Urgent Assistance Needed: Site Display Issues After Recent Updates

  • Dear Support Team,

    I hope this message finds you well. I am reaching out for immediate assistance regarding my WordPress site, which seems to have encountered display issues following recent updates, including the theme update and updates to approximately 13 different plugins.

    I had been away for approximately 2.5 weeks and upon my return, I promptly updated all the plugins and the theme to ensure the website’s optimal performance. However, upon reviewing the site after the updates, I noticed significant visual discrepancies and misplacements that have affected the overall appearance and functionality of the website.

    To provide you with a better understanding of the problem, I have attached screenshots of the website displaying the issues encountered. From the initial analysis, I have been informed that these discrepancies are likely due to a theme-related issue that has surfaced after the updates were implemented.

    https://drive.google.com/file/d/1fWqsT1ixULjCHlydUBJBNlIAowSotgJi/view?usp=sharing

    https://drive.google.com/file/d/1J3xTNGCPOlQaPhDnmfHl1QR8m-E0cYEQ/view?usp=sharing

    I kindly request your expertise and support in resolving this matter promptly. I would greatly appreciate it if you could provide me with the necessary steps or directions to address and rectify the theme-related issue that is impeding the website’s functionality and overall user experience.

    Please let me know if there is any additional information or access permissions required from my end to facilitate the troubleshooting process. Your prompt attention to this matter is highly appreciated as it directly impacts the site’s usability and visitor experience.

    Thank you for your understanding and prompt assistance. I look forward to hearing back from you soon.

    Best regards,

    Andrei

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi @rzaev001,

    I noticed the page is created using Elementor and, it seems, the Footer is created using our Elementor Header & Footer (EHF) plugin.

    Well, to narrow down this, I would like you to try the following:

    1) Temporarily switch the theme to a default Twenty theme series and see whether the problem exists. If it does, then the problem is not related to Astra.

    2) If the problem is not happening on a default theme, then please try to downgrade the Astra theme to a previous version. If everything works fine with the previous version, we can say that the latest version causes the problem. You can use a plugin like WP Rollback to rollback Astra to the older versions with ease.

    Regarding what you said

    Please let me know if there is any additional information or access permissions required from my end to facilitate the troubleshooting process.

    Please don’t ever share any login on this public forum, even if it is an access for a test site. Beside it’s not allowed in this forum, it’s also for your own safe.

    Please let us know how you go.

    Kind regards,
    Herman ??

    Thread Starter rzaev001

    (@rzaev001)

    Hi Herman,

    Thank you for your prompt response and suggestions. I followed your instructions and performed the recommended troubleshooting steps. Here’s an update on the situation:

    1. Switching to a default Twenty theme: I switched the theme to a default Twenty theme, and I noticed some improvements in certain aspects of the website’s content. However, the overall display issues and misplacements still persist.
    2. Downgrading Astra theme: I attempted to rollback the Astra theme to previous versions using the WP Rollback plugin. Unfortunately, even after trying different versions, the issue remained unchanged.

    Considering the above, it seems that the problem is not resolved by simply adjusting the theme or rolling it back. To further investigate and resolve the issue, I believe it would be best if your support team could directly access my website and perform a more in-depth analysis.

    However, I completely understand the importance of security and the need to safeguard login information. Could you kindly guide me on how I can securely and safely provide you with the necessary login details? I want to ensure that the process remains confidential and adheres to the highest standards of data protection.

    Thank you once again for your continued assistance. I appreciate your support in resolving this matter promptly.

    Best regards,

    Andrei

    Hi @rzaev001, sorry for the delay.

    Thank you for the update about the things I asked you to do. Well, in this case, I would ask you to consider reaching out to us through our Support Portal, so we can take a look at this closer and you can also share anything with us privately and safely. Just FYI, we also respond faster on our Support Portal.

    Kind regards,
    Herman ??

Viewing 3 replies - 1 through 3 (of 3 total)
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