Product images not loading on website…

This topic has 13 replies, 3 voices, and was last updated 1 weeks, 3 days ago ago by Tony Rodriguez

  • Avatar: donhetter
    donhetter
    Participant
    October 21, 2022 at 19:17

    Now our product images are not showing on our website! We have numerous customer complaints from various parts of the USA, about product images not showing on the website. It should be also noted, no changes or no new apps have been installed that would have caused this problem. We had all the same apps before and never had this problem until today it was brought to our attention.

    I also cleared the cache and flushed the website but that did not work.

    screenshot from geopeeker: Notice images are not all loading. some not at all.

    https://gyazo.com/ebaf9a65620ccc920e7202a0fdec63bc

    screenshot from one of our customers https://gyazo.com/e12cb71349cf78bd103992f64cfffe45

    Either way these issues need to be fixed asap. Thank you much.

    12 Answers
    Avatar: donhetter
    donhetter
    Participant
    October 21, 2022 at 19:32

    forgot to include our wordpress logins, if you need our siteground logins, let me know!

    Please contact administrator
    for this information.
    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    October 22, 2022 at 06:46

    Hello, @donhetter,

    1- Alright, I have checked your site the product images appear just fine as you can see in the below images of your site.

    https://postimg.cc/0MNnPWBv
    https://postimg.cc/cr3mx8Xv

    2- It is quite possible that your site speed score doesn’t work well in other countries as you shared the screenshot I can see them. I have also, check the result you can see here: https://postimg.cc/1n58bGCh as you can see there are some necessary things to update “Make fewer HTTP requests, Compress components with gzip” You can use the WP Rocket plugin to optimize these things here is an article of our theme for a better reference: https://xstore.helpscoutdocs.com/article/128-how-to-improve-wp-rocket-settings-with-xstore

    3- Our theme has a lazy load option for the content you can check and disable/enable it as per your need. You can find this option in the XSTORE >> Theme Settings >> Speed Optimization https://postimg.cc/fS5npdrF

    4- I want you to know that the login access you shared with us no longer works check the image: https://postimg.cc/ftFcZwd7

    Regards 8Themes Team.

    Avatar: donhetter
    donhetter
    Participant
    October 22, 2022 at 07:44

    You have to go to wordpress.com and login, https://wordpress.com/log-in
    Its a word press website, so I do know why you went to our business url and tried to log into customer accounts??

    We are still having this issue, and complaints with customers we also did another test with https://geopeeker.com/ and its still showing no pics even in the USA.

    screenshot https://gyazo.com/c87a6f614e74339c718e168bf50476ae

    Please contact administrator
    for this information.
    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    October 22, 2022 at 08:26

    Hello, @donhetter,

    Dear, I know that it is a WordPress.com site but I am not able to check theme settings or customize it because it redirects me to the login form and the login not works there please watch this complete video: https://streamable.com/ylm37x

    Regards 8Themes Team.

    Avatar: donhetter
    donhetter
    Participant
    October 22, 2022 at 14:49

    Sorry I have no idea why. logging through word press always worked for everyone else and the user/password is good. So why would it kick you out of the account?

    Also was you able to get into our account because someone here made changes to our website? These stupid hot/sale tags on all the pictures are back again. We had them removed two days ago, so how did they reappear on there own? Also the screenshots we gave you yesterday will show you, these sales tags was not there.

    Screenshot of today with the hot/sale tags on the pictures.

    https://gyazo.com/df848b28eb85d8b8ef8f076c7611ca90

    In the private area is out siteground logins. this will work.

    Please contact administrator
    for this information.
    Avatar: donhetter
    donhetter
    Participant
    October 22, 2022 at 15:25

    To add more info on the hot/sale product badges, both was turned off two days ago and the website was saved/published.

    screenshot https://gyazo.com/e80806ec90a70fbbd415add737d89806

    yet they appear again. why is this? how is it possible. Only people that have access to our account is us (2 people) and you here and we didn’t change it back. Would there be a bug on this theme is turning these stupid product badges back on? Also when we removed these badges, at the location shown by the the screenshot, we started to have our product page images not appearing, did removing these badges cause this?

    Avatar: donhetter
    donhetter
    Participant
    October 23, 2022 at 00:30

    Now we have more issues with this damn site that hasn’t been resolved.

    Now today our website on our end is missing the header menu. screenshot
    https://gyazo.com/7de59f602ce54ca4d193027491d9ee5c

    and now missing the footer menu

    https://gyazo.com/29b3ac5fb9a862aab2e80835c126d863

    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    October 23, 2022 at 07:33

    Hello, @donhetter,

    I am sorry for the inconvenience but as I wrote above that I was not able to Login to your site, so it’s not me and there is no such bug in our theme as well.

    Now, again I did not log in to your site and only checked your site on a very fresh browser and the header and footer are appearing fine, and also the product images are appearing fine too, here is the complete screenshot: https://postimg.cc/mPhBv5Xm so it must be the cache issue at your end nothing else. Please try to clear the cache or try it on a fresh new browser, I am sure you will not face this issue anymore.

    Regards 8Themes Team.

    Avatar: donhetter
    donhetter
    Participant
    October 23, 2022 at 15:50

    Tony,
    thanks for the input, as for the pictures late last night I changed the image loading type. screenshot https://gyazo.com/8ae92cca51c865f87c7cf461db794b87

    The settings was set to lazy and we was having these images problems not just on our end but more importantly on the customers end, so it wasn’t just our problem with the cache. After I changed the settings from lazy to default, we have yet to have any images not appear on our website.

    Is there a reason changing from lazy to default solved this problem?

    Would changing this setting to default have any other effects or negative effects on our website?

    Thanks again Tony

    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    October 24, 2022 at 05:48

    Hello, @donhetter,

    I don’t know why it happens on your site because your site is working fine for us there is no issue as I already showed you in my previous response.

    You said, “Is there a reason changing from lazy to default solved this problem?”
    (Quite Possible because the Lazy loading in WordPress helps the web page load faster. It loads the images and other media elements only when the user reaches that section.)

    You said “Would changing this setting to default have any other effects or negative effects on our website?”
    No, this option will not make any negative effects on the site no need to worry about it.

    Note: Once a thing is working fine for me and showing no issue/error how can I help you with it? You are facing the issue with other regions. It is possible that your server has set the restrictions for those regions. Did you ask your service provider about this issue?

    If turning OFF the Lazy Load resolved your issue, then please keep it disabled.

    Regards 8Themes Team.

    Avatar: Aaron
    Aaron
    Participant
    June 7, 2024 at 15:38

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    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    June 8, 2024 at 05:49

    Hello, @Aaron,

    Thank you for contacting us and for using XStore.

    We are pleased to inform you that upon reviewing your website, we have found it to be functioning correctly. For your reference, we have recorded a video demonstrating the functionality, which you can view in the private content area.

    It appears that the issue you encountered may be related to browser caching. We kindly suggest clearing your browser’s cache or accessing your site using a new instance of Google Chrome to see if this resolves the issue.

    Should you require further assistance, we encourage you to initiate a new topic on our support forum at [XStore WordPress Support Forum](https://www.8theme.com/forums/xstore-wordpress-support-forum/). This will ensure a streamlined support process and prevent any inconvenience.

    Thank you for your understanding and cooperation.

    Best Regards,
    The 8Theme Team

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