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hi,i am paid for support and get no support recently. the issue is with hebrew site the tabs just does not work. i opened a ticket a week ago, and another one in a new system 3 days ago. can someone help?
We do apologize for the inconveniences in our delayed response time but we’ve been on Christmas holidays since December 21st. Our official return date is January 7th, but home early and we are attempting to get caught up before we are officially back for the year.
That being said, any support tickets that were opened during our time off have already been responded to. So if you’ve posted to https://owmlabs.ticksy.com, please visit there and find our reply and we’ll gladly further assist you.
Thank you again for your patience and do apologize for any inconveniences these days off may have caused you.
- Bryce Wisekal
thank you Bryce
Hi, what about Wordpress 5.0? Obviously there was no update since 1 year. Will this theme be work in the future or is it a dead one?
Rest assured, the theme is far from dead and we are pending a release for our version 6.0. Our theme is functional with WordPress 5.0 as it stands, but there are some issues already reported. We would advise you await our release, due out this coming week, that will offer full support for WordPress 5.0, new features, improvements and much more.
If you’ve any questions don’t hesitate to ask.
When update is available? Waiting since long
At this present time we are queued for review.
This screenshot of our Dashboard here in Themeforest can confirm that, https://www.dropbox.com/s/kicuyyy184ehgej/Screenshot%202019-01-18%2001.15.04.png – we eagerly await its approval.
You can visit our support forums, https://owmlabs.ticksy.com and request a copy of that update if you want, prior to its availability here on Themeforest.
Please note, support is limited on weekends.
Once the approval has been made by Themeforest and it’s available for download, we will make an official announcement on our demonstration blog. That and some other good news for a series of updates over the next few weeks.
Thank you for your patience. We do apologize for any inconveniences. If any other questions let us know.
how much take time to approved updates from themeforest? waiting ….
While it’s waiting for Themeforest Reviewer approval, you can contact us via our support forums, https://owmlabs.ticksy.com and open a support ticket requesting the version 6.0 release. It is currently pending approval on Themeforest and they’ve made us make drastic changes due to new requirements. This is the reason it was delayed.
However we’ve been encouraging our buyers contacting us, to open a ticket and they can receive a temporary download link to directly download version 6.0 of our theme.
I have email from you folks dated December 2016 using the upcoming release 6.0 as an excuse for users to be patient. There have been no updates in well over a year. How do you have the gall to call this a supported theme? The site is very restrictive on photo formats, Portrait photos don’t work, panoramas don’t work and this is called a photo web site? You stated the following ( below paragraph) 23 days ago. English language words seem to have different meanings to you than the normally accepted definition. Help me understand what “out this coming week” really means.
update doesn’t work – just returns a blank page when uploaded – am reverting to back up.
Strange, we’ve performed a few updates already for buyers, as well a few whom have already provided feedback without any issues. Could you please contact us via our support, https://owmlabs.ticksy.com and provide us with more information about the issues you’re having, as well, how you attempted to update? We’ll further assist you in getting things updated via the support forums. Thanks!
Great, an update finally after 2 years…
What’s new in V6?
no Change Log & Updates in the sale pages, neither in your website or I can’t find it.
There is a change log, in your documentation. It’s always inside your documentation. There is also a change log here, on Themeforest.net where you find our theme details. As for a full feature announcement, that’s due out today. The update has only just been approved, it has been less than 24hrs. We always get our feature announcement on the website within a few days of its release on Themeforest.
I can’t disable the “back, play, forward, volume controls” that seem to show on every single one of my pages on the bottom. How do I turn this off? I’ve looked almost everywhere and can’t go live till I figure it out. Love the theme but really need to know how to get rid of this control player on all my pages. thanks.
I figured it out… This was fixed by deactivating the full width audio player in the Plugins.
Please visit https://owmlabs.ticksy.com for Buyer Support and we will gladly assist you with all your questions there. Though it does appear you were able to resolve things. That mentioned plugin, the “Fullwidth Audio Player” is an optional addon to our theme for those buyers who are interested in having music play.
