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Theme Options / Customizer Sections Loading Infinitely

This topic has 17 replies, 3 voices, and was last updated 20 hours, 52 minutes ago ago by Samir Malik

tus

Participant

January 19, 2026 at 01:06

Hello Support Team,

I’m experiencing an issue with the theme options / customizer in your theme.

Whenever I click on certain sections such as:

– General/Layout
– Footer
…..etc.
– (and other similar sections)

the page starts loading indefinitely and never finishes. The settings do not open and nothing happens, even after waiting several minutes.

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support staff only.

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16 Answers

Jack Richardson

Support staff

January 19, 2026 at 07:31

Hello @tus,

Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
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.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Kind regards, Jack Richardson
The 8theme’s team

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tus

Participant

January 19, 2026 at 07:59

Access

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Jack Richardson

Support staff

January 19, 2026 at 09:29

Hello @tus,

We have checked the issue on your website but were unable to reproduce it, as all sections are loading correctly on our side (a video is attached in the private content). We recommend clearing your browser cache and checking again, or testing the website from another device.

If the issue persists, please provide us with a video demonstrating the problem (you may use a file-sharing service such as https://fex.net/) and include the FTP access details, as previously requested but not found in your last reply.

Best regards,
Jack Richardson
The 8Theme’s Team

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tus

Participant

January 19, 2026 at 10:29

At my end it doesn´t work…what can be the problem?

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tus

Participant

January 19, 2026 at 10:35

I cleared the cache, and the check all devices and browser. Everytime the same problem.

Video Link:

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Jack Richardson

Support staff

January 19, 2026 at 17:20

Hello @tus,

Could you please clarify whether we are testing the same website as the one shown in your video? Additionally, could you let us know which device and browser you are using for the testing?

If you are experiencing any issues, please check the browser console for errors and share the details with us.

Best regards,
Jack Richardson
The 8Theme’s Team

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tus

Participant

January 20, 2026 at 12:31

Yes it is the same website.

Safari, Chrome on MacOS.

How can I see errors?

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Jack Richardson

Support staff

January 20, 2026 at 13:45

Hello @tus,

To enable Safari Developer Tools:
1. Open Safari on your Mac.
2. Click “Safari” in the menu bar, then select “Settings” (or “Preferences”).
3. Go to the “Advanced” tab.
4. Check the box labeled “Show features for web developers” at the bottom.

To open Chrome Developer Tools, you may do one of the following:
1. Right-click on a page and select “Inspect”. This will display the HTML code for the selected element.
2. At the top of the browser window, select “View > Developer > Developer Tools”.

For more information, please visit: https://support.google.com/campaignmanager/answer/2828688?hl=en

Best regards,
Jack Richardson
The 8Theme’s Team

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tus

Participant

January 21, 2026 at 00:39

This shows my Chrome browser

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Jack Richardson

Support staff

January 21, 2026 at 07:12

Hello @tus,

Thank you for the details. After reviewing the errors you shared, we did not find anything that could cause the settings loading issue.

Could you please check whether the issue persists when using another device? You might also try testing it on one of your colleague’s devices. As mentioned previously, we were unable to reproduce the issue on our side, which suggests that the error when loading settings may be related to your device’s browser configuration, such as disabled JavaScript (https://learn.microsoft.com/en-us/microsoft-edge/devtools/javascript/disable) or other browser settings not related to the theme used on your website.

Additionally, could you please clarify how this issue appeared on your website? As we understand, you have been using our theme on this store for a long time without any issues. It’s possible that a recent plugin update or customization may have caused these errors. Please provide more details so we can assist you further.

Best regards,
Jack Richardson
The 8Theme’s Team

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tus

Participant

January 22, 2026 at 10:19

Same problem on every browser and every device.
iPad, MacBook, iPhone, Windows PC…
Also every browser. Chrome, Firefox, Safari

I opened the site and click on customize at the top. After I click on e.g. General/Layout, Breadcrumbs etc. there is the loading process.

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Samir Malik

Support staff

January 22, 2026 at 10:45

Hello,

I am another member of the staff, and I can confirm that the customizer is functioning properly without any issues on my end:

https://www.awesomescreenshot.com/video/48625506?key=23d8068696db8f17d489c4829a92d214

Best regards,
The 8Theme Team

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tus

Participant

January 23, 2026 at 00:44

On my end it doesnt work…

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Samir Malik

Support staff

January 23, 2026 at 07:37

Hello,

Could you please try accessing the website using a VPN and let us know the outcome?

Best regards,
The 8Theme Team

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tus

Participant

January 27, 2026 at 01:27

What you mean?

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Samir Malik

Support staff

January 27, 2026 at 09:52

Hello,

We kindly ask you to install the following VPN application to change your IP address and check whether the resources load correctly with a new IP address:

https://www.expressvpn.com/

Please let us know the results.

Best regards,
8Theme Team

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