themes2go's Replies

[themes2go]

Hello!
Our custom video player it’s deeply integrated with the theme. Hiding the player elements would mean changing the player itself and this is not possible.

As stated before, this is something generated from YouTube and unfortunately we can’t deal with it.

[themes2go]

Hello!
A new set of icon including Twitch and Tik Tok we’ll be included in the next theme update and should be ready in few days.

I’ll notify you here where ready.

Andrea

• This reply was modified 3 years, 10 months ago by themes2go.

[themes2go]

Hello Rick, I’m glad you’ve fixed the issue 🙂
If you have any other requests I would be happy to answer you.

Have a good day!
Andrea

[themes2go]

Hello dddd,
currently all the icons available within the theme are pulled from the theme code. I’m going to share your request with with our developers.
I’ll get back soon with an answer.

Have a great day!
Andrea

[themes2go]

Hello dddd and thanks for reaching us.
Andrea here from Themes2go Customer Support.

Since 2017 when we first released Vlogger theme, YouTube changed its policies regarding the embedded video feature and for this we can’t remove its elements and watermarks.

You can also check that all our videos on the online demos are affected by these new rules: http://themes2go.xyz/demos/vlogger/demo/how-do-i-start-a-video/

Best regards,
Andrea

[themes2go]

Hello and thanks for reaching us.
Andrea here from Themes2go customer support.

The default header image you loaded is meant to work on all the default page sheader of your website such as the archive ones.

https://imgur.com/hspUvJ7

Pages like the homepage are custom ones and you need a different approach using WP Bakery Page Builder. But don’t be scared, changing the header image is easy peasy 🙂

In order to change it follow these steps:
– edit your page
– go to the row containing the background image
https://imgur.com/a/mj69G

– click on the pencil icon and switch to Design Option Tab

Here you can set your background image. I suggest you set it to Cover.
https://imgur.com/FYsq3CF

Remember to save it and then update the page.

Regarding the picture quality and resolution we recommend at least a 1600px wide @ 72 dpi in jpeg format.

Our online demos images usually are 2650×1120px, 72dpi, jpeg.

You can also check our video tutorial on creating an homepage at 00:45 where is shown the procedure I’ve described above.

https://youtu.be/lr8n5oNn0pg?t=45

Hope this helps!

Andrea

• This reply was modified 3 years, 10 months ago by themes2go.

[themes2go]

Great! 🙂

[themes2go]

Fine! Keep me posted on that.
Have a nice day,

Andrea

[themes2go]

Hello!
The feature you are mentioning is not part of the theme but I think you can use the default WordPress audio feature.

When you are editing a page with WP Bakery Page Builder add a text block and then add media.
Now you can add an mp3 file and save.

https://imgur.com/8k1Q50e

Automatically it will convert your file into a player and you can place it wherever you want on the page.

This could be a workaround to have podcast not listed as an archive.
Hope this helps 🙂

Andrea

[themes2go]

Hello!
Here’s the list of the bundled plugins:

– Category Custom background
– Classic Editor
– Contact Form 7
– Envato Market
– Icons2go
– MC4WP: Mailchimp for WordPress
– QT Contactform
– QT LoveIt
– QT Places
– QT Swipebox Photo And Video
– QT Video Galleries
– T2G Theme Dashboard
– Theme Core Plugin
– Themes2Go Widgets
– WPBakery Page Builder

Best,
Andrea

• This reply was modified 3 years, 10 months ago by themes2go.

[themes2go]

Hello!

We’ve tested our theme with the latest WordPress 5.7 and all is working fine.
I’m sure that your issues come from third-party plugins that are no longer compatible with WordPress 5.7 and create conflicts with your website.

Could please try disabling all the third-party plugins, update your WordPress installation and check if the problem persists?

If so, could you please be so kind to show me what’s going on with the help of some screenshots or video?

Thanks in advance,
Andrea

[themes2go]

Hello Kaspar1978,
I’ve just wondered which website you were talking about but then my collegue Peter has introduced to me your case.

Just a reminder for the future, linking your website is always a good choice and it can be very helpful for us.

