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Report a bug with Header builder - by Marta Iraola

This topic has 34 replies, 3 voices, and was last updated 5 years, 8 months ago ago by Olga Barlow

Marta Iraola

Participant

March 13, 2020 at 13:57

Hello,

I have detected a couple of problems with the header builder.

1 – I use WPML to translate my website. My portfolios have a different header for each of them.

Now, after creating the translated portfolio, it has to use the same header. So I tried to add it from “Where do you want to add this header”, adding another condition. And the problem is that the custom header shows in the translated version, but not in the original language! Both of the conditions are activated. Could you please make it work in both of them?

2 – This other problem has been happening since the begining, before using WPML. My headers are mostly the same only changing the logo and the phone number (which is part of the Contacts module). But, whenever I change something in one of the multiple headers, it changes the phone of the header to the one of the default header. I have to manually re-enter the phone number each time I change anything in a multiple header.

Thank you for your help.

Kind regards,

Marta

Please, contact administrator
for this information.

#231230 Copied Theme version: 6.2.10

33 Answers

Rose Tyler

Support staff

March 13, 2020 at 15:03

Hello,

1) We would recommend you to update the theme and Core to latest versions – http://prntscr.com/rfuaxj https://www.8theme.com/documentation/xstore/theme-installation/theme-update/ Do not forget to create the backup of your database and files before starting the update.
Then check how the header builder works. If the problem won’t be solved, let us know.
2) I’ve sent a report about the problem with Contacts element to our developers.

Regards

#231235 Copied

Marta Iraola

Participant

March 13, 2020 at 16:02

Hello Rose,

1 – The update made it work! Thank you! I was changing all of them but now the multiple headers is not loading. Maybe your team is checking now the second problem? I will try later.

2 – Thank you! Now that I was changing all the headers at the same time, I have realized that the phone number it takes is always the one of the previous header. For example:

a) I change the Header 1 conditions (which has the phone number 111 111 111)
b) I save the changes and click on edit the Header 2 (which has the phone number 222 222 222)
c ) Suddenly Header 2 has the phone number 111 111 111 , so if I change any other thing and click on save, the phone number is the incorrect one.

I am looking forward to your response.

Thank you!

#231241 Copied

Marta Iraola

Participant

March 13, 2020 at 17:03

Hello Rose,

Now that the Multiple Header option is not showing any of the headers, also all the portfolio pages are showing the incorrect header, the default one, in both of the languages.

I hope it will work soon.

Thank you!

#231245 Copied

Rose Tyler

Support staff

March 14, 2020 at 09:22

Hello,

Our technicians did not do any changes on your site. They will be able to take a closer look at the mentioned problems from Monday, due to the weekend.

Regards

#231261 Copied

Marta Iraola

Participant

March 15, 2020 at 21:38

Hello Rose,

Ok, then something strange has happened.

As I told you, I was changing the headers and suddenly, after saving the changes of one of them, ALL THE HEADERS have disappeared!!

Please can you check why or how this has happened? There were over 20 custom headers there! And if possible, recover them?

If you can’t recover them I can make them again, but I would like to know where the problem is so it doesn’t happen again.

Checking the php error log it says this:

[13-Mar-2020 14:48:19 UTC] PHP Warning: implode(): Argument must be an array in /home/grupoeib/public_html/wp-content/plugins/et-core-plugin/app/models/customizer/builder/template-parts/multiple-condition.php on line 203

I would be really grateful if you could check this urgently so it doesn’t stay broken for too long.

Thank you for all your help.

Kind regards,

Marta

#231285 Copied

Olga Barlow

Participant

March 16, 2020 at 10:41

Hello,

Your server does not meet theme requirements http://prntscr.com/rh1hwi and probably it caused the problem with saving and the failing of saving have cleared the header. Do you have DB backup before problem? Could you provide it to us? We’ll try to restore the headers.

Regards

#231290 Copied

Marta Iraola

Participant

March 16, 2020 at 12:12

Hello Olga,

I don’t have a DB backup. I will do them myself again.

