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There is a display problem on mobile screen since the last update

This topic has 31 replies, 3 voices, and was last updated 2 years, 6 months ago ago by Rose Tyler

MarkStore

Participant

July 6, 2022 at 13:35

Hello,

Since the last update, I have display problem on mobile device (in my case on Iphone, I try on different iPhones with different iOS version)

On the shop page (which is my homepage also), and also archive pages, when you click on a product and then come back to the shop page, some products disappear when you scroll down or scroll up, and then the page freeze and I cannot click anywhere.
To see the problem, you have to click on some products and then come back to the shop page and then scroll back or up very quickly.
This problem doesn’t exist on desktop.
If you check my website using developer tools on desktop with an iPhone view, there is no problem.
So you have to check using a real mobile device (Iphone will be best)
Can you take a look and see the problem please?

You can find screenshots, WP admin access and ftp access inside the Private content area .

Regards

Please, contact administrator
for this information.

#329014 Copied Theme version: 8.2.2 WooCommerce version: 6.6.1

30 Answers

Rose Tyler

Support staff

July 7, 2022 at 13:12

Hello,

1/ Try to disable all the third-party plugins (including cache plugins), that do not come bundled with XStore https://www.8theme.com/documentation/xstore/plugins/included-plugins/ , clear the cache of the browser, and check then. Maybe one of the additional plugins is a reason for the problem.
2/ You have custom CSS and changes in files of child theme. Please check how it works when custom code is commented / temporarily removed.
Let us know results.

Regards

#329111 Copied

MarkStore

Participant

July 10, 2022 at 06:27

Hello,

Thank you for your answer.

I tried the solutions you gave me but unfortunately the problem still exists.

1/ I disabled all the third-party plugins (including cache plugins), except xstore core/elementor and woocommerce, and then enabled them one by one to find the culprit but the problem remains.

2/ I temporarily removed custom CSS inside the Theme Custom CSS of child theme.

3/ I temporarily removed additional custom php action (add_action) in the functions.php file of child theme.

Despite all of this, the problem is still here. I have cleared the cache of the browser each time.

Do you think it has something to do with PHP version or memory limit?
PHP version is the newest one, PHP8.1.
And memory limit is quite high, set to 2048M.

Is there something you can do please?

Regards

#329271 Copied

Olga Barlow

Support staff

July 11, 2022 at 18:21

Hello,

PHP memory limit should not give such issue.
Could you please enable the default WooCommerce theme Storefront and check how the shop page looks with the default theme if you use back to the shop page option?

Regards

#329371 Copied

MarkStore

Participant

July 12, 2022 at 14:15

Hello,

I have enabled the default WooCommerce theme Storefront and checked it.
There is no problem with this theme, everything is smooth and fast.
(on the other hand the Storefront theme design layout is very ugly and lacks settings. Your Xstore theme is far better!)

So I tried to replicate my method on mobile, which is: first, click on a product, and then back to the shop page and scroll very quickly up and down, and there is no problem at all.

When I disable the Storefront theme and enable again the Xstore theme (child theme), unfortunately the same problem comes back again on mobile..

Can you help me please?

(I disabled the Storefront theme but it is still under Appearance > Theme.
You can try by yourself if you need to check)

Thank you,
Regards

#329450 Copied

Rose Tyler

Support staff

July 13, 2022 at 07:04

Hello,

Thanks for the reply.
You mentioned that the problem appeared since the latest update, do you have a staging site (full copy of the existing one) where you will be able to set up the version that you used before the update? We ned to compare and tests some things there.
Waiting for your reply.

Regards

#329526 Copied

MarkStore

Participant

July 13, 2022 at 07:21

Hello,

Thanks for your reply.

Unfortunately, I don’t have a staging site, I’ m using the actually website as a kind of staging/testing site because it’s still on production and it is password protected so none of my clients knows about it.

I was thinking to create a real staging site just before I officially launch my website, but with this problem I cannot launch it because 90% of my clients are using mobile to see my website.

And as a backup, I only have the last 3 backups (1 backup every day), so I don’t have a backup before the latest update of Xstore, sorry..

So if you need to do some test on my website, there is no problem, you can do it directly.

Waiting for your reply,
Thank you.

Regards

#329535 Copied

Rose Tyler

Support staff

July 13, 2022 at 07:43

Hello,

Thanks for the reply.
Please let us know from which version number the update was done.

Regards

#329539 Copied

MarkStore

Participant

July 13, 2022 at 08:22

Hello,

Usually, when an update comes out, I always wait at least a week or 2 before updating the theme. (in case something goes wrong and you release a patch some days later)

So it’s possible that when updating the theme, there were already 2 new updates.

