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Urgent Assistance Needed: Product Archives Missing from Store

This topic has 12 replies, 2 voices, and was last updated 1 months, 1 weeks ago ago by Rose Tyler

Crispy123

Participant

March 15, 2025 at 00:01

Dear XStore Support,

We have recently noticed that all product archives have disappeared from our store. There are no single products available, and everything has been removed from the shop. Please see the attached screenshot for documentation of the issue.

This is an urgent matter, and we need immediate support to restore our products to the store. Kindly let us know how we can resolve this issue as quickly as possible.

Thank you in advance for your prompt assistance!

Best regards,
Daniel Wingender
Managing Director, CrispyCards

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#437387 Copied Theme version: 9.4.8

11 Answers

Rose Tyler

Support staff

March 15, 2025 at 08:32

Hello, Crispy123,

Thank you for reaching out to us. We understand the urgency of the issue.

1/ Please downgrade the PHP version from 8.1 or 8.2. Not all plugins are compatible with your current version!

2/ We recommend that you disable all third-party plugins that are not included with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

Best regards,
8Theme’s Team

#437403 Copied

Crispy123

Participant

March 15, 2025 at 10:58

Hello 8Theme Team,

Unfortunately, the suggested measures did not resolve the issue. Our website is still down, and we are losing revenue.

We urgently need a solution and cannot afford to wait several more hours for a response. We have specifically upgraded our support plan again to receive faster assistance. Please address this issue immediately.

Thank you for your prompt response!

Best regards,
Crispy123

#437417 Copied

Rose Tyler

Support staff

March 15, 2025 at 11:34

Hello, Crispy123,

The issue has been fixed. Please check it now.

We have reviewed your situation in detail and identified that you had two plugins activated simultaneously – Pro Elements and Elementor Pro. Please note that the Pro (paid) version takes priority over the free version.

Upon further investigation, we accessed the Templates section via the admin panel and noticed that your templates were in draft status. When attempting to edit them, the content appeared empty. As a next step, we changed the template status to Published, but this did not immediately resolve the issue.

We continued testing and discovered that when Elementor Pro is activated, the product archive is missing. However, when we deactivate Elementor Pro and activate only the Pro Elements plugin, the issue is resolved.

At this point, we recommend verifying that the Elementor Pro version installed on your website is genuine (not pirated) and up to date. If you prefer to continue using Elementor Pro instead of Pro Elements, we suggest reaching out to the plugin’s official support team for further assistance.

Additionally, please note that activating both plugins simultaneously is not necessary and may cause conflicts.

We hope this information is helpful.

Best regards,
8Theme’s Team

#437421 Copied

Crispy123

Participant

March 17, 2025 at 13:06

We are facing an urgent issue with our website CrispyCards. Whenever we activate Elementor, the website goes down immediately, and none of the functions are working.

The site becomes completely unresponsive once Elementor is activated.
We are unable to load or interact with the site when Elementor is active.
The website works fine when Elementor is deactivated, but without the builder, we cannot make any edits.
This is a critical problem, and we need immediate assistance to resolve it. Please help us investigate and fix the issue as soon as possible

#437574 Copied

Rose Tyler

Support staff

March 17, 2025 at 13:14

Hello, Crispy123,

Could you please confirm whether you installed a new plugin before the issue occurred?

We recommend that you disable all third-party plugins that are not included with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

Best regards,
8Theme’s Team

#437577 Copied

Crispy123

Participant

March 17, 2025 at 13:33

Hello 8Theme Team,

We have disabled all third-party plugins that are not included with XStore and cleared the browser cache. Unfortunately, the issue still persists.

Elementor Pro is still not working, and all website features remain unavailable. Please let us know what further steps are needed to resolve this issue.

Thank you for your support.

Best regards,
Crispy123

#437580 Copied

Rose Tyler

Support staff

March 17, 2025 at 13:39

Hello Crispy123,

At this point, we recommend verifying that the Elementor Pro version installed on your website is genuine (not pirated) and up to date. If you prefer to continue using Elementor Pro instead of Pro Elements, we suggest reaching out to the plugin’s official support team for further assistance.

At the moment, we do not see any indications that the issue is caused by our theme. Therefore, we advise you to continue troubleshooting with the developers of the Elementor Pro plugin, which you have purchased.

Best regards,
8Theme’s Team

#437584 Copied

Crispy123

Participant

March 17, 2025 at 13:45

ello 8Theme Team,

We are facing a critical issue where almost all images are missing from the database, and the Theme Builder is no longer functioning properly. We urgently need your assistance with this matter.

We have specifically purchased the support to resolve issues like this, and we are relying on your expertise to help us get the site back up and running.

Please try to help us resolve this issue as soon as possible.

Looking forward to your prompt response.

#437587 Copied

Rose Tyler

Support staff

March 17, 2025 at 14:11

Hello Crispy123,

1. You have not confirmed whether you are indeed using a cracked plugin. Please note that if you are using a pirated version, we cannot take any responsibility for its functionality.

2. Regarding the missing images, this issue is unrelated to the theme. You may try restoring them from a backup. If you have not created any backups, we recommend reaching out to your hosting provider, as they may have one available.

3. The builder is not functioning, possibly because you are using the plugin we previously warned you about a few days ago.

Additionally, it is unclear why you require Elementor Pro when the free version of Elementor works well. However, if you prefer to use a third-party plugin, we have already provided guidance on where to seek support.

4. Please note that our support is dedicated exclusively to our theme. The issues you are experiencing are not caused by our theme, and therefore, they fall outside the scope of our support.

Best regards,
8Theme’s Team

#437593 Copied

Crispy123

Participant

March 17, 2025 at 14:45

Hello 8Theme Team,

Thank you for your reply.

We want to clarify that the issue is related to the Elementor Pro plugin and its compatibility with our setup. We have been using Elementor Pro for a long time and it has always worked fine. In fact, Elementor Pro is a plugin you also recommend for use with your theme, and we have followed all of your suggested steps to troubleshoot this issue.

However, when we now try to access a product page (see the attached screenshot), we encounter a technical problem, and the product cannot be properly loaded.

The issue appears to be directly linked to Elementor Pro, and we need a solution to resolve this, as it is preventing our customers from accessing products and making purchases.

Please advise on the next steps or possible solutions, as we have already invested time in troubleshooting without success.

Best regards,
Crispy123

Please contact administrator
for this information.

Files is visible for topic creator and
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Rose Tyler

Support staff

March 17, 2025 at 15:23

Hello,

We would like to reiterate that your issue is not related to our theme.

You mentioned that you had disabled third-party plugins; however, it appears that this was not the case. The WooCommerce status logs indicate an issue caused by a third-party plugin, as shown in the following report: https://prnt.sc/5jQOUDfdvFiM

To assist you, we have temporarily deactivated the plugin identified in the error message—Germanized —on your website. As a result, the single product page is now displaying content without the critical error.

We kindly recommend that you reach out to the support team of the respective plugin for further assistance in resolving this issue.

Best regards,
8Theme’s Team

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