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URGENT: lightbox functionality seems disabled, our campaign goes live in 5 hours

This topic has 6 replies, 2 voices, and was last updated 4 months, 1 weeks ago ago by Bas Kling

Bas Kling

Participant

August 5, 2025 at 13:40

Hi,

only hours away from launching our new campaign, we found that the gallery doesn’t display pictures in lightbox anymore. Images are now free to download.
We don’t know what is preventing correct functioning of the lightbox. We kindly ask for your assistance to troubleshoot the issue (unfortunately, we don’t have the time frame to go through the standard steps of disabling code, css, plugins, etc, as this is our live website, and we’re hours away from launch. We know you have the expertise to identify scripts or code that might prevent correct functioning)

P.S. Also motion effects set from default to none, seems to have no effect, and images are still animating in…

————–EDIT————–
I’ve been disabling plugins in small clusters, trying to pinpoint the underlying issue: the problem seems to resolve when disabling a cluster of plugins, consisting of: GTM4WP, Joinchat, Loco Translate, Malcare WordPress Security Plugin, Minify HTML, although we tested with disabling just the last one, and the problem seemed to persist…

Please, contact administrator
for this information.

#451903 Copied

5 Answers
Jack Richardson

Support staff

August 5, 2025 at 14:14
Hello @Bas Kling,

We hope this message finds you well.

Following our recent checks, we are pleased to inform you that the issue has been resolved after you disabled certain plugins. This indicates that the problem was likely caused by a configuration within one of those plugins, and is not related to our theme. The issue can also be reproduced using the default Gallery widget from Elementor, further confirming this.

As a workaround to prevent the lightbox from opening, you may set the “Lightbox” option to “No” within the current widget settings. Additionally, you can apply the following custom CSS globally:

.etheme-gallery-item a[data-elementor-open-lightbox=no] { pointer-events: none; }

Should you need any further assistance, please do not hesitate to contact us.

Best regards,
The 8Theme Team
#451909 Copied
Bas Kling

Participant

August 5, 2025 at 14:20

Unfortunately, we need the lightbox functionality to actually work,. so that images are not that easily downloaded by our audience.

We’ve managed to pinpoint the issue to the GTM4WP plugin, which strikes us as odd: this plugin is widely used throughout the wordpress community as the main tool for tracking conversion. Could there be a conflict at a different level? Has any other Xstore user encountered this?

#451912 Copied

Jack Richardson

Support staff

August 5, 2025 at 14:37

Hello @Bas Kling,

Thank you for reaching out.

After reviewing the matter, we have not encountered any similar compatibility issues with the mentioned plugin. You are welcome to use the search function on our forums to verify this. Additionally, as previously noted, the issue can also be reproduced using Elementor’s default Gallery widget, which further indicates that the problem is not theme-related.

We kindly ask for your understanding, as we are currently handling a high volume of support requests. As such, we may not be able to investigate your specific case immediately. In the meantime, you may choose to either continue using the lightbox with the GTM4WP plugin active (despite the bug), or temporarily disable either the plugin or the lightbox.

Since the issue does not appear to be related to our theme, we recommend reaching out to the plugin’s support team for further assistance. Please also test the default Gallery widget to confirm from your side whether the issue persists independently of our theme.

Please note that our support is limited to issues directly related to our own products.

Thank you for your understanding.

Best regards,
Jack Richardson
The 8Theme Team

#451915 Copied

Bas Kling

Participant

August 5, 2025 at 14:45

Hi Jack,

Thanks for the quick response, and also the speedy resolution.
We’ve had to make some choices to prepare for the launch. Although the fix isn’t on par with what we’d hoped it would be, we’re able to move forward nonetheless.

Your sensitivity to the urgency of our situation regarding the deadline is admirable and highly appreciated.

#451917 Copied

Bas Kling

Participant

August 5, 2025 at 14:45

Thanks for the support! My topic “URGENT: lightbox functionality seems disabled, our campaign goes live in 5 hours” has been successfully resolved.

#451918 Copied
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URGENT: lightbox functionality seems disabled, our campaign goes live in 5 hours

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