Theme not working in mobile and its very very slow

This topic has 40 replies, 4 voices, and was last updated 1 weeks, 3 days ago ago by Andrew Mitchell

  • Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 04:42

    hi team,

    i recently purchase this theme and i am very disappointed by its performance. its very very slow heme and working on mobile in my website. so i want to return my money back.
    thank you

    39 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    May 26, 2024 at 06:35

    Hello, Shopsangam,

    Thank you for reaching out to us. We are sorry to hear that you are experiencing issues with the performance of the theme you purchased. We strive to ensure all our customers have a smooth experience with our products, and we apologize for any inconvenience this may have caused.

    Could you please provide temporary wp-admin access?

    To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 08:37

    to provide access is not possible . you can search on google how your theme working on desktop andmobile. even on mobile there is no image display.

    Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 08:41

    provide your contact number so that i can called and tell you the problem. I Can share teamviewer id for your helo.

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    May 26, 2024 at 09:15

    Hello, Shopsangam,

    Thank you for your prompt response.

    We suspect that the issue with your website may be due to a third-party plugin or specific server settings, which is why we requested access. You will be able to remove the temporary account once the issue has been resolved.

    Please note that we provide support through our forum and not over the phone.

    Website speed depends on various factors that we do not control, please read this article: https://xstore.helpscoutdocs.com/article/100-how-to-speed-up-my-website

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 09:30

    as you want i am sharing temporary login and do the needful

    Please contact administrator
    for this information.
    Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 09:32

    i want to tell one more things its totally fault of your theme because its happening when i used xstore theme only

    Avatar: shopsangam
    shopsangam
    Participant
    May 26, 2024 at 09:37

    its a request pls share when necessary has been done .
    I am waiting your response

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    May 26, 2024 at 09:47

    Hello, Shopsangam,

    We hope this message finds you well. We wish to inform you that we have disabled the PhonePe Payment Solutions and LiteSpeed Cache plugins on your website. Following this action, we have noticed an improvement in your site’s performance.

    We recommend that you reach out to the respective support teams of these plugins for guidance on configuring the settings appropriately to avoid any future errors.

    We have customers who use the the LiteSpeed Cache plugin without any problems, and we hope that support of the plugin will be able to help you too.

    Thank you for your attention to this matter.

    If you have any additional questions or concerns, please do not hesitate to reach out to us. Our support team is always available to assist you.

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 09:09

    i checked your changement but one more issued has been create now. checkout page not working now.

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    May 27, 2024 at 09:20

    Hello, Shopsangam,

    We kindly request that you provide us with wp-admin access once again so that we may review and verify the settings of the checkout page.

    Thank you for your cooperation and assistance in this matter.

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 10:45

    please check and try to place a order as well for checking whether it is working or not.

    Please contact administrator
    for this information.
    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 12:43

    it has been passing around two hours. are you working on it kindly confirm.

    i am facing many problem in this theme actually . recently i was using Astra and there is no issue in this type.

    if could be solve then okey. rest i am going to switch in Astra theme again.

    thanks

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 14:36

    Is there anyone here who can share what is going on. and how much time i have to wait.

    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    May 27, 2024 at 14:43

    Dear @shopsangam,

    We hope this message finds you well.

    Following your request, we have conducted a thorough investigation into the issue you are experiencing. Our findings indicate that the problem is specific to our XStore theme and does not occur with the default WooCommerce StoreFront theme.

    To further diagnose the potential cause and provide an effective solution, we kindly request FTP access to your website. Unfortunately, we are unable to replicate the issue on our development sites, which necessitates direct access to your environment.

    We are committed to resolving this matter swiftly and will keep you updated on our progress in this thread.

    Thank you for your cooperation and understanding.

    Best regards,
    Jack Richardson
    The 8Theme Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 15:16

    Its a request pls fixed it asap and inform the same . i am facing issue from the day i purchase this theme in my website . Very disappointed

    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    May 27, 2024 at 15:23

    Dear @shopsangam,

    We hope this message finds you well. We previously requested FTP access to address the issue you are experiencing. Unfortunately, without this access, we are unable to assist in resolving the problem.

    Thank you for your attention to this matter.

    Best regards,
    Jack Richardson
    The 8Theme Team

    Please contact administrator
    for this information.
    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 15:55

    i dont know how to grant it. share process or any plugin name that make it possible

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 16:18

    you can connect through team viewr as well.

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 17:22

    is there any one here. I am helpless . too much time to getting reply

    Avatar: shopsangam
    shopsangam
    Participant
    May 27, 2024 at 17:57

    is there anyone who can tell me how much time i have to wait after drop a msg here. Because 2 to 3 hour done by me

    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 05:22

    finally more than more than 16 hour has been passed , i am still waiting for response. great support

    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 07:03

    credential as you want. now do the nedful asap

    Please contact administrator
    for this information.
    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 09:56

    if you are not able to help me out in this issue pls tell me.At least respond, it is not the right way to treat the customer.

    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    May 28, 2024 at 10:03

    Dear @shopsangam,

    We can’t connect FTP:

    Error: Connection timed out after 20 seconds of inactivity
    Error: Could not connect to server
    Please check it. Try to connect to FTP using FileZilla by yourself and provide us with the correct credentials.
    Is there a restriction by IP or something else that doesn’t allow us to connect?

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 12:06

    kindly check it and fixed the issue as soon as possible . and this credential already check by for your reference.

    Please contact administrator
    for this information.
    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    May 28, 2024 at 14:33

    Dear @shopsangam,

    We can’t connect FTP again:

    Command:  PASS *****
    Response:  530 Login incorrect.
    Error:          Critical error: Could not connect to server

    Please check it. Try to connect to FTP using FileZilla by yourself and provide us with the correct credentials.

    https://gyazo.com/240d6bc445dac217d0f7ae7d749d6e58

    Best Regards,
    8Theme’s Team

    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 15:27

    its working filezilla. pls check there

    Please contact administrator
    for this information.
    Avatar: shopsangam
    shopsangam
    Participant
    May 28, 2024 at 15:50

    its already check and if you need i can share screenshoot of connecting the filezilla. now pls do the needful. its have been taken more time already.

    Please contact administrator
    for this information.
    Avatar: Jack Richardson
    Jack Richardson
    Support staff
    May 28, 2024 at 20:11

    Dear @shopsangam,

    I hope this message finds you well.

    We are pleased to inform you that we have successfully connected to your FTP using the access credentials you provided. Thank you for facilitating this connection.

    However, we have encountered an issue regarding the admin access. The credentials previously provided direct us only to the wp-admin login page, and we do not have the necessary username and password to proceed. Could you kindly provide us with the correct admin login details at your earliest convenience?

    Additionally, we have noticed an issue on your checkout page where the ‘Place Order’ button is missing which prevent us to see the broken payments page. You can view the issue here: https://prnt.sc/P5t4lhXQ0BDq. While it is possible that we might resolve this without admin access, having the full access would significantly streamline the process and ensure a more comprehensive resolution.

    We appreciate your prompt attention to these matters and look forward to your swift response so we can proceed with the necessary fixes.

    Best regards,
    Jack Richardson
    8Theme’s Team

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