We suspect that this is the issue of plugins conflict. Deactivate all the plugins not related to the theme, check the issue, if it is ok, activate the plugins one by one to detect which one causes the problem.
Contact us if the problem remains after both testings.
Please provide your site admin access and confirm the permit to deactivate the plugins for the period of checking what may take 15-20 minutes. If you run a child theme we may require to switch to the parent theme. Please confirm
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