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  Public Ticket #1761913
Automotive demo don't work
Closed

Comments

  • Ramiro started the conversation

    Automotive Demo Don´t Work

    It is not shown as in the demo.

    Please! Help!!!!

    Attached files:  Captura de pantalla 2018-10-26 a la(s) 15.47.35.png

  •  1,258
    Ylli replied

    Hi Ramiro,

    Many issues you may run into such as: demo content fails when importing, empty page content, skin not being saved and other similar issues are all related to low PHP configuration limits. The solution is to increase the PHP limits. For more info please carefully read this article WordPress and Kalium Server Requirements, and on this page you can find a sample email that you can send to your hosting provider too.

    Can you please try to be very specific about the question and explain it more to us, in this way we can easily understand you and give you the proper answer.

    Also please send me your Wordpress credentials, because I need to login to your site and test this.To include your credentials click Insert Credentials button in editor toolbar (see how) so your reply will be private.

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi There, 

    I recently upgraded my theme, but since the upgrade all the fonts on my site when viewed on desktop and mobile have changed. Please can you help with this?

    Many Thanks

    Abi

  •  4
    Abisoyeo replied

    My previous issues are on ticket #1806134

    Many Thanks

    Abi

  •  1,258
    Ylli replied

    Hi Abi,

    Kindly open a new ticket and post your request so it will be helpful for the other users to take advantage of searching them on the forum. We’re glad to help you in your new thread.

    Will set this ticket as closed from here.

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    I am unable to submit a new ticket as my support ran out on the 5th December,

    I recently update to the latest version of Kallium, but after the update all the fonts on my site have changed. All text on my site was Futura and Sax Mono but the site is now displaying a different font, please can you help? 

    I made the update during my support period but when I tried to submit a ticket yesterday I got a message telling me that my support time had expired and so I am no longer able to submit a ticket. I realised that the font on mobile had changed but hadn't had a chance to get back in touch, the font on desk top changed yesterday. please can you help as I didn't have any problems with the fonts before the update.

    Kind Regards

  •  1,258
    Ylli replied

    Hi Abisoyeo,

    Can you please send me your Wordpress credentials, because I need to login to your site and test this.

    To include your credentials click Insert Credentials button in editor toolbar (see how) so your reply will be private.

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied
    Site CredentialsWP
    WordPress Credentials
    Admin URL:http://beautyandstyleedit.com/new/wp-admin
    Username:Abisoye
    Password:vJ90Zo&EcWUp&x7IN)1RjGqc
    {"wp":{"use":true,"adminUrl":"http://beautyandstyleedit.com/new/wp-admin","username":"Abisoye","password":"vJ90Zo&EcWUp&x7IN)1RjGqc"},"ftp":{"use":false,"url":"","port":"","user":"","password":"","path":""}}

     Hi Ylli, 

    Thank you for helping with my issue. 

    Please find attached my credentials.

    Many Thanks

    Abisoye

  •  1,258
    Ylli replied

    Hi Abisoyeo,

    Path of your fonts is not correct, please check if you have moved fonts to another folder or maybe that folder doesn't have permissions to read and write (see video).

    For the permissions problem you need to contact your hosting provider.

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    I have not moved the fonts folder, the fonts were fine before I clicked on the theme update. The issue with the fonts is due to theme update as they were fine before the update. Are you able to fix please? 

    Many Thanks

    Abi 

  •  1,258
    Ylli replied

    Hi Abi,

    This was not caused by the theme. Please send me your FTP credentials so I will check your folder permissions and try to fix this for you.

    To include your credentials click Insert Credentials button in editor toolbar (see how) so your reply will be private.

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    I appreciate you helping but I haven't changed anything on the site except for updating the plugins and theme. It was only after updating the theme that issue started happening, the site has been live since September and there have been no issues with the fonts and no other changes apart from the updates. So if it is not theme what else could cause this issue if I haven't changed or moved anything?

