After updating theme customize panel is collapsed

This topic has 14 replies, 2 voices, and was last updated 3 years, 3 months ago ago by Olga Barlow

  • Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 3, 2021 at 18:35

    pls see image

    Please, contact administrator
    for this information.
    13 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    April 4, 2021 at 07:14

    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

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 5, 2021 at 17:40

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

    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    April 5, 2021 at 20:17

    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

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 6, 2021 at 15:26

    now check pls

    Please contact administrator
    for this information.
    Avatar: Robert Hall
    Robert Hall
    Support staff
    April 6, 2021 at 19:47

    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

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 8, 2021 at 18:32

    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.

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    April 9, 2021 at 11:14

    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

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 10, 2021 at 18:08

    now check pls.

    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    April 12, 2021 at 11:06

    Hello,

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

    Regards

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 12, 2021 at 15:36

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

    Please contact administrator
    for this information.
    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    April 12, 2021 at 16:31

    Hello,

    Check customizer now.

    Regards

    Avatar: Azlan Traders
    Azlan Traders
    Participant
    April 12, 2021 at 17:25

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

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    April 12, 2021 at 19:10

    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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