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Urgent: Website Access Issue – Possible Compatibility Problem

This topic has 7 replies, 3 voices, and was last updated 1 days, 3 hours ago ago by Jack Richardson

Crispy123

Participant

May 30, 2025 at 18:27

Dear 8Theme Support,

we are currently experiencing a critical issue with our website https://crispycards.de, which might be related to the theme.

The site is not accessible to non-logged-in users. As soon as a user logs in (e.g., admin), everything works perfectly. However, visitors who are not logged in either see an error or cannot load the page at all.

Here is what we’ve tried so far:

Deactivated and reactivated all plugins
Switched to a default WordPress theme
Contacted Elementor support (we are using Elementor Pro)
Contacted our hosting provider (All-Inkl) – no server-side issues found
Disabled all caching plugins
SSL certificate is active and correctly configured
Tested access via VPN from several countries (e.g., Israel, China, Hong Kong, Thailand) – all successful
Everything now points to a potential compatibility issue between the theme and Elementor, or a behavior related to the theme that is affecting public access.

Our shop has now been offline for several hours, resulting in a significant loss in sales, which is very painful for our business. We urgently need your support to identify and resolve the issue as soon as possible.

Thank you in advance for your help. We’re looking forward to your quick response!

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6 Answers

Andrew Mitchell

Support staff

May 30, 2025 at 19:32

Hi Crispy123,

Thank you for reaching out to us.

We have reviewed the situation you described and are fairly confident that the issue is related to caching. This is likely the reason why your website appears correctly when you are logged in as an administrator—administrators typically bypass cached content, which is why everything seems to work properly in that mode.

We kindly recommend checking and clearing all caches associated with your website. This includes any CDN (Content Delivery Network) caches, as well as caches from plugins such as Jetpack and WP Rocket, CloudFlare.

Please let us know if the issue persists after clearing the caches, and we’ll be happy to assist you further.

Best regards,
8Theme’s Team

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Crispy123

Participant

May 30, 2025 at 19:54

Hi 8Theme Team,

Thank you for your reply.

We have deactivated all caching plugins such as WP Rocket, Jetpack, and others, and have fully cleared all caches. Unfortunately, the issue still persists — the site is still not displaying correctly for users who are not logged in.

We kindly ask you to take another look and help us resolve this issue as soon as possible.

Thank you in advance!

Best regards,
Daniel from the CrispyCards Team

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Andrew Mitchell

Support staff

May 30, 2025 at 20:48

Dear Daniel,

Thank you for your message.

We have checked the issue on our side and noticed that, at this stage, your server is rejecting requests with a 429 error. This type of error typically indicates that the server is receiving too many requests in a short period of time. It can be caused either by a CDN (Content Delivery Network) or by the server itself (Apache/NGINX).

If you are certain that you are not using any CDN, we recommend contacting your hosting provider directly to investigate this further. We have also attached a screenshot for your reference.

Please let us know if there is anything else we can assist you with.

Best regards,
8Theme’s Team

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Crispy123

Participant

June 3, 2025 at 21:20

Dear 8Theme team,

We have since changed our hosting provider and moved to a powerful server with high capacity in order to rule out server-side issues.

The IT department at IONOS (1&1) has determined as part of their analysis that the issue is very likely a compatibility problem with the XStore theme. In particular, the theme appears to cause unusually high server load in certain configurations.

Furthermore, we have observed a PHP issue that likely originates from the theme and also contributes to the high server load.

We therefore kindly ask for your support in resolving this problem as quickly as possible, as we cannot continue to operate our website under the current circumstances. The ongoing slow performance is severely impacting the ordering process and causing us significant resource costs.

Thank you very much for your prompt response.

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Andrew Mitchell

Support staff

June 4, 2025 at 08:09

Hello, Crispy123

To ensure you get the best support, we’re escalating your request to another specialist from our team, who will take a closer look at the issue.

They will update you as soon as possible, and we’ll make sure to keep you posted. If you have any additional details that might help, feel free to reply here.

Thank you for your cooperation!

Best Regards,
The 8Theme Team

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Jack Richardson

Support staff

June 4, 2025 at 10:09

Hi @Crispy123,

Thank you for reaching out and bringing this to our attention.

We are currently working intensively on a new update that includes significant optimizations for CPU and RAM usage on the server side, along with many other improvements aimed at enhancing overall performance.

In the meantime, we are sending you a test archive via private message. We kindly ask you to try it out and monitor how it affects your CPU performance over time. Your feedback will be very valuable in helping us fine-tune the update before its official release.

Thank you for your patience and cooperation.

Best regards,
Jack Richardson
8Theme’s Team

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