Hi stevietriv! We are sorry but we don’t have other users reporting the same issue, so we need to check your installation privately. Anyway, if you need support is offered in our Help Center, there we have a completely dedicated support team, please submit a ticket so we can check your installation and support the solution privately! Thank you!  https://support.undsgn.com/hc

hotichen (below) has the same problem was me. i purchased this design off of you guys and now theres no support or help…. i have been using it for a few years… please..

Please note that the Hotichen user confirmed this problem was fixed, he later reported another issue. Anyway, we are sorry but as an author, also have to abide by the terms of the contract with Envato (ThemeForest) which is in the marketplace’s own interests, and support verification is must on ThemeForest.

if there is someone on this forum that can help me i will appreciate it. since this update, my media wont go anywhere just like many people are experiencing. my website urgently needs to be updated and undsgn cannot help me. i am at a loss.

I don’t understand why you say that like most people. Only one user reported it and if you read it correctly it confirms that the problem was related to the cache. For the fact that Undsgn doesn’t help you we just follow Envato’s rules, show your Purchase Badge and you will be helped as well as everyone else.

Hi OmriS! We are sorry, can you please explain with other words? Do you mean in the speed tests? Please clarify.

So I have a content block set as a header so I can have a transparent BG. In that header I’ve got a shortcode which on the front end doesnt display because its not loading the JS. IF I use the shortcode again on the homepage in a hidden field, it displays the JS in the header block. Problemn is, this means I have 2xH1’s which I dont want.

If I remove the 2nd ‘hidden’ shortcode, the header does not load the JS file. So it seems the content blocks, which are fantastic, do not allow loading of JS files which causes me an issue.

The Content Block is a fragment of content you can include in the final page, so based on your description it seems that you just need to insert the JS in the final page with the Raw JS module and not inserting in the Content Block.

I tried this. I had the shortcode in the content block (So I could use a transparent header) and then inserted raw JS in the home page (hidden) but it still didnt display correctly. Ive moved my site from dev to live so I have two copies of the site up. One which displays correctly (live) and one which doesnt (dev) – If someone could assist, Id be very grateful. I have a ticket open #58069

Yes don’t worry as explained agents reply tickets in order received and there is no need to send double messages (also here) for each ticket you create, thank you!

I only posted it here as agent said ‘we dont support 3rd party plugins’ but my issue isnt the plugin, but the fact it wont load JS in the content block and was hoping someone else would take a look.

This is correct and it’s specified by the official ThemeForest support policy, we are not developers you ‘hire’ to solve issue with the implementation of extra scripts and this is pretty normal: https://themeforest.net/page/item_support_policy#whats-not-included-item-support
Anyway, for what I can see it’s not a bug of the theme as you state, otherwise it wouldn’t work on the development site either, this is something you missed during the migration and it seems obvious if works on the dev site.

I dont think I explained properly. On the live site it only works because Ive had to insert the shortcode twice. Once in header and once on homepage in hidden text block. On dev site, I’m trying to make it work without having to insert shortcode twice due to duplicate H1’s. There’s nothing wrong with my transfer. Its your content block not loading JS :/

As explained 2 message above, you don’t have to insert in the Content Block but in the final page.

Maybe Im not understanding what you mean but if I insert in the final page, i.e. homepage, its not as a transparent header.

You need to insert only the script (code) in the final page. Canvas can stay in the Header,, but the script (code) need to be moved to the final page.

So I did copy the JS to final page but that didnt work. Is that because you’re saying it has to be somehow removed from the header as well?

Can you please remove the screenshot from here as I didnt want details on display. Issue has been resolved. Thanks.

We can ask Envato to remove. PS: Obviously this does not happen when you use the support place which is the private Help Center.

Thanks. Would appreciate it. And yes, I understand.

Hi christianharris! This is a special page, when you located the Content Block with the Contents in the Header ( https://support.undsgn.com/hc/en-us/articles/360000153089 ), you just need to change the background image from the Row settings: https://support.undsgn.com/hc/en-us/articles/214003585#&gid=1&pid=5

Sorry, I’m not seeing the ‘Row’ setting. What editing page should I be on?

