Hello, as you can see on the product page on our site, the Description tab is too long and the description itself is not fully visible.
Could you please tell me what has to be changed in CSS in order to make that tab NOT go down all the way 170000 pixels and to also make the description visible.
This is happening because you are using latest WooCommerce version but you are using an old version of our theme 2.1, the latest version for the moment is 2.1.3 (please read release notes), please update your theme first and then the premium plugins too.
After you update the theme, there is a chance that we also updated some of the plugins that we offer. To update those plugins to the latest version that we support, just go to Appearance > Install Plugins.
No, in fact, I downloaded your newest theme 2.1.3 – the thing is that I have a child theme running on top, maybe that's why for you it shows up like I'm running 2.1 when in fact it's 2.1.3 – please, tell me what I should do to make it work fine.
Can you please share your Wordpress credentials here, because I need to login to your site and test this issue. Your information is safe here (private) in this thread.
To include your credentials click Insert Credentials button in editor toolbar. (See how)
Can you please tell me how you updated the theme last time? I think that you have updted your theme manually and not all the files where updated to the latest version.
Please activate your theme and update your theme on the regular way (as on this article Updating Kalium theme) then your problem should be solved.
Well, I did the update automatically from the scratch. Reverted to the old theme, registered the product, made the update again automatically this time using YOUR OWN update procedure. Now the theme is up-to-date, 2.1.3. The product pages still don't show up correctly: https://8os.io/product/8os-lab-workshop/
Also, I gave you access to my site, but you started deactivating plugins, please, do not do that as it is a running website, with visitors, and I can't afford any downtime for any plugins that are hosted in there.
I paid for this theme and for your support, but so far you've already spent two days and nothing was resolved. Is it so hard to just give me a CSS code that would fix that problem? I mean, come on, shouldn't be that hard. No, instead you prefer to spend hours telling me I should reinstall the theme. This is ridiculous. I'm going to leave a review for you on ThemeForest.
Sorry but it seems that you misunderstand me. I will try to write everything again and hopefully this time I will be more specific and will understand what i wrote. Thanks!
The issue that is happening to you can not be fixed with CSS and I have seen this problem to 2 other users i think in the past and the problem was because they where using old theme version and latest WooCommerce, or the vice versa so the issue was fixed very easily by just updating everything, the theme and the WooCommerce to the latest version that our theme supported.
From your rating comment i saw that you are frustrated, but it can happen that some users update their theme manually and sometimes not all files are uploaded on their places so that make the theme to take some old and some new files and everything breaks up.
I wanted to re-update the theme for you yesterday but your theme was not activated and it was impossible for me to update your theme and i didn't had your FTP credentials. That's why i wrote that message on my last reply.
I will check your problem now but please send me your correct Wordpress and FTP credentials and give me some minutes until i check and fix this problem for you.
P.S: I think that you don't need to hurry up with the rating, you only needed to reply to my ticket and I would try to resolve your problem as we always help other clients too.
Maybe you can see that we have almost 17.000 clients and the overall rating (before your rating) was 4.92 out of 5. You can't see that rating to any Top theme anymore. Maybe that is factor for you too to see how happy are our clients and how hard we try to satisfy our clients with the theme quality and support.
I will wait for your reply to check this problem as soon as i can for you
I read your message very carefully and your new message says exactly the same thing.
But I think that in fact you misunderstood me.
I did a complete reinstall to the latest version of your theme (2.1.3 - see attachment) using your own automated update procedure (which was performed successfully and it said, indeed, that everything is OK).
I also installed the latest version of WooCommerce _compatible_ with your theme – 3.1.2 (see attachment) – and that also went ok.
Finally, my version of Wordpress - 4.8.2 also appears to be compatible according to your own specs (see attachment).
So, according to the information you specify on your page's theme, as well as according to your last message, everything has been done correctly and is functioning properly. However, it does not work, because I still see that div going aaaaallll the way down where it should not be on the products' pages: https://8os.io/product/8os-lab-workshop/
From this I can only deduce that your theme is not compatible with WooCommerce, even though you claim it is and that a new update should be made to fix that issue.
Also, I would happily give you access to my site again, but last time I did that some of my plugins were deactivated and I don't want this to happen again because it's a production site, I have visitors and I don't want them to see a broken website...
