Problem with header builder layout

Support
#1

Hi i have a problem with the Pro header building on bootuitjes.nl

When you look at the preview of a header it looks fine: http://prntscr.com/jpwzpx
But when you click on edit all the layout is gone: http://prntscr.com/jpx009

What can couse this problem? Also since the last update the header is acting strange. If you scrol down on the bootuitjes.nl website and scroll back up fast the menu disapears .

Can you guys please help out. Thanks

#2

Hi @dok1810,

Thanks for writing in.

Hmm, this needs login credentials for further checking. Would you mind providing them in a secure note?

And for the meantime, please make sure to clear your site’s caches. And make sure to clear the style caches in Admin > X or Pro > Settings

Thanks!

#3

Hi @Rad,

Thanks for the reply. I cleared the style caches and already cleared the website caching. But this does not solve the problem.

I included the credentials. Thanks for the help

#4

Hey David,

Your custom widget in your first bar is causing the issue because of the script it introduces. I removed it and the builder layout was fixed.

You need to contact the widget developer to fix the error.

Thanks.

#5

Thanks for the feedback. Great help

The second part of the question is still not solved.

If you scroll fast down and up on the site the menu disapears. See example: https://drive.google.com/file/d/1KsKKZmDDdfDGh3jugKL0loF0-TtcA1nJ/view

What can couse this problem?

#6

Hi @dok1810

I’ve checked your website and I can see this issue as well, most probably it could have something to do with “Trigger Offset” option you set for the third bar, meanwhile I’ve reported this issue to our dev team for further investigation.

Thanks.

#8

Hi there,

I’m sorry about this. I was trying to install a patched version on your site but it looks like the upload is failing for some reason.

I’ve added a download link where you can get this version of Pro: https://www.dropbox.com/s/dnjihbw80bb7gen/pro-2.1.4-dev-94aa73c.zip?dl=0

2.1.4 is now live which includes the code to address this. If you add FTP credentials we can get it installed for you.

#9

@alexander,

Thank you for the pached version. I saw the e-mail first and downloaded it from dropbox. Do you advise me to overwrite it with 2.1.4.?

I very much appreciate all the work you guys do and I love the fact that you almost always solve our problems. What i do not like is that you broke our site without me even knowing you guys might make some changes. This is a live site with daily sales and with very good SEO. If i had seen this in a few days it might have cost us a lot of money. So please be careful.

But thanks for the help. The problem is sort of solved. The menu still disappears, but it comes back after 0.5 sec.

#10

Hey @dok1810,

I see the issue. I’ll post this in our issue tracker so our lead developer would be made aware.

I’m sorry I removed the code from your header. My intent was to clearly show to you that the code was the cause of the issue. I should have posted it back. But, troubleshooting a site requires us to do some changes though so you should expect that next time. And, with that, there is a risk that we might forget to return something to its original state. This is the reason why it is strongly recommended that you only give us access to staging environment only and/or have a complete site backup to revert to.

Thanks.

#11

@christian_y,

Thank you for your reply. I was not talking about you changing my header, sorry for the misunderstanding. @alexander tried to upload a new version of X to my server, but because that did not work there was no working version of X on the website. So the website stopt working.

So it was not something you did Christian, but thanks for the feedback.

#12

I apologize for the downtime. This was certainly not my intention and I’m sorry for any loss of traffic you had.

Would you mind trying to increase the offset from 220px? We were able to correct the issue so the bar never gets stuck, but the flickering is happening because Bar #2 can not unstick until Bar #3 completes it’s animation. If we give that a bit more time it should help us avoid this problem.

#13

@alexander,

I tried to change it from 220 to 350 and decrease it to 110, but every setting keeps the flickering

#14

Hi David,

Thank you for the information. Would you please make a complete backup of your website and update the theme to version 2.1.5.

After that, would you please copy your header and add a test page and assign the new header to the test page so that we can test the issue without having a conflict with your website main pages?

The one that I suggest that you test is to temporarily remove the 3rd bar and test the case, I want to make sure if it is related to the 3rd bar.

Thank you.

#15

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