Thank you for your help. I will be waiting for a solution for the second question.

Kind regards,

Marta

#231293 Copied

Marta Iraola

Participant

March 16, 2020 at 12:55

Hello,

Sorry to insist. I am trying to create the headers again and it isn’t working. I have already changed the max execution time but, when I go to Header Builder – Multiple headers, I can click in “add header” and put a name, but then after saving it stays loading and never ends (I waited over 5 minutes and nothing).

Could you please check why I can’t make any new multiple header? I gave you FTP details too so you can check it better.

Waiting for your response

Kind regards,

Marta

#231297 Copied

Olga Barlow

Participant

March 16, 2020 at 18:30

Hello,

We are investigating the issue. I’ll inform you once we find the reason, solution or any other news.

Regards

#231317 Copied

Marta Iraola

Participant

March 17, 2020 at 09:30

Thank you Olga!

Waiting for your updates.

Kind regards,

Marta

#231332 Copied

Marta Iraola

Participant

March 17, 2020 at 11:36

Hello again!

The client is pressuring me and I don’t know what to tell them.

How is it going? Is there any news you can tell me?

Thanks!

#231334 Copied

Olga Barlow

Participant

March 17, 2020 at 15:27

Hello,

We are working on your issue during a day. Once we find out what caused the problem I’ll inform you. Sorry for this inconvenience.
Also, I would recommend you to launch scheduled backups for your site once we fix the problem. Then it will be much easier to get a working version of the site back.

Regards

#231359 Copied

Olga Barlow

Participant

March 17, 2020 at 17:43

Hello,

We found that issue with the header caused by the encoding of the special symbols like ¿ or simmilar if you use this symbol in the header it causes the error and clear the header content + does not allow to create new headers. We are working on finding a solution to solve this problem. You can create multiple headers on your site but don’t use the mentioned symbol till we fix the way to avoid this issue.

Regards

#231368 Copied

Marta Iraola

Participant

March 17, 2020 at 18:16

Olga,

Wow!! It must have been difficult to identify the problem! You are the best!

I tried to create one header now and it works. So I can create all of them again one by one. But…

I was just going to tell you that I contacted my hosting provider and luckily they have a backup of the website. It’s an old backup from january, but maybe it is enough for you to take the
correct multiple headers files and add them to the current website?

PLEASE DON’T use the full backup archive and restore the whole website. We have
made many changes to many pages since then! Please can you check if with that information you can recover ONLY the multiple headers that were created before?

If the only way to recover the headers is using the full back up, I prefer to make them again one by one. Please tell me if you can recover JUST the headers or not.

In the private content area I tell you where you can find the backup.

I really appreciate all your hard work. Thank you again!!

Kind regards,

Marta

Please contact administrator
for this information.

#231372 Copied

Olga Barlow

Participant

March 17, 2020 at 18:24

Hello,

Thank you. Our developers will be able to try to recover headers tomorrow only because today all of them are out of the office and the support team doesn’t want to risk. But we’ll start tomorrow morning ASAP.

Regards

#231373 Copied

Marta Iraola

Participant

March 17, 2020 at 18:29

Olga,

Thank you for the quick answer! I will wait then.

I was going to leave a 5 star review on themeforest but it seems I have already done it before! Haha

Have a nice afternoon.

#231376 Copied

Olga Barlow

Participant

March 17, 2020 at 18:50

Hello,

🙂 You too!

Regards

#231379 Copied

Marta Iraola

Participant

March 18, 2020 at 12:26

Hello Olga,

Any updates? Can the developers recover the headers?

Thank you!

#231414 Copied

Olga Barlow

Participant

March 18, 2020 at 16:47

Hello,

We have restored headers from backup, check, please. And we are still working on the issue with the special symbols. I’ll keep you in touch.

Regards

#231433 Copied

Marta Iraola

Participant

March 18, 2020 at 17:17

Hello Olga,

Thanks to your hard work I have recovered almost all of the headers. I was going to create the other ones now but, when I click in “Add header” it automatically enters to edit the last header from the list. It doesn’t let me create a new header.

