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Posts
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Dear support team, I have a strange problem in the page builder on one of my sites: Theme shortcodes are not saved and applied properly.
Here is the attempt to make it clear with an example:
I place a tab element on a page and edit it. Using the magic wand I generate a button, confirm and save. If I now look at the page directly afterwards in the frontend I see the button in the tab, but when I open the element again in the backend the shortcode is no longer there. The tab is empty. The same happens for example with the accordion elements.
If I generate shortcodes in a text field there is no problem. Only with shortcodes that are used within elements. Shortcodes from plugins work strangely enough, only ALB shortcodes are lost.
I have already checked it in several browsers. Chaches emptied. Reinstalled the theme. Plugins all deactivated. Deleted all codes from functions.php. Removed customizations from the .htacces. However, the problem always remained.
There is another almost identical homepage running on the same server. There the theme behaves as normal and shortcodes can be used without problems in all ALB elements. Same for a lot of other homepages I bulit with your great theme.
Now I somehow don’t know what to do. Can you help me?
Maybe I should add that in the tab element the button “New Tab” does not work as it usually does. When I use this button, the first tab is duplicated and no empty tab with the name “Tab Title” is created.
What could be the reason for this? Ideally need a speedy solution as I have several editors working on the site. At the moment whenever someone edits an existing tab item with an ALB shortcode in it the existing shortcodes are stripped. This is of course a fatal problem.
Best regards,
DanielHey spooniverse,
Thank you for the inquiry.
We were not able to reproduce the issue on our installation, which contains the latest version of the theme (4.8.7.1). We updated the page and saved the element a few times.
Screenshot: https://imgur.com/homwyE0
Please try to temporarily disable the plugins, toggle the Enfold > Performance > File Compression settings, then purge the cache before testing it again.
Best regards,
IsmaelHey Ismael, thanks for this idea. Sadly it did not work.
The problem is, that I can’t reproduce it either. It occurs only on one of my other pages (and I have quite a lot). Even on another page (same server, same directory, same version of WP and Enfold) everything works as expected.
As I said I have already checked it in several browsers. Chaches emptied. Reinstalled the theme. Plugins all deactivated. Deleted all codes from functions.php. Removed customizations from the .htacces. However, the problem always remains. I have the latest versions of all plugins and WP and theme installed and I really don’t know what to do. There is no combination of settings that brings back the normal behaviour …
What can I do next?
Hopeful greetings,
DanielHi,
Thank you for the info.
Did you add any custom html tags (e.g script or input tags) in the page? These tags could break the layout of the page and cause the builder to function or behave incorrectly.
You should also try to re-create the page from scratch if none of the suggestions above are working.
Best regards,
IsmaelHi Ismael,
I do have some modifications going on but even if I delete them and flush the cache the problem remains. And as I said I do have a nearly identical website on the same server package and it works without any problems.
What do you mean by re-create? The whole website? It is a large project. Gave you the link in the first post.
Do you see any chance that it could be a soloution to downgrade the theme? I simply don’t know where the error could come from as it remains even if I deactivate everything and am left with only WP and the theme. Can’t recall if it worked in the last version of the theme. It was working some months ago for sure. And in the other installation on the server ist is working with the same settings, plugins and so on. Really strange.
Could that be of any reward?
Best regards,
DanielHi,
What do you mean by re-create? The whole website? It is a large project. Gave you the link in the first post.
No, just the page where the issue occurs. Could you post the login details in the private field? We would like to check the content of the page. We may need to deactivate the plugins while we are at it. Is that OK?
Best regards,
IsmaelIt occurs on every page. Not only on one of the pages. Everytime ALB is used and it is a shortcode inside an editable text field inside an ALB Element (not in the ALB Text-Element). For example in a Tab- or Accordeon-Element.
Since it is a shop that is live I don’t know how we could manage it that it is save for you to deactivate plugins? I actually did it twice without success …
But I think I can give you access to the website und you can create a page and see the behaviour for yourself.
Would that be of any help?
Hi,
The problem is, that I can’t reproduce it either. It occurs only on one of my other pages (and I have quite a lot). Even on another page (same server, same directory, same version of WP and Enfold) everything works as expected.
This is what you said in your previous reply, so we actually thought that it is only happening on a single page. You may need to clone the site to a subdomain so that we can properly check it. And please provide an actual link to the pages where the issue occurs.
Best regards,
IsmaelOh, with “other pages” I meant homepages. I have 40+ homepages/websites with your theme. The problem only occurs on one of them. And I even have a nearly identical homepage to the one with the problem, and this one works fine as well. Attached you find links.
You think a downgrade makes no sense? So I would have to clone the project …
Hi,
Thank you for the info.
We do not see any errors or unusual content in the page. Can we access a staging or development version of the site? We may need to inspect the builder shortcodes.
Best regards,
IsmaelI will set up a development version and give you the login credentials when I am ready. Thanks for your help!
Here we go. Since it is only for development purposes I didn’t copy the > 6 GB of media data from the uploads folder. But you can recreate the problem and see all the settings in the backend.
