Hi,
I’m having difficulty with our site following install of the latest update of Cornerstone and ThemeX.
I have purged the local and CDN caches a few times.
My issues are:
Can you please help? I’ll PM you a URL.
Gav
Hi There,
Thanks for writing in!
Please find my answer for the three points.
.x-nav-tabs br, .x-tab-content br {
display: none;
}
Search tool not responding
Please remove all custom JS if you have on the site and check if that fixes your issue, also you can check for any plugin conflict by disabling all third party plugins one by one.
Favicon not displaying
Please reupload the fav icon and let us know if that works.
If those points didn’t help please send us your website login details in a secure note so that we can have a look.
Thanks
Hi,
Thanks for your response. Unfortunately the fixes provided do not work (have not tried favicon yet), and we have discovered additional display issues with the site since the updates.
It’s very strange that line breaks have been added to our code. In fact, ALL shortcode and headings across our (now quite extensive) site appear to be adding line breaks since the latest update, so removing shortcode and re-entering is nota viable fix. Line breaks appear in:
Also, when you mouse scroll over the menu, the display “locks” and will not disappear, meaning the user cannot view the page.
I am sure you appreciate how frustrating this is for us and our clients and I sincerely hope you can us help fix these issues as they did not exist prior to the updates.
I will send a PM with login details.
Regards
Hi, gavgeorge,
In such cases I usually go to X > Settings and click on the Clear Style Cache button and the front end related problems is fixed. But I tested that after you gave the login information but it did not work.
It seems that the update is corrupt and it is not working correctly on your installation. I suggest that first of all, you restore a backup of the previous version at the moment (If you do not have a backup, the hosting service providers have them periodically), to have your live website fixe at the moment.
Then please duplicate the website to a staging server and follow the steps below:
Kindly get back to us with the result.
Thank you for your patience and we are sorry for the inconvenience, rest assured that we will do our best to help you regarding this matter.
Hi Christopher,
We are a small business that do not have the resources required for a staging server, and I image this is the case for many of your customers. We simply do not have the resources available for your required fix.
Given that we agree it was the Themeco update that caused these issues, I am relying on you to fix them.
Please escalate this ticket to the next level of support so we can correct these issues ASAP.
Regards
Hello There,
I have logged in and checked your site:
Accordion layout is out of alignment
– This happens because of the way you have inserted the shortcodes which I though it was a shortcode. It turns out that you are using a custom template for the talent post. Could you please provide the code of the single-talent.php file? The issue is in the way those tab contents is inserted in the content of the page.
Search tool not responding
– Search icon is now responding. There was a bug if 6.1.1 which has affected the search icon. You have already updated to 6.1.3 which is why it is already working now.
Favicon not displaying.
– The favicon was wigrated to native WordPress “Site Icon” settings for cleaner brand management. You may need to re insert the favicon image again in Appearance > Customize > Site Identity.
Hope this helps.
Hello,
I can supply the single-talent.php file however the issue is not as per your statement…
…because
a) this shortcode worked perfectly prior to the update, and importantly,
b) as stated previously, the accordion is not the only shortcode affected by the update.
To reiterate, it appears ALL shortcode has been affected. For example our homepage has been thrown out of alignment, (content bands with additional background being displayed, counter shortcode out of alignment as per accordion).
It seems EVERY page on our 500+ page website has been affected by the update.
I can provide any additional pages/code required but do not believe this is a viable solution.
Can you please provide a fix for ALL the issues caused by the update ASAP.
Regards
Hi @gavgeorge,
Before we continue, please restore your site to the previous version when it still works. Then clone your site as staging and do the update and troubleshooting. Never update a live site without testing it, updates are provided so the user could try it and it’s not mandatory to always push it to live environment.
Then we’ll have checked it in the staging, troubleshooting could take time so it will affect your live site if not done through staging.
Thanks!
Hello,
This issue would be much easier to resolve if support read the entire thread. As previously stated we are a small business and like many of your clients do not have the resources to create a staging environment.
Your comment “Never update a live site without testing it” does not appear in the update notes. This may be easy for a developer but not achievable for a small business who is not a website specialist and does not have the funds to hire a developer.
One of the main attractions to X Theme is the level of support you attest to provide. Do you not have a duty of care to provide support to all clients, not just the easy-fix issues?
You have a customer that is in urgent need of your help, not a lecture on your interpretation of best practice.
We need you to help fix this urgently.
Regards
Hi,
Something is adding empty <p> and <br> which I could not seem to replicate on my end.
We’ll forward this to our web development team for review.
For a temporary solution try adding the code below in your child theme’s functions.php file.
function remove_empty_p( $content ) {
$content = force_balance_tags( $content );
$content = preg_replace( '#<p>\s*+(<br\s*/*>)?\s*</p>#i', '', $content );
$content = preg_replace( '~\s?<p>(\s| )+</p>\s?~', '', $content );
return $content;
}
add_filter('the_content', 'remove_empty_p', 20, 1);
Hope that helps
Hi Paul,
Thanks for the reply. Our site host has restored the plugin folder “cornerstone” and wp-content/themes folder from a previous backup and all site functionality has now been restored.
Can you please keep me updated on the web dev team’s review as we will not be able to apply any updates from X Theme until a fix is applied.
Regards
Hi @gavgeorge,
This is a strange case. It seems that the update causes the additional <br> and <p> tags, but it is not happening to others. So please stay tuned for the upcoming release and meanwhile our dev guys may get back to you and ask for help to check the process and see why this is happening for you.
Thank you.
Hi there,
We’ve pushed out X 6.1.4, and Cornerstone 3.1.4 which includes relevant fixes for this issue. You can remove any temporary changes you’ve made to address the problem and update to the latest version. Let us know how it goes!
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