themes2go's Replies

[themes2go]

Hello!
I think this is is related to the fact that you edited the existing posts that came with the demo.

As described on the manual (http://themes2go.xyz/manuals/vlogger/knowledge-base/5-1-video-posts/) and on the sticky post on this forum (https://www.themes2go.xyz/helpdesk/forums/topic/video-showing-1-video/), the only solution is to avoid duplicating existing posts and instead create fresh ones for each of your video posts.

This will fix your issue easily.
Andrea

[themes2go]

Hello!
Today, our developer went deeper with your request but it seems that FaceWP has some conflicts with our theme javascript and they can’t be solved easily.

So unfortunately we can’t provide a quick fix to solve it but I can point you on hiring a developer that can help you with. You can try on codeable.io or Envato Studio.

Hope this can help you,
Andrea

[themes2go]

Hello!
Currently our office is closed so our developers could check the issue on Monday. I will reply here once investigated your website.

By the way, as described on our page manual (http://themes2go.xyz/manuals/vlogger/knowledge-base/support/), the support doesn’t cover code customizations or support on third party plugins, issues caused by conflicts with other plugins.

So this means that we can try to fix the issue for our customers satisfaction but we can’t guarantee it 100%, as we don’t know how the third-party plugin has been developed.

Have a good weekend!
Andrea

[themes2go]

You’re welcome!
Feel free to open another ticket if you need more support.

Have a good day!

[themes2go]

Hello estevancarlos,
we tried to load your website from two different countries but it seems that your server has too low resources to load correctly the website so we couldn’t check the issue.

https://imgur.com/4U7jFZB

https://imgur.com/1gkAV5r

From what I read, I think it’s only a CSS fix and we can provide you some code to make it work properly. But first we need to access your website.

Keep me posted when ready.
Andrea

[themes2go]

You’re welcome!
If you need more support feel free to open another ticket.
All the best

[themes2go]

Hello and thanks for writing us!
As I can see the issue could be caused by two main things:

1. third-party plugins: I’ve just inspected the source code of your website and some parts of code are shuffled. Try to temporarily deactivate all the plugins that are not bundled with the theme and check if the problem persists.
2. images weight: your homepage loads more than 22MB of contents, with most of the image weight is over 1MB.

https://imgur.com/k61ewbR

This could obviously affects the page rendering and content coudn’t be loaded correctly. To fix this, you can try to optimize your pics with Imsanity or EWWW Image Optimizer

These workarounds should help you with your issue. Try them and keep me posted.
All the best,

Andrea

• This reply was modified 5 years, 6 months ago by themes2go.
• This reply was modified 5 years, 6 months ago by themes2go.
• This reply was modified 5 years, 6 months ago by themes2go.

[themes2go]

Hello Ian,
before proceeding with custom series image you have to consider that the same image will be used both on the serie card (vertical ratio) and on the header of the serie (horizontal ratio).

For our demos we always used horizontal images 1600px wide.
If you need some dimensions to create vertical image, you can try with 1200x1800px (1800px is the height of the image).

This should work both for serie’s card and page.

Keep me posted on this, if you have any other questions feel free to reply below.

Have a good day!
Andrea

[themes2go]

I’m going to close this ticket.
If you have any other questions feel free to open another ticket.

All the best,
Andrea

[themes2go]

Hi there!
Glad you’ve found the fix for your issue!
If you have any other questions feel free to open another ticket.

All the best,
Andrea

[themes2go]

Hello!
This feature is not included with the theme due to the lack of space on mobile version.
What I can suggest you is to add a custom social bar just below your header visible only on mobile.

https://imgur.com/zifOj0X

This could be easily done with WP Bakery Page Builder.
What do you think?

Andrea

[themes2go]

Hello torrestjessica and thanks for reaching us.
Andrea here from Themes2go Customer Support and I’m going to support you with the request. Social media icons are displayed in different places around the theme: you can find it on the secondary header, footer or inside posts for example.

Could you please be more clear regarding your issue? It would be nice if you post here your website describing where the social media icons are hidden.

Keep me posted on this,
Andrea

[themes2go]

Hello BigWeb2001,
as I can see you’ve found your own way to get the theme work properly.
https://imgur.com/1dN4fyk

Not sure if this procedure could work for other features of the theme, we always strongly recommend to stick to our installation procedure to avoid any issues.

