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Posts
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Dear X support team, It’s a kind request for help. I have recently activated X theme and today noticed that it loads perfectly on desktop, but the site doesn’t load on tab or mobile. Is there a special place, where I have to activate responsiveness? I’ve read that this theme is automatically responsive. Maybe there is something wrong at the other end? Thank you in advance)
My website is: mytriphack.com
#Update. I’ve activated Jetpack now as a temporary solution, however I hope you can help solving this, because I’d like to go with X theme mobile version))
#Update2 I don’t know if attached screenshot is of any help, but without jetpack plugin, google responsive test gives me the following message
#Update3. It was because of the w3 total cache. I deactivated it. I will look how to make it work. If you have any advice, please suggest.
Hi Natalia,
Thanks for writing in!
I’ve just checked the site and it appears to be responding correctly now, so when W3 Total cache was activated, the site wasn’t responsive at all?
Could you post a screenshot of the settings you had with W3 Total Cache, we have quite a few members using W3 Total Cache without any problems, so I’d love to take a closer look at this for you. 🙂
Thanks!
Hello Jack,
Thank you for your answer and help.
Yeap, that’s right, whenever W3 total cache is activated, the website was loading only on desktop, but not mobile or tab version.
Please find attached screenshots from general settings and page cache. Please advise if any additional screenshot is required.
Warm regards,
Natalia.Hi there,
Your site is loading okay on my mobile and it’s responsive. I also checked it from google mobile test and it works.
Please clear your cache and disable it temporarily. And clean your mobile browser’s cache too.
Thanks!
Dear Rad,
It loads okay, since I have disabled W3TC after I faced the issue. To provide you with screenshots, I have enabled plugin for 5 min. Whenever W3 total cache is enabled this test gives results as in screenshot 8 that I’ve provided initially. Attaching it again for your convenience)
I’m enabling W3TC whenever I do any updates on the site to clean cache, then disabling it again.
Warm regards,
Natalia.Hi Natalia,
Please follow the settings outlined on the link below for w3 total cache.
https://community.theme.co/kb/performance/
Exclude the theme css and js from minification. No need to minify those as they are already minified.
http://screencast.com/t/GyNcpmkzp
Then clear plugin cache and check again.
Hope that helps.
Dear Paul,
Thank you for your answer.
I have disabled minification and cleared all caches, the website still doesn’t render. Maybe there is another issue, than minification?
Hi,
Would you mind providing us with login credentials so we can take a closer look? To do this, you can make a post with the following info:
– Link to your site
– WordPress Admin username / password
– FTP credentialsDon’t forget to select Set as private reply. This ensures your information is only visible to our staff.
Hi Natalia,
Thank you for providing your login credentials.
Upon checking, It looks like an issue with w3 total cache plugin. Regretfully, we cannot provide support for third party plugins or scripts as our support policy in the sidebar states due to the fact that there is simply no way to account for all of the potential variables at play when using another developer’s plugin or script. Because of this, any questions you have regarding setup, integration, or troubleshooting any piece of functionality that is not native to X will need to be directed to the original developer.
Thank you for your understanding.
Thank you, Paul for your time and help! Though it came out, the problem is not really related to the theme, but to the plugin itself, thank you for looking into it 🙂
Have a great day!
Natalia
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