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Full description disappeared in the backend

This topic has 27 replies, 3 voices, and was last updated 1 years, 3 months ago ago by Rose Tyler

vuvuvu

Participant

October 25, 2023 at 14:00

Hi Sir,
I have Wp 6.3.2
Woocommerce 8.2.1
Xstore 5.2.2
Xstore theme 9.2.2
With the latest update of the theme and core, the “full description” in the backend preview disappeared (https://prnt.sc/T9z1LF71vwTB – https://prnt.sc/6IOsurgU2S-t)…
The strange thing is that in the frontend you can see everything well.
I tried to follow your suggestions but…
-#352491 I don’t have Elementor
I have never activated the “product page builder” because everything has always worked well but reading the post
-#345656
i enabled the “product page builder” and discovered that I do not have the “full description” tab (https://prnt.sc/4BeQsJpcRYhy)
I have no cache on the site.
I cleared my browser cache and also changed browsers.
Before the update everything worked ok (https://prnt.sc/6rRgjCKE0JsY)
Can you help me please?
Thank you.

PS:
After the last update of the theme and the core, I can no longer access the customization of the theme on another site. When I click on “Customize” I get Critical error or 404 page not found. Can you help me here too? Thank you

#371483 Copied Theme version: 9.2.2 WooCommerce version: 8.2.1

26 Answers

Rose Tyler

Support staff

October 25, 2023 at 15:01

Hello,

Thank you for contacting us and for using XStore.

Please provide FTP access.
To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.

Kind Regards,
8theme team

#371494 Copied

vuvuvu

Participant

October 25, 2023 at 15:18

ok in pvt thanks.

Please contact administrator
for this information.

#371498 Copied

Rose Tyler

Support staff

October 25, 2023 at 15:38

Hello,

We appreciate your prompt response.

We wish to inform you that your inquiry has been forwarded to another specialist for a more detailed review.
Please be patient and do not change access.

Kind Regards,
8theme team

#371506 Copied

vuvuvu

Participant

October 25, 2023 at 16:02

No prob,
thank you for your speed and courtesy.

#371511 Copied

vuvuvu

Participant

October 26, 2023 at 12:41

if it can be useful…..
sending site credentials to check the effect of the changes in the backend

Please contact administrator
for this information.

#371622 Copied

Rose Tyler

Support staff

October 26, 2023 at 14:27

Hello,

Thank you for your cooperation.

Fixed. Please clear cache and check Tabs now – https://prnt.sc/nkHEn0UTrGYm
The fix will be added in the next theme update too.

Kind Regards,
8theme team

#371637 Copied

ElenHub

Participant

October 29, 2023 at 12:27

I have the same issue. We’ve set the themplate Default 3. There is no description section in the admin panel on the product page. There is only a short description section, but no full description. Where is it? or how to activate it?

#371925 Copied

Rose Tyler

Support staff

October 29, 2023 at 13:22

Hello, ElenHub,

Thank you for contacting us and for using XStore.

Please provide temporary wp-admin and FTP access.

To provide wp-admin access, you can create a new user account with administrator role via the Dashboard, and provide us with the username and password via the Private Content area.
To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.

Kind Regards,
8theme team

#371933 Copied

ElenHub

Participant

October 31, 2023 at 14:45

Ok, Im sending.

Please contact administrator
for this information.

#372139 Copied

Rose Tyler

Support staff

October 31, 2023 at 14:51

Hello, ElenHub,

We can’t log in https://prnt.sc/-N7fVghmYJY6 Please whitelist next IPs – 176.98.92.188 and 176.98.70.171

Kind Regards,
8theme team

#372140 Copied

Rose Tyler

Support staff

October 31, 2023 at 14:52

Hello, ElenHub,

FTP directory is empty – https://prnt.sc/jWt5U_ihLv3c Please check the destination folder of our user, or ask your hosting provider for help with this, we need access to your WP installation.

Kind Regards,
8theme team

#372141 Copied

vuvuvu

Participant

October 31, 2023 at 15:11

Thanks for your help.
I would like to point out that now the full description can be seen…
in the customization of the theme…
but…
It still doesn’t show up when I’m on the product page and click on the preview.
To solve it I had to activate the “single page builder” (which I had not activated) and only then was the preview seen everywhere in the backend.
I’m saying this in case it might be of help to others.
Thank you for your precious help.
???

