Problem with my premium theme

  • ahamaton

    (@ahamaton)


    9 years, 7 months ago

    Hi
    I recently bought a premium theme called Javo Directory which is developed by Javothemes and sold on Themeforest which is owned by Envato. I am a first time user so naturally needed an author happy to support and advise. I read Envato’s support policy before buying the theme and made sure I didn’t step outside of it regards any tickets I raised but it seems Javo Directory aren’t big fans of tricky questions and after weeks of avoiding questions they then resorted to attacking me for demanding too much of their time and eventually refused to adhere to Envato’s support policy. Envato took no accountability for their own support policy and said they would mediate but couldn’t enforce it ?? Of course as the author is not accountable either and they have my money they declined support. The best Envato would offer was a refund of the second 6 months of support which I paid for upfront. I have had to accept I am powerless in this situation however, now I am now having technical issues. This will be my business when I go live so I am really worried because it seems not only will they not provide technical advice on the themes functionality but they wont support me regards bugs, faults or any technical issues. Does anybody have any advice on how I should deal with this ? I feel completely at a loss as I have been searching for answers and been on the phone for literally hours with my host who has tried everything to help but ultimately said it is down to the coding in the theme and the author is the only one that can resolve the errors. Thanks for any advice, Andrew

Viewing 9 replies - 1 through 9 (of 9 total)
  • esmi

    (@esmi)

    9 years, 7 months ago

    I’m sorry but as you are using a commercial theme, you need to seek support from the theme’s developer/vendor. We do not have access to, nor do we support, commercial products here. Your best bet is always your product’s developer, so we encourage you to use the official support venues, as it allows the developers to be aware of issues with their code and gives back to the community in a more robust way.

    The only other option I can suggest (other than changing to a better theme) is to consider hiring someone to look into this for you.

    cozbaldwin

    (@cozbaldwin)

    9 years, 7 months ago

    Esmi is 100% correct.

    But I’m a curious fellow and wondered what the problem is you’re having with the theme?

    Thread Starter ahamaton

    (@ahamaton)

    9 years, 7 months ago

    Hi Guys

    Thanks so much for responding. These issues are down to the coding in the theme. Believe me I have tried everything before throwing this out in to this forum and I know it is a complete long shot. After trawling the internet for days, going through the theme, the dashboard and the plugins with a fine tooth comb, I could find nothing. I then spent nearly two days on and off the phone with my host and they tried everything within their power to fix the issues but to no avail. I think the only resolve to the technical issues is through the author but apparently they are completely allowed to walk away and leave me on my own. If I could communicate with the developer or even the marketplace I would but as I said, they have wiped their hands of me.

    Anyway Cozbaldwin there are a few problems I am experiencing.

    The theme is supposed to be multi-browser compatible but on firefox some of the pages dissapear if you click on a mouse, scroll wheel and drag to the right ??

    Member pages display ‘page not found’ in the title tab even though the page is found ??

    The WP admin bar has dissapeared from my theme member page and if I go in to my profile in the WP dashboard and click ‘Show toolbar’ it dissapears after I update my profile ??

    I can’t log straight in to my dashboard anymore, I have to login once to my theme’s member page and then go to wp-admin from there, which takes me to login.php, login again and then I go in to my dashboard??

    Recently my page and my dashboard have become very sluggish for no apparent reason. I haven’t added much if any content, certainly no multi-media. All the work I have been doing is testing the functionality, and end-user experience and researching these problems mostly ….

    I understand there is probably nothing you can advise on any of this but it was the only other thing I could think of that I haven’t tried.

    I appreciate you responding either way, it’s good to know about this community !

    esmi

    (@esmi)

    9 years, 7 months ago

    Have you checked the theme using https://wordpress.org/plugins/theme-check/ ?

    Thread Starter ahamaton

    (@ahamaton)

    9 years, 7 months ago

    Woe, never heard of such a thing. I’ll give it a go and let you know how I get on

    Thread Starter ahamaton

    (@ahamaton)

    9 years, 7 months ago

    Thanks Esmi

    I’ve uploaded it. I cant see a dashboard so does it just run checks and send reports?

    esmi

    (@esmi)

    9 years, 7 months ago

    No. You run it manually via Appearance -> Theme Check. It should flag up any serious deviations from the WP theme guidelines which, in turn, might go some way to determining why it’s not working properly.

    cozbaldwin

    (@cozbaldwin)

    9 years, 7 months ago

    Yep, all things that the developers should be trying to duplicate and fix.

    Good luck.

    Don’t forget to try testing on a completely cache & cookie-cleared browser window, free of all browser add-ons (especially adblockers).

    Thread Starter ahamaton

    (@ahamaton)

    9 years, 7 months ago

    Thanks again Guys

    Esmi, It just seems to bring up a blank grey screen. Does that mean I have no problems or does that mean the plugin isn’t working correctly?

Viewing 9 replies - 1 through 9 (of 9 total)

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