Also a error update here: Parse error: syntax error, unexpected ‘[’ in /usr/home/tavernadelsnoguers.com/web/wp-content/themes/kingsize/functions.php on line 1473!!!!
We’ve not had any reports of this yet being an issue with any buyers that have updated. We’ve also updated quite a few installations over the past few days. We would encourage you, as instructed here on Themeforest, as well our documentation, to visit our Buyer Support Forums for assistance: https://owmlabs.ticksy.com
We will gladly assist you there. We encourage you opening a ticket that is “Private” and share both FTP and WordPress Admin login credentials. This way we can get in, have a look and help resolve it.
Please note, we do suggest a backup prior to sharing login credentials. Not that we intend for issues, but always best to play it safe than sorry.
We look forward to further assisting you on the Support Forums.
I been buying themes on envato for more than 10 years and it is the first time that an update does not work. I will not pay a support ticket if the error is just an update and if there are several comments just before mine with similar problems and complaining about the support … I wrote the error in my previous comment, you can solve it or keep complaining. The documentation does not work when I search for the word ‘update’ (link of the result does not work).
We are not complaining. We are simply asking you to register for buyer support, which is exclusively available via our Support Forums.
Here is a link to Themeforest Support Policies: https://themeforest.net/page/item_support_policy as such, we do require our buyers to have active support licenses to gain access to buyer support.
Our theme is currently listed at 50% OFF and as a result, the renewal of Support Licenses is also currently discounted along side that. We discounted this for that exact reason – so buyers had opportunity to renew at a lower cost for support licenses.
As already mentioned, we’ve had no other buyers mention this issue and for us to review it, we need access. To do that, you need to register and post to our support forums. Without it, we cannot provide you support.
When you’re ready for support and help from our team, you can find us here: https://owmlabs.ticksy.com – thanks.
As for updating the theme, that is inside our documentation, here’s a screenshot to confirm it: https://www.dropbox.com/s/2b5eamld33sy6p1/Screenshot%202019-02-05%2008.41.50.png it is the first thing you see in the left sidebar menu when opening your documentation (.4 How to Update Theme). Here’s a screenshot of the entire update section of the documentation: https://www.dropbox.com/s/7n34hfsgw4w2bo3/Screenshot%202019-02-05%2008.43.03.png which includes a video tutorial for updating.
If you want to contact us privately, using our contact on our profile, please do. We’ll offer a 1-time support via comments but all future support requires using the support forums.
That said, we did look into the issue and as mentioned, hasn’t yet been reported or caused issues in other environments, but we do believe we’ve a solution. You can email us, we can provide you with a functions.php modification to upload and see if that works.
Please note that this is again a 1-time offer outside our support forums. We’ll honour it because we want to ensure functionality is there for all installations. We need to test this in your environment to ensure it works as intended.
I know the documentation and I have read it before asking for help (I’m 10 years old in Envato buying a lot of themes and I had never this problem before 2 years without update). I do not require private help, nor do I want to send my credentials to people I do not trust. And above all I do not want anyone to touch a website if they do not know how to read the comments. As I mentioned before, the problem is that I can not access the control panel once the theme is updated, as it says in the documentation! It simply returns an error to me since the functions file is not correctly written. I repeat the error, you can explain publicly what the problem is.
In regards to the documentation, you did state yourself in your previous response that “The documentation does not work when I search for the word ‘update’ (link of the result does not work).” I was helping confirm that Updating our theme was in fact inside our provided documentation.
As for your latest reply, we tried meeting you in the middle to help with an error so far you’re the only one experiencing. Then you reply like this? Perhaps you’re not having a good day and taking it out here, but bottom line is, we’ve offered to help.
We cannot help without reviewing and testing the environment.
Unfortunately, you won’t give us that opportunity.
So we’ll go back to our original stance on this – if you desire to seek assistance with this said issue, you can visit our support forums: https://owmlabs.ticksy.com – we appreciate your understanding. All the best.
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