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Topic: after updating theme customize panel is collapsed

Azlan Traders

Participant

April 3, 2021 6:35 pm

pls see image
Theme version: 7.2.7

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Rose Tyler

Support staff

April 4, 2021 7:14 am

Hello,

There is no such problem on our test site.
Do you have any errors in the browser console?
Please disable all 3rd party plugins and check how it works then.
Try to check from another browser and device.
Let us know.

Regards

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Azlan Traders

Participant

April 5, 2021 5:40 pm

I have tried all the recommendations. Pls check it and help me. Giving you admin access.

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Olga Barlow

Support staff

April 5, 2021 8:17 pm

Hello,

And create test user (Users > Add new) without Temporary Login Without Password plugin. Because plugin also could cause the issue.
Provide us also with FTP access to your site, please.

Regards

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Azlan Traders

Participant

April 6, 2021 3:26 pm

now check pls

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Robert Hall

Support staff

April 6, 2021 7:47 pm

Hello Azlan

Thank you so much for your wp logins.

As for your mentioned issue is concerned it is probably looks that there is some 3rd party plugin create a conflict with this theme package. so we will recommend you kindly check this theme after deactivating recently installed 3rd party plugin and check the theme with default plugins.

https://xstore.helpscoutdocs.com/article/36-included-plugins

If this doesn’t work or you have more questions, just let me know, and I’ll be happy to help!

Robert Hall
Customer Support

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Azlan Traders

Participant

April 8, 2021 6:32 pm

Hello,
One thing i want to mention here that recently i have added my site to namecheap supersonic cdn. Can it effect any thing?
Moreover i have disabled all the plugin but nothing gain. It all happened after updating theme. Before updating everything was working fine will all these plugins.

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Olga Barlow

Support staff

April 9, 2021 11:14 am

Hello,

Neither FTP nor WP Dashboard access work https://prnt.sc/11842f9 https://prnt.sc/1183wxo
Provide correct access to check theme files. Maybe you did not upload all the necessary theme files during the update and this is the reason of the issue.

Regards

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Azlan Traders

Participant

April 10, 2021 6:08 pm

now check pls.

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Olga Barlow

Support staff

April 12, 2021 11:06 am

Hello,

You provided FTP access to empty directory https://prnt.sc/11agurl
Please, provide access to your WP installation.

Regards

#283601 copied to clipboard

Azlan Traders

Participant

April 12, 2021 3:36 pm

sorry pls check now
but pls resolve the issue as soon as possible.
thank in advance

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Olga Barlow

Support staff

April 12, 2021 4:31 pm

Hello,

Check customizer now.

Regards

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Azlan Traders

Participant

April 12, 2021 5:25 pm

thanks for your quick response. can you pls tell me where was the problem?

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Olga Barlow

Support staff

April 12, 2021 7:10 pm

Hello,

Something is strange with your WP installation. It calls out of date version of jQuery and it caused the issue. It’s not related to theme update because if you disable all the plugins and switch to the default theme and open customier you’ll get the same error with the performance and js errors in the console. So, I installed the jQuery helper plugin to make your customizer work.

Regards

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