Could you check it please?

Thanks!

#231436 Copied

Olga Barlow

Participant

March 19, 2020 at 19:20

Hello,

I’m afraid it also could be related to the same issue – encoding if extra symbols. Take our big apologies for this inconvenience. I hope we’ll find a solution soon. We have a few ideas and now we are working on which one will be better for different cases to avoid additional issues.

Regards

#231497 Copied

Marta Iraola

Participant

March 20, 2020 at 10:03

Hello Olga,

Understood! I hope you will find a good solution soon. Please let me know if there are any news.

You are the expert here and maybe I didn’t understand it correctly, but I am not sure if the extra symbols can explain the error, because right now you took out the extra symbol ¿ and the error still happens, right?

Also, there were extra symbols before the latest update and there were no problems with the multiple headers either.

Looking forward to your answer.

Kind regards,

Marta

#231521 Copied

Olga Barlow

Participant

March 20, 2020 at 17:25

Hello,

Check the headers now. And also try to use extra symbols. Before this make the backup just in case (Theme Options > Header builder > Header templates > Export button at the bottom of the section).

Regards

#231552 Copied

Marta Iraola

Participant

March 20, 2020 at 18:36

Hello Olga,

I have been checking the headers. I can create new headers now!! Thank you! I also added the ¿ back again and it seems to work.

However, I have detected a new bug. It is not breaking anything but it is quite strange.

My website has two languages, ES and EU. Whenever I edit a header, whitout me touching anything, it says that it is going to appear only in the EU version. Let me explain with a couple of examples.

1 – Header 1 only shows in Project 1 (es)

2 – When I enter to edit header 1 it says that the only condition is to show in Project 1 (eu) without me touching anything.

This is not a breaking bug because if I change it again to say Project 1 (es) it works.

Also I tested it in a header which has two conditions: to show the header in Project 2(es) and Project 2(eu). If I enter to edit the header, it says that the two conditions are Project 2 (eu) and Project 2(eu)!

If I am not careful the headers disappear from the ES version because of this. Each time that I edit a header I must select again the condition to appear in (es).

This is similar to the oher bug that I told you about the phone number. I have checked and it still happens.

So each time that I edit a header I must put the correct phone number and the condition (es) or else it will change with me touching it.

Apart from this, whenever I change anything from the header builder, when it is saved and I close that tab, a chrome alert pops up telling me that I have not saved the changes and some things could be lost. I close it anyway and nothing is lost (because I did save before) but I am not sure why that happens.

I hope you will be able to check out these things.

Looking forward to your answer.

Kind regards,

Marta

#231558 Copied

Olga Barlow

Participant

March 23, 2020 at 16:37

Hello,

Check now.

Regards

#231732 Copied

Marta Iraola

Participant

March 24, 2020 at 16:15

Hello Olga,

I checked and now the hoaders don’t have the EU problem, thank you!

However one of them is not showing correctly in either language. I will give you the url in private content so you can check it out.

As far as I see, the phone number problem and loading warning still happen.

Thank you for your help.

Kind regards,

Marta

Please contact administrator
for this information.

#231785 Copied

Olga Barlow

Participant

March 25, 2020 at 14:12

Hello,

We have fixed the mentioned problem with the header and created test headers http://prntscr.com/rmezuc Check this from your side.

Regards

#231821 Copied

Marta Iraola

Participant

March 26, 2020 at 09:47

Hello Olga,

Yes, I think the phone number problem is solved too! Thanks a lot for your help.

For your information the loading warning still appears, but I don’t think it breaks anything. I don’t know if you want to check it further.

Thanks again for all your help!

#231884 Copied

Olga Barlow

Participant

March 26, 2020 at 16:15

Hello,

1) Great. Thank you for such good testing because it’s difficult to face these issues at the test site, it’s possible only with the real in-use site.

2) Point is that we did not face any loading warning. Could you provide us with the screenshot?

Regards

#231914 Copied
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