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Featured Product Video Breaks Singe Product Gallery

This topic has 19 replies, 2 voices, and was last updated 1 years, 6 months ago ago by Rose Tyler

Alex

Participant

June 3, 2023 at 05:52

Hello, i have vertical thumbnails gallery with the featured video

Zoom, Lightbox and Slider for thumbs is turned off.

1. When single product with featured video page opens, video appears on the top as it was setup, and gallery works correctly with no lightbox.
As soon as i click on any product variations, video is gone and clearing variations will not bring it back.

~~2. When video disappears, clicking on thumbs opens lightbox, event lightbox is disabled.~~ resolved, seems elementor lightbox needs to be disabled too

3. i was told by pre sales that you can fix video not looping on single product page. How to do that?

4. Takes almost a minute to load shop page or any product pages

5. XStore Patcher shows 2 patches, after applying both and reloading configuration, Patcher shows the same 2 patches to be installed

Featured video was the reason i bought this theme, if it will not work as intended, i will require full refund for the purchase

Please, contact administrator
for this information.

#358493 Copied Theme version: 9.1.6 WooCommerce version: Latest

18 Answers

Rose Tyler

Support staff

June 4, 2023 at 09:37

Hello AlexPTY,

Thank you for contacting us and for using XStore.

1, 3/ Please provide FTP access, we need to check this situation more deeply.
To create FTP access, please contact your hosting provider for assistance.

4/ We do not see this problem on your site till login. It looks like some process for admin slows down the site. It can be a 3rd party plugin installed on your site or something from the server side. Please check it.

5/ Please go to XStore > Patcher > click on Refresh patches, then Apply all patches and click on Refresh patches one more time.

Thank you for your cooperation and we look forward to hearing from you soon.

Kind Regards,
8theme team

#358544 Copied

Alex

Participant

June 4, 2023 at 09:43

Hello Rose,

i posted Cpanel login in the private. switching to default theme fixes speed problem, so it’s not a server. We have this reseller hosting account with 47 wordpress sites and there is no speed complaints.

video still disappearing from the thumbnails as described earlier

video still not looping on single product page as you claimed before i bought this theme

i refreshed patcher, installed patches and now it’s still showing the same patches to be installed

Please contact administrator
for this information.

#358547 Copied

Rose Tyler

Support staff

June 4, 2023 at 09:52

Hello AlexPTY,

Thank you for your response.

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

We did this https://prnt.sc/HMQigttFrhCN and do not see any problem in your Dashboard > XStore > Patcher https://prnt.sc/Y7vmx-_XJn7f

Kind Regards,
8theme team

#358551 Copied

Alex

Participant

June 4, 2023 at 09:55

i will check it later, cause i already applied those patches 3-4 time yesterday and somehow it comes back after some time. i will send you screenshot if it happens again

#358552 Copied

Alex

Participant

June 5, 2023 at 00:53

Here you go same patches this morning again: https://prnt.sc/BsTcPKvXQfn2

#358581 Copied
Rose Tyler

Support staff

June 5, 2023 at 08:14
Hello AlexPTY,

1/ We would like to explain that when the Variation Gallery is enabled on the product page, the product will only display the Variation Image Gallery and not the product video and product gallery simultaneously.

It is a default functionality of the Variation Gallery option and You can post the request to our taskboard https://www.8theme.com/taskboard/ , so our dev team can read it there. Note: The future requests panel is only for new requests or improvements but not for support questions → https://prnt.sc/dCe-l_QDPTbY

If it receives enough votes from other customers, our development team will consider adding it to one of the upcoming updates.

Such a thing may be not implemented yet due to the complexity of the implementation process, unfortunately.

We hope this information is helpful.

2/ We have added for you the next php snippet in xstore-child/functions.php
```
add_filter('single_product_main_gallery_video_attributes', function($atts = array()) {
    $atts[] = 'loop="true"';
    return $atts;
});
```
So now the video on single product is looped → https://gyazo.com/5a49a0d864d69f160d7eb70f3dc338ae .