The problem occurs everytime an ALB Shortcode is used inside an ALB Element (for example on pages). And the behaviour of generating new tabs is strange (as mentioned earlier).
Thank you a lot for taking a look!
Hey Ismael, is there any forecast until when you can take a look at it? Since the editors of the page are curious when they can edit the ALB-Elements again. Right now they can’t because already included ALB-Shortcodes get stripped while working on the elements – if they are opened and closed. Only if the ALB-Elements are not touched the content stays the same …
I appreciate your support!
Cheers, DanielI have traced down the problem! It’s because of the Custom Element Templates (CET). When they are enabled in the theme settings, the described misbehavior with the shortcodes occurs. If I deactivate the Custom Element Templates everything works as usual and behaves normally.
On the live version of the homepage I will deactivate the CET for now, because I only use it for one element anyway but I will leave the development environment online for now, so maybe you can recreate the problem there and solve it in a future update. The CET is still active in the staging site.
Will you give me feedback here if I can delete the access?
Hi,
Thank you for the info, and quite sorry for the delay.
Was the CET created in the older versions of the theme? What happens when you delete the existing CETs and recreate them from scratch?
We created a test page (see private field), added a tab element to it and inserted the only CET but we are not able to reproduce the issue. The content of the tab element updates correctly after saving.
Best regards,
IsmaelDear Ismael, thank you for your message. As I said, in the live environment the problem is solved. I have completely disabled CET there via the theme settings. Now everything behaves as usual.
On the test environment, the error persists. Just for you, in case you want to recreate the error and solve it for the future.
You write that you can’t reproduce the misbehaviour, but I can with your link. In this context, please note the private link in my post from November 30. There is a video that shows the problem (added the link in private field again). It is about duplicating or creating tabs. And about ALB shortcodes within tabs (or other ALB elements). These are removed when you go into edit mode again.
About your example page: It doesn’t matter if the CET element (the button) is placed on the page or not. If the CET are deactivated in general (via the theme settings), everything is normal, but if they are used -> they are active in the theme, it comes to the misbehavior.
Specifically, go to the page you sent me and click on “New Tab”. Strangely enough, the first tab is duplicated, instead of a new and empty tab is created. Or open a tab and use the magic wand to place an icon in it as a shortcode, save the tab element and leave it. When you go back in and click on the tab where the shortcode was, the tab is empty.
Does that make the problem clearer for you?
As I said, I’ve left the development environment online for now just for you guys to maybe recreate the problem there and fix it in a future update. If you don’t need it (or don’t need it anymore), feel free to let me know and I’ll take it offline. In my live site I don’t use the CET anymore for the time being.
Best regards,
DanielHi,
Thank you for the clarification.
Specifically, go to the page you sent me and click on “New Tab”. Strangely enough, the first tab is duplicated,
We will forward the issue to our channel and tag one of our developers to check.
Best regards,
IsmaelGreat. And don’t forget the second part of it (that’s the part that made me realize the problem):
Or open a tab and use the magic wand to place an icon in it as a shortcode, save the tab element and leave it. When you go back in and click on the tab where the shortcode was, the tab is empty.
You see the misbehaviour in the video or you can test it on the page. Strangely the error occurs only with ALB-Shortcodes. Other shortcodes don’t get stripped …
Will you give me feedback here if I can delete the staging version of the homepage?
Hi!
Thank you for the additional info.
Would you mind providing an S/FTP account? We will try to upload the upcoming version of the theme, which according to one of our developers, contains a fix for this specific issue.
Cheers!
IsmaelHey!
Thank you for the info.
According to our developer, the cloning of the first subitem in the tab element is a default behavior or will happen when the Enfold > Custom Elements > Custom Elements For Subitems is set to the first option.
This is caused by Custom Elements For Subitems
If selected “All subitems use ….” it is a “default” behaviour, select one of the other options it works as usual.Did you add this code in the functions.php file to enable the advanced CET options?
add_theme_support( 'show_advanced_custom_element_options' );Regards,
IsmaelHi Ismael,
That sounds logical at first. Unfortunately, I can’t find this setting anywhere. In the described place under Enfold > Custom Elements I have only the following options:
– Custom Elements Management
– Custom Elements Locked OptionsNo settings for “Custom Elements For Subitems” are possible. Or is that to be set elsewhere? I activated the CET options in the theme settings (not with a code in the functions.php)
And to be honest, this behavior is not that much of a trouble. If necessary, a user could simly delete the content of the tab and write something else. Much more irritating is in my opinion the misbehavior in relation to the ALB shortcodes as described above and seen in the video. Why are they stripped?
What do the developers say about this?
Regards,
DanielHi,
Thank you following up.
Unfortunately, I can’t find this setting anywhere.
It just means that the show_advanced_custom_element_options feature is not enabled. Anyway, we uploaded the latest version of the theme in the staging site and it seems to have fixed the issue with the shortcodes. The content of the tab element are now saved properly on update.
Best regards,
IsmaelNice! That looks good. Thank you for the information. I will deactivate the test installation for now, as everything seems to be solved. Even if I don’t quite understand why the behaviour of creating a new tab is different when CET are activated but that is no real problem.
All the best,
Daniel
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