Sophie Neveu

[Sophie Neveu]

Hi GenesisR,

Thank you for your message.

Maybe due to cache saving, I see it working correctly now:http://prntscr.com/f7wfjy

If you have any questions, please feel free to get back to us.

[Sophie Neveu]

Hi Daniel,

The latest version of the theme now has not been fixed about this error, therefore after having the theme updated, the error comes to you again.

We just fixed it on your site only.

Now we will fix it again and of course we will tell you what we did to make the change in the next reply.

Thank you for your patience!

[Sophie Neveu]

Hi buddy,

Could you please explain more about the problem you mentioned above? A screenshot of it would be easier.

Thank you!

[Sophie Neveu]

Hi buddy,

Finally we can find the cause for all, your current version is 1.1.4, but we’d released 1.5.0 version of the theme. An updating now is necessary for your site.

You will receive an email from TF about updating and you can see something news with update here: http://prntscr.com/f794bk

Thank you for your patience!

[Sophie Neveu]

Hi Nakaeshogo,

It was the International options setting in Outlook that was defaulting to Western European encoding and casuing the issue. Please make sure that all emails are always sent in Unicode (UTF-8) encoding as Outlook seems to always want to use the encoding that the email was sent in for any replies or forwards.

So not all recipients are seeing this issue. Have you required those who are experiencing the issue to check on their web mailbox and see if they still see the issue?

Problems with the display of strange characters in the message can be traced back to both the sender’s encoding setting, and the recipient’s current display settings in new message window.

Please also check the encoding setting in Outlook 2010 client, not only in GMail: File>Options>Advanced>International options, and then verify result again.

[Sophie Neveu]

Hi Genesisr,

I’ve tested on Samsung device and see it working properly, just please wait for loading.
It took a bit time.

[Sophie Neveu]

Hi Daniel,

We’ve fixed the error via FTP, but now we cannot test it via Admin site because you seemed to change the password.

Please test it and get back to us if the error still stays.

Thank you so much for your patience!

[Sophie Neveu]

Hi GenesisR,

Please show me where you want to put icon with the Title element. I see on other pages, but I don’t find the Test Title except the Registration page.

Thank you!

[Sophie Neveu]

An email from ThemeForest will be sent to you whenever we have an update released.
And you can check the latest version of the theme as well as what new things on each time updating here: http://prntscr.com/f789gq

Updating the theme via WordPress is very similar to the install process via WordPress.
Follow the steps below to update your theme via WordPress:

Step 1 – Log into your WordPress Dashboard.

Step 2 – Go to Appearance > Themes.

Step 3 – Deactivate the Aqua Theme by simply activating a different theme. Once you activate a different theme, you can delete the Aqua theme.

Step 4 – Delete the Aqua Theme. Do not worry, your content will not be lost!

Step 5 – Then simply upload the new “Aqua.zip” file in the Appearance > Themes section. Click on the Install Themes tab at the top and choose to upload the zip file. You have this step explained in section: Theme Installation via WordPress.

Documentation: http://docs.jwsuperthemes.com/aqua/

Thank you!

[Sophie Neveu]

May be due to cache, I see it works correctly now, you can see: http://prntscr.com/f783fw

[Sophie Neveu]

Hi Susan,

Updating the theme via WordPress is very similar to the install process via WordPress.
Follow the steps below to update your theme via WordPress:

Step 1 – Log into your WordPress Dashboard.

Step 2 – Go to Appearance > Themes.

Step 3 – Deactivate the Bencher Theme by simply activating a different theme. Once you activate a different theme, you can delete the Bencher theme.

Step 4 – Delete the Bencher Theme. Do not worry, your content will not be lost!

Step 5 – Then simply upload the new “Bencher.zip” file in the Appearance > Themes section. Click on the Install Themes tab at the top and choose to upload the zip file. You have this step explained in section: Theme Installation via WordPress.

Documentation: http://docs.jwsuperthemes.com/aqua/

Thank you!

[Sophie Neveu]

I think it is time upgraded some values on hosting system and we need a helping hand from your hosting provider to do that.

php_value upload_max_filesize 1000M
php_value post_max_size 2000M
php_value memory_limit 3000M
php_value max_execution_time 300
php_value max_input_time 300

http://docs.presscustomizr.com/article/171-fixing-maximum-upload-and-php-memory-limit-issues

After having them updated, please get back to us, we will test all again.

