Could you please temporarily switch to the default theme for a few seconds and check how it works? Anyway, we will have to do the same to check is it our theme problem first.

The only problem may occur when you switch between themes in Appearance -> Themes is that widgets may lose their positions. It is a WordPress behavior and we are not able to fix this in our theme scope. You need to go to Appearance -> Widgets and move all widgets to appropriate positions.
As a workaround, you can backup your widgets configurations using this plugin https://wordpress.org/plugins/widget-importer-exporter/

All other customizations and content you created will be saved.

Regards