Ah, I see it. Thank you very much!

Just one issue. It’s a high-res image file (4K), but it’s showing really badly/pixellated. Any advise please?

Hello, maybe you have a Javascript error in console? It’s hard to help you in this case without seeing your site. Could you share the page URL please?

Well, I’ve since fixed this. Looks like an update had overridden my original settings.

That said, the theme options for heading font sizes are not saving, now.

Hi egonkilin! We are sorry but it’s really not easy to understand what kind of zoom do you refer, can you please specify better so we can help if it’s possible?

On mobile page when I try to magnify any kind of image txt or anything which is possible on any website on Undsgn theme there is no way to manage that. Evem when I click on a image it will just openin fullscreen but no option to make it better with two fingers like on any mobile page.

Hi egonkilin! Sorry but if this works in our demo site, probably you have something extra in your website that prevent this, there is no option in Uncode to block this native behaviour.

https://nigeimpex.ro/produse/acoperiri-decorative/efect-perlat-si-metalizat/aureum/ Please check this link on mobile – and click on image try to zoom in or magnify you can’t, It is like it is blocked the option to magnify or zoom the whole site.

Sincerely from here it’s possible to zoom. your site on mobile, ex: https://undsgn.d.pr/wvdZyG

The only thing we note is that you don’t have the latest version, but as told everything is zooming as it should.

Honestly I do not know how you managed to zoom in because I am trying on 2 different mobiles with Android using Chrome and images cannot be zoom in like you did.

Are you able to zoom our demo?

no. Same when I click to image it just pops up in fullscreen but no option to zoom in while clicked or without clicked.

Maybe you have enabled on your phone Force Enable Zoom – but native usage for theme will not let me zoom .

Sorry but do you need to zoom an image that is opened in the lightbox? Since this is not possible as it is not possible in our demo. We can provide support for features we promote in our demo.

Image opened in the lightbox yes would be great to have zoom option as it looks small or not opened in the lightbox – the whole site should have a zoom option. As per basic text viewing bigger for those that cant read small text. Can you give me CSS to reactivate that because it seems to be blocked from somewhere.

Found a plugin to make it work – Definitely-allow-mobile-zooming

Hi OmriS! What is the ticket number?

I dont want to bother you. I have a few tickets open and you’re busy enough as it is. Just thought this would be common and someone may have figured something out I have missed

Loving the theme.

It’s not a native options but it’s just a matter of a single line of CSS, so I would like to check if some agents was not able to assist with this simple stuff.

Agent was helpful and gave me some CSS. But when I use the frontend editor and view on mobile, it messes up the display. I assume the frontend editor mobile view is exactly the same way it appears on mobile? My site is in maintenance mode atm, so havent actually checked from an actual phone as I’ve got used to going to frontend > change view.

Hi OmriS! Probably the agent gives you a code that work only on the real mobile, I’m not sure about this. Anyway, in case, as suggested reference the ticket number so we can have a check.

Applied CSS and checked on real mobile, and its messed up like I suspected. Ticked ID is 57709

Ok, I’m going to alert another agent (anyway, if something they suggest doesn’t work you just need to notify the agent who suggested the code so he can test again and fix).

I did. His response was ‘this code is the only workaround we can provide otherwise, you can contact the plugin contact form 7 support they can help you with this. ‘

Thank you for reporting I assigned the request to another agent.

Thank you. I left you a 5 star review because generally speaking this theme is the best I’ve ever used. And I’ve used a lot from Avada to Bridge!

Thank you for kindly words!

Hello and thank you for your interest. You will have issues with external media in particular (Instagram, Flickr etc.) and services like Amazon S3 that loads media from their servers, this is the first reason why we added that requirement. You won’t have issues with the basic features though: installation, registration, demo import.

Hi, many thanks for clarifying – I’ll manage expectations on that end of things. Can you clarify when this requirement came into play as it wasn’t noted previously and I haven’t yet had issues with Youtube on the existing sites that sit on shared hosting? I’d imagine the provider I’m currently using for client accounts doesn’t allow allow_url_fopen ON either for the same security reasons. Is it likely to be an issue there also or does YouTube embed function differently in this regard? Thanks again