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Viewing 30 posts - 811 through 840 (of 6,633 total)
  • Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 2, 2025 at 14:56

    Dear Mesut,

    Thank you for reaching out to us. We kindly recommend updating your theme to the latest version compatible with WordPress 9.5, as it includes numerous performance and speed improvements.

    Before proceeding with the update, please ensure that you create a full backup of your website to prevent any potential data loss.

    If you need any assistance during the update process, feel free to contact us.

    Best regards,
    8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 2, 2025 at 12:31

    Hello, SARKIS KARTASHEV,

    Thank you for your inquiry and for providing the additional information.

    Please note that the method for translating attribute names depends on the translation plugin you are using.

    The most effective solution would be to use the WPML plugin. Here is how you can translate attribute names using WPML:

    1. Install WPML along with the WooCommerce Multilingual addon.
    2. Navigate to WPML → WooCommerce Multilingual → Attributes.
    3. You will see a list of your product attributes.
    4. Click on “Translate” next to each attribute (e.g., Color, Size).
    5. For each term (such as Red, Blue, Large, etc.), click the pencil/edit icon and enter the appropriate translation.

    Alternatively, you can use Loco Translate for translating static attribute labels. Please follow these steps:

    1. This method is suitable if you only need to translate attribute labels (e.g., “Color”, “Size”) used in the theme or plugin.
    2. Go to Loco Translate → Plugins → WooCommerce.
    3. Locate the attribute strings such as “Color” or “Size” and provide the translations.
    4. Save the .po and .mo files after making the changes.

    Should you have any further questions, feel free to contact us.

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 2, 2025 at 12:09

    Hello, menichetti,

    Unfortunately, we were not able to fully reproduce all of the issues you reported, as they heavily depend on the individual configuration of each element. However, we have implemented several fixes, which will be included in the next archive (a download link will be provided in the private content section).

    Please also note that the previously provided access to the admin panel is no longer valid. If the issue persists, we kindly ask you to provide us with FTP access so that we can investigate further.

    Best regards,
    8Theme Team

    Please contact administrator
    for this information.
    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 19:08

    Dear atik,

    Thank you for reaching out to us.

    We would be happy to assist you and review your website in detail. In order to do so, please provide us with access to your WordPress admin panel and FTP credentials. This will allow our team to investigate the page load speed issue and offer the most effective support.

    If you have any preferred method of communication, please let us know, and we will do our best to accommodate it.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 15:41

    Hello, LVRB,

    We have identified that the issue is being caused by the “Fragmentos de código” plugin, specifically due to the custom PHP snippets added to it. Please note that we do not take responsibility for any custom code implemented by users.

    We kindly advise you to thoroughly review any custom code before applying it, as snippets that worked with previous versions of WordPress or WooCommerce may not be compatible with the latest updates.

    For your reference, the details and a list of the snippets involved are included in the attached files.

    Best regards,
    8Theme Team

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    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 13:35

    Hello,

    We kindly ask you to rename the following file:

    https://prnt.sc/Czo5InLt-9gs
    to: xstore-core-nl_NL.po

    Warm Regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 12:15

    Dear SBHGCO,

    Thank you so much for your message.

    As we discussed earlier, the high load on your website is indeed caused by bots that are indexing your site. Please find attached a screenshot for your reference, which we have included in the private content section. Additionally, here is a link where you can monitor this activity.

    At the moment, we have forcibly disabled the indexing of the filter pages on your shop. https://gyazo.com/024c402d7165f81046ec7da7ce31de9d
    We recommend monitoring the website’s performance over the next 48 hours to analyze the impact of this change.

    We are confident that the issue is caused by bots — this is 100% confirmed. There are several possible solutions moving forward:

    1. Block the IP addresses of the bots.
    2. The issue may be related to the SEO plugin currently installed on your site.
    3. Disable indexing of the shop filter pages through all available methods.

    Please let us know how you would like to proceed.

    Best regards,
    8Theme’s Team

    Please contact administrator
    for this information.
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    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 12:09

    Hello,

    Could you please provide the link to the page shown in your screenshot?

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 11:14

    Dear styleverse,

    Thank you for reaching out to us.

    We kindly invite you to review the performance results of our test website, where we have achieved a 98% score for mobile and 100% for desktop performance:
    https://pagespeed.web.dev/analysis/https-woocommerce-1476984-5641372-cloudwaysapps-com/dzka87l4hv?form_factor=mobile

    We would be pleased if you are able to achieve similar results for your own website using the same content currently available on our demo site with the Ecomus theme.

