Sometimes we have a problem to show a menu bar

Hi guys,
we have noticed that often the menu bar on top disappears, both from normal and in sticky mode. The problem is repeated on two different sites (both having the active license) with two different servers and two different cache systems. Even from an anonymous browser or VPN. Below I report the sites to check, the error appears the same attached the screenshots of the error.

• https://www.trivelparty.com/
• https://www.giune.it/

Thanks for your support,
Alessandro

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Hello,

Please, provide your site admin access (insert the site credentials into the Private content block under the message area) and confirm the permission for plugins deactivation, switching to the parent theme. As soon as we complete the testing we will enable all back, however, the site would be without plugins for 15-20 min. You would better make the full backup of your site.

Best Regards

[Elise Noromit]

Hi Elise;
thanks for your quickly response!
The sites in question where the problem is repeated are two; the problem does not always repeat itself but unfortunately often. In private area you can find the credentials of the WordPress backend.

Thanks for your support,
Alessandro

• This reply was modified 2 years, 11 months ago by Elise Noromit.

Hello,

The first site shows all as per your settings in the Header builder: https://gyazo.com/7ade82932b7341acf619f5140ce4cb60

When we check the sticky, the cloned header is shown (predefined header layout that is not changable), you can disable cloned header: https://gyazo.com/5c45a512d67d8dc36b83be901ca6ad0a and make sticky the rows you want to be shown on sticky: https://gyazo.com/32a60c28c53687e623963138cdd7e081 and https://gyazo.com/1ced2d51375713b0325bdeb3be577516

Make the same on the second site.

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

Best Regards

Hi Elise,
thanks for the detail.
The header menus are placed on both sites. The problem refers to when a user connects to the site, often the header menu does not appear (only in desktop mode) at the first load but at the second and this happens on both sites. we use different cache systems but I don’t think it’s a cache problem.

Thanks for your support,
Alessandro

Hello,

Please check the elements you have added in the mobile view of the header: https://xtemos.com/docs/woodmart/header-builder/header-responsive-settings/

In addition, make sure at least one menu is assigned as the mobile menu in the Appearance > Menu.

Best Regards

Hi Elise,
thanks for your time, but I think you don’t understand the problem.
The menus work correctly on both mobile and desktop. However, it often happens that the first time the page is loaded (only for the desktop menu) the menu is not shown. The page must then be reloaded, could it be a JS problem? Attached is the screenshot to better understand.

Thanks for your support,
Alessandro

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Hello,

Please check the settings of the cache plugins. When I uploaded both of your sites I did not get this problem.

Please keep us informed if the problem persists.

Best Regard

Hi Elise,
thanks for your tips!
We have another question. The problem is that in the order when enter “Order tracking” or “Order note > Send to customer” but the email does not reach the customer, why?
It is not a problem of sending e-mails from the server because the orders to the customers e-mail arrive without problems. We have set up all email sending correctly, work correctly.

Thanks for your support,
Alessandro

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Hello,

Please check Woocommerce > Settings > Email template, make sure all of them are activated, and also you can check your server configurations.

WoodMart theme does not influence this Woocommerce functionality.

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

Best Regards

Hi Elise,
thanks for your tips!
We have set up all email sending correctly, order mails arrive correctly so i believe SMTP is right. Do you know what else it could be?

Thanks for your support,
Alessandro

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Hello,

No ideas for now. You can test that on the Storefront theme to know if it should be sent. Perhaps it is additional functionality ensured by a Woocommere addon?

Best Regards

Hi Elise,
thanks so much for your support!

Alessandro

You are welcome! We are here to help.

Wish you a wonderful day!

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