Hello @Nesa,

We hope this message finds you well.

If you have recently updated Elementor and encountered a failure during the process, we recommend either rolling back to the previous version and updating it manually or reviewing your server logs to determine the cause of the failure. The issue may be related to server configuration or settings that require updating to the latest necessary values.

Best regards,
Jack Richardson
The 8Theme’s Team

Dear @Nesa,

As you can see, there are no folders, only some files (https://gyazo.com/dd5439febc44b52288a4516a504a65a6). We kindly ask you to check the connection on your side and provide us with the steps to correctly connect to the FTP access.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @whym,

Elementor is a free plugin available for use. It is not provided by our theme but is required for installation with some our demos created using this page builder. For any issues related to its functionality, you may submit a topic on the official plugin support page: https://wordpress.org/support/plugin/elementor/.

On our end, we have tested some pages, and their editors are functioning correctly. Could you please clarify what specific issues you would like us to examine? Kindly attach screenshots of analytics or videos for reference. You can upload your video to services such as https://fex.net/ and provide us with a URL for download in private content.

Best Regards,
Jack Richardson
The 8Theme’s Team

Hello @Eduan,

Could you please provide temporary wp-admin access? We need to check your settings to ensure that all boosters are correctly configured.

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.

Kind regards,
Jack Richardson
The 8theme’s team

Hello @Eduan,

We kindly request that you use services such as https://fex.net/ to upload large videos or screenshots and provide us with a link for download.

Best Regards,
Jack Richardson
The 8Theme’s Team

Hello @Eduan,

Please, check private content.

Best Regards,
Jack Richardson
The 8Theme’s Team

Hello @Anastasia,

We have not encountered any issues with the Checkout or Cart editor. To edit the Checkout page, please open the checkout page and then click on edit: https://gyazo.com/95d3ede53592e13e33f3e43e243c68c9. You can follow the same procedure to edit the Cart page: https://gyazo.com/afddba029efd6224ac239a8e827c4bb5. If you could suggest how we might recreate the issue, please provide us with the steps or a video demonstrating the problem.

The issue on your screenshot is showing us some temporary error that was related to some specific product that we could not recreate on our side.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @Web,

We hope this message finds you well.

We would like to inform you that there have been no patches released for the issue you mentioned, as it does not appear to be a problem with our theme. We have not been able to replicate the issue on our end or on other customers’ websites. Therefore, we kindly request that you consult with your hosting provider to review the server logs or any modifications made on the server side.

Thank you for your understanding.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @Web,

As we don’t save the customers web-sites access for security reasons, could you please provide temporary wp-admin access? We need to check your settings.

You can either create new acccount or modify the password for our created customer.

Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

Kind regards, Jack Richardson
The 8theme’s team

Hello @kris,

Thank you for your suggestions. We have added your suggestion to our to-do list. However, we recommend that you review our documentation, which includes detailed screenshots in most of our articles, at the following link: https://www.8theme.com/documentation/xstore/.

If your primary request has been resolved, please mark this topic as closed.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @Deepak,

How did you resolve the issue with the Sticky cart? Did you make any modifications to your single product template? To display the FBT booster you need to attach such widget in your single product content as well.

If you require our assistance, please provide us with temporary wp-admin access in a private area.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @kris,

In our latest update, version 9.7.9, we included multiple security fixes, which you can find in our changelog at https://xstore.8theme.com/update-history/. Please update to the latest version, currently 9.7.10, to ensure all fixes are applied to your website. Additionally, please note that refreshing the security patches in your panel may take some time due to caching. Therefore, after the update, you may need to wait 1-2 days for the security log to auto-clear on your warning panel.

Our documentation for secure theme update: https://www.8theme.com/documentation/xstore/theme-installation/theme-update/

Best regards,
8Theme’s Team

Hello @Denise,

Could you please provide us with the server logs, as we did not encounter any issues on our testing websites with the latest archive? Additionally, you may update your staging website and then check the error log, or you could grant us temporary wp-admin access to the staging website.

Best regards,
Jack Richardson
The 8Theme’s Team

Dear @europress,

We hope this message finds you well.

We have tested the latest version of WordPress with our theme and did not encounter any issues. However, we recommend that you update your staging website first (if you have one) or create a backup of your website to ensure you have a stable version before proceeding with the update.

Best regards,
Jack Richardson
The 8Theme’s Team

Hello @Bas Kling,

Thank you for reaching out to us with your query.

WordPress has a function called wp_is_mobile() to determine if the visitor is using a mobile device (https://developer.wordpress.org/reference/functions/wp_is_mobile/) that we use to set the ‘Collapse on mobile’ condition. If your custom user agent isn’t triggering this, you might need to adjust it to include typical mobile identifiers.

The Core Issue:
WordPress features a built-in server-side function called wp_is_mobile(), which handles device detection. It relies strictly on analyzing the browser’s “User-Agent” text string.
Modern tablets (specifically Apple iPads running iPadOS and new Android tablets) intentionally disguise their User-Agent signatures to look exactly like desktop computers. For instance, an iPad identifies itself as a desktop Mac (Safari/Macintosh). Because of this, the native WordPress code mistakenly identifies tablets as standard desktop PCs, delivering the desktop layout instead of the mobile/tablet-optimized version.

The Possible Solution:
To resolve this issue without rewriting your entire site’s theme files, we can intercept the default behavior using the native WordPress filter hook (wp_is_mobile).

We suggest you implement a highly optimized solution for test that bridges JavaScript (on the user’s browser) and a PHP Filter (on the server-side):
1. A lightweight JavaScript snippet instantly checks if the device has a Touch Screen. Since all tablets feature touch capabilities while traditional desktops do not, this is the most reliable detection method. The script then securely saves this state into a cookie (is_touch_device=1).
2. A PHP filter hook intercepts the default wp_is_mobile() function, reads the touch device cookie, and dynamically instructs WordPress to serve the mobile/tablet version.
Here is the copy-pasteable code added to your theme’s functions.php file:
php
1. JS Snippet to detect touch capability (Tablets & Smartphones)

function etheme_fix_tablet_detection_script() {
    ?>
    <script type="text/javascript">
        (function() {
            var isTouch = ('ontouchstart' in window) || (navigator.maxTouchPoints > 0) || (navigator.msMaxTouchPoints > 0);
            
            if (isTouch && document.cookie.indexOf('is_touch_device=1') === -1) {
                document.cookie = "is_touch_device=1; path=/; max-age=86400; SameSite=Lax";
                window.location.reload(); 
            } else if (!isTouch && document.cookie.indexOf('is_touch_device=1') !== -1) {
                document.cookie = "is_touch_device=0; path=/; max-age=86400; SameSite=Lax";
                window.location.reload();
            }
        })();
    </script>
    <?php
}
add_action('wp_head', 'etheme_fix_tablet_detection_script', 1);

2. Filter Hook to fix the native wp_is_mobile() function

function etheme_filter_wp_is_mobile_for_tablets( $is_mobile ) {
    if ( $is_mobile ) {
        return true;
    }

    if ( isset($_COOKIE['is_touch_device']) && $_COOKIE['is_touch_device'] == '1' ) {
        return true;
    }

    return $is_mobile;
}
add_filter( 'wp_is_mobile', 'etheme_filter_wp_is_mobile_for_tablets' );

Best Regards,
Jack Richardson
The 8Theme’s Team