    Please note that while our theme is fully optimized, the optimization of individual content elements—such as images, text, and third-party scripts—falls outside the scope of our support policy, as outlined by Envato.

    We appreciate your understanding and remain at your disposal for any theme-related questions or assistance you may require.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 10:31

    Hello,

    Thank you for reaching out to us.

    We’re sorry to hear about the issue you’re experiencing with your homepage layout. If sections were accidentally deleted while editing the page, there are a few ways you may be able to restore it:

    1. Revisions:
    WordPress automatically saves revisions of your pages. You can try restoring a previous version by going to the page editor and clicking on the “Revisions” link in the top right corner. From there, you can browse through earlier versions and restore the one that had the correct layout.

    Red more – https://elementor.com/help/revision-history-undo-and-redo/

    2. Backup Restore:
    If your hosting provider (SiteGround) has automatic backups enabled, you may be able to restore your site or just the homepage to a previous state. We recommend contacting SiteGround support for assistance with this process.

    We hope this information is helpful.

    Best Regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 10:29

    Hello, Jae,

    1/ Edit Checkout page using Elementor > enter the desired text here – https://prnt.sc/8gruqmkAhiWX

    2/ WooCommerce > Settings > Accounts & Privacy https://prnt.sc/geo02ciRaaQk

    Should you have any additional questions, please do not hesitate to contact us.

    Warm Regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 10:17

    Hello,

    Thank you for reaching out to us and for providing the screenshot.

    We understand your concern regarding the page reload when applying filters on the shop page. We agree that a smoother filtering experience can significantly improve usability. The current behavior depends on the theme and WooCommerce settings, and in some cases, it may require customization or the use of AJAX-based filtering to avoid full page reloads.

    We recommend checking if AJAX filtering is enabled in your theme settings (Theme Options > WooCommerce > Shop > Product Filters). If this option is not available or does not resolve the issue, please let us know.

    Best Regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 10:06

    Hello,

    Thank you for your recent message.

    In your last communication, you provided wp-admin access credentials; however, we are currently unable to log in using the details provided. We kindly ask you to review and resend the correct login credentials.

    The same issue applies to the FTP access details — we are unable to connect using the information shared.

    We would greatly appreciate it if you could take a moment to verify and provide working access credentials. This will allow us to proceed with addressing the important matter at hand.

    Thank you for your cooperation.

    Warm Regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 10:03

    Hello,

    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.

    Warm Regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 08:34

    Dear SBHGCO,

    In the meantime, if you would like to check how many customers are currently visiting your website and monitor for any unusual traffic patterns (such as bot floods or malicious activity), you can do so directly from cPanel or via SSH by following the steps below:

    Monitoring Website Traffic via cPanel:

    1. Metrics → AWStats / Webalizer
    – Look for sudden spikes in traffic or requests per minute/hour.

    2. Metrics → Visitors
    – Review recent visits and check for repeated hits from the same IP address in a short time frame.

    3. Metrics → Raw Access
    – Download raw Apache logs for deeper analysis. You can use tools like grep to identify suspicious patterns.

    4. Metrics → CPU and Concurrent Connection Usage
    – If CPU or entry processes are consistently maxed out, it may indicate bot activity or excessive simultaneous connections.

    Monitoring via SSH (if available):

    – To view live access logs:
    tail -f /usr/local/apache/domlogs/yourdomain.com

    – To identify top IPs making requests:
    tail -n1000 /usr/local/apache/domlogs/yourdomain.com | awk ‘{ print $1 }’ | sort | uniq -c | sort -nr | head -20

    Additional Tips:

    – Watch for suspicious user-agents or repeated access to sensitive URLs (e.g., /wp-login.php, /xmlrpc.php).
    – Enable ModSecurity or a Web Application Firewall (WAF) if available.
    – Consider using real-time monitoring tools like Munin or Netdata, or services like Cloudflare or Sucuri for enhanced protection.

    Next Steps:

    – Identify and block suspicious IPs via cPanel → IP Blocker or .htaccess.
    – Harden your site by limiting login attempts, disabling XML-RPC if not needed, and enabling CAPTCHA on forms.

    We appreciate your cooperation and look forward to resolving this matter as quickly as possible.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    July 1, 2025 at 07:35

    Dear SBHGCO,

    Thank you for sharing the WordPress credentials.

    1) We already have access to the WordPress admin panel. However, in order to further investigate the issue and trace PHP queries, we kindly request access to the cPanel as well.

    2) Additionally, please try temporarily deactivating the Elementor and Elementor Pro plugins to check whether the high load average persists. This will help us determine if these plugins are contributing to the performance issue.

