Hi,

We have responded to your email requesting wordpress admin URL, username and password to investigate the issue further.

Thanks

Hi,

Its not possible for the theme to stop working all of sudden without external factors. Looking at the error shown, it looks like your server permissions changed recently. As you can see from the error, a file required by the theme, is unable to be opened and being denied permission by your server. Removing the theme completely and still receiving the same error means that you server is serving a cached output. Please share your wordpress admin and FTP access via help@brandexponents.com, so that we can check the error logs and confirm the problem. If its a permissions error, then it needs to be handled by your server.

Thanks,

in any case, i have sent you several emails specifically regarding this issue. please guys. get back to me! all the details have been provided several times previously via email. you guys used to respond to every email i sent, and now i am just being ignored.

Hi,

I have responded to your email with some screenshots for reference.

Thanks, Swami

Hi, Swami:

To make sure that I’m not “crazy” I deleted my OSHINE theme – completely, please note:

1. Re-downloaded the theme (themeforest-9545812-oshine-creative-multipurpose-wordpress-theme.zip)

2. Reinstalled the theme.

3. Reinstalled all plugins from the “Welcome to Oshine” console page (including the “Oshine Core”); “Good news! All plugins are already installed and up to date. Please continue.”

4. Still cannot add content for v31. I just get this graphic that just spins around – endlessly. Note: All “new” themes v30-v35 are still missing in the “themes” folder – which seems odd.

5. I think this may be a “bug”, Swami. (FYI, I’m using the “Chrome” browser.)

6. I don’t mind paying for support for my own user error/ignorance, but for a potential “bug” – that (to me) seems – different. And, I do trust you guys – but I REALLY don’t want to give admin access to my site – to anyone; surely, you can understand.

... Again, I KNOW you’re busy- but please – advise when you can.

FYI (current values):

DOMDocument: Supported | memory_limit: 256M | max_execution_time*: 360

(All have a green dot next to them – which indicates that my current server values are – OK, right?)

Hi,

This is not a bug, as we do not have any other buyer reporting this issue. We have tested the Import Process for the new demos and they do work well. Kindly provide your URL, wp-admin id and password so we can check what is causing this issue in your site and also provide instructions on alternate method to import demo data. You can email the details using the contact form in the support tab.

Kindly request you to renew your support to help us serve you better.

Thanks

Sorry, ignore that – it was a jetpack issue

Hi,

Kindly provide your site’s URL so we can investigate this issue further.

Thanks

Hi,

The Header Style that you have chosen is not reflecting in the markup. Kindly navigate to OSHINE OPTION > TOP HEADER SETTINGS > HEADER STYLE and choose the respective header style and SAVE the settings once and that should fix the issue. If the problem persists, do email your URL, wp-admin id and password so we can investigate this further.

Thanks

Hi,

Could you kindly check if you have the latest version of the theme as well? If the issue persists, kindly provide the URL to this page in your site, so we can provide appropriate fix to the issues right away.

Thanks

Hi,

Apologies about the issues you are facing. But It is highly unlikely the padding values will be changed due to the update. However, we can investigate this for you. Kindly provide your URL, wp-admin id and password and the link to the page in which this issue occurs. You can use the contact form in Support Tab send the information.

Thanks

Kindly provide your URL, wp-admin id and password and the link to the page in which this issue occurs so we can investigate the issue further. You can use the contact form in Support Tab send the information.

Thanks

Ok

Hi,

Child theme does not have to be updated. We have created the provision in the child theme to add any custom code changes that you want for your site.

Thanks

Hi,

It is likely that you have added the BLOG module in the Portfolio Page. If so you can edit the page in TATSU and remove the BLOG module.

OR, you may have accidentally set the Portfolio Page as the POSTS page under SETTINGS > READING. Removing this selection should fix the issue.

Thanks

Hi,

Responded to your email about the same issue.

Thanks

Hi,

The price that you see is the discounted price. We will be introducing 6 new demos later tonight and some major ground breaking features to our page builder early next week. The price will increase to $59 post the updates, so now is a good time to purchase the theme. You will get all the new features and bug fixes as free updates forever.

Thanks,

Hi Nina,

Apologies about the issues you are facing. We can investigate this for you. Kindly provide your URL, wp-admin id and password and the link to the page in which this issue occurs. You can use the contact form in Support Tab send the information.