I am sure you have a lot of satisfied customers, as you claim, and I would be happy to be one of them. And I am sure it will happen when you tell me which part of the code should be changed or when you release the update, which will correspond to the claims you make on ThemeForest regarding compatibility.
I do not want to erase plugins / themes and reinstall them again – just like I've done during the last two days following your advice, unsuccessfully – so I'll better wait until there's some more efficient solution.
Thanks for your time and for providing a brief reply. Sorry that i left your plugins disabled, that probably happened when i tested if any plugin was causing the issue and then when i replied to your ticket i forgot to enable them again.
We don't have this problem on our theme, i just asked other team members for any issue like this but it was not reported by any user and our theme fully supports WooCommerce 3.1.2. You can see that on our demos that have the shop installed - Example.
I then checked again your theme so i detected something strange on your theme, there is one admin.css file that is breaking the layout of your show, that file doesn't show on our theme as you can see on this video that i recorded for you - Video: http://drops.laborator.co/9W7WpS+(please wait until the video is uploaded).
I still need your Wordpress and FTP credentials because this problem is happening only on your installation and i'm afraid that theme updates will not fix this because problem is somewhere else and we need to test your site and see where the issue is coming from and probably fix the issue for you.
I'm glad we're having a more constructive discussion.
Thanks for finding that file – I looked up its origin and deduced that if it appears inside WooCommerce installation but not in your version of it, this file might have something to do with the plugins I added for WooCommerce.
I'm using WooCommerce Multilingual plugin to translate WooCommerce products to other languages and once I deactivated that plugin, the page looks fine. So there must be some kind of incompatibility when your theme and WooCommerce are used with WooCommerce Multilingual latest version. Maybe it makes sense for you to emulate this problem on your system by installing WPML plugin because it's the most popular multi-language plugin for Wordpress and if your theme doesn't work when it's activated for WooCommerce, it's a shame because there's not really an alternative. When you know what the problem is, let me know, maybe there's a certain setting inside WPML that can be done to avoid this issue. I'd happily give you access to my site so you could test it there if it was not the production version... For example, when you deactivated one plugin all the settings were gone and I had to re-set them (which takes time). That's why I prefer that this debugging work is done elsewhere. I'm sure you can re-create this same problem if you install WPML with WooCommerce on top of your Kalium installation and then activate WooCommerce Multilingual plugin to see what's wrong. In case you cannot do that let me know and I can set up a carbon copy clone of my site for you to test this issue, but it will take considerable time, so I can't do it right now.
Our theme fully supports latest WPML plugin, you can see that information on this URL too: https://wpml.org/theme/kalium. So WPML tested our theme for any problem too.
The problem is happening because as you say you have installed another plugin WooCommerce Multilingual – run WooCommerce with WPML (By OnTheGoSystems) Is that the exact plugin please?. So when this plugin is installed the plugin is creating a problem on the theme.
But i suggest you to write a ticket on their support page and the plugin author will see if the problem is on their side or will send you to the right direction if there is an option to deactivate this.
Until then i suggest you to remove the rating on our theme because you can see too that this is not a theme problem. But in the end if it is a problem on our theme for sure that we will fix it because this contributes for other users that can be in the same situation too
Did you manage to write to plugin support please? Also can you please do a staging site for us to test this problem for you?
P.S: Today WooCommerce updated it's plugin to version 3.2, please don't update this plugin until we release a theme update that will support the latest version of WooCommerce as always
Hello, I wrote to them and I also discovered another problem:
The problem is on the main page of https://8os.io where WPML is installed the posts don't display in the correct language when I look at the main page:
https://8os.io displays posts in English at the bottom of the page in "Documentation" section
While on https://8os.io/ru/ (Russian version) the posts should be displayed in Russian (in the same section at the bottom of the page) but they are displayed in English.
When I log in, however, the posts are displayed correctly in the Russian version.
Perhaps I should mention that I insert the posts using the Post Masonry Grid function. It worked fine before.
When I click on the posts view, everything is fine (both logged in and logged out), so it must be an issue with Post Masonry Grid.
Looks like it's another incompatibility between Kalium and WPML.
