After a recent update release for your app, the dynamic, multi-layered slider on the main page of the website - chandlernazarene.org - stopped working. It is embedded below the face of Jesus and above the Google Map (see screenshot). The other 2 sliders that are image only (no layers) are still working. One is at the bottom of the main page - chandlernazarene.org - and the other is on the visit page - chandlernazarene.org/visit. We purchased another license key to receive help. I uninstalled and re-installed the app to see if that would solve the problem. It didn't. I've already done some troubleshooting in the admin part of the site - it is running Wordpress 6.1.1 with the Theme.co Pro theme.
Thank you for getting in touch with us. My name is John, and I'm happy to assist you today. I appreciate your patience while we've been working toward your ticket.
I've checked your website, and it appears to be working fine for me. I suspect you might be experiencing a caching issue. Caching and site optimizer plugins may not properly detect file changes, and they aren't tracking file versioning in some cases, so they might still want to use older plugin files that cause the issue. A content delivery network (CDN) service can also cause the very same problem. Emptying all caches should resolve this issue.
Thank you for your efforts to help with this. I do not believe this is a caching issue. I double-checked my browsers and I also had a friend clear her cache and check hers. We are both technically able. The slideshow is not showing up in any browser or any computer.
Please send me a screenshot of what you are seeing and tell me the browser you are using to view it.
When I rolled back to prior to your update that I applied, the slideshow re-appeared. When the update was applied, it disappeared.
I've re-tested your site in Chrome, Safari, and Firefox on a Mac Studio, and it's working as expected. Please see the attached screenshot.
If there's a caching issue, downgrading or upgrading would result in what you're experiencing, and your site might work just fine with the old version because the older assets were cached.
One additional observation is that recent updates have changed what's considered a mobile device. With LayerSlider 7.6.0 or newer, any device with touch controls would constitute a mobile device. Since you have the "Hide on mobile" option enabled, it might be relevant in your case.
Thank you John - The "hide on mobile" setting might make sense since I do have a touchscreen laptop, but this morning I double checked all of my settings on the slider widget and its containers and I do not have it set to "hide" on any screen right now. Where are you seeing that enabled?
I really appreciate your help with troubleshooting this problem.
Yes, I found that setting and updated it. I also changed the maximum width on responsive to 80%. I cleared my cache, but I'm still not seeing the slideshow. Are there any other settings I should consider adjusting?
I've quickly re-checked your site, but it seems the "Hide on mobile" option is still enabled. Please ensure that you've edited the right project and that the changes were published instead of just being saved in the editor as a draft. If you did all of these things right and the issue persists, it might be a caching issue. Knowing that you have a touch-enabled device, I believe it's safe to say that we've found the source of the problem. Caching may not have been the right answer originally, but it can still play a role if changes are not reflected on your site.
After a recent update release for your app, the dynamic, multi-layered slider on the main page of the website - chandlernazarene.org - stopped working. It is embedded below the face of Jesus and above the Google Map (see screenshot). The other 2 sliders that are image only (no layers) are still working. One is at the bottom of the main page - chandlernazarene.org - and the other is on the visit page - chandlernazarene.org/visit. We purchased another license key to receive help. I uninstalled and re-installed the app to see if that would solve the problem. It didn't. I've already done some troubleshooting in the admin part of the site - it is running Wordpress 6.1.1 with the Theme.co Pro theme.
Attached files: Screenshot 2022-12-12 at 12.12.52 PM.png
Hi Dee,
Thank you for getting in touch with us. My name is John, and I'm happy to assist you today. I appreciate your patience while we've been working toward your ticket.
I've checked your website, and it appears to be working fine for me. I suspect you might be experiencing a caching issue. Caching and site optimizer plugins may not properly detect file changes, and they aren't tracking file versioning in some cases, so they might still want to use older plugin files that cause the issue. A content delivery network (CDN) service can also cause the very same problem. Emptying all caches should resolve this issue.
Best Regards,
John | Kreatura Dev Team
Hi John
Thank you for your efforts to help with this. I do not believe this is a caching issue. I double-checked my browsers and I also had a friend clear her cache and check hers. We are both technically able. The slideshow is not showing up in any browser or any computer.
Please send me a screenshot of what you are seeing and tell me the browser you are using to view it.
When I rolled back to prior to your update that I applied, the slideshow re-appeared. When the update was applied, it disappeared.
Thanks for helping us resolve this issue.
Dee
Hi Dee,
I've re-tested your site in Chrome, Safari, and Firefox on a Mac Studio, and it's working as expected. Please see the attached screenshot.
If there's a caching issue, downgrading or upgrading would result in what you're experiencing, and your site might work just fine with the old version because the older assets were cached.
One additional observation is that recent updates have changed what's considered a mobile device. With LayerSlider 7.6.0 or newer, any device with touch controls would constitute a mobile device. Since you have the "Hide on mobile" option enabled, it might be relevant in your case.
Attached files: Screenshot 2023-01-04 at 14.59.34.png
Best Regards,
John | Kreatura Dev Team
Thank you John - The "hide on mobile" setting might make sense since I do have a touchscreen laptop, but this morning I double checked all of my settings on the slider widget and its containers and I do not have it set to "hide" on any screen right now. Where are you seeing that enabled?
I really appreciate your help with troubleshooting this problem.
It's the Project Settings → Mobile → Hide on mobile option.
Best Regards,
John | Kreatura Dev Team
Yes, I found that setting and updated it. I also changed the maximum width on responsive to 80%. I cleared my cache, but I'm still not seeing the slideshow. Are there any other settings I should consider adjusting?
I've quickly re-checked your site, but it seems the "Hide on mobile" option is still enabled. Please ensure that you've edited the right project and that the changes were published instead of just being saved in the editor as a draft. If you did all of these things right and the issue persists, it might be a caching issue. Knowing that you have a touch-enabled device, I believe it's safe to say that we've found the source of the problem. Caching may not have been the right answer originally, but it can still play a role if changes are not reflected on your site.
Best Regards,
John | Kreatura Dev Team