#372146 Copied

Rose Tyler

Support staff

October 31, 2023 at 15:44

Hello, ElenHub,

Thank you for letting us know.
We did nothing because have not got correct access to your site, but we are glad that you’ve found a workaround. This bug will be fixed in the next theme update.
Have a nice day.

Kind Regards,
8theme team

#372156 Copied

ElenHub

Participant

October 31, 2023 at 17:14

Now access is open

Please contact administrator
for this information.

#372171 Copied

Rose Tyler

Support staff

October 31, 2023 at 19:31

Hello, ElenHub,

Thank you for FTP access, we need correct wp-admin access also. Please provide them – https://prnt.sc/4IvujjbcpNZ8

Kind Regards,
8theme team

#372180 Copied

ElenHub

Participant

November 1, 2023 at 10:51

I’m sorry, I created an account but didn’t save it. Now everything should be ok. I checked.
Try it. The login and password are the same.

#372216 Copied

Rose Tyler

Support staff

November 1, 2023 at 13:41

Hello,

Fixed. Please clear cache and check now.

Kind Regards,
8theme team

#372227 Copied

ElenHub

Participant

November 2, 2023 at 09:35

There is no caching plugin on the our web site yet, so I updated the cache on the server.
Unfortunately, I don’t see that the problem is solved. I am attaching a screenshot, where there is still no section on the product page for a full description of the product.

#372301 Copied

Rose Tyler

Support staff

November 2, 2023 at 09:51

Hello, ElenHub,

We do not see any screenshots from you. Could you provide the mentioned screenshot one more time?
Here is what we see on your site – https://prnt.sc/OjDCSoQlEEhk Isn’t it correct?

Kind Regards,
8theme team

#372304 Copied

ElenHub

Participant

November 2, 2023 at 10:07

Screenshot:

Please contact administrator
for this information.

#372309 Copied

ElenHub

Participant

November 2, 2023 at 10:10

There is a full description on the front end, but it is not on the back end! In the admin panel on the product page there is no “full description” section to be able to edit there.

#372310 Copied

Rose Tyler

Support staff

November 2, 2023 at 10:38

Hello, ElenHub,

Thank you for your response.

This is not a bug. In case the description was edited using Elementor, you need to click here https://prnt.sc/j77mIjyQhiyH to be able to see and edit it. This is independent of our theme and is related to Elementor. You can activate any other theme and check, this behavior is standard and correct.

Kind Regards,
8theme team

#372317 Copied

ElenHub

Participant

November 2, 2023 at 11:07

It’s clear. But I must note that this is very inconvenient when editing a product: you edit 90% on the backend and for rest 10% only to edit the full description you have to go to Elementor. Especially for website owners who will then introduce new products and have not been trained in working with Elementor. I know a lot of sites made with Elementor, but at the same time having a “Full Description” section, for example https://prnt.sc/Tch9XAKZM6Qc Therefore, the last question – you can make it so that in this topic the entire product is completely edited in the admin panels?

#372321 Copied

Rose Tyler

Support staff

November 2, 2023 at 11:12

Hello, ElenHub,

Yes, this https://prnt.sc/Tch9XAKZM6Qc is visible till you edit the description using Elementor the first time, for example, please create a new product on your site and you will see https://prnt.sc/EPXi8xD_HURO
We should repeat that this situation is independent of the theme, you need to contact Eleemntor support if you want to discuss this behavior further.

Kind Regards,
8theme team

#372323 Copied

ElenHub

Participant

November 2, 2023 at 11:25

I thought your template did not include a full description at all, since ALL demo products did not have this section. Now everything is clear. Thanks for the clarifications.

#372327 Copied

Rose Tyler

Support staff

November 2, 2023 at 11:52

Hello, ElenHub,

You’re welcome!
Have a nice day!

Kind Regards,
8theme team

#372331 Copied
Tagged: backend troubleshooting, best selling woocommerce, best woocommerce themes, missing description fix, woocommerce backend solutions, woocommerce theme fixes
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