Okay
  Public Ticket #1693916
update issues
Closed

Comments

  •  1
    kharmandesigns started the conversation

    Any help you can provide is greatly appreciated!  Here are some of the issues since the update:

    Logo is not showing at top left

    Search function in menu not working

    Pages will not scroll down

    Colors chosen (purple) are being overridden by theme default (turquiose) for links

    Steps not showing on https://www.tcslions.org/admission/admissions-process/

  •  1
    kharmandesigns replied

    Here is a screenshot showing the settings are purple.

    Attached files:  TrinityScreenshot 2018-08-29 12.58.07.png

  •  785
    Qode replied

    Hello there,

    Try to navigate to Qode Options and hit the button 'Save Changes'.

    Have a great weekend!

    Walt


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  •  1
    kharmandesigns replied

    Hi Walt-

    I had already tried that and it didn't work.  I just did it again, and it still didn't work.

    So just a few of the issues are still:


    Hoping that as these get straightened out the others follow...

    Thanks for tending to this quickly - as a school website we cannot be "down" for long!

  •  1
    kharmandesigns replied

    I have deactivated and reactivated all plugins except the WP Bakery with no improvement.  I have also deleted the theme and reinstalled the theme.  (I had to FTP the theme - it will not install via WordPress.)  People are reporting it is scrolling on tablets and phones, but the Admissions page with "steps" element is not showing on tablets, and all the other things/elements not working.

    Thank you.

  •  1
    kharmandesigns replied

    URGENT!  This is a PAID theme with PAID support!  Our school website is having issues.  Please help ASAP!  It has been a day with NO response and 6 DAYS with only an off-the-cuff response.

  •  1,614
    Qode replied

    Hello, 

    We are sorry for the delay in responding. 

    Obviously, some scripts are not executed. We found the following errors in the browser console: 

    https://monosnap.com/file/cTNXUKPq0JwP7CASfPCW9aIxHXYNzj

    As you can see, there are 403: Forbidden errors related to some very important theme files. 

    https://monosnap.com/file/tnvQZMFhehjMRH5DfBQr5pdJ9g0vRA

    These errors are not theme related. The issue could be caused by some third party plugin or server configuration settings (wrong permissions on server). 

    Please deactivate all your third party plugins except bundled plugins ( WPBakery, Layer Slider..) and see if it helps. If the logo appears, activate your plugins one by one and try to find the plugin that causes the issue. 

    If this does not help please contact your hosting provider, describe the issue and send them a screenshot of the errors in the browser console. The issue could be caused by wrong file permissions so please ask your host to set file permissions for your website according to WP specifications:

    https://codex.wordpress.org/Changing_File_Permissions#Permission_Scheme_for_WordPress

    In particular, ask them to do the following: 

    - Set permissions for the css and js folder (wp-content/themes/bridge/css and wp-content/themes/bridge/js) to 755 and permissions for all php files in these two folders (5 files) to 755 also.

    - If permissions are already set to 755, please consult your hosting provider is it ok to set them to 777.

    Make sure to check the following article also: 

    https://www.wpbeginner.com/wp-tutorials/how-to-fix-the-403-forbidden-error-in-wordpress/

    Let us know if this was helpful. If you need further assistance, send us login URL and temporary WP admin access in a PRIVATE REPLY to take a closer look. 

    Best regards, 

    Ian 


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  •  1
    kharmandesigns replied

    Thank you so much!  First things I did were check plugins and delete/reinstall theme.  Will get with provider this afternoon.  Will provide you with login if changing permissions doesn't fix.

    Thank you for your response!

  •  1,614
    Qode replied

    Hello, 

    You are welcome. Let us know if you need further assistance. 

    Best regards, 

    Qode


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  •  1
    kharmandesigns replied

    OK, have tried for a few days, with a few different people, and our provider, and no one can straighten this out.  I'm so sorry to have to ask for you help.  We thought we could do it from the info you sent over.  If you could take a look we would greatly appreciate it!  Thanks!

  •   kharmandesigns replied privately
  •   kharmandesigns replied privately
  •  1,614
    Qode replied

    Hello, 

    Thank you for your feedback. We've checked your website again http://www.tcslions.org/

    The 403: Forbidden errors still persist:

    https://monosnap.com/file/0lWAexdHrJPPNDstWm6FyGYDIEEOi6

    They are related to the following files:

    http://www.tcslions.org/wp-content/themes/strata/js/custom_js.php
    http://www.tcslions.org/wp-content/themes/strata/js/default_dynamic.php
    

    Something on server is blocking the js folder and prevents scripts from being executed. As result, the logo, search etc. do not work.

    It appears that the firewall on your server is blocking these files and causes the issue - if you enter file URLs in the address bar directly, the following notification will appear: 

    https://monosnap.com/file/cYqtQ55UbaDKP0Cd92Rd90RVnyz5J0

    Please contact your host again, ask them to disable firewall for your website and check the page. 

    Let us know if this was helpful.

    Best regards, 

    Qode


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  •  1
    kharmandesigns replied

    OK - I think we have it!  Can you check from your end and see if we have resolved the issue?

    Thanks!

  •  1,614
    Qode replied

    Hello, 

    We've checked your website and the issues are resolved at our end. The logo is normally displayed and the search function works as expected: 

    https://monosnap.com/file/DlsP28vgIt21SAmFnTmYGy5ke4d1la

    https://monosnap.com/file/QoN99IArFdHfLcBEGKedpce7fY7fhY

    Also, there are no 403 errors in the browser console. 

    If you have other questions please let us know. 

    Best regards, 

    Qode


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