Also, I’m not working on my website every day so maybe the problem was here before the last update in June and I didn’t see it because I was only checking the desktop version on my computer.

I remember that I have checked my site on mobile on May, and there was no problem at that time.

The last time I checked on mobile was end of June and I saw the problem appeared.

So I can say safely say that last version of Xstore that worked fine on the mobile version was the version 8.1.5 / May 03, 2022.

The versions released after May 03, 2022 may have caused the problem on mobile, but I only realized it on end of June checking the mobile version.

So, you can compare the version 8.1.5 / May 03, 2022 with my actual version.

(Is it a way to rollback to the theme version 8.1.5 released on May 03, 2022 ?)

Hope it can helps.

Regards

#329543 Copied

Rose Tyler

Support staff

July 13, 2022 at 15:22

Hello,

Usually, when an update comes out, I always wait at least a week or 2 before updating the theme. (in case something goes wrong and you release a patch some days later) – yes, you are right.

Please download the theme (8.1.5v) and Core (4.1.5) – https://dropmefiles.com.ua/en/aUZyvf4A and install them on your site, check if the problem persists. Let us know the result
Do not forget to create a full backup before the update.

Regards

#329576 Copied

MarkStore

Participant

July 14, 2022 at 10:04

Hello,

Thank your for your answer.

Before installing the old theme, do I have to delete first the latest theme?
Also, I’m using the child theme. Do I need to delete it also?
Also for the core plugin, do I have to delete the old one first?

Can you please explain the procedure to me?
(Sorry, it’s the first time I test a rollback)
Thank you,
Regards

#329629 Copied

Rose Tyler

Support staff

July 15, 2022 at 07:37

Hello,

we made downgrade by ourselves
admin – https://prnt.sc/Y1P_Z91oejT7
ftp – https://prnt.sc/jcwRKWkwZQl7 and https://prnt.sc/342vB_ykMRM-

Please, clear the cache and check if the issue persists. Let us know results.
If you want to know steps of “How to downgrade XStore?” – we will write a list of steps in next answer

Regards

#329744 Copied

MarkStore

Participant

July 15, 2022 at 11:42

Hello,

Thank you very much, it helped me a lot.
It work perfectly now.
The problem is gone.

What’s next?
Is it ok to upgrade to the latest version now?
Theme: from version: 8.1.5 to version: 8.2.3
Core Plugin: from version 4.1.5 to version 4.2.3

Thank you,
Regards

#329772 Copied

Rose Tyler

Support staff

July 15, 2022 at 16:50

Hello,

We’ve installed 8.2 version now. Please do one more test from your mobile and let us know the result.

Regards

#329809 Copied

MarkStore

Participant

July 16, 2022 at 06:42

Hello,

Unfortunately, now the problem is back. (I have try 2 times and also cleared the cache)

#329828 Copied

Rose Tyler

Support staff

July 16, 2022 at 08:10

Hello,

Thanks for your reply. Our dev team still working on debugging the problem.
Installed theme 8.1.6v and 4.1.6v core plugin. Please, check now on your mobile and let us know

Regards

#329831 Copied

MarkStore

Participant

July 16, 2022 at 08:19

Hello,

Thanks for your reply.

Theme 8.1.6v and 4.1.6v core plugin is working fine.
There is no problem on mobile.

#329832 Copied

Rose Tyler

Support staff

July 16, 2022 at 09:33

Hello,

Thanks for letting us know.
Please go to Theme Options > WooCommerce > Shop > Shop page layout > Sidebar Position For Mobile > change Off-Canvas to something else.
Do the test one more time.

Regards

#329833 Copied

MarkStore

Participant

July 16, 2022 at 12:14

Hello,

Thanks for your reply.
You’re right.
If I change the Sidebar Position For Mobile to TOP or DOWN, it works fine. No problem.
But when I change to Off-Canvas, the problem is back.
( but I want the Off-Canvas position for my site)

Regards

#329842 Copied

Rose Tyler

Support staff

July 16, 2022 at 13:48

Hello,

we returned back to the latest version of theme and core plugin
but we need few more steps from your site to check (sorry but we are looking for the problem in such way only)
1/ Check if the sidebar off canvas on shop mobile will be disabled (like in previous task we sent before)
If there is no problem if not canvas sidebar on mobile please,
2/ enable mobile canvas but disable sticky sidebar and check again

Hope steps are described in correct way for understanding.

Regards

#329846 Copied

MarkStore

Participant

July 16, 2022 at 14:35

Hello,

I checked and here are my results: the problem is still here.