Thanks for your patience!

[Sophie Neveu]

We will improve the documentation as your suggestion 🙂

Thank you! Good day to you, too.

[Sophie Neveu]

Hi stepanenko,

Finally we can do it, however, the PHP version need to be upgraded up to 5.4.x or greater. After having it updated, please get back to us again, we will do the rest thing.

[Sophie Neveu]

Hi Susan,

Thank you for reaching us and sorry for the problem.

This problem seems to me that there was an incompatibility of the theme and the latest version of WooCommerce plugin. An updating will resolve all.

You can see the changed log to find what we’d updated for the theme: http://prntscr.com/f6ufpv

[Sophie Neveu]

Our IP is automatically, it will change regularly.
Now it is 42.116.66.180
Please get back to us right after you add it to firewalls, we will assist you.

[Sophie Neveu]

Sorry gwennig,

Our documentation just focuses on how to use the theme basically. About plugin, we also attached it’s documentation for you, https://vc.wpbakery.com/

We also wrote how to use a short code as an example, the usage might be resemble among short codes.

Just click ‘+’ on backend, select element, a settings box will appear then you config on it – fill title, select category, show image or not, put an extra class to refer it on Custom CSS, etc. then Save and update.

About Icons, here you get them: http://fontawesome.io/cheatsheet/

[Sophie Neveu]

Hi Yardialog,

Thank you for reaching us. Just please give us your FTP info details, we will check and fix them for you.

[Sophie Neveu]

Hi Priyanka,

Thank you for reaching us and sorry for the issue.
This might come from the incompatibility of the theme and the new version of WooCommerce. An updating will be necessary for your site now.

http://prntscr.com/f6u2yy

[Sophie Neveu]

We even cannot login to your FTP and don’t have your Cpanel as well.

[Sophie Neveu]

Hi uutkukorkmaz,

Thank you for reaching us and sorry for the problem. This must be there was an incompatibility of the theme and the new version of WooCommerce. We’d updated the theme already, you can see this changed log:

http://prntscr.com/f6tv3k

Just try to update the theme and the problem will be resolved.

[Sophie Neveu]

Hi GenesisR,

Thank you for reaching us and sorry for the problem. Could you please share your FTP info details with us? Your reply above just included Admin info, not FTP.

http://prntscr.com/f6tov9

[Sophie Neveu]

Hi Petra,

These are the how-to instructions that answer your question:

1. You create a custom menu

2. You add the Parent pages you want to display and arrange them in the order you want.

3. Then you add and drop and drag the sub-pages (child pages) below the appropriate Parent pages, and when you have everything arranged in the menu that you want you save the menu.

4. Go to the “theme location” module at upper left on the menu page. Select your custom menu name from the pulldown labeled “primary location.” Click the save button in that module.

5. Refresh your browser so that it isn’t possibly pulling a cached page, and view see your new menu with Parent pages and dropdowns to sub-pages.

[Sophie Neveu]

Hi stepanenko,

I could not login to your Admin site. Please give us your FTP info details and also enable debug to find the cause.

[Sophie Neveu]

Hi Daniel,

I don’t know why now I cannot login to your Admin site anymore. http://prntscr.com/f6g8df
Please check it.

On our demo, they are not hyperlink at all: http://prntscr.com/f6g9xx

Thank you,

[Sophie Neveu]

Hi Daniel,

Sorry for the trouble.

This issues seem to me that there was an incompatibility of the theme with the new version of WooCommerce. Therefore, an updating will resolve all.

I should have checked the current version of your theme but I could not visit your Admin site.

If after having the theme updated, the issue still stays, please feel free to get back to us.

[Sophie Neveu]

Hi arvencare,

Thank you for your message.

You absolutely set parent page for your certain page here: http://prntscr.com/f6g4ea

[Sophie Neveu]

Hi mpvoje,

Thank you for reaching us and sorry for the trouble. With this issue, please give us your FTP info details, we also check on our demo at the same time.

