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  • #1330032

    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,
    Daniel

    #1330220

    Hey 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,
    Ismael

    #1330272

    Hey 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,
    Daniel

    #1330418

    Hi,

    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,
    Ismael

    #1330426

    Hi 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,
    Daniel

    #1330483

    Hi,

    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,
    Ismael

    #1330488

    It 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?

    #1330554

    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,
    Ismael

    #1330580

    Oh, 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 …

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