Said so, I think that this behaviour is far away to get support from any company. In particular this is not working for us because:

• Our first reply was given in 7 hours since the ticket was sent with the answer to your issue
• As explained on our Items Support Policy (https://www.themes2go.xyz/helpdesk/policy/) we do not provide support via email as you asked https://imgur.com/kpWmINy
• Consider that we can take up to 48 hours to answer at your requests (#7 https://imgur.com/a/1f0cFSp)
• This is a forum, not a chat. You’ve sent 5 replies in 1.5 hour. Sending multiple messages doesn’t speed up your request (#6 https://imgur.com/a/1f0cFSp)
• As you stated in last reply, you did not follow the right installation procedure

And last but not least, you should take a look to Themeforest Support Item Policy first: https://themeforest.net/page/item_support_policy
https://imgur.com/c80bOXh

If the theme still fits your needs, we are going to offer our best support as we always do for our customers.

If this doesn’t work you, just ask for a refund and we’ll give to you, no questions needed.

Hope this could clarify this case.
Feel free to reply here if you need more support on this.

All the best,
Andrea

• This reply was modified 5 years, 6 months ago by themes2go.

[themes2go]

Hello BigWeb2001 and thanks for reaching us.
As described on our manual we offer direct support for our customers within 6 months from the purchase through this helpdesk.

http://www.themes2go.xyz/manuals/lifecoach/knowledge-base/support/

As I can see from your website, you did not follow the standard procedure to get the theme installed properly. In order to fix it, you need to start from scratch.

So you can choose among two ways:
– reinstall WordPress and start over a fresh installation
– install a plugin called WP-Reset and reset your installation

Now, with your fresh and clean WordPress just follow our standard installation procedure. You can check it on either on our manual or video tutorial.

– http://www.themes2go.xyz/manuals/lifecoach/knowledge-base/theme-installation/

– https://www.youtube.com/watch?v=3le8M5oZN7U

This would fix your website in seconds but, if you are going to experience other issues, feel free to reply below and I would be happy to support you.

Have a good day!

[themes2go]

Hello Anthony and thanks for reaching us.
Andrea here from Themes2go Customer Support and I will support with your request.

Based on your kind request I can say, as you can see from here

https://imgur.com/F5d1Fza

https://imgur.com/guVP1nl

that you did not read the manual, as your process was executed adding actions that were not required and were indeed damaging the correct functionality of the theme.

As the issues have been clearly originated by a misuse of the product against any provided documentation, I shall kindly invite you to please read the manual in order to use the theme correctly, avoiding further problems.

Here’s the link: http://themes2go.xyz/manuals/vlogger/

Our team also recorded lots of very detailed videos to streamline the work for you, anyway please note that the written documentation is more complete.

You can find our video tutorials here: https://www.youtube.com/watch?v=_e1IQxbtTGk&list=PLCGMXZPzCkmZk2PvcZnep0xDJCx0LpCnL

About WordPress compatibility, we can assure that is fully compatible with WordPress 5.1 and upcoming versions, just please follow the documentation.

About the helpdesk service, we are sorry for your waiting, but as explained this is a helpdesk and not a chat, therefore the service may take up to 24 hours to answer. On top, yesterday in Europe was holiday and we were closed.

Please note that on Themeforest the average support time of other authors is between 2 and 3 days.

Hoping that you will please check and follow the documentation to get the best out of this theme, I kindly invite you to please get back if you find any unclear explanation, that we will promtly fill.

All the best,
Andrea

[themes2go]

Hello Michael and thanks for your precious feedback.
After your debugging we can actually exclude some plugins fault (90% WordPress issues comes from third-party plugins).

So I can assume that your menu is too high and all that sub-menu items can’t find place on the windows causing the glitch. This is the first time a thing like this happens.

For this reason I suggest you decrease your menu items or add a third level sub menu.

Please keep me posted on this.
Thanks in advance.

Andrea

[themes2go]

Hello Michael,
could you please send me a screenshot of your menu structure from your backend?
How many items do you have on the child menu level?

Have you tried add another link to your navigation as parent level? Does it glitch?

[themes2go]

Hi, we had a look at your site and the issue comes from third party plugin you installed. The one we bet the most is Wp Fastest Cache: this plugin is really not professional (there are many other much better) and it seems it completely messed up the source code.
You should delete the cache, and disable the plugin, the issue should disappear.

Then go for a better one like w3 total cache.
But remember that many of those plugins, when it comes to minification, can corrupt the code, so I’d suggest leaving js and css minification DISABLED.

Instead, use a good hosting and a good CDN like cloudflare (which is free).