Now, regarding your issue:

1) I’ve just checked your website from mobile and the overall speed is ok. For sure not worst than our online demos 🙂

2) Regarding the mobile navigation issues I think they can be related with some third party plugins installed on your installation. Just try to disable all one by one and then check again if the problem persists. Most of the times it’s some plugin that interferes with the bundled ones.

3) WPBakery Page Builder will get an update soon but we will need to test it with our theme before rolling out a new product update. When ready you will get a notification.

Hope this helps, if anything isn’t clear just reply below.
Best regards.

[themes2go]

Hello,
currently there is no native setting included with the theme that get header not sticky, but I can provide you a little CSS snippet that maybe can help you.

Go to Appearance -> Customize -> Additional CSS and paste this:

@media only screen and (min-width: 1201px){
.qt-parentcontainer .qt-menubar {position: absolute !important; top: 0 !important;}}

Save it and now the bar should disappear when scrolling down the page.

Keep me posted on that.

Best,
Andrea

[themes2go]

Hello Andrea,
considering we’ve fixed your issue I’m going to close this ticket.

Have a nice day,
Andrea

[themes2go]

Hello!

Lifecoach theme is bundled with WP Bakery Page Builder and is mandatory to build all the pages and contents.

The other editor you are mentioning I think is Gutenberg but it’s not supported by our theme because it doesn’t support our custom page elements.

If for any reason you switched to a different editor and want to get back to WP Bakery Page Builder, when editing a page on the left corner you would see a blue button with “Edit with WP Bakery Page Builder” label.

Press it and you should be ready to go.

If this isn’t your case, please send me a screenshots of your admin area including with the issue.

Keep me posted on that.
Best,

Andrea

[themes2go]

Hello!
First thanks for your feedbacks.
I’ve just checked on your posts source code comparing a new vs an old one and it seems that something is interfering with correct code generation of your posts.

For this reason I need to check on your WordPress installation what’s going on.

Please send us an email to team@themes2go.xyz including your wp-admin link, user and password and I will take care of your case.

Thanks in advance,
Andrea

[themes2go]

Hello!
This is quite a strange esmartia and we need to troubleshooting it.
Try one of these tips:

1) Disable all the unbundled or third-party plugin and check again
2) Create new post instead of editing old ones
3) Set the page format to video (not standard)
4) Go to Appeareance -> Customize -> Video settings and enable the auto detect video feature
5) When adding a video to your post make sure you are using the extended format like for example https://www.youtube.com/watch?v=kLot0vwX43s

Last but not least, you could also check our manual here: http://themes2go.xyz/manuals/vlogger/article-categories/contents/

If anything work for you I will ask you to send an email to team@themes2go.xyz including your wp-admin link and credentials to let me access to your website and debug the issue.

Looking for hearing to you.
Andrea

• This reply was modified 3 years, 11 months ago by themes2go.
• This reply was modified 3 years, 11 months ago by themes2go.

[themes2go]

Hello esmartia and thanks for reaching us.
Andrea here from Themes2go Customer support.

You can easily hide the date of your post by going to Settings -> General, set a custom format for date and time and erase the fields content.

Check this image: https://imgur.com/AGmOHvZ

Click Save and you are ready to go 🙂

Hope this helps!
Andrea

[themes2go]

Hello Andrea and thanks for reaching us.
Andrea here from Themes2go Customer Support (From your username I think you’re italian like me, am I wrong?)

Blank pages can be triggered by different causes like external installed plugins, server limits, missing libraries and many more.

For this reason I suggest you send a mail to team@themes2go.xyz including your wp-admin link and credentials and which demo you want to install.

Make sure to do a backup before sending the message

We will take care of your case and we’ll fix it as soon as possible.

Looking forward from hearing to you.

Ciao,
Andrea

• This reply was modified 3 years, 11 months ago by themes2go.

[themes2go]

Hello and thanks for your feedback.
This is the first time that this kind of error occurs with our theme and from our point of view it seems quite difficult that is triggered my the theme itself.
Fonts are always loaded within the customizer without any hassle and in your case, as the chrome inspector is showing, your website is loading the fonts from another domain.

For this reason you are facing the issue.

For any other problems you’re mentioning I would be happy to support you.

