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Thank you Bruce. We have confirmed with WP support the issue is on the Organic Themes side. The engineer we worked with said he has seen this and in every case, the resolution is custom CSS code which is only available from the Organic Themes side as a “One Change” service for extra cost.
Marc
Hello David,
We did sign up for the One Change support service which stated that a mobile drop down menu would be part of the included. It has now been more than a week with no response and we have accepted that support is an afterthought – even when an additional fee is paid for it. Even with the holidays, it seems eight days is enough time to expect at least an acknowledgement. I have contacted our credit card company to report the charge for the One Change as fraudulent. Your theme has worked great for us up to this point, but the lack of service has really been disapointing.
Regards,
MarcHi David,
The website is hosted on WordPress. We deactivate the Gutenberg plugin with no change. Since then, WP Rocket Support has verified the issue is not with either WP Rocket or Imagify – both of which were installed after this issue began. WordPress support went through and deactivated every plugin and when that did not resolve the issue advised custom CSS was needed to fix the issue. This has been going on several weeks and I just noticed your one hour support service so we will sign up for that and hopefully find a resolution.
Merry Christmas.
Marc
Hello Charles and David. WordPress has finished troubleshooting the issue with our mobile navigation menu. Their input:
“Yes, I do see that the main/parent menu item is taking up the clickable space for the dropdown too. Let me see if there’s any setting available on your theme to fix it.
I checked your theme’s setting as well, but there isn’t an option to fix it. I also checked in the site editor and the parent menus have already been set to use the content’s width, but as the additional SVG (dropdown button) is added, it being considered as the part of the complete item. For this, a good option would be to use custom CSS to fix it.”
They verified the issue is no plugin related after disabling all plugins and recommended contacting you again. As mentioned previously, the menus worked without issue from April until this month.
Any guidance would be greatly appreciated.
Thank you,
Marc
Thank you for your response David. The theme seemed to be the best place to start troubleshooting and we will now start looking at the individual plugins. WP Rocket was installed after the issue began so I’ve started with disabling the Gutenberg plugin and will go from there.
Marc
Hello David,
I am checking in to make sure you received my reply which was sent yesterday. The issue has been ongoing for more than a week now and any guidance would be greatly appreciated.
Thank you,
Marc Baker
Hello David,
It has now been seven days since the issue with our mobile dropdown menus began and the first request for help was submitted. During that time we have seen you responding to other requests after our was submitted. Are there any updates on your end? We have had people contact us and I can only tell them it has been difficult contacting support. Any assistance or guidance would be greatly appreciated.
Thank you,
Marc
Hello David,
Thank you for your response.
Link: https://mbmediaministries.net/
Imagify and WP Rocket have been added in the last week after this issue began. Other than that, there have been no other plug ins added recently. As mentioned, the menu has worked without issue since we began using the Organic STAX theme in April and so it may have been an update that caused the issue but we cannot figure it out on our end.
Regards,
Marc
Hello David,
Thank you for your response.
Link: https://mbmediaministries.net/
Imagify and WP Rocket have been added in the last week after this issue began. Other than that, there have been no other plug ins added recently. As mentioned, the menu has worked without issue since we began using the Organic STAX theme in April and so it may have been an update that caused the issue but we cannot figure it out on our end.
Regards,
Marc
We have contacted Word Press support to notify them of the lack of response from post in your Technical Theme Support thread for the STAX them regarding the Fade In effect built into the Organic STAX them that they feel is root of the issues being experienced. They are going to try and find a workaround as it appears support is unavailable.
On unrelated note, the drop down top navigational menu is still nonfunctional for mobile devices. It is still working on the desktop version. It would be appreciated if any response or guidance to our request from December 2 could be provided.
Thank you,
Marc Baker
