Mobile version of my site not loading

Support
#1

Hey. I”m getting multiple errors when trying to load the mobile version of my site. Trying to figure it out. Don’t really know. Some help please. :slight_smile:

#2

Hi there,

Thanks for writing in! Please provide us with the URL to your site and also provide us with the error details to check.

Thanks!

#3

Heh. Sorry I forgot to put in the URL. I was at the Apple store having my laptop fixed and on the iPAd.

Problem is with mobile presentation. Works on iPad and desktop. Thank you very much.

#4

Hi again,

Please check for the following first:

  1. Ensure everything is up to date according to our version compatibility list at https://theme.co/apex/forum/t/troubleshooting-version-compatibility/195. Please follow the best practices when updating your theme and plugins. See https://theme.co/apex/forum/t/setup-updating-your-themes-and-plugins/62 for more details.

  2. Clear all caches including browser cache then deactivate your caching plugins and other optimization plugins.

  3. If you’re using a CDN, please clear the CDN’s cache and disable optimization services.

  4. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

  5. Remove custom CSS, Javascript and templates.

  6. Reset your htaccess file by renaming it to .htaccess-bak. Then in WP Admin Menu, go to Settings > Permalinks and just click the Save Changes button.

  7. Contact your host to increase your allocated memory or do it yourself by adding this code in your wp-config.php

define( 'WP_MEMORY_LIMIT', '256M' );
define( 'WP_MAX_MEMORY_LIMIT', '512M' );

Thanks.

#5

Okay. So … first off, the subsites in the network are loading fine on mobile, so I doubted that it was the network plugins. However I did the process regardless …

  1. Everything is up to date
  2. Cleared caches, and again, sub-sites are loading fine. Hosted on WPENGINE, this issue is new.
  3. Not using a CDN at this point. On WPENGINE.
  4. Deactivated all network plugins and all local plugins, issue persists
  5. Removed all custom CSS
  6. ** could not access .htaccess-bak as my laptop is in the shop and i’m on iPad. I doubt this is the issue, however, open to giving support access to Apex to FTP
  7. Is this necessary as the sub-sites are loading?

Is that enough? Would one of the technomancers at Apex check into this?

#6

Thank you for the tests.

Actually, this is a strange issue. I even had the problem when trying to check the about us page with normale Desktop Chrome:

I don’t think this is something related to our theme. but anyway kindly get back to us with the login information using a secure note to double check the case to see if we can find why this is happening.

Meanwhile, follow the steps mentioned here:

https://support.google.com/chrome/answer/95669?visit_id=1-636532387570305215-1062522084&p=e_awsnap&rd=1

Maybe the problem is the cookies, as mentioned in the article above. Also, it might be the heavy Javascript code causing the issue. You need to test this with all plugins disabled.

One other test is to change the theme from X to something else and see if the problem persists. Of yes then it is 100% something not related to our product.

Thank you.

#7

Yep. X-Theme related.

You know, I already tried with all the plugins disabled. PLus, the cookie & cache solutoin seems to be browser related, and I kept clearing the cache for iOS Safari when I checked.

#8

I gotta work on the site so changing back. Let me know what else I can do. You know recently there had to be some adjustments on the DB because of mixed content issues, though the sub-sites are coming up fine so I don’t know. Weird.

#9

Hey There,

I have checked your homepage in my phone and it crash the browser all the time. In my desktop, I used Safari and resize size the browser to simulate a smaller screen size, my desktop froze. When I checked the activity, the Safari browser consumed 12GB of my memory resources. This is something in your homepage that made this issue to occur. Please kindly disable some plugins you may have used on the home page or please create first another homepage with simple text and no videos. I am guessing that this issue has something to do with your video gallery.

Please let us know how it goes.

#10

Nope. Disabled ALL network plugins (again). Disabled ALL local plugins (again). Cleared cache on iPhone (again). No sliders, just text, nothing.

I am sending login information in effort to get this fixed.