[Sophie Neveu]

Please wait for a download link of an updating. We cannot login to your FTP, so we will fix it on our theme then give it to you, then you can update your site by yourself.
This feature will be resolved.

Thank you for your patience!

[Sophie Neveu]

Hi stepanenko,

Thank you for reaching us and sorry to hear the issue.

I’ve tried but after all I meet this error message:http://prntscr.com/f620qm

To solve it, please let check those values below on ftp:.hataccess

php_value upload_max_filesize 1000M
php_value post_max_size 2000M
php_value memory_limit 3000M
php_value max_execution_time 300
php_value max_input_time 300

You can contact your hosting provider and ask them to help you on this, then get back to me, I’ll install the theme and import the dummy-data for you.

[Sophie Neveu]

Is this exactly what you want? http://prntscr.com/f5qywh

You can change background-color for this icon on Custom CSS: http://prntscr.com/f5qz4d

[Sophie Neveu]

Hi Mamta,

The Pop-up Newsletter shows full four social icons now. http://prntscr.com/f5qoa6

[Sophie Neveu]

Thank you for reaching us and sorry for the issue.
Please share your FTP login details with us, then we will fix it.

[Sophie Neveu]

Hi Claudio,

Please give us your FTP login details, we will test the updating with that plugin.

[Sophie Neveu]

Hi Martin,

‘Built-in’ browser on all Android devices support failure for HTML5 and js possibly, so if you test your site on other browser (Chrome, etc), it would be fully functional.

Thank you,

[Sophie Neveu]

Hi allostech,

Your ticket is still alive – you can see an attachment below. If you cannot login to it again, you can leave your Admin Login details here, as a private reply, we will assist you.

Attachments:

You must be logged in to view attached files.

[Sophie Neveu]

You gave us an incorrect FTP info, we cannot login to check the error. How we can know the problem comes from our theme or your hosting system.

Please be patient! After having received our support service failure, you can create a refund request here with the reasonable reason: http://themeforest.net/refund_requests/

Thank you!

[Sophie Neveu]

Hi Claudio,

Thank you for contacting us. The problem might come from “Advanced Custom Fields PRO” plugin. Please give us your Admin + FTP login details here, we will check and get back to you soon.

[Sophie Neveu]

Hi allostech,

Thank you for reaching us but you shouldn’t open many tickets, this makes us difficult to follow you. We’d replied your ticket here: https://jwsthemes.ticksy.com/ticket/1161782/

We will follow it up.

[Sophie Neveu]

Hi Sumit,

Sorry for the delay and thank you for your patience.

Your post seems like a problem of the incompatibility between the theme and the newest version of WooCommerce. An updating is great to solve all.

Please try with the latest version: http://prntscr.com/f5dwt8

If then something wrong happens, please get back to us, we will assist you.

—
Best Regards,
Sophie

[Sophie Neveu]

Sorry I don’t quite understand your question. Do you mean you want to remove the cart icon on Mobile? Because I see it’s now hidden on desktop & tablet view but mobile.

If I’m right, here’s the code you need to apply on Custom CSS:

.ro-mini-cart-mobile {
   display:none !important; 
}

[Sophie Neveu]

Hi Ermac,

Thank you for purchasing our theme.
We installed the theme and imported the dummy-demo for you already.
Please view your site and if something wrong, please feel free to drop me a line below.

[Sophie Neveu]

Hi Daniel_Cielo,

Sorry for the problem you are facing and others seem to meet, too.

We’ll fix it for you in advance, and of course, we make sure this problem will be fixed asap and submit the theme to the TF as an updating.

Sorry if someone else meets the same trouble!

[Sophie Neveu]

It can be customized possibly, however, the support team cannot help you on this.
I’m afraid that you have to work yourself to make something different from design template.

Thank you for your concern!

[Sophie Neveu]

Hi mijamija,

1. I think you could use Header 03 instead. It will bring you a bright variant:

http://prntscr.com/f3vh0k

If you would like to keep using Header 02 with bright variant, you can use Custom CSS to change color.

2.

– To change padding/ margin of Menu: http://prntscr.com/f3vhom
– To change Logo: http://prntscr.com/f3vi3n – for a particular page or http://prntscr.com/f3vi78 – for all pages
– To position logo with menu: You can insert a custom link of logo into menus and leave the original Logo fields empty.

