of more hours. As a paying customer, I should be getting the support I need on YOUR theme to make it work correctly. You completely ignored my reference to the EXACT same problem that I reported in the past, which you fixed with a combination of settings and CSS code. I am 99.9% certain this is an Enfold theme problem, not a host problem, and you need to prove to me what the real problem is before I will contact my host provider. It is also inexcusable that I can’t login to Kriesi support, and that there seems to be no escalation avenue for a problem that is almost 30 days old and you have done NOTHING to resolve.
Hi,
For testing purpose I tried the login credentials posted above by Yigit and it is working perfectly fine!
To take it one step ahead we have created a new support ticket without any issue please check https://kriesi.at/support/topic/this-is-a-new-ticket-for-testing-purpose-for-emperor_t/
Screenshot attached in private content.
There may be some issue with your browser please check it out in a different system or a browser. The user name and password for the support is perfectly fine :)
If you need any further help please feel free to get in touch with us.
Best regards,
Vinay
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