Recurring Issue with Products Not Displaying

Hello there,

I am writing to seek assistance with a persistent issue we are experiencing on our WooCommerce store, which uses the Woodmart theme. We have been facing a recurring problem where our products are not displaying correctly on our live site, while displaying in the Elementor editor.

Issue Description:

Frequency: The problem occurs daily.
Temporary Resolution: We have tried updating our servers, which seems to fix the issue temporarily, but it consistently reoccurs.
Product Widgets: We have tested all available WooCommerce product widgets, but the problem persists regardless of the widget used.

We suspect the issue might be related to the Woodmart theme, as our server support team has not identified any server-side problems. We have not made any significant changes to our site configuration recently, which could have led to this issue.

If there are any specific logs, settings, or additional information you require, please let us know, and we will provide them as soon as possible.

Thank you for your time and assistance.

Hello,

Thank you so much for purchasing our theme and contacting our support center.

Could you please check how it works with some default WordPress themes like TwentyTwenty or WooCommerce Storefront to understand is it our theme issue or not?

Regards

Hey there!

Sorry for the late response. Yes, I’ve tried switching the theme to the default Twenty-Twenty-Four and products were displaying correctlty.

When I switched it back to Woodmart, products were gone again.

See screenshots attached

Attachments:

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Hello,

In this case, please, disable all plugins that are not related to our theme and switch to the default theme temporarily. Provide us with your admin access so we can check the issue and switch back to the WoodMart theme.

Kind Regards

Hey there,

Sounds good, to whom must I send the admin access?

Let me know and will send it promptly.

Thanks!

Hello,

Send the information here, using the Private content field. It will be visible to our staff only.

Kind Regards

[nicolas-0952]

Hello,

I provided the access in the Private content field a couple days ago but haven’t received any feedback from you guys. The issue still occurs everyday…

• This reply was modified 1 year ago by nicolas-0952.

Hello,

Sorry, but we didn’t get any replies from you yet. Could you please send it again?

Kind Regards

No worries, just did!

Hello,

Sorry, but we can’t get into your dashboard and get the following https://gyazo.com/b24a67ced755e242f0649cbf12ade47d

Kind Regards

Sorry about that, it should work now

As we can see, you haven’t disabled any plugins yet. Please, keep all plugins that are not related to our theme temporarily turned off.

Hey there, everything is now disabled

We don’t see any problems with products at the moment. Could you please clarify how to reproduce the issue on your website?

https://gyazo.com/28a878dad4775529219e8426b023f0fa
https://gyazo.com/606aa65ecbd694fbbaf55d5c0ecb46ac

If you look at the front-end in an incognito window, no products are displaying right now, and other issues like no way to scroll down on our store, etc https://justalittlefun.ca/boutique/

You won’t see the issue if you look at the live site but are still connected with your admin account on wordpress

Attachments:

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It looks like this page is built with Elementor PRO. Try to use our theme’s products widgets to display products instead https://gyazo.com/3abc928f18d492e8db8e571b2f253b25

Hey there,

We’ve tried Xtemos product widget before and we just tried it again (see attacged), but unfortunately this doesn’t solve the problem. Still no products on the front-end…

[nicolas-0952]

Sorry the screenshot didn’t upload correctly on the previous message. Here you go

• This reply was modified 12 months ago by nicolas-0952.

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Hello,

As we can see, the products are displayed correctly now https://gyazo.com/5e1b8d7de0e2b40f13c39575396e3389

Kind Regards

Hello,

While I appreciate the screenshot showing that the products are currently displayed correctly, this does not address the underlying intermittent issue we’ve been facing. As I’ve mentioned previously, the problem with our products disappearing and reappearing on the site has been ongoing for several weeks, and simply confirming that they are visible at one point in time does not constitute a resolution.

It’s critical to understand that the problem is erratic. The fact that the products are visible now doesn’t guarantee their visibility in the future, as we’ve repeatedly experienced this cycle of disappearance and reappearance. This inconsistency is not just frustrating but also detrimental to our business, leading to significant loss in sales.

We’ve done our part to troubleshoot, including switching back to the default WordPress theme when the problem occurs. This seems to resolve the issue, indicating that the problem is likely with the Woodmart theme. I had hoped for a more proactive approach from your team in addressing this. It’s concerning that despite our repeated attempts to seek help, the issue remains unresolved.

I understand that technical issues can be complex, but I urge your team to take this matter more seriously and provide a solution promptly. Our business can’t afford to keep facing these disruptions.

Looking forward to a prompt and effective resolution.

Thanks

Hello,

We are delighted to assist you with any issues you may be experiencing. However, in order to effectively identify and resolve the problem, it is essential that we observe the error as it occurs in real-time. If the issue appears randomly, we kindly ask that you reach out to us as soon as it happens again. During this process, we request that you refrain from making any changes to the system, as doing so could complicate the troubleshooting process. Our goal is to check and address the problem as soon as possible to ensure a prompt resolution.

Kind Regards

[Author]

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