Kind Regards,
8theme team
#358598 Copied
Alex

Participant

June 5, 2023 at 09:16

Thank you Rose, video is looping now. I can live with the video thumb disappearing if it’s looped, so this is resolved.

1. still have no explanations why Patches are consistently coming back. I completely remover theme and reinstalled it with the core plugin, still came back few hours later

2. shop pages open in 20 sec or so, it’s not acceptable, since i have only 4 products now. I installed Rocket plugin but it’s had very small effect. Maybe it has something to do with patches, but i cannot resolve it

#358606 Copied

Rose Tyler

Support staff

June 5, 2023 at 09:38

Hello AlexPTY,

Thank you for your response.

1/ Could you please, describe how did you get patches available again after success applying them ? – we don’t have such situation neither on our local web-sites nor on clients’ web-sites.

Did you just wait few hours without any actions on your web-site and they shows again ?
Maybe it is a case when you switch theme to another one then patches cache will be cleared and in such case you will get patches marked as available for activations so you can see patches list again.
Also, you can just ignore to applying them as they are not required to be applied.

2/ We tested your shop page on most popular site-tester GTmetrix and it shows amazing results ( https://prnt.sc/1KLXFnPDQoto ). So we didn’t see any 20sec loading time and “tester” does not see such slow loading of shop page as well. (check link in private content area)

Also, you should know that page speed tools are just programmatically written testers with many different conditions which mostly are not needed to be perfect for many customers who goes to your website. If you check the page and it is ok optimized for you as a customer then you may skip those code-written testers. If you still want to improve site loading, we can recommend you to test your website on other testers. GTmetrix shows in detail what is taking too much time and what could be improved. (which images, litespeed style files, js files etc.)
It is required to mention that each extra plugin installed on your WordPress loads its own scripts and styles which could add a few seconds of page loading time and that’s why you have bad results.

Kind Regards,
8theme team

Please contact administrator
for this information.

#358610 Copied

Alex

Participant

June 5, 2023 at 09:44

Hello Rose, i think i sent you screenshot this morning, after you applied patches yesterday, i see patches are active again. it’s quite annoying:

here’s patches supposed to be applied: https://prnt.sc/KvqI7PQuPUCS
After patches applied: https://prnt.sc/Ht4-3-fNU-xC

i will check in few hours and send another screenshot.

Ok, 2 hours later and it’s back again, how annoying is this: https://prnt.sc/AVo6rqluZPZu

look at the timestamp on the screenshots… when would you fix it? i am so close to getting refund from Envato, this is not a quality theme, too many bugs…

#358611 Copied

Rose Tyler

Support staff

June 6, 2023 at 16:12

Hello AlexPTY,

Thank you for your response.

We have never encountered such a problem before, and we believe that one of the following could be the cause:
– Database manipulation (restoration, cleaning, etc.) – the patch installation data is stored in the database and if it is corrupted, this kind of situation may arise.
– Database cache
– Use of plugins to modify database queries
In any case, the issue is related to database manipulation.

You purchased the theme less than 7 days ago, so we can give you a refund without additional questions.
If you would like to submit a refund request, please visit – https://themeforest.net/refund_requests/new Do not forget to mention in the text of the request that the theme was purchased less than 7 days ago.

Kind Regards,
8theme team

Please contact administrator
for this information.

#358753 Copied

Alex

Participant

June 8, 2023 at 02:53

I am sorry, i don’t understand what do you mean by “manipulation” WordPress access database directly, it’s a manipulation per se. your plugin read the data and if we apply configuration changes from core plugin, it should be saved in correct way and override any “manipulation”. isn’t it the case?

we removed your core and reinstalled it, it still behave in the same way, fresh installation on empty WP database on out local server, shows the same result. it’s easy to blame a customer, so i will request refund and your theme doesn’t work as intended

#358895 Copied

Rose Tyler

Support staff

June 8, 2023 at 08:10

Hello AlexPTY,

Thank you for your response.

I’ve passed your answer on to our dev team.
If you do not want to wait, please read the private content from my previous reply. Submit a refund request via this page – https://themeforest.net/refund_requests/new and let us know.