    We appreciate your cooperation and look forward to resolving this matter as quickly as possible.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 19:24

    Dear SBHGCO,

    https://www.8theme.com/topic/database-error-is-showing-in-my-account-pl-help/

    We kindly ask if you have also considered the possibility of a DDoS attack, potentially from automated bots, including those powered by GPT-based technologies. Such activity can sometimes lead to unexpected server load and database errors.

    In the meantime, please continue to keep all non-XStore-related plugins disabled, especially cache and optimization plugins, as previously suggested. Monitoring your website over the next 24 hours will help us better understand the situation.

    We appreciate your cooperation and will do our best to assist you further.

    Best regards,
    8Theme’s Team

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    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 19:18

    Dear SBHGCO,

    Also, please try disabling all plugins that are not related to the XStore theme, including cache plugins and any others that may interfere. After doing so, kindly monitor the website over the next 24 hours to observe if the issue persists.

    We have also noticed some improvement — the CPU load has decreased from 80+ to 60+, which is a positive sign.

    This information will help us narrow down the cause and assist you more effectively.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 19:15

    Dear SBHGCO,

    In order to assist you further, we kindly ask for access so that we can run a trace and identify what exactly is loading on your website. Additionally, could you please let us know what specific actions you are performing on the site at the moment?

    This information will help us investigate the issue more efficiently and provide a suitable solution.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 16:00

    Dear SBHGCO,

    We have improved the AJAX requests, which in your case were being triggered at incorrect times. These adjustments ensure that the requests are now sent only when necessary, resulting in better performance and more accurate functionality.

    Best regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 15:32

    Dear SBHGCO,

    We would like to inform you that we have made some changes to your website. The fix will be included in the next update. Kindly review your entire website to ensure everything is functioning correctly.

    Regarding the server load issue, we recommend monitoring your server performance over the next 24 hours. Please let us know if the issue persists or if you notice any unusual activity.

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 14:24

    Hello, Leon,

    Please kindly ensure that both the theme and the plugin have been updated to their latest versions. Additionally, confirm whether the cache and CDN have been cleared following the update.

    If the issue persists after these steps, we would appreciate it if you could provide us with access to the live site so we can investigate further.

    Best regards,
    8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 14:19

    Hello, Jae,

    1) You can find this information in the debug_log file.

    2) The specified code has already been added. As you can see on the single product page, the data related to our topic or Elementor has been translated. However, the strings related to other plugins remain untranslated:
    https://nabisen.com/ch/product/45-black/

    3 & 4) We kindly recommend that you contact the developers of the respective translation plugins regarding this issue, as we are not authorized to make changes to third-party code.

    Best regards,
    8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 13:27

    Dear SBHGCO,

    Hello, and thank you for reaching out to us.

    We’re pleased to inform you that we have made significant improvements and optimizations in the latest XStore Theme update (version 9.5). These enhancements address many of the issues previously reported, including the one you mentioned.

    Before proceeding with the update, we strongly recommend creating a full backup of your website to ensure the safety of your data.

    Additionally, we encourage you to review the following topic, where another customer experienced a similar issue. The solution provided there may be helpful to you as well:
    https://www.8theme.com/topic/database-error-is-showing-in-my-account-pl-help/

    If you require further assistance, please feel free to share your cPanel and WordPress admin panel access with us via the secure private content area. Our support team will be happy to assist you directly.

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 13:14

    Hello, Jae,

    Thank you for disabling caching as requested.

    We would like to inform you about an issue related to translation file loading. The Loco Translate plugin is currently attempting to load translation files from the root directories of themes and plugins, even though the translation directory is set to “System” in its settings. As a result, all translation changes are being saved in the system directory, but not being properly applied.

    This leads to a conflict where, for example, you configure a translation in the file:

    wp-content/languages/themes/xstore-zh_TW.po

    However, the system is actually loading the file:

    wp-content/themes/xstore/languages/ch_TW.mo

    The same issue applies to plugin translations as well.

    To address this, we have temporarily added the following code to the functions.php file of your child theme to ensure the correct translation files are loaded for our theme and WooCommerce:

    add_action( 'after_setup_theme', function() {
    
        if ( get_locale() !== 'ch_TW' ) return;
    
        unload_textdomain( 'xstore' ); 
        load_textdomain( 'xstore', WP_LANG_DIR . '/themes/xstore-zh_TW.po' );
    
        unload_textdomain( 'xstore-child' ); 
        load_textdomain( 'xstore-child', WP_LANG_DIR . '/themes/xstore-child-zh_TW.po' );
    
        unload_textdomain( 'xstore-core' );
        load_textdomain( 'xstore-core', WP_LANG_DIR . '/plugins/xstore-core-zh_TW.po' );
    
        unload_textdomain( 'woocommerce' );
        load_textdomain( 'woocommerce', WP_LANG_DIR . '/plugins/woocommerce-zh_TW.po' );
    });

    Please note that this solution only partially resolves the issue, as there are other plugins installed on your site whose translations are still not functioning correctly.