The same happens when I use Post Masonry Grid or Events on any page separately. This problem started to appear after I updated your theme as per your advice to 2.1.3
Thank you very much for your reply. So did the plugin author replied to your question please? If yes can you please write us their reply or send us the ticket URL so we can see the message of the plugin author. Thanks!
Also please write us your Wordpress and FTP credentials and we will check your issue without creating any problem.
I will assign this ticket to our main developer Arlind and he will check your problem and probably fix it for you.
Today we will release a new theme update and we would be very glad if you cooperate with us so if your problem can be fixed through a theme update we will include that fix on the update too.
Ok, I included the login details. Please, ensure that no plugins are deactivated like last time as it is a live site.
I hope that problem with the posts not displaying in the correct language will be resolved. If you look at https://8os.io/ru/events/ or https://8os.io/ru/docs/ the posts only display in correct language when you are logged in. When you're not logged in, they display in English even if Russian had been chosen.
This is the priority issue, we do not need to resolve WooCommerce WPML problem at this point before this more important one is resolved.
Thank you and I will be happy to modify the rating once these problems are solved.
I just updated your Visual Composer and it seems that your problem is now fixed. I made a recording for you to see the results and what I did. Video: http://drops.laborator.co/RvmgX.
Please test this again and tell us what are the results for you.
If you don't see the change immediately, please hard-refresh your browser (CTRL/CMD+R) because it takes longer to load the changes, as they are saved in browser cache. Another option is to open new private/incognito window and try if it works.
Thank you very much, i'm glad that the issue is now fixed. Please remember that we are here to help our nice clients every time that they need our help
Hello, as you can see on the product page on our site, the Description tab is too long and the description itself is not fully visible.
Could you please tell me what has to be changed in CSS in order to make that tab NOT go down all the way 170000 pixels and to also make the description visible.
Thanks!
Hi noduslabs,
This is happening because you are using latest WooCommerce version but you are using an old version of our theme 2.1, the latest version for the moment is 2.1.3 (please read release notes), please update your theme first and then the premium plugins too.
After you update the theme, there is a chance that we also updated some of the plugins that we offer. To update those plugins to the latest version that we support, just go to Appearance > Install Plugins.
No, in fact, I downloaded your newest theme 2.1.3 – the thing is that I have a child theme running on top, maybe that's why for you it shows up like I'm running 2.1 when in fact it's 2.1.3 – please, tell me what I should do to make it work fine.
Hi noduslabs,
Can you please share your Wordpress credentials here, because I need to login to your site and test this issue. Your information is safe here (private) in this thread.
To include your credentials click Insert Credentials button in editor toolbar. (See how)
I even activated the 2.1.3 directly now, no child theme, still the same mistake:
http://8os.io/product/8os-lab-workshop/
Hi noduslabs,
Can you please tell me how you updated the theme last time? I think that you have updted your theme manually and not all the files where updated to the latest version.
Please activate your theme and update your theme on the regular way (as on this article Updating Kalium theme) then your problem should be solved.
Thanks!
Well, I did the update automatically from the scratch. Reverted to the old theme, registered the product, made the update again automatically this time using YOUR OWN update procedure. Now the theme is up-to-date, 2.1.3. The product pages still don't show up correctly: https://8os.io/product/8os-lab-workshop/
Also, I gave you access to my site, but you started deactivating plugins, please, do not do that as it is a running website, with visitors, and I can't afford any downtime for any plugins that are hosted in there.
I paid for this theme and for your support, but so far you've already spent two days and nothing was resolved. Is it so hard to just give me a CSS code that would fix that problem? I mean, come on, shouldn't be that hard. No, instead you prefer to spend hours telling me I should reinstall the theme. This is ridiculous. I'm going to leave a review for you on ThemeForest.
Here we go: https://themeforest.net/ratings/2722631
Hi noduslabs,
Sorry but it seems that you misunderstand me. I will try to write everything again and hopefully this time I will be more specific and will understand what i wrote. Thanks!
The issue that is happening to you can not be fixed with CSS and I have seen this problem to 2 other users i think in the past and the problem was because they where using old theme version and latest WooCommerce, or the vice versa so the issue was fixed very easily by just updating everything, the theme and the WooCommerce to the latest version that our theme supported.
From your rating comment i saw that you are frustrated, but it can happen that some users update their theme manually and sometimes not all files are uploaded on their places so that make the theme to take some old and some new files and everything breaks up.