Thanks

Thank you! I wiil send it right away! Kind regards,Nina

Hi, I mean that once a tab is put into a website page, when a user clicks the tab, the website page jumps up and shows the material. It looks odd, especially since the page jumps up so that the tab menu then sits under the menu bar so it becomes confusing. It would be better that if a user clicks the tab, the material is shown without the page also moving at the same time.

Hi,

I am not sure if I understand your issue correctly. It would be helpful if you could provide the link to this page in your site using the contact form in the support tab so we can investigate this further.

Thanks

Ok, have sent an email.

Hi Joy,

You can add the Newsletter Module in the Header, by pasting the shortcode in the HEADER WIDGET AREA under OSHINE OPTIONS > TOP HEADER SETTINGS > HEADER WIDGETS. Paste the module against CODE CONTENTS and set the position of Code Contents to LEFT. Note that, widgets add to the left side, will be visible only in Header Styles that has logo visible in the center.

To add the module in the Footer, you need to paste the shortcode in the respective footer widget area under APPEARANCES > WIDGETS.

To copy any module you need to create the module in any of your pages (using TATSU) and click on CMD + C to copy and CMD + V to paste it.

Thanks

Hi,

I created a Call to Action module on a page, edited it and copied and pasted it as per your instructions for the header but I’m getting error messages about expecting a JSON value instead?

For the footer, under Appearances > widgets, do you mean I have to drag the HTML widget to the widget area and then paste the code from the module I created in TATSU?

thanks, Joy

Hi Joy,

Kindly provide the link to your site along with your wp-admin id and password so I can what could be causing this issue. You can use the contact form in Support Tab to email your details.

Thanks

Hi Joy,

You can use the CSS code below to modify the Font size for the Label and Form field in the newsletter page -

 

.mc4wp-form-fields label{
    font-size: 14px;
}
.mc4wp-form-fields input[type="email"]{
    font-size: 14px;
}

You need to paste the code in the custom CSS section under OSHINE OPTIONS > GENERAL SETTINGS.

Thanks

Thanks for this, but when I paste it, I get error codes from the first line. I get Expected an identifier and instead saw ’.’. Missing ’;’ before statement Missing semicolon

Sorry, I’m rubbish with CSS so have no idea how to fix this. Any help will be appreciated

thanks, Joy

Hi Joy,

The code does not seem to take effect as you have turned ON the Options Panel Cache in the GENERAL SETTINGS panel. Kindly turn OFF the cache and Save the settings and the code should take effect.

Thanks

Hi Marta,

Thanks for purchasing the theme and apologies for the inconvenience caused. Kindly understand that you have reached out to us on a weekend, on new years eve. We are understaffed and expecting our team to work on the new years eve weekend would have been unfair to them, after all the effort they had put in over the year. Though we will resuming work tomorrow, since its urgent for you, I will investigate and resolve the issue immediately. Kindly share your website url, ID and password via the form in this support tab here – https://themeforest.net/item/oshine-creative-multipurpose-wordpress-theme/9545812/support

Our usual support response times are within 24 hrs and you can expect the same from tomorrow. Thanks for your understanding and wish you a great 2018.

Thanks

Hi,

Unfortunately video backgrounds are not supported in mobile devices. This is because mobile operating systems play videos separately using its the native video player and not directly inline inside a browser. This is not just a limitation of our theme. We provide an option to use a static background image instead in a mobile device. You can also have a play icon or a watch the video button, which you can link to a video that will played in a lightbox. You can have this icon / button visible only in a mobile device.

Thanks

Hi, Thanks for your reply.

The problem is that Android devices I tried, did work nicely with the background video, but iphone just showed the first frame…

I didn’t pretend to say this was your theme limitation, sorry if looked that way.

In any case, we decided to hide video background for mobile devices and add more personal experience for mobile users (so finding that, I think we will actually make the user experience better overall ). These changes are now much easier and intuitive with the tatsu editor, so thanks a bunch for that implementation

Hi,

Thank you for clarifying that. We wanted to make sure that this was not an issue with the theme. However, I am glad you like TATSU and thank you for your complement.

Thanks

Hi Jo,

A 403 error is a server permissions error and is likely because of your servers mod_security settings. In this case contact your hosting provider immediately and ask them to check their logs as to what is causing the permissions error. They can turn off the security setting causing the false positive. We have responded to your email and requested for admin access to confirm the problem, but contacting your host in parallel can help you resolve the issue quickly.

Thanks, Swami