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New Version - by GEMA - on WordPress WooCommerce support

This topic has 21 replies, 3 voices, and was last updated 3 years, 10 months ago ago by Rose Tyler

GEMA

Participant

May 27, 2020 at 13:06

Hi i have big problem with the new version of Royal theme.

Now when i up a new product, i see wrong on the website. I see the related products in the sidebar and the side bar under content.

The single product page is unconfigured.

The footer is not full width in the single product page, but in the others pages is OK.

This is a link for example

https://www.repararsamsungsat.com/producto/change-crystal-samsung-galaxy-note-1/

I have the same theme in others websites, and the single product page i see correctly.

https://www.reparariphonesat.com/producto/cambiar-pantalla-iphone-6-plus/

Why I see wrong single product page in the first website?

Thank you

#238957 Copied Theme version: 6.3 WooCommerce version: 4.1.0

20 Answers

Olga Barlow

Support staff

May 28, 2020 at 00:23

Hello,

Do you use child theme?
Did you make any changes in the child theme?
Could you, please, provide us with WP Dashboard and FTP access to your site to check the problem in more detail?

#239053 Copied

GEMA

Participant

May 28, 2020 at 09:39

I send you my credential

Please contact administrator
for this information.

#239080 Copied

GEMA

Participant

May 28, 2020 at 11:12

I have 4 website with your theme, i have the same, but I have problem only in this website.

This is OK https://www.reparariphonesat.com/producto/cambiar-cristal-iphone-7/

#239095 Copied

Olga Barlow

Support staff

May 28, 2020 at 14:40

Hello,

Contact your hosting provider about this https://prnt.sc/sp78un We are located in the not Spanish language country and it seems that your hosting provider blocks login option for other countries. We can’t check the Dashboard even if logged in using a frontend form.

Regards

#239138 Copied

GEMA

Participant

June 1, 2020 at 15:34

Please tell me your country

#239520 Copied

Olga Barlow

Support staff

June 1, 2020 at 16:12

Hello,

The support member who will work on your issue is from Ukraine.

Regards

#239525 Copied

GEMA

Participant

June 1, 2020 at 17:22

You have permission yet

#239532 Copied

Olga Barlow

Support staff

June 2, 2020 at 22:12

Hello,

1) Provide us with FTP access to your site. We need to check files to find the reason of the issue.

2) Unblock IP of our support member http://prntscr.com/ssmc6b Because it seems that it was blocked.

Regards

#239627 Copied

GEMA

Participant

June 4, 2020 at 10:15

Please tell me your IP

#239865 Copied

Olga Barlow

Support staff

June 4, 2020 at 16:27

Hello,

IPs of our experts who will work on your issue 176.98.69.124 and 176.98.70.243.

Regards

#239929 Copied

GEMA

Participant

June 8, 2020 at 09:44

I´ve created an access FTP

Please contact administrator
for this information.

#240185 Copied

Olga Barlow

Support staff

June 10, 2020 at 09:58

Hello,

Our support staff can’t connect to FTP http://prntscr.com/sx2ivy or at least check your site https://gyazo.com/c84ebcc4b92491bde3c505cfc1c89d6b because of your firewall. Please, make sure that you added the mentioned IPs to the whitelist and removed them from the blacklists. Or maybe disable it for a few days to allow us to check the issue and fix it.
Our support can’t proceed with your issue because of this.

Regards

#240364 Copied

GEMA

Participant

June 11, 2020 at 10:34

You have access for FTP again. The server master let you up archives again.

#240435 Copied

Olga Barlow

Support staff

June 12, 2020 at 09:43

Hello,

Finally we are able to log in to your Dashboard, it’s ok. But when we check the FTP we get authentication error http://prntscr.com/sye8la Probably username or pass is incorrect.
Please, check it and provide us with the correct one.

Regards

#240528 Copied

GEMA

Participant

June 12, 2020 at 14:01

access FTP

Please contact administrator
for this information.

#240566 Copied

Olga Barlow

Support staff

June 13, 2020 at 08:16

Hello,

Did you try to connect to FTP using this user and pass? Because we get error http://prntscr.com/sywphr and when we tried again and again, IP was blocked.
So, try to connect to FTP by yourself, make sure that it’s work and that you copy/paste the exactly right user and pass, then unblock our IP and reply back.

Regards

#240632 Copied

GEMA

Participant

June 15, 2020 at 11:43

Hi Olga you have all permission yet

#240852 Copied

Rose Tyler

Support staff

June 18, 2020 at 10:35

Hello,

Sorry for the delay in answering.
http://prntscr.com/t1xyub
> https://gyazo.com/1668e03904b6230a3c417725bc2c832d
You have 2 methods to fix this problem in product content
1/ Each product should be opened and content should be switched to text then to html (as you can watch on video)
2/ Add closed div in file of child-theme/woocommerce/content-single-product.php ( http://prntscr.com/t1y12l http://prntscr.com/t1y1qa )

Regards

#241247 Copied

GEMA

Participant

June 19, 2020 at 11:00

Thank you so much all stuff

#241377 Copied
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