I wanted to re-update the theme for you yesterday but your theme was not activated and it was impossible for me to update your theme and i didn't had your FTP credentials. That's why i wrote that message on my last reply.
I will check your problem now but please send me your correct Wordpress and FTP credentials and give me some minutes until i check and fix this problem for you.
P.S: I think that you don't need to hurry up with the rating, you only needed to reply to my ticket and I would try to resolve your problem as we always help other clients too.
Maybe you can see that we have almost 17.000 clients and the overall rating (before your rating) was 4.92 out of 5. You can't see that rating to any Top theme anymore. Maybe that is factor for you too to see how happy are our clients and how hard we try to satisfy our clients with the theme quality and support.
I will wait for your reply to check this problem as soon as i can for you
Thank you very for your understanding!
Dear Ylli,
I read your message very carefully and your new message says exactly the same thing.
But I think that in fact you misunderstood me.
I did a complete reinstall to the latest version of your theme (2.1.3 - see attachment) using your own automated update procedure (which was performed successfully and it said, indeed, that everything is OK).
I also installed the latest version of WooCommerce _compatible_ with your theme – 3.1.2 (see attachment) – and that also went ok.
Finally, my version of Wordpress - 4.8.2 also appears to be compatible according to your own specs (see attachment).
So, according to the information you specify on your page's theme, as well as according to your last message, everything has been done correctly and is functioning properly. However, it does not work, because I still see that div going aaaaallll the way down where it should not be on the products' pages: https://8os.io/product/8os-lab-workshop/
From this I can only deduce that your theme is not compatible with WooCommerce, even though you claim it is and that a new update should be made to fix that issue.
Also, I would happily give you access to my site again, but last time I did that some of my plugins were deactivated and I don't want this to happen again because it's a production site, I have visitors and I don't want them to see a broken website...
I am sure you have a lot of satisfied customers, as you claim, and I would be happy to be one of them. And I am sure it will happen when you tell me which part of the code should be changed or when you release the update, which will correspond to the claims you make on ThemeForest regarding compatibility.
I do not want to erase plugins / themes and reinstall them again – just like I've done during the last two days following your advice, unsuccessfully – so I'll better wait until there's some more efficient solution.
Thank you!
Hi noduslabs,
Thanks for your time and for providing a brief reply. Sorry that i left your plugins disabled, that probably happened when i tested if any plugin was causing the issue and then when i replied to your ticket i forgot to enable them again.
We don't have this problem on our theme, i just asked other team members for any issue like this but it was not reported by any user and our theme fully supports WooCommerce 3.1.2. You can see that on our demos that have the shop installed - Example.
I then checked again your theme so i detected something strange on your theme, there is one admin.css file that is breaking the layout of your show, that file doesn't show on our theme as you can see on this video that i recorded for you - Video: http://drops.laborator.co/9W7WpS+ (please wait until the video is uploaded).
I still need your Wordpress and FTP credentials because this problem is happening only on your installation and i'm afraid that theme updates will not fix this because problem is somewhere else and we need to test your site and see where the issue is coming from and probably fix the issue for you.
Thanks for your cooperation
HI Ylli,
I'm glad we're having a more constructive discussion.
Thanks for finding that file – I looked up its origin and deduced that if it appears inside WooCommerce installation but not in your version of it, this file might have something to do with the plugins I added for WooCommerce.
I'm using WooCommerce Multilingual plugin to translate WooCommerce products to other languages and once I deactivated that plugin, the page looks fine. So there must be some kind of incompatibility when your theme and WooCommerce are used with WooCommerce Multilingual latest version. Maybe it makes sense for you to emulate this problem on your system by installing WPML plugin because it's the most popular multi-language plugin for Wordpress and if your theme doesn't work when it's activated for WooCommerce, it's a shame because there's not really an alternative. When you know what the problem is, let me know, maybe there's a certain setting inside WPML that can be done to avoid this issue. I'd happily give you access to my site so you could test it there if it was not the production version... For example, when you deactivated one plugin all the settings were gone and I had to re-set them (which takes time). That's why I prefer that this debugging work is done elsewhere. I'm sure you can re-create this same problem if you install WPML with WooCommerce on top of your Kalium installation and then activate WooCommerce Multilingual plugin to see what's wrong. In case you cannot do that let me know and I can set up a carbon copy clone of my site for you to test this issue, but it will take considerable time, so I can't do it right now.