    I tried to find the FTP when I log into my dashboard. I googled how to find it and got this message on the wordpress website  "We do not allow FTP (File Transfer Protocol) access to any WordPress.com blogs for security reasons. You can still get things done without FTP – we’ve listed some great alternatives below".

    Are you able to fix the issue without FTP access? Can the Fonts not be reinstated? 

    Many Thanks

    Abi

  •  1,258
    Ylli replied

    Hi Abi,

    I don't know what happened exactly, and for that I need to check investigate your site to know what the problem is first. But I have never heard from any user that theme update caused a problem like this, and I also asked another team member if there is any way that theme can cause this and they say that this is not possible.

    [EDIT] As I can see the path, maybe the font was in the kalium folder and when you performed the theme update then the theme reverted the original folders as the theme offers them.

    Your fonts path must be as we described in the this image so when you update the theme then you will not have a problem.


    (view on a new page)

    Please move your fonts there and then change the path in the Typography area as you see in the image and it should work for you.

    If you still have problems then I need to have your FTP and you should tell me where your fonts are. Basically I need those informations to be able to access your server and see theme files there.


    (zoom the image)

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    Thank you for response, whilst I was waiting to hear back I searched the Laborator Support site for previous tickets to see if I could find anything that could help and I saw a few tickets regarding font change issues after theme updates.  It seems other users have had similar issues previously after updates.  Attaching a screen few shots. The user Ogegraphics seems to have had a very similar issue to mine. 

    I didn't get any notice/ warnings when updating the theme that I had to change or do anything with the 'Font Paths' so as a user I would not know to do anything before updating.

    Please can you kindly advise how I 'move my fonts' and how I change the path in the Typography area? Is this something that you can assist me with?

    Re. FTP as per the previous message below - Wordpress do not allow FTP (File Transfer Protocol) access to any WordPress.com blogs for security reasons" . So I am not sure how to get this information for you, if you know of a way for me to get the FTP then please can you let me know?

    From what I can tell my fonts (Sax Mono and Futura) are located in the "laborator >typography.

    I hope this information will be help with solving the problem.

    Thanking you in advance.

    Abi

    Attached files:  Screen Shot 2018-12-11 at 08.35.17.png
      Screen Shot 2018-12-11 at 08.33.25.png

  •  1,258
    Ylli replied

    Hi Abi,

    Maybe you didn't see my last comment edit, there I wrote:

    [EDIT] As I can see the path, maybe the font was in the kalium folder and when you performed the theme update then the theme reverted the original folders as the theme offers them.

    Your fonts path must be as we described in the this image so when you update the theme then you will not have a problem.


    (view fullscreen)

    Please move your fonts there and then change the path in the Typography area as you see in the image and it should work for you.

    Now, I just updated your theme to version 2.7.5 (see changelog), in this update we introduced a new Custom Fonts implementation where users can upload the fonts so they don't need any coding skills to implement fonts.

    Now you basically just need to do this (see video).

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    Thank you for your email. The fonts on my site have changed yet again. But as you can see the fonts have changed today due the latest update. 

    This is definitely an issue that occurs when an update is made to a site. I will try to follow the instructions in the video but I think it is important to pre -warn users that this might happen when making an update to a theme as not all users are technical and have IT skills. 

    Will give it a go and come to you shortly if the problem still occurs. 

    Many Thanks

    Abi

  •  4
    Abisoyeo replied

    Hi Ylli, 

    I've watched the videos but I'm sorry I don't understand what I am supposed to do, I don't know how to get the futura font and Sax Mono fonts on to my computer / media. 

    As I mentioned I am not a technical person and didn't customise the site myself but now no longer have access to that person who did. I never would have made the update if I had known it would be change the site as I can't make these amendments myself.

    After watching the video I can see that you changed the fonts of the navigation menu,  the problem is that I used different fonts for different sections of the site i.e the navigation menu was Futura but drop down of the navigation menu was Sax Mono. 

    The text for the main body of articles was futura but some of the headings (heading 2) was Sax Mono. 

    The footer also used different fonts futura and Sax Mono, and all captions were all Sax Mono.

