This is a problem that I really need your help urgently. We would be very grateful if you could go into the site and see if you can fix it. (we don´t). We have purchased the toolset and wpml from you. The problem is that when we build the design of our page with toolset, only on tablets the header menu disappears. On mobile devices it works fine. And on desktop too. You can see it when entering our site: hidden link and test responsive in tablets dimensions.
our last programmer (who is no more with us) wrote a css in (appereance / customizing / adittional css). (attached image) so we don't know why toolset generates that error.
f you can forward an email to my company account I would also be grateful: daniel.follonier@rioandlearn.com because the email that says "albert" is from the owner.
thank you very much
Hi,
Thank you for contacting us and I'd be happy to assist.
From looking into the website's CSS styles, it seems that the theme's built-in styles and the custom styles are having some conflict.
As a quick fix, you can include the following custom CSS code at WP Admin -> Appearance -> Customize -> Additional CSS:
header .navegation#navegation {
display: block !important;
position: relative !important;
}
This will make the header menu visible on all screen sizes. For a proper long-term fix, you can consider hiring a professional from our list of recommended contractors:
https://toolset.com/contractors/
regards,
Waqar
Hi Waqar
No, we can't fix the header menu with the script you provide.
What it did do was show a part of the header but not responsively on tablets. I saw that in other forums of yours, you ask permission to enter the page and fix it. It is what we would like if it is possible for you to do it. Well, it is a problem of the toolset with the template. And we are also customers who have bought all your products in full. So please we ask that you consider this request.
Regards
Thanks for writing back.
We do our best to help with the cases where CSS styles are conflicting with the code coming from one of the Toolset plugins. But, what you're seeing on your website is not something related to Toolset's code.
( here is a link to Toolset's support policy: https://toolset.com/toolset-support-policy/ )
To confirm what I mean, here is a quick test. You can disable all Toolset plugins from the website and you'll still see the issue with the responsiveness of the header menu. This will confirm that this is the limitation of the theme that you're using and not dependent on the Toolset. The solution, in this case, would be to switch to a different WordPress theme that handles the responsiveness better or hire a professional to fix the responsiveness of your current theme.
( here is a link to Toolset's recommended themes: https://toolset.com/documentation/recommended-themes/ )
On the other hand, If you see that the issue with the header menu is fixed, when Toolset plugins are disabled, it will suggest that Toolset plugins are responsible and you're welcome to share temporary admin login details of the website for further investigation.
Note: Your next reply will be private and making a complete backup copy is recommended before sharing the access details.
I hope this makes it more clear.
Hi. We will back today 19/08 to the copy that we had wednesday.
Send me a email to let me know when you are going to enter.
I think that the error that I told you about will no longer be due to the backup, but the error of the tablets will.
Thank you for sharing this update.
The website seems to be restored to an earlier backup and I don't see the issue with the content width now. In case you experience any layout changes related to Toolset's content or blocks, you're welcome to start a new ticket.
And for any questions or concerns related to WPML, you can use its dedicated support forum at:
https://wpml.org/forums/forum/english-support/
As for the header menu, did you check it with all plugins disabled, as I suggested in my last reply? That test will make it clear that it is a theme issue and not related to Toolset or any other plugin.
Note: The support forum replies can only be sent to the email address used for the Toolset account and it is not possible to include more email addresses.
Hi! Waqar
Yes its still remain the issue today (see images)
an yes " As for the header menu, did you check it with all plugins disabled, as I suggested in my last reply? That test will make it clear that it is a theme issue and not related to Toolset or any other plugin." it is a problem with something inside toolset and wmpl.
> it is a problem with something inside toolset and wmpl.
- To confirm this, I'll need to test your website on a test server.
Do I have your permission to download a clone/snapshot of your website?
Hi!
Our website has 29 gigas of size Its a large web.
1) if the size is not a problem, and the clone will no stop the web site or make a fatal error we dont have a problem with that.
We trust in your services and we have all our site based in your plugins.
2) do you will make a snapshot in your server?
Thank you for the permission and I've downloaded your website's clone.
During troubleshooting the clone on my test server, I confirmed that the issue with the missing mobile navigation menu is coming from the theme and no plugin is responsible for this.
Your website is using a custom-developed theme and though it seems that at some point the mobile menu feature was added to it, it is now lacking the necessary styles or script for that.
As much as we would like to help, it is not possible for us to debug and fix issues arising from the custom-developed themes and this is clearly mentioned in our support policy:
https://toolset.com/toolset-support-policy/
So to reiterate what I had suggested earlier, the best person to help you fix this custom theme would be the developer who developed it for you.
If for some reason, that person is no longer accessible, you'll need to hire a different developer or consider switching to a different pre-built theme.
My issue is not from toolset . Thank you!