Thanks!
Hi noduslabs,
Our theme fully supports latest WPML plugin, you can see that information on this URL too: https://wpml.org/theme/kalium. So WPML tested our theme for any problem too.
The problem is happening because as you say you have installed another plugin WooCommerce Multilingual – run WooCommerce with WPML (By OnTheGoSystems) Is that the exact plugin please?. So when this plugin is installed the plugin is creating a problem on the theme.
I can see a similar problem on their support page: https://wordpress.org/support/topic/admin-css-on-frontend and they claim that they have fixed the problem.
But i suggest you to write a ticket on their support page and the plugin author will see if the problem is on their side or will send you to the right direction if there is an option to deactivate this.
Until then i suggest you to remove the rating on our theme because you can see too that this is not a theme problem. But in the end if it is a problem on our theme for sure that we will fix it because this contributes for other users that can be in the same situation too
Please keep us updated with everything.
Thank you!
Hi noduslabs,
I hope you are doing well today.
Did you manage to write to plugin support please? Also can you please do a staging site for us to test this problem for you?
P.S: Today WooCommerce updated it's plugin to version 3.2, please don't update this plugin until we release a theme update that will support the latest version of WooCommerce as always
Thanks!
Hello, I wrote to them and I also discovered another problem:
The problem is on the main page of https://8os.io where WPML is installed the posts don't display in the correct language when I look at the main page:
https://8os.io displays posts in English at the bottom of the page in "Documentation" section
While on https://8os.io/ru/ (Russian version) the posts should be displayed in Russian (in the same section at the bottom of the page) but they are displayed in English.
When I log in, however, the posts are displayed correctly in the Russian version.
Perhaps I should mention that I insert the posts using the Post Masonry Grid function. It worked fine before.
When I click on the posts view, everything is fine (both logged in and logged out), so it must be an issue with Post Masonry Grid.
Looks like it's another incompatibility between Kalium and WPML.
The same happens when I use Post Masonry Grid or Events on any page separately. This problem started to appear after I updated your theme as per your advice to 2.1.3
Also, they have a similar topic here where it seems to be the Theme / Visual Composer mixed problem: https://wpml.org/forums/topic/on-my-post-grid-page-translated-posts-only-show-when-logged-in-as-admin/ (probably your udpate also mixed things up with WPML)
Hi noduslabs
Thank you very much for your reply. So did the plugin author replied to your question please? If yes can you please write us their reply or send us the ticket URL so we can see the message of the plugin author. Thanks!
Also please write us your Wordpress and FTP credentials and we will check your issue without creating any problem.
I will assign this ticket to our main developer Arlind and he will check your problem and probably fix it for you.
Today we will release a new theme update and we would be very glad if you cooperate with us so if your problem can be fixed through a theme update we will include that fix on the update too.
I hope that will you cooperate with us this time.
Thank you very much!
Ok, I included the login details. Please, ensure that no plugins are deactivated like last time as it is a live site.
I hope that problem with the posts not displaying in the correct language will be resolved. If you look at https://8os.io/ru/events/ or https://8os.io/ru/docs/ the posts only display in correct language when you are logged in. When you're not logged in, they display in English even if Russian had been chosen.
This is the priority issue, we do not need to resolve WooCommerce WPML problem at this point before this more important one is resolved.
Thank you and I will be happy to modify the rating once these problems are solved.
Hi noduslabs,
I just updated your Visual Composer and it seems that your problem is now fixed. I made a recording for you to see the results and what I did. Video: http://drops.laborator.co/RvmgX.
Please test this again and tell us what are the results for you.
If you don't see the change immediately, please hard-refresh your browser (CTRL/CMD+R) because it takes longer to load the changes, as they are saved in browser cache. Another option is to open new private/incognito window and try if it works.
Thanks!
Hi noduslabs,
Did you had time to check if the problem is solved for you please?
Thanks!
Ok, thank you for this. I modified my review also.
Hi noduslabs,
Thank you very much, i'm glad that the issue is now fixed. Please remember that we are here to help our nice clients every time that they need our help
Have a great weekend!