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Performance Issues with X Theme on Mobile

This topic has 4 replies, 2 voices, and was last updated 1 months, 1 weeks ago ago by Luca Rossi

maftimfia

Participant

August 9, 2024 at 11:56

I am writing to report several critical performance issues with the X theme that have severely impacted our website’s functionality. Additionally, given the ongoing problems, we would like to request a full refund for the theme.

Issues Encountered:

Slow Loading on Mobile Devices:

The site is taking an unusually long time to load on mobile devices. This significantly affects the user experience and could lead to higher bounce rates.
Product Page Loading Issue:

The product page is experiencing an endless loading loop.
Excessive Scrolling Load:

When scrolling through pages, there is an excessive amount of content loading continuously, causing performance degradation and a poor user experience.
These issues have persisted since we started using the theme, and despite our efforts to resolve them, the performance remains unsatisfactory.

Given the ongoing problems and the impact they have had on our site, we are no longer satisfied with the theme. We request a full refund of the purchase amount to be processed back to our original payment method.

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#409653 Copied Theme version: 9.3.17

3 Answers

Luca Rossi

Support staff

August 10, 2024 at 14:17

Hi @maftimfia,

Thank you for contacting us and for using XStore.

1. Website speed depends on various factors that we do not control. What we can do is share the links that can help you with speed optimization: https://xstore.helpscoutdocs.com/article/100-how-to-speed-up-my-website.

Every additional plugin slows down the site a bit, so we would recommend you disable unrequired plugins.

We are writing to address the issue you have been experiencing with your website’s slow loading speed. After conducting a speed test on your website via GTmetrix https://gtmetrix.com/ , we have found that the performance is good. You may review the results at the following link:

We recommend that you review the suggestions provided by GTMetrix in the Top Issues list.

For further guidance on how to improve your website’s speed, Please contact your service provider and ask them to fix it and we invite you to review our theme documentation. The following links provide detailed information on this topic:

1. https://xstore.helpscoutdocs.com/article/39-main-theme-options
2. https://xstore.helpscoutdocs.com/article/128-how-to-improve-wp-rocket-settings-with-xstore

For a comprehensive understanding of the specific issues that may be affecting your website’s speed, we suggest conducting a website speed test with GTMetrix https://gtmetrix.com/ -This tool can provide you with actionable recommendations to further enhance your website’s performance.

We trust that you will find this information useful in improving your website’s performance.

2. Please be aware that website speed optimization falls outside the standard scope of support services we offer. For more details on what our support entails, please refer to the Envato privacy policy: https://themeforest.net/page/item_support_policy.

Should you require personalized customization services, we invite you to submit a request through our customization panel at the following link: https://www.8theme.com/account/#etheme_customization_panel. This will allow you to engage directly with our technical team.

Please note that customization services are subject to additional charges. The exact amount will be determined after a detailed review of your request.

Thank you for your attention to this matter.

Best regards,
The 8Theme Team.

#409757 Copied

maftimfia

Participant

August 11, 2024 at 05:55

Thank you for your prompt response and the resources provided. While I appreciate your suggestions regarding speed optimization, I must express my concern that the specific issues I raised have not been directly addressed.

To clarify:

Mobile Device Loading Issues:
Despite implementing standard optimization techniques, the slow loading time on mobile devices remains a significant problem. This issue appears to be inherent to the theme, as it does not occur with other themes under the same conditions.

Product Page Loading Loop:
The endless loading loop on product pages is a critical flaw that severely impacts our ability to operate the site effectively. This issue wasn’t addressed in your response and seems to indicate a deeper problem with the theme itself.

Excessive Scrolling Load:
The excessive content loading during page scrolls is not something that general speed optimization can resolve. It seems to be a flaw in how the theme handles content, leading to a poor user experience.

#409790 Copied

Luca Rossi

Support staff

August 12, 2024 at 11:38

Hi @maftimfia,

1. Mobile Device Loading Issues: you put too many images on the home pages so it could be the result for the slow loading. We also suggest you to add an image minify plugin like Imagify or Smushit to reduce the size of your images.

– https://wordpress.org/plugins/imagify/
– https://wordpress.org/plugins/wp-smushit/

2. Product Page Loading Loop: We advise disabling all third-party plugins that are not included with the XStore theme. You can view a list of the included plugins here: https://xstore.helpscoutdocs.com/article/36-included-plugins. After deactivating these plugins, please clear your browser’s cache and verify if the issue still persists. This is an important step as third-party plugins can often lead to conflicts.

If the problem continues, please keep all third-party plugins deactivated and grant us permission to debug your site. This includes deactivating any on-site customizations. This measure will enable us to conduct a thorough investigation and provide you with the necessary assistance. Can you please also provide us with your WordPress admin account?

FYI: Before proceeding with the troubleshooting or any updates, we strongly recommend taking a complete backup of your site to safeguard against any potential data loss.

3. Excessive Scrolling Load: If you wish to disable the lazy load effect, kindly adhere to the following instructions:

a. Go to ‘Edit Page with Elementor’.
b. Move to each element’s ‘Settings of Element’.
c. Select ‘Advanced’.
d. Choose ‘XStore ajaxify’.
e. Locate ‘Lazy loading’ and switch it to ‘Off’.
f. Lastly, update the settings.

For a visual representation of these steps, please refer to the attached image: https://imgur.com/Zh7ZmGw. Afterward, check again.

Best regards,
The 8Theme Team.

#409946 Copied
Tagged: enhancing woocommerce mobile template, improve mobile woocommerce performance, mobile wordpress woocommerce templates, optimizing x theme on mobile, troubleshooting woocommerce x theme, x theme mobile speed solutions, x theme performance issues
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