The button on the mobile view does not work.

Dear person in charge of support
Yesterday we started our website template for the latest version that you have on the website.
In mobile view, this menu button does not open and the menu.
I would be happy for your help.

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Hello,

Please disable all plugins except these ones:

Elementor or WPBackary
Woodmart Core
WooCommerce
Enable the Parent theme
Clear the server cache

If the problem has gone, activate the plugins one by one, checking the issue to detect which one causes the problem.

Let me know the result.

Kind Regards

Thank you very much for the answer.
I did everything you asked above.
The problem was not solved.
I would be very happy to help you.

Hello,

In this case, please, confirm the permission for plugins deactivation, and switching to the parent/default theme. As soon as we complete the testing we will enable it all back, You would better make the full backup of your site. Also, send me access to the admin panel.

Looking forward to collaborating with you!

Kind Regards

I backpacked the site.
Please see details below in private window
Please fix also the problem with filter also, they disappeared after we upgrade.

Hello,

Thank you for the access but it seems it doesn’t work for the admin dashboard: https://prnt.sc/yl8EC-TsFYqH , https://prnt.sc/616O9buXmje6

Could you please send me access to the WordPress admin dashboard as well?

Thank you in advance.

Kind Regards

Sorry, please see details below.
please fix 2 problems:
1. button on the mobile view
2. You don’t see the filter in categories and subcategories, it disappears.

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Hello, is there any problem for further treatment?
Do you have all the data to solve these problems?
We need help urgently.

Hello,

I apologize for the delay.

1. Checked the mobile menu button and on my side, it works well, here is a video:
https://dropmefiles.com.ua/en/BsC5WNZ

2. As for the filter, I see that you have defined it: https://prnt.sc/tHPA4_1L1wF8

Let me know if I missed something.

Kind Regards

Thank you very much for the answer.
The video you sent me cannot be open. Still not working on a mobile view. See video.
About the filter, I fixed it. It was probably a problem with the template that didn’t transfer all the data to the new template.

Hello,

I have reupload the video: https://take.ms/oz573

Try to clear the mobile and browser cache and recheck the issue. If it doesn’t help you, send me a video from your side because looks like you forgot to send it.

Thank you for your time.

Kind Regards

thank you very much for your response.

Unfortunately, it still doesn’t work for me. I’d appreciate it if you could check it now. Even though I deleted the cache memory.

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Hello,

Checked it on Safari as well, here is a video: https://take.ms/nuwdN

Please clarify which version of Safari you use.

Kind Regards

Hi.
Thank you for your reply.
I checked with my Safari and it doesn’t work.
I also checked with another phone and still no response.
I checked before 2 hours and it worked.
But in the menu you added black cover on it. Can you please remove it?

Hello,

Sorry, do you mean this dark https://prnt.sc/48MKSJdwfUHy background?

Looking forward to hearing back from you!

Kind Regards

Hi, yes, that’s what I mean. The black background is below the menu. I would be very happy if you would remove it as it was before. Unfortunately, the menu still doesn’t work when clicking on it, it doesn’t open at all. I tested it on several phones at the same time and through my computer.

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Hello,

The black background comes from this custom CSS: https://prnt.sc/7UKhD0c19OiP , it affects the mobile menu as well: https://prnt.sc/BcDlwA0yFeg-

As for the menu itself, please clarify which Safari version is on your mobile device.

Thank you in advance.

Kind Regards

Hi,
My Safari Version is 17.3.1

Hello,

Checked on another device and it still works well: https://prnt.sc/KTXrCOW6EyQj , I cannot replicate that issue on my side. Did you clear the browser cache on your mobile device?

Kind Regards

Hi,
I changed the background color to check if there any change, also I removed all class and without change.
The menu still not working.
I clear all cache and cookies and use several devices and without change.
I would greatly appreciate your help because we no longer know what to do since the template change.

Hello,

We checked on the mobile device and everything works, at the same time we turned off all third-party plugins and added custom CSS for the button to see our changes: https://monosnap.com/file/LHY1s12HnUFxTou3ymKrv4rdiUw0N0

Kind Regards

I check it again and again and unfortunately it doesn’t work.
It doesn’t matter where I run it, for example, in Chrome’s browser in IPHONE 14 PRO MAX mode, it doesn’t work at all.. See attached image

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Hello,

Please clear the browser cache as described here: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

Let me know the result.

Kind Regards

Thank you very much for your support.
These actions are known to us and I would be happy to fix the button’s malfunction.
Since the template update, this button does not work on all devices.
We have several devices, in one of which (iPhoneX with IOS version 16.7.5) it worked and after clearing history and cache, it stopped working.
I will ask for your help in fixing the problem, because it has been a long time since our website has decreased in purchases because of this.

[Luke Nielsen]

Hello,

In order to better assist you, please make a video where you have disabled all plugins except these:

Elementor or WPBackary
Woodmart Core
WooCommerce
Enable the Parent theme

Then in the video please show how it works and then show the version of the Safari browser on the video (make a video from mobile device).

I await your response.

Kind Regards

• This reply was modified 11 months ago by Luke Nielsen.

I did everything you wrote, below are the results:
Elementor or WPBackary – deactivated – no change
Woodmart Core – deactivated – no change
WooCommerce – cannot deactivated.
Enable the Parent theme – The button works.
We returned to the child template and the button does not work.
How can you help with this issue?

Hello,

Judging by your answer, if in the “Parent” theme the button works (https://prnt.sc/lm43P89S_SXO), the issue in your third-party code customization which comes from the Child theme. So either debug your custom code or remove it to make it work.

If you have any additional questions, let me know.

Kind Regards

I wanted to inform you that the problem was fixed after you released another version. So there was indeed a problem with the template and not with us. And unfortunately a new problem arose.
In the CHECKOUT window, the payment column has dropped below the customer details column. We changed the template and it didn’t help.

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Hello,

Please update the new version of the theme “WOODMART WordPress NEW: 7.5.1RELEASED” and update the required plugin and check the issue.
Hope your issue will be resolved!

Or you can add this custom css code in theme settings > custom, css to fix the problem.

form.woocommerce-checkout wc-order-attribution-inputs {
	order: 3;
}

Best Regards.

[Author]

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