Hope these could be clear for you!

[Sophie Neveu]

Yes you can, of course. Here you go:

http://prntscr.com/f3v7h9

[Sophie Neveu]

Hey buddy,

I understand your point already. Here you go:

– Step 1: http://prntscr.com/f3v6n7
– Step 2: http://prntscr.com/f3v5x5

[Sophie Neveu]

Thank you for your message.

Could you please take a screenshot of what you want it would be?

It seems that the area that you mentioned above is created from Widget and Menus.

Btw, in 1280×600 device, ‘Agree’ button not showing.

[Sophie Neveu]

Hi Ferinko,

The issue you are facing is the image loading speed. It is problem of your image size & your server actually.

You can test the image loading speed directly in a very objective way here: https://gtmetrix.com/ – http://prntscr.com/f3hfxh – http://prntscr.com/f3hg1a

There are two ways to resolve this:

– Resize image;
– Improve your hosting server.

Hope this would be your help!

[Sophie Neveu]

Hi iyezine,

We try to help you but your site seems to load very slowly and we cannot login to your Admin site.

If your website takes too much time to load maybe you should:

Install a Cache Plugin for WordPress. We recommend W3 Total Cache
Install an Image Compress Plugin. We recommend WP Smush It
Install a Database Optimizer Plugin. We recommend WP Optimize
Reduce the number of posts on the page.
Reduce the number of unnecessary plugins.
Use more icons and less images.

https://colorlib.com/wp/how-to-speed-up-wordpress-site/

[Sophie Neveu]

Hi nakaeshogo,

Happy to hear your good news. I saw your new topic already, we will follow you there.

[Sophie Neveu]

Hi Albert,

In general, more than 150Kb for each photo would look nice displaying. It also depends on the original quality of them. If your site has great loading speed, just increase the quality of photo up to maximum.

If you have any other questions, please feel free to open a new topic, we are always ready to assist you there.

Best Regards,
Sophie

[Sophie Neveu]

Hi Sigol,

Thank you for reaching us and sorry for the issue.
For this case, could you please share your Admin + FTP login details with us? We’ll assist you.

Best Regards,
Sophie

[Sophie Neveu]

Sorry?
Could you please test your Admin site? It keeps loading forever: http://prntscr.com/f34w6c

Best Regards,
Sophie

[Sophie Neveu]

Hi alephdesignstudio,

Thank you for reaching us. Now your site is live again. The the reason why is that you haven’t activated some plugins after updating.

Best Regards,
Sophie

[Sophie Neveu]

Sorry for the delay, we were on public holidays. Now we get back to continue assist you.
Please wait for the next response of the explanation.

Thank you so much for your patience!

Best Regards,
Sophie

[Sophie Neveu]

Please pay an extra to continue using the support service.
This issue is really not related to the theme. However, we can assist you, but please give us your FTP info.

Best Regards,
Sophie

[Sophie Neveu]

Hi Mamta,

I’m very sorry for missing your news, please accept my apology.

I can see you are using Blog Carousel instead, right?
If you would like to use Portfolio, please follow this example:

http://prntscr.com/f1p9m9 – there are three elements.

Best Regards,
Sophie

[Sophie Neveu]

Hi Nirajkamdar,

I’m very sorry for missing your news, maybe due to a great number of tickets, this is my fault anyway, please accept my apology.

I’ll explain following to your question above:

1, Color: http://prnt.sc/f1p2bo and http://prnt.sc/f1p3bi – for a particular page.
2. I’d recommend you to use Custom CSS from Theme Options.
3. Footer: http://prnt.sc/f1p3uy and http://prntscr.com/f1p5mv – to edit footer content.
4. Here you go: http://prnt.sc/f1p4do and http://prnt.sc/f1p5in

Again, thank you so much for your patience.

Best Regards,
Sophie

[Sophie Neveu]

Hi Ilona,

The FTP info you provided above not working at all. Your site is almost broken. We have not ever seen this case before just due to plugin updating. However, we are still checking your site.

Best Regards,
Sophie

[Author]

Posts