    We recommend reaching out to the developers of the Loco Translate and Polylang Pro plugins to report this issue and seek further assistance.

    Additionally, we have included the following (currently commented out) code in your child theme’s functions.php file. This code can help track which translation files are being loaded. You can monitor this information in your site’s error_log file, as well as in the private content section of this message:

    add_filter( 'load_textdomain_mofile', function( $mofile, $domain ) {
        error_log( "Loading MO file: $mofile for textdomain: $domain" );
        return $mofile;
    }, 10, 2 );

    Should you have any further questions or require additional assistance, please do not hesitate to contact us.

    Best regards,
    8Theme Team

    Please contact administrator
    for this information.
    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 13:13

    Hello, Abhinandan

    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

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 08:44

    Hello, harshana,

    Unfortunately, the FTP credentials you provided lead to an empty directory. Additionally, we are unable to log in to your admin panel. Please refer to the attached files for more details.

    Best regards,
    8Theme Team

    Files is visible for topic creator and
    support staff only.
    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 08:32

    Hello, SARKIS KARTASHEV,

    Unfortunately, this option is not available, as we have a strict separation between different extensions. For such requests, we kindly recommend that you contact our Customization Department using the following link:
    https://www.8theme.com/contact-us/

    Best regards,
    The 8Theme Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 30, 2025 at 08:13

    Hello, jmtom,

    Thank you for reaching out to us.

    For optimal performance and full functionality of the XStore theme, we recommend the following PHP modules be enabled on your server:

    – mbstring
    – cURL
    – DOM
    – GD Library
    – JSON
    – libXML
    – OpenSSL
    – PDO
    – Tokenizer
    – XML
    – Zip
    – Zlib

    Ensuring these modules are active will help prevent compatibility issues and ensure a smooth installation and operation of the XStore theme.

    If you have any further questions or need assistance, please don’t hesitate to contact us.

    Best Regards,
    8Theme’s Team

    Avatar: Andrew Mitchell
    Andrew Mitchell
    Support staff
    June 29, 2025 at 18:50

    Dear Styleverse Team,

    First of all, thank you very much for the detailed feedback and for taking the time to share your performance audit and technical findings. We truly appreciate your thorough approach and understand your concerns regarding the current PageSpeed Insights results.

    We would like to assure you that our theme is fully capable of achieving excellent performance scores when properly configured. To demonstrate this, please see the following real-world example of our demo site, which achieves a mobile PageSpeed score of 98+:

    https://pagespeed.web.dev/analysis/https-woocommerce-1476984-5641372-cloudwaysapps-com/dzka87l4hv?form_factor=mobile

    As you can see, the theme itself is not inherently flawed. However, website performance depends on a wide range of factors beyond the theme codebase alone. These include:

    1. Server Location
    Hosting your site on a server geographically close to Google’s data centers can significantly reduce latency and improve load times.

    2. Caching Plugins
    We strongly recommend using WP Rocket, which is officially compatible with our theme. It provides advanced caching, minification, and lazy loading features that can dramatically improve performance.

    3. CDN Integration
    A Content Delivery Network (CDN) helps serve static assets faster and optimizes image delivery, especially when using modern formats like WebP.

    4. Content Optimization
    The type and size of content (images, videos, third-party scripts) used on your site can greatly affect performance. Optimizing these elements is essential.

    5. Additional Technical Optimizations
    These include font loading strategies, image compression, among others.

    However, many of these optimizations fall outside the scope of Envato’s standard support policy, which focuses on theme functionality rather than custom performance engineering.

    Regarding your comparison with other themes: it is true that some themes may offer slightly better performance metrics by default +10-20%. However, they often lack the advanced eCommerce features, design flexibility, and built-in functionality that our theme provides -50%. Choosing such a theme may require you to install multiple third-party plugins, which can ultimately degrade performance and increase maintenance complexity.

    In conclusion, we believe that with the right configuration and optimization strategy, our theme can meet and even exceed your performance expectations.

    Thank you again for your detailed report and for choosing 8Theme. We value your business and are committed to your success.

    Best regards,
    8Theme Team

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Viewing 30 posts - 811 through 840 (of 6,633 total)
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