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WoodMart header sometimes empty

Viewing 15 posts - 1 through 15 (of 15 total)
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  • #388554

    tg
    Participant

    Hello!

    I’ve noticed an issue with the WoodMart header on one of our sites. Especially when editing CSS ( in WoodMart Settings -> Custom CSS), saving and refreshing the page. Every other reload the header is completely blank. The colors and spacings are there (so CSS seems to be loaded fine), but no content (images, menus, texts, etc.) is shown.
    I can’t reproduce the issue on purpose and I haven’t found a fix that works 100%. Sometimes I have to refresh / force refresh the page and the header shows up after a few tries, sometimes a new Incognito window works, sometimes I have to wait a few minutes and refresh.

    – The are no errors in the Google Chrome development console
    – No errors in Apache / PHP error logs
    – No server side caching or caching plugins are active

    WoodMart version: 6.5.4 with all patches
    WordPress version: 6.0
    PHP: 7.4.30

    Do you have any idea where I could start looking for the issue?

    Thanks,
    Stefan

    #388586

    tg
    Participant

    Update with a bit of extra information:
    Is it possible that WoodMart loads the mobile header under certain conditions even for the desktop page? I’m assuming this because when the issue happens and I switch to a mobile viewport in Google Chrome (without reloading) the mobile menu shows up.

    #388625

    Elise Noromit
    Keymaster

    Hello,

    Please deactivate all the plugins except these ones:

    Slider Revolution
    WPBakery Page Builder or Elementor
    Woodmart Core
    Contact Form 7
    MailChimp for WordPress
    WooCommerce
    Safe SVG

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

    In case, the problem remains, even after all the plugins are deactivated, 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 or default 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

    #389225

    ICONS
    Participant

    Hi,

    Please keep me posted on this topic. I have the same issue (ticket #389223). Can’t reproduce unfortunately.

    #389237

    Elise Noromit
    Keymaster

    Hello,

    Please take into consideration that the Header has a Mobile view: https://xtemos.com/docs-topic/header-responsive-settings/

    Please enter the Mobile view and edit the Header as per your needs, you may need to disable the cloned header (predefined header layout)

    The Header has the option to create and assign different headers: https://xtemos.com/docs-topic/how-to-set-different-header-for-specific-page/

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

    Best Regards

    #389246

    tg
    Participant

    Hello!

    I didn’t get around to dig further into this. Especially since I can’t reproduce the issue on purpose. But I can already provide you some information regarding your answer:

    Yes, we are using a “regular” header and a mobile header. They usually each work as they should. The issue appears when reloading (by pressing F5 in browser):
    – the same page / product
    – in the same browser
    – on the same computer
    – with the same IP address
    – without restarting / changing any server side settings
    – and without modifiying the product in any way.

    It might be pure coincidence but I mostly noticed it after changing CSS in WoodMart settings. But it also occurs without changing CSS.

    • This reply was modified 1 month, 2 weeks ago by tg.
    • This reply was modified 1 month, 2 weeks ago by tg.
    #389257

    Elise Noromit
    Keymaster

    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

    #389443

    tg
    Participant

    Hello!

    Credentials below.

    Best Regards,
    Stefan

    #389627

    Elise Noromit
    Keymaster

    Hello,

    May I switch to the parent theme and deactivate the plugins not related to the theme?

    Best Regards

    #389647

    tg
    Participant

    Hello!

    Yes, you may. Although I’ve never attempted to reproduce the issue on our staging site as I haven’t even found a way to do so on our main site (going live these days, so we can’t toy around with that at the moment).

    #389738

    Elise Noromit
    Keymaster

    Hello,

    Every time I check the header, I do not see it is empty.

    I have deactivated the plugins and switched to the parent theme, I added custom CSS, it works: https://gyazo.com/9460ff1ee2e26eaa99eced50beab4d5e

    Then I deleted and added search in the header, it works: https://gyazo.com/7c4d3dba5c12f52ea7257bb47198859a

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

    Best Regards

    #389850

    tg
    Participant

    Hello!

    As I said multiple times: I don’t know how to reproduce this issue. It does not happen every time when I change CSS and outside of that I see it very rarely. The only thing I can say with some certainty is that when the issue occurs and I switch my viewport dimensons to any mobile device via Chrome Developer tools I see the mobile header – which shouldn’t be loaded on desktop dimensions?

    Thanks,
    Stefan

    #390109

    Artem Temos
    Keymaster

    Hello,

    Try to disable the option “Mobile DOM optimization (experimental)” in Theme Settings -> Performance to fix this issue.

    Kind Regards

    #390891

    tg
    Participant

    Hello!
    This is disabled on our live and staging site but the issue still appears.

    #390967

    Artem Temos
    Keymaster

    Please, clear the cache in your plugin or disable the cache plugin completely. If you still see the problem, please, send us a direct link where we can check it.

    Kind Regards

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Viewing 15 posts - 1 through 15 (of 15 total)