I made a short video showing the issue:Site URL: hidden Theme version: 9.2.2 WooCommerce version: 8.2.1
Thank you for using our theme and for contacting us.
We recommend that you disable all third-party plugins that are not included with XStore (https://xstore.helpscoutdocs.com/article/36-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.
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 Child Theme. Let us know the result.
If the problem still persists, We kindly request you to conduct a check by activating the default WordPress Theme, such as Storefront or Twenty Twenty-Three (Appearance > Themes). This is to ascertain whether the issue you are experiencing is due to our theme or not.
Should the issue continue, please keep all third-party plugins deactivated on your site and allow us permission to debug your site. This includes deactivating all third-party plugins and on-site customization. This will enable us to investigate and assist you more effectively.
Please ensure that you have a complete backup of your site before proceeding.
Thank you for the steps. I did each one by one and cleared cache every time. tested all three themes I have installed. The child theme, which is what I run live, the core them and then Twenty Twenty Two wordpress core. All plugins deactivated for each test with each theme and cleared cache between each test.
Same result. Sometimes clicking the Cart button will lead to a totally blank page as if it isn’t going anywhere and the page being clicked on is still present yet nothing is visible. Other times the adding a product to the Cart by clicking the cart button leads to the cart page but it says Empty cart. This persists with all themes.
I have provided my login info in the original ticket so you are welcome to login. All plugins are deactivated.
We hope this message finds you well. We understand that you have been experiencing a persistent issue with the default WordPress Theme. After careful review, it has been determined that the issue is not related to our theme.
Given the nature of the problem, we recommend that you seek assistance from the WooCommerce plugin support team. You can reach them through the following link: https://wordpress.org/support/plugin/woocommerce/.
Alternatively, you may wish to contact your hosting provider. The issue seems to exhibit different behaviors for logged-out and logged-in users, which could potentially be related to some form of server cache.
We appreciate your understanding and patience in this matter. Should you have any further queries or require additional assistance, please do not hesitate to contact us.
I had to hire a tech guy after trying to resolve the issue. it had nothing to do with Cache. It had to do with the theme. So I paid for support here and didn’t get any help and had to pay someone else to fix the issue. What am I paying for?
Thank you for getting in touch with us.
As we can see, you wrote the next “The child theme, which is what I run live, the core them and then Twenty Twenty Two wordpress core. All plugins deactivated for each test with each theme and cleared cache between each test.” It means you faced the problem when not our theme was activated but the default WordPress theme Twenty Twenty Two. Is’t it? Why are you writing now that the problem is in our theme? Please describe in more detail the situation so we can help you.
We provide support with issues and problems related to our theme only. You can read more about it here – https://xstore.helpscoutdocs.com/article/25-support
Should you continue to experience issues with the ecommerce functionality regardless of the activated theme, we recommend reaching out to WooCommerce Support. Their assistance is available at no cost and their suggestions may prove beneficial in resolving your issue.
We have hypothesized that the issue may be caused by the cache. However, as the situation does not pertain to our theme matter, we can only express a presumption, which naturally requires verification. Unfortunately, this is beyond our area of responsibility.
Has your technical staff been able to resolve the issue that was present regardless of the activated theme on the site?
Currently, I am unable to review the video of the problem you sent and cannot log into your site with the temporary account details.
We are here to assist you should you encounter any issues caused by our theme. However, you have informed us that the problem persists even with other themes. We are committed to helping our clients, which is why we are trying to clarify our area of responsibility and capabilities.
If you require any further assistance regarding our theme, please do not hesitate to let us know.
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