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Cannot edit custom heading and the circle keeps spinning

This topic has 14 replies, 3 voices, and was last updated 1 years, 7 months ago ago by Rose Tyler

culkman

Participant

May 16, 2023 at 19:58

Hi,
I tried to edit the custom heading in the main homepage.
In the edit page, the progressing circle keeps spinning.
Could you check it?

Please, contact administrator
for this information.

#356922 Copied Theme version: 9.1.4 WooCommerce version: 7.7.0

13 Answers

Tony Rodriguez

Support staff

May 17, 2023 at 05:57

Hello @culkman,

Thank you for your purchase of our theme and for reaching out to our support center. We appreciate your business.

1) Thank you for bringing the issue regarding the “custom heading” element to our attention. We have conducted a thorough investigation of your site and have determined that the element in question, which is not functioning properly, is actually a wp-bakery element rather than a component of our theme.

In order to help you resolve this issue, we kindly ask that you try activating the default WordPress theme, such as “Twenty Twenty-Three”. This will help us determine if the issue is specific to our theme or if it is present across different themes.

We kindly request that you inform us of the outcome after testing the element with the default theme. This information will be of great help in providing you with the best solution.

2) We suggest disabling all third-party plugins (including cache plugins) that do not come bundled with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/), clearing the cache of the browser, and then checking again. It is possible that one of the additional plugins is causing the issue.

If the issue still persists, please keep all third-party plugins deactivated on your site and grant permission to debug your site, which includes deactivating all third-party plugins and on-site Customization. This will allow us to investigate and assist you accordingly.

Please note that you should take a complete backup of your site before proceeding.

Thank you for your cooperation and patience. We look forward to hearing back from you and resolving the issue promptly.

Best Regards,
8Theme’s Team

#356938 Copied

culkman

Participant

May 17, 2023 at 18:46

Hi I tested as you advised

1) I changed the theme to “Twenty Twenty-Three”, but it was the same.

2) I only enabled Wp-Bakery, Slide revolution and XStore plug-ins. It was the same

3) I enabled WP-DEBUG but couldn’t find any problem.

Could you please check this again?

What I did was

1) I updated many posts.
2) I used the customized font.

Looking forward to your reply
Thanks

#357057 Copied

Tony Rodriguez

Support staff

May 18, 2023 at 05:43

Hello, @culkman,

Thank you for your debugging and confirmation that the issue persists even after changing the theme to “Twenty Twenty-Three”. This confirms that the issue is not related to our theme and is only present on your site with the default WordPress Theme.

We suggest that you reach out to WP Bakery support at https://codecanyon.net/item/wpbakery-page-builder-for-wordpress/242431/comments and ask them to fix this issue for you on your site with the default WordPress Theme. Once the issue is resolved with the default WordPress Theme, it should also be resolved with our theme.

Also, try to reach out to your hosting provider as well as you have some errors in your site console as well.

We appreciate your understanding.

Best Regards,
8Theme’s Team

#357066 Copied

culkman

Participant

May 24, 2023 at 12:46

Hi. I got the answer like this from the plug-in company.
I also saw that if the plug-in was provided with the theme, you would support it.
This time you replied in different way.
My project has been delayed as much as you delay.
Could you please look at this?

———————
Hello, If the plugin was received as a part of the theme, then in this case, the support is handled by the theme developer. If you purchased a direct plugin license from us, then you can drop us a ticket via support portal: https://support.wpbakery.com/ so that the support team can guide you further.

#357556 Copied

Rose Tyler

Support staff

May 24, 2023 at 13:29

Hello Culkman,

As we can see the custom heading can be edited right now – https://prnt.sc/sQD1TmjGDzdF

Best Regards,
8Theme’s Team

#357566 Copied

culkman

Participant

May 24, 2023 at 14:26

HI,
I found the problem.
If I activate XStore Core, it will make a problem.
Could you investigate this one?

#357569 Copied

Rose Tyler

Support staff

May 24, 2023 at 15:05

Hello Culkman,

Please provide FTP access, so our devs can check the situation more deeply.
To create FTP access, please contact your hosting provider for assistance.

Kind Regards,
8theme team

#357577 Copied

culkman

Participant

May 24, 2023 at 15:26

HI,
Here is the info

Please contact administrator
for this information.

#357582 Copied
Rose Tyler

Support staff

May 24, 2023 at 15:31
Hello Culkman,

We can’t connect FTP:
```
Error:        	Connection timed out after 20 seconds of inactivity
Error:        	Failed to retrieve directory listing
```
Please try to connect to FTP using FileZilla by yourself.
What FTP port can we use?
Is there a restriction by IP or something else?

Kind Regards,
8theme team
#357583 Copied
culkman

Participant

May 24, 2023 at 15:42

Please try this.
And if you have a problem, please let me know again.
Thanks

Please contact administrator
for this information.

#357584 Copied

Rose Tyler

Support staff

May 25, 2023 at 09:11

Hello Culkman,

We will have another specialist review your inquiry in greater detail and will be in touch with you.

We kindly ask for your patience.

Kind Regards,
8theme team

#357669 Copied

culkman

Participant

May 25, 2023 at 18:07

Hi,
We need to continue our project.
Can I update the post while your investigation?
Thanks

#357722 Copied

Rose Tyler

Support staff

May 25, 2023 at 18:40

Hello Culkman,

We’ve updated the theme, XStore Core, and WPBakery Page Builder. The problem is solved now – https://gyazo.com/53812d00fb9e98066d7b135fe2c3957f https://gyazo.com/01ab42a7000f0cbe19f645f698efd00f

Kind Regards,
8theme team

#357725 Copied
Tagged: circle, custom heading, edit, spinning, templates, woocommerce, wordpress
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