1/ Check if the sidebar off canvas on shop mobile will be disabled (like in previous task we sent before)

I disabled the sidebar for mobile > I turned ON the [ Hide Sidebar For Mobile Devices] toggle button.
Result: the problem is still here.

2/ enable mobile canvas but disable sticky sidebar and check again

I enabled the sidebar for mobile > I turned OFF the [Hide Sidebar For Mobile Devices] toggle button.
I disabled sticky sidebar > I turned OFF the [Enable Sticky Sidebar] toggle button.
Result: the problem is still here.

Hope it helps.

Regards

#329848 Copied

Rose Tyler

Support staff

July 18, 2022 at 16:11

Hello dear Mark,

Thanks for details of your testing but your latest test versions were wrong even when we described what to test.
So we decided to write one more time for you in most deep details we could.

If you check your answer where you found the main reason -> https://www.8theme.com/topic/there-is-a-display-problem-on-mobile-screen-since-the-last-update/#post-329842
You changed the Sidebar Position For Mobile to TOP or DOWN, and it works fine. = that is what we are asking you to test with latest theme version now to find out if the problem is really in that option.

After we asked you twice you used wrong testing methods

Instead of to change the Sidebar Position For Mobile to TOP or DOWN. You did =
“I disabled the sidebar for mobile > I turned ON the [ Hide Sidebar For Mobile Devices] toggle button.” = that is not what we asked you for.

More details are below:
Please, change this option (https://prnt.sc/2q5FlqoPFtby) to TOP or BOTTOM value and check the problem then. Don’t forget to clear cache.

ONLY if the problem was solved after previous task (TOP or BOTTOM sidebar value was fine for you) then check if the problem will be with next options
Sidebar Position For Mobile (OFF-CANVAS value) + Enable Sticky Sidebar (disabled) – https://prnt.sc/2vLan8V-Gi96

Waiting for your feedback !
We hope we provided you most deep details and you will give us a good test result !

Regards

#329946 Copied

MarkStore

Participant

July 19, 2022 at 03:52

Hello,

Thank you for your reply.

I’m very sorry for the misunderstanding.

1/ I changed the sidebar position to TOP and it works. The problem is solved.

So I checked the next step:

2/ I changed the sidebar position to OFF-CANVAS + disabled Sticky Sidebar. The problem is back.

Hope it helps!

Regards

#329987 Copied

Rose Tyler

Support staff

July 19, 2022 at 14:23

Hello,

We tried to check the issue from our side, but unfortunately, it was not found. Do you have a specific version of iphone maybe or anything else?
We sent you a video in private area that shows what we see while trying to find at least one time that issue on your site.
Would be good to watch the video from your side, maybe some steps are missed by us on testing.

Regards

Please contact administrator
for this information.

#330041 Copied

MarkStore

Participant

July 19, 2022 at 14:58

Hello,

Thank you for your reply.

I don’t know what happened, but it works perfectly now.
The glitch just disappears.

Well, thank you very much for your support and sorry for keeping you checking my site for several days. I really appreciate.

Now, can I safely delete the previous useless theme versions, and also the previous useless core plugins?
And keep the latest versions below:
Theme Version: 8.2.3
Core plugin: Version 4.2.3

Regards

#330043 Copied

Rose Tyler

Support staff

July 20, 2022 at 07:21

Hello,

Yes, you can.
You’re welcome!

Regards

#330070 Copied

MarkStore

Participant

July 20, 2022 at 07:48

Hello,

I’m trying to delete the previous useless theme versions 8.1.5 / 8.1.6 / 8.2 on my WP dashboard, but I can’t delete it.

There is an error saying:
” Deletion failed: The requested theme does not exist.”

Do you know how can I delete it?

Regards

#330076 Copied

Rose Tyler

Support staff

July 20, 2022 at 12:16

Hello,

Done, removed directly using FTP.

Regards

#330092 Copied

MarkStore

Participant

July 20, 2022 at 14:14

Hello,

Thank. you for your help.

I noticed that since you installed and activated the old versions of the theme from the 16th of July, my WP dashboard has slowed down drastically.

Indeed, I received 2 automatic messages from WordPress saying that they have detected a fatal error with the theme Xstore.

I received this message 2 times, on 16th and 17th.

Please see the messages on the Private content area.

Could you please help and fix the problem?

Thank you,

Regards

Please contact administrator
for this information.

#330102 Copied

MarkStore

Participant

July 21, 2022 at 04:42

Hello,

That’s ok , it’s returned as normal now.
Thank you for your support!

Regards

#330125 Copied
Tagged: display, mobile, problem, screen, themes, update, woocommerce, wordpress
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