(ah. actually I already did it further up on this thread)

#11

okay. I’ve done a bit of clearing plugins and some help from wpengine. The mobile site is showing now yet now the main site is NOT showing the carousel images on mobile.

… update - it just stopped working again. It’s … I haven’t found the pattern. Disabled plugins again and it’s still happening. Why did it start to function then break again?

#12

Hey @Peter_Fae,

The carousel not displaying is because you’ve set the Post Carousel – Screen Display for Below 549 Pixels screen size to 0. Setting it to 1 should fix the issue.

Regarding the loading issue, have you tried removing the slider from your page? I tried to do that but got this error which is related to your SSL setup. Please contact WP Engine for this and once that is fixed, please try removing the slider from your page. If it fixes the issue, try doing this troubleshooting steps from Slider Revolution and put your slider back in your page.

Thanks.

#13

Okay. This is where I get really frustrated.

Things are inconsistent. I realize that over there You all are dealing with many peoples websites and go through standard practices. Yet, it’s very frustrating for me to wait and be told to try the same things (disable all plugins, check version #, etc.) that are part of your standard dialogue with users. It’s all good, no disrespect to the excellent service at Apex, it’s just that I feel, much like the loading issue, that I’m in some kind of loop.

The reason being, I * have * removed the slider from the front-page. Also, I have addressed the http https issue. What is strange is that it seems inconsistent. At one point last night as I was troubleshooting the problem, the http https issue came up, suddenly and without previous occurrence. We then tried disabling and enabling plugins (specifically Paid Memberships Pro) to see if it did anything, and the problem vanished, yet I could not repeat it.

This was weird because previous to that moment, I wasn’t getting the http/https issue on the main site.

I get what you’re saying about the carousel being set to 0 which is just fine. My issue now is that the mobile problem has reappeared, despite the fact that it seemed to disappear last night, briefly.

So … I have tried disabling all plugins. I have tried enabling plugins. I have tried removing the slider. I have gone to Twentyseventeen in a vanilla install. I have tried flushing the cache. I have tried doing search & replace on aspects of the DB. I have tried loading OTHER pages from the site that are not the main page in a mobile browser, and I get errors. I have tried creating a homepage which has only text and get errors. I have an error log from WPENGINE that I’m working through. At the least, last night, however briefly, being able to load up the X-Theme on mobile showed some promise, yet after I got it done, it shifted back to the problem again.

This makes no sense to me and feels entirely inconsistent. And, we are moving to launch our publishing platform and I Must Have Mobile Working.

How can we solve this? And, is there any way that I don’t have to wait 24 hours for a reply, that things can happen a bit more quickly?

As always, thank you for your support. I’m sure You can imagine my confusion with this :slight_smile:

#14

UPDATE - Okay. I have removed most of the plugins on the FTP level, which produced the result of the mobile site showing up. While there are some issues in the error log related to SQL, they don’t seem to be affecting the display at this time. Also, the http/https issue seems to have resolved, and I am activating the membership plugin that I questioned was associated with it.

The Carousel issue has also been fixed, thank you for the information.

I am now considering, IF I want to hide the Carousel on mobile phones (I feel it may be distracting from my presentation), how would I do this only for the home page on iPhone-sized mobile?

I will open another ticket for this if necessary.

#15

Hi there,

Glad that you have managed to fix the issue. We totally understand the pressure and frustration as you are getting near your project deadline. Rest assured that we also here tried our best to help you regarding the situation as this problem was also new for us. So it seems that the problem was indeed because of plugin conflict of some sort.

Regarding the Posts Carousel, we can use the CSS approach if you only want to have the carousel hide on the homepage for mobile devices. The good thing is that in the generated HTML code of the theme the body tag has helper classes that will enable us to detect the homepage. So kindly add the CSS code below to X > Launch > Options > CSS:

@media (max-width: 767px) {
	.home-page .x-post-carousel {
		display: none;
	}    
}

a mobile device nowadays is considered devices with 767px and lower width. I used that in the code. But if you prefer to change the threshold you are welcomed to do in the code.

Thank you.

#16

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