    Also the alignment of my footer has changed, and the text is no longer in aligned.

    I do appreciate your help but are you able to restore my fonts and footer alignment to how it was before theme update please as I am unable to do this? 

    Many Thanks

    Abi

  •  1,258
    Ylli replied

    Hi Abi,

    I must have those fonts in order to help you, if you don't send me the fonts I will not have access in them to apply them in your site.

    So, when you purchase or download a webfonts they include all the file formats that are needed to be placed for different browsers such as .eot, .woff, .woff2, .ttf, .svg. You just need to add those files in your font and then choose the selectors where you want to apply the font (see video).

    This is very simple, but you can't do nothing if you don't upload those fonts first.

    P.S: I can see on your System Status page that some of your PHP version is very low and also PHP limits are lower than Wordpress and modern themes require.


    (view on a new page)

    For more info please carefully read this article WordPress and Kalium Server Requirements, and on this page you can find a sample email that you can send to your hosting provider too.

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli,

    Thank your reply, but as I explained in my messages below, I did not add the fonts to the site as I had someone else help me make the customisation to the site (a person I am no longer in touch with). I do not have the fonts to upload. 

    I will look into how I can get them and get back to you asap. Thank you for the information re. PHP I will the article that you in the link that you provided.

    Will get back you to asap re. fonts. 

    Many Thanks

    Abi

  •  4
    Abisoyeo replied

    Hi Ylli, 

    I am still trying to get hold of the fonts, I have managed to download the  Sax Mono and tried to follow your instructions in the video but was unsuccessful.  I have not been able to get the Futura Font. I have downloaded a font plugin as I think that is where the Futura Font came from but have no idea how to install it. This is a bit of nightmare as IT is not my strong point, I am also very concerned that I might have issues every time there is an update. 

    Also, when I go to typography on the dashboard I can see that futura and Sax Mono fonts are there, have they definitely been removed from theme as they are still showing? attaching a screen shot here.

    If the Sax Mono font that I have uploaded does not work and if I am unable to get Futura from the plugin that I have downloaded are you able to advise how I get the fonts back please? Just to reiterate, I had graphic design install them when they were customising the theme so I no longer have access to that person or the files that were uploaded. 

    The fonts on the site seem to be changing everyday, they are different today to what they were yesterday. In addition to the font issue, are you able to advise why that alignment on the footer has changed?

     

    Many Thanks

    Abi

  •  1,258
    Ylli replied

    Hi Abi,

    Fonts will not removed anymore when you update the theme if you have added fonts in the the right area. Your friend that helped you to apply Custom Fonts in your site didn't read our documentation and applied the font in the kalium folder and not in the uploads folder as I mentioned you in my recent replies and also as you can read in our documentation.

    The font have changed because I was performing tests when you wrote a reply. 

    As for the sax-mono font, you have called the font the right way but forgot to call it's selectors (see the video).

    Have a great day!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    Thank you for your reply. As previously requested please find attached the Futura font, are you still able to help with adding this to the site please?

    Also copying the font info re. the original font usage below. 

    (navigation menu was Futura but drop down of the navigation menu was Sax Mono. 
    The text for the main body of articles was futura but some of the headings (heading 2) was Sax Mono. The footer also used different fonts futura and Sax Mono, and all captions were all Sax Mono).

    Also please can you advise on the issue of the footer as the fonts have changed despite adding it as a selector and the alignment of the all the text in the footer has also changed post theme update.

    Lastly the issue with the PHP that you pointed out, would that be contributing to how the slow the site is running? 

    Many Thanks

    Abi

    Attached files:  Futura.ttc

  •  1,258
    Ylli replied

    Hi Abi,

    — You have send me .ttc file, so this file is made to be use in Computers and this is not a webfont see video: https://d.pr/v/t9n7aX

    You must have WOFF2, WOFF, TTF, EOT and SVG file for your Font.

    For better support you can upload all file formats, however WOFF2 is enough for modern browsers.

    — We will keep this ticket open to deal with your font only.

