Unable to remove items after adding to cart

Hi,

Thank you for reaching out to us.

1/ To assist you more effectively, we kindly request that you record a video demonstrating the issue and the steps leading to it. This will help us better understand and replicate the problem on our end.
Upload the video on a filesharing service, for example – https://fex.net/ , and provide us with the URL.

2/ We recommend that you disable all third-party plugins that are not included with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

3/ If the problem persists, we suggest switching to the Parent theme if you are currently using the Child Theme on your site. After clearing the cache, check again.
The issue may be due to your custom code in the Child Theme.

Let us know the results.

Warm Regards,
The 8Theme Team

Hi,

1/ We have activated the following option: https://prnt.sc/evEL9OSVvYcY to fix the sidebar display issue on most of your pages (home, cart, etc.).

2/ There is a plugin called web-to-print-online-designer (slug), with the name Cmsmart. It seems to be causing errors on product pages.

3/ We also noticed an error: https://prnt.sc/fuypgUk-qYhy — this indicates that the wp-config file needs to be corrected (it currently shows “localhost” instead of the proper URL). This may also affect the add-to-cart functionality. Please check this with your hosting provider and fix it.

Additionally, please update the theme and Core plugin to the latest versions – https://www.8theme.com/documentation/xstore/theme-installation/theme-update/ https://www.8theme.com/documentation/xstore/plugins/plugins-update/

Warm Regards,
The 8Theme Team

Hello @rayee,

Please note that the issue may not originate from the parent or child theme, but rather from certain plugins, settings you have configured or customizations in child-theme. Have you made any customizations in your child theme that might have caused this issue? Since your website is live, we do not recommend switching between themes or disabling plugins. However, if you grant us permission, we can proceed with the necessary testing.

The issue with removing items is not related to hosting or other reasons but is because of the JS errors from some code.

Best regards,
Jack Richardson
8Theme Team

Hello @rayee,

We have not made any changes related to switching themes on your website. It is possible that you previously activated this child-theme, as we can see you mentioned performing such actions for testing purposes in your earlier message: “If I switch to the Child theme” in the following reply: https://www.8theme.com/topic/unable-to-remove-items-after-adding-to-cart/#post-462681.

Best regards,
Jack Richardson
The 8Theme Team

Hello @rayee,

Could you please temporarily disable Cloudflare while keeping our theme active and check whether the issue is resolved? Please note that Cloudflare caching may not affect its caching setting when you temporarily switch your website’s theme.

Have you also contacted Cloudflare support to verify if there might be a configuration issue on their side?

Additionally, we noticed that the wp-admin access to your website has been modified. Could you please restore our access so that we can continue investigating the issue and reviewing the configuration in your dashboard?

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @rayee,

We have checked the issue on your website using the Safari browser, and the products are being removed correctly on Cart page. A video demonstrating this is attached in the private content.

Best regards,
Jack Richardson
The 8Theme Team

Hello @rayee,

We have also tested the issue on different devices and carefully reproduced the steps you followed. Please check the video at the following link: https://fex.net/s/srzsonx.

It appears that the issue may occur on your size if multiple clicks are made on the remove icon instead of a single click. We kindly suggest asking someone else to assist you and test the process on their device, as it is possible that the same actions are being repeated in specific steps. This approach would be more effective with asking someone to purchase a product and then attempt to remove it from the cart using their device.

Also, could you please, share the versions of Safari browser you tested? We made a test on v.17.6 and v18.2 with no issues.

Best regards,
Jack Richardson
The 8Theme Team

Hello @rayee,

Yes, the video was created using the Safari browser, which can be identified by the distinctive design of its tabs. To confirm this, we conducted an additional test and attached a video in the private content section demonstrating the process.

Best regards,
Jack Richardson
The 8Theme’s Team