[themes2go]

Hello,
I’m sorry but I can’t replicate your issue.
https://www.themes2go.xyz/helpdesk/wp-content/uploads/2021/02/demo-1.mp4

From my side all is working fine.

[themes2go]

Hello!
I’ve just checked your website and I can see that all the fonts are loaded from a different source than your main domain.

https://secureservercdn.net/160.153.137.163/i7c.e1f.myftpupload.com/wp-content/fonts/open-sans/mem5YaGs126MiZpBA-UNirkOVuhvKKSTj5PW.woff

And that is the case I mentioned in one of my previous reply where I asked you if your website has been moved or migrated from another domain/hosting/location.

Just to be clear, we can’t guarantee support for this because it goes out of the support territory but for this case I can guide you for a fix.

Search and install the Transient Cleaner plugin:
https://wordpress.org/plugins/artiss-transient-cleaner/

Once done,
1) go to Apperance -> Customize -> Typography and choose another font different from the one you are using.
2) Save
3) Choose the font you’ve need for your design
4) Save again.

At this point, you should have fixed the cors issue you see on the chrome console.

Best,
Andrea

[themes2go]

Hello,
I’ve just checked your website and play button is working fine on your posts.
Check a quick record of your backend made from my pc.

https://www.themes2go.xyz/helpdesk/wp-content/uploads/2021/02/demo.mp4

If this wasn’t the problem just tell more exactly is the problem, detailing the issue and adding some screenshots.

Thanks in advance,
Andrea

[themes2go]

Hello,
as I can see your website is facing CORS issues.

https://imgur.com/4SikZPl

CORS is industry standard for accessing web resources on different domains. It is very important security concept implemented by web browsers to prevent Javascript or CSS code from making requests against a different origin.

It’s something related with your server configuration, not the theme itself.

In order to fix it, you should edit your .htaccess file and add this:

<IfModule mod_headers.c>
  <FilesMatch "\.(ttf|ttc|otf|eot|woff|woff2|font.css|css|js)$">
    Header set Access-Control-Allow-Origin "*"
  </FilesMatch>
</IfModule>

This should work for you.
Have a great day!

Andrea

[themes2go]

Hello,
my collegue Peter this afternoon tried to reach you via email but your email provider blocked the reply with this message:

____________________

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

o****u@outlook.com
host outlook-com.olc.protection.outlook.com [104.47.13.33]
SMTP error from remote mail server after pipelined MAIL FROM: SIZE=88993:
550 5.7.1 Unfortunately, messages from [207.244.234.10] weren’t sent. Please contact your Internet service provider since part of their network is on our block list (S3140). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [HE1EUR04FT041.eop-eur04.prod.protection.outlook.com]

_____________________

So please check your email settings or contact your mail provider.
Said so, my collegue Peter said that the link you’ve sent is incorrect and he couldn’t access to your website backend.

So please, to get the issue fixed, just reply here and not via email.

Thanks in advance,
Andrea

[themes2go]

Hello!
For the first point you have to be sure that the font url is the same of your website. If you’ve migrated your website from a host to another you have to follow a quick procedure to fix it.

Just let me know if is this the case and also link me your website url.

For the second part, you should find a font that includes cyrillic characters. This it doesn’t depends by the theme, it’s just a font specific.
As it seems, the font you are using does not support cyrillic characters.

Hope this helps,
Andrea

[themes2go]

Hello!
Could you please share your website url please including also a page affected by the issue?

Thanks,
Andrea

[themes2go]

Hello Odohuu,
I guess you’ve fixed the issue.
If not, just open another ticket 😉

Best,
Andrea

[themes2go]

Hello and thanks for reaching us,
Andrea here from Themes2go Customer Support.

The most common reason for a 502 bad gateway error is when your request takes too long for the server to respond. This delay can be a temporary glitch caused by high traffic or to a server misconfiguration.

It doesn’t depend on the theme itself.

I suggest you contact your hosting provider asking for a check of your server.

Keep me posted on that,
Andrea

[themes2go]

Hello Lawrence,
my teammate Igor just said me you’ve already contacted him via mail. 🙂
For this reason I’m going to close this request.

Best,
Andrea