Kind Regards,
8theme team

#358913 Copied

Rose Tyler

Support staff

June 8, 2023 at 10:40

Hello AlexPTY,

Here is a reply from our devs:
“Manipulation of a database refers to:
Direct editing of the database through Phpmyadmin or other manipulators;
Deletion of the database;
Deletion or fields, tables in the database.
If after patch installation you reinstall the theme or core plugin accordingly, the files will be rewritten to the old ones and you will need to reinstall the patches.
When installing the theme on a local or clean WordPress, you will also need to install the patches, as these changes are not yet available in the official archive.”

Kind Regards,
8theme team

#358932 Copied

Alex

Participant

June 8, 2023 at 11:40

This is not what’s happening, as i on screenshots i sent to you, we apply patches and it clears then all patches come back again after few hours. Not sure what are you talking about, it’s a bug in your core plugin

#358936 Copied

Rose Tyler

Support staff

June 8, 2023 at 12:08

Hello AlexPTY,

Thank you for your response.

We understand that you continue saying that it is our bug, but it persists on your site only. Other our customers and our test sites do not have this problem. In this case, there is something on your site or database that causes the problem.
We always do our best to help our customers, but we do not have a solution for you, right now. Maybe in the future or when at least one more customer gets the same error we will get new details of the situation more deeply and together solve it.
We are ready to provide a refund to you because maybe in the future you will decide to purchase XStore, and it will be happy cooperation. Did you submit a refund request? Please let us know here once you submit it, and we will speed up its confirmation.

Kind Regards,
8theme team

#358938 Copied

Alex

Participant

June 12, 2023 at 11:16

Well Rose, i installed latest Theme and Core plugin updates you just released and it fixed patcher problems and improved speed significantly. For days you were calling me incompetent, insinuating that bugs are only on my website and your theme has nothing to do with it. Guess what… it does, it’s your bugs and your incompetence. My client for some reason loves your theme, if up to me, i would never touch your products again. Thank you for fixing your problems. topic resolved

#359196 Copied

Rose Tyler

Support staff

June 12, 2023 at 12:28

Hello AlexPTY,

Take our apologies if you faced any inconvenience using our theme!
Our latest update doesn’t contain any changes to the Patcher functionality, you can check our changelog – https://xstore.8theme.com/update-history/
After every update, patches that were created for the previous theme version disappear, because fixes are already included in the new update.
You write that problem on your site was solved, it is great, but why did you set a low rating for our theme?
We kindly request that you change the rating or submit a refund request. Unfortunately, your low rating is harmful to our business.
We are waiting for your decision.

Kind Regards,
8theme team

#359207 Copied

Rose Tyler

Support staff

June 14, 2023 at 14:11

Hello AlexPTY,

We have made a deep check of the XStore Patcher functionality on our local websites. After different types of testing, we finally found that Patches that were successfully applied becomes available for activations again after any of plugins/theme was updated.
In case you are interested in more details from the code side we found that WordPress triggers ‘pre_set_site_transient_update_themes’ filter (that should start only on any theme update) even when there is an update action for any plugin. This filter was used in the XStore Patcher code for removing the applied patches list after the theme update – to minimize patcher data in the customer’s database after the theme was successfully updated as all patches were included in the theme update automatically. So in such cases (as we described before) WordPress triggers ‘pre_set_site_transient_update_themes’ filter on update of any plugin and it “meant” for Patcher code that the theme was updated and we could remove the patches cache and remove all applied patches list.
After we found the main issue we created a possible fix to prevent such an issue for our customers. We would like to ask you to test it and give us feedback about the results.
Please download patcher.php file by a link in the Private Content area and re-upload it into xstore/framework folder via FTP.
P.S. According to the fact you had “removed applied patches” issue each X hours we think that you have autocheck plugins version or autoupdate them so such filter was automatically triggered and that caused the Patcher cache removing.
We are sorry that it took some time for both of us to understand each one’s thoughts but we are thankful that you bring such an issue to our attention and we can make a fix for all our customers in the next theme update.

Kind Regards,
8theme team

Please contact administrator
for this information.

#359401 Copied
Tagged: featured, gallery, product video, themes, woocommerce, wordpress
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