    Regarding your further questions, kindly open a new ticket and post your request so it will be helpful for the other users to take advantage of searching them on the forum. We’re glad to help you in your new thread. 

    Thanks!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    Thank you for your reply.

    I tried to attached the woff files but got the attached error message, please advise what I should do.

    In regards to the footer issue, as I mentioned in first message, I am no longer able to create a new ticket as my support expired on the 5th December but I was in touch with the update issues prior to the expiration date.  Please advise what the best thing is to do regarding this issue as creating a new ticket will mean I have to purchase new support but the issue occurred before the 5th. 

    Many Thanks

    Abi

    Attached files:  Screen Shot 2018-12-18 at 14.22.00.png

  •  1,258
    Ylli replied

    Hi Abi,

    — Please add all your file formats of your Futura fonts in a folder and then upload that folder somewhere so you can send me the files, and then I will try to apply the font in your site if you have send me all the necessary webfont files (WOFF2, WOFF, TTF, EOT and SVG). 

    — As for your other questions, I can see that your support is valid until April 29 2019 

    medium (view on a new page)

    So you should be able to create a new ticket from your "ramicabre" account.

    Have a great day!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    Thank you for your response. 

    Unfortunately I don't have all the don't files as I didn't upload the font original and the files I sent over is all that I have been able to get. 

    re. my support, ramicabre is not my account - My original ticket number for my issue is Ticket #1806134.

    Attached is screen grab of my purchase code - my support expired on the 5th December. 

    Attached files:  Screen Shot 2018-12-20 at 11.29.15.png

  •  1,258
    Ylli replied

    Hi Abisoyeo,

    I'm sorry but I can't help you if I don't have webfiles of the font that you wanted to apply. If you get the font files in the future then please write in our support and we will help you. Thanks!

    Wow, I just saw now that you are replying to a ticket that has been created by another user. I'm really sorry but this is not acceptable because everytime that me and you reply to a ticket an email is send to this user so it will be annoying to them sending an email that has nothing to do to do with their problem.

    You need to post with your account to be able to create a new ticket, and if your support has expired then you can Renew Envato Item Support.

    Would like to thank you for your understanding!

    Kind regards,
    Ylli


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  •  4
    Abisoyeo replied

    Hi Ylli, 

    I am trying to get the files asap but as I've mentioned I don't have the fonts as I did not load them on to the site. I'm trying to find a way to get this asap. 

    I am really confused as I mentioned in my very first message and a few times since that my support ran out, so I'm not sure why you are only now saying that this unacceptable.  As I have previously mentioned I update my theme a few days  before my support expired during that time some of the issues were fixed but not the font issue as I didn't realise that the update had changed all the fonts on my site until a day or so later. When I tried to get back in touch I was notified that the support had ran out. 

    Can I ask, am I dealing with the same person as I seems that you may not be aware of the previous messages?

    Also in regards to the other user, each time I get a reply it goes to my email address, hence why I know to respond, I am not sure that another user is being emailed. 

    As you can see from the chain of messages I have mentioned that my support ran out a few times but that issues were raised before then, I have also included in my previous messages my original ticket number, listing here again #1806134 , of when I first reported the issues. I don't really want to renew support as I will incur a cost and as I have already explained the issues occurred and was reported before my support expired.

    Many Thanks

    Abi

  •  1,258
    Ylli replied

    Hi Abi,

    Yes you are writing to the same person, you can see that I replied since the beginning.

    — I wrote you for this before, theme update has not created any problem with the fonts for you. You (or your friend) have uploaded custom fonts inside the theme folder and that is not recommended because when you update the theme, theme will revert those files to original ones. That's why we recommended in the documentation that if you want to use Custom Fonts you need to add them in this location:

    medium (view on a new page)

    Now, your problem is super easy to solve but you don't have the Futura font, I can see that this is a premium font that you need to purchase the license to install it in your site. So I can't help you if you don't send me the fonts first because I need to have those fonts.

    Would like to thank you for your understanding here.

    Thanks!

    Kind regards,
    Ylli


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