[themes2go]

Hello Justin,

in order to align contents vertically, you should use Page Builder settings and not html tags. If you edit the row containing the two columns you could set the content position to Middle

https://imgur.com/VnMWgxN

Then, about the colors: as I can see you are adding lots of custom css.
I don’t understand why you are adding css snippets, there is a dedicated panel concerning colors in the customizer: Just edit the primary dark color and your footer will change tint.

https://imgur.com/fOLZDpu

If I can suggest you, before proceeding with other customization, take a look to our manuals and maybe you can find settings you didn’t know 😉

http://www.themes2go.xyz/manuals/lifecoach/

Keep me posted on this,
Andrea

[themes2go]

Hello Daniel,
there is no such option included with the theme.
The alternative to the default menu is the offcanvas menu: you can activate it by going to Appearance -> Customize -> Header. Here you can turn on the Off Canvas Sidebar and customize it trough the widget section of your website.

Hope this can help you.
Andrea

[themes2go]

Hello Justin,
this issue has been answered in your previous ticket: https://www.themes2go.xyz/helpdesk/forums/topic/remove-any-vertical-space-between-rows/

You are using a wrong page template for your contents and this add a space above the footer. You should use the Visual Composer Page Template as stated previously.

https://imgur.com/lxvOdj0

All the best,
Andrea

[themes2go]

I see, thanks for the follow-up.

Can I please ask you why not using the built-in functionality to display the related videos below the header, as is already existing?

[themes2go]

Hi, this theme does not have or claim WooCommerce compatibility, nor we plan on adding it due to the low usage connected to this niche of market. I’m sorry but I can’t help with this, if you plan on using woocommerce, you have to add the support yourself or hire a developer on Envato Studio or Codeable.com.

Regards

[themes2go]

Hi, sorry for missing the last question.
It would be better anyway to open a separate thread for different problems.

I checked what’s going on, and it seems the problems are 2:

1) https://imgur.com/a/58hJgq9 You put this element in a normal content page, which you should not be using with Page Builder, this in fact causes the conflixts you see.

If you wanted the boxed contene, use a Visual COmpsoer apge template, and use the checkbox “boxed content” for the wors you want to be boxed.

You should not do what you instead are doing (point 2)

2) Do not build a Page Builder page in a Page Fullwidth, do instead as explained at point 2. Otherwise you’ll try the tedious “force fullwidth” option of Page Builder which is a heavy and slow workaround to fix boxed pages.

—– submit button

The button is there, but as you can see in the debugger, right column, you have added a custom css that is hiding it

https://imgur.com/a/5FN3GcP

[themes2go]

Hi and thanks for your request, sounds interesting.
Still I have a couple of details that needs clarification:

1) Are you meaning to have a widget with a custom parameter for the serie, that is fixed across the site, or awidget that takes dinamically the value of the serie page of your actual video?

2) Which type of design would you mean to see in such widget? The small thumbnail or the card?

[themes2go]

Hi, the footer is consistent across all sections of the site, there are no options to do such thing.

Anyway, is not hard to customize those templates.

The widgets are loaded using this line of code:

get_template_part ('phpincludes/footerwidgets');

you can edit single-qtvideo.php, single-podcast.php or single.php and delete this line from those files.

hen copy the customized templates in the child theme folder.

[themes2go]

Hi

1) When I add a “Featured List” > This item is made to be used only when you choose the page template for Visual Composer. In other pages it cannot display properly. And, there are no icon options. there are plenty of plugins to do this, when we embed in the theme a functionality that is covered by other plguins with 10000 options, is because people have no time and just want to do a list in style with the theme, this is why the shortcodes have few design options.
You can otherwise find one among about 20 plugins to make lists, they have really an impressive amount of parameters you can choose.

Our shortcode is a quick cut to obtain the result without too much setup hassle.

2) Shop: I’m sorry but I’m not even able to open this page. It seems your hosting package requires some improvement to run a shop. This page takes forever to me to open: https://bov3.wpengine.com/merch/

Also, yesterday there was WooCommerce 3.6 out, and we just published a theme update. Please be sure to install the new theme version to fix it.

Regards

[themes2go]

Hi, it is 100% responsive, but if you see any section or screen that is not working correctly, please provide a screenshot, together with the URL of the page and the device where the issue happens, so we can update the theme.

Thanks

[themes2go]

Hi!

.qt-pageheader.active .qt-header-bg::after {
    opacity: 0.30;
}

If you make it too clear and you use light photos, the menu will result unreadable, so attention 😉

[themes2go]

Thanks, issue found.
You have set the rows to be full height
https://imgur.com/a/ANLJugH

So, despite the content is shorter, the container has a height = 100% of screen height, causing empty space.

Just edit the row setting and disable the full height option.

https://kb.wpbakery.com/docs/wpbakery-page-builder-how-tos/how-to-make-full-width-or-full-height-row/

https://wpbakery.com/video-academy/category/row/

Regards