Features on mobile view not visible using iPhone.

Hi,

Please, describe to us your problems in a bit more details. Attach some screenshots and provide us with a list of steps on how to reproduce them on your website.

Thank you in advance.

Hi, I’m not really sure how further to explain the matter in words, because I thought I explained it the best that I could, I’ll just have to send you screenshots instead. Please take notice on 2 of the screenshots that the shopping bag & hamburger icons are missing before scrolling down, then once scrolling, when the black header appears then you’ll see the two icons.

The other 2 pics will show you that nothing appears below the Hair Accessories image (headband), it’s blank below that image on the mobile homepage. Everything appears on the homepage & header when viewing the website on an Android phone, but not an iPhone. Please also use the link in Private Content to view the website directly.

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Hello,

Could you please disable all plugins that are not related to our theme and provide us your admin access so we can check it?

Thank you in advance

Hi,

Thanks for responding back. I asked my developer to disable the plugins not related to the theme, and he said he took care of it. Please see below for the login credentials.

Please also remember that the issues are only while viewing the website on my iPhone for the mobile version only. I didn’t noticed the same issues with the website in the tablet or desktop views. And when I asked others to look at the homepage & header on their Android phones, they told me they don’t noticed the same things missing that I noticed, everything was visible. Thanks.

Hello,

We checked and the problem is due to this title, maybe your code has some kind of conflict. Try to remove it and check.
https://prnt.sc/137lsfr

Regards

Hi,

The developer that was working on the website setting it up, is not the same person working on it now, so I’m not sure if he would automatically know how to get rid of that code, and what the code is related to on the frontend of the website. Do you know what that code is related to? You mentioned something about a title, but I didn’t see a title, I saw a code. If possible, please send me a screenshot or further details explaining it a little bit more and how you came to that conclusion,so I could pass the information on to the new developer. Thanks.

We tested your site and disabled section by section and after removing this element the site started working correctly. https://prnt.sc/137yiec

Ok, thanks. I’ll pass the information on to the developer and see if the issues are fixed, then I’ll let you know.

Hello,

Sure. If you have any questions please feel free to contact us.

Best Regards

Hi,

I forwarded the information you sent me to the developer that’s currently working on the website. He said he removed the code & title you said were causing the problems on the mobile homepage, that made the shopping bag & hamburger icons not visible, unless you’re scrolling down. As well as nothing below the mobile homepage “Hair Accessories” image (headband) is visible when using an iPhone to view the homepage. Something I was told that was not a problem from a few different sources when they viewed the website using their Android phones.

I would like to know how you knew the website was functioning normally when you removed the section you mentioned before, did you use an iPhone to view the homepage?

Since the developer was not able to fix the issues, I would like you to please remove the thing you said was causing the problem, I would really appreciate it.Thanks.

Hi,

I sent you a message a couple of days ago, but never got a response back. I know it was the weekend and you may have been off, but it’s Monday now and still no response. I would appreciate it if you would take a look at my last message above. Thanks.

Hello,

Sorry for the wait, the support team is overwhelmed right now. We turn off this row and the problem on the iPhone is gone https://prnt.sc/13du1qa

Regards

Hi,

Thank you so much for helping me to sort out the issue. I would just like to know if the developer was to recreate a new product grid section in that row, if the problem would occur again? And do you know why the that row may have created the issue, or why the problem was a iPhone only issue?

Could you please disable the cache as we do not see the changes we make.

I’m not sure how to disable the cache, I would have to ask my developer to do it in a couple of hours when I speak with him. By the way, what chances are you referring to that you didn’t see? I checked it on my iPhone, and the icons are visible now on the image before scrolling down, and I can now also see all the rows on the homepage from top to bottom, as well I saw where you disabled the previous row that you said was causing the problem. The only difference is that that row is still visible on the desktop & tablet views, not the mobile.

Could you please clarify your question?

You said you disabled the row that was causing the issues on the mobile homepage & header for iPhone users, so I wanted to know if the developer was to delete that row permanently instead of disabling it, then recreate it again from scratch, would the same issues occur again?

Also, do you know why the issues occurred in the first place, and why did was only a problem when viewing it from an iPhone, but not on an Android phone?

Hello,

To investigate the problem accurately, we need you to turn off the cache, since we do not see the changes that we are making.

Regards

Hi,

I spoke to my developer about turning off the cache, and he said he turned it off. However, the cache plugin and all the other plugins not related to the theme were disabled up until a few minutes ago, because you or another member of your support team told me to disable all the other plugin not related to the them a week ago. I also don’t understand what you meant that you don’t see the changes you made to the website, because on my end, the issues with the 2 areas are now visible to me when I viewed the website on my iPhone. What changes are you not able top see then?

By the way, if you are really planning to do an investigation on the reasons the problems occurred in the first place, can you please try to do it as soon as possible, because it’s been 8 days now since I first reach out to the support team for help, and the developer had to seize working on the website since then, which we are running behind time now. Whatever you decide, please let me know as soon as possible. Thanks.

Hello,

We found that the problem is in setting Row stretch for this block, try switching to default.
https://prnt.sc/13gusti
https://prnt.sc/13guv2e

Regards

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