Hi there!
Are you able to switch themes to see if it really is theme related?
Hi gldfish,
Just to let you know, you’re using Renden Pro, so for support you’ll need to submit a support ticket from the support center over at http://www.thinkupthemes.com. Please login to your account and navigate to Support to submit a ticket.
I’ll go ahead and also give a solution here for the problem as users of Renden (free) may also find the answer helpful.
This issue is being caused by the theme’s retina script. If you choose to setup your site to be retina ready then you’ll need to also do a bit more work to ensure your site has retina versions of all images on your site. To do this you’ll need to create images twice the size as the ones you’re using and also ensure they have the same filename in the same location but with the suffic @2x.
For example for your logo you could call it logo.png for standard resolution and then logo@2x.png for the hd resolution.
Alternatively, the easiest way around this is to remove the retina ready logo image. This will ensure the retina script isn’t loaded. To do this please do the following:
- Go to the theme options (i.e. in customizer) and select General Settings.
- Remove the image from “Custom Image Logo (Retina display)”.
- Save the customizer.
This should now fix your issue. If not please do let me know.
Best of luck!
In addition to the above. I note you say that the theme developers checked and said that the issue was not theme related. Apologies for any inconvenience caused, however the theme developer support should have picked this up. Given that you’ve purchased the theme please can you pop over to http://www.thinkupthemes.com/contact and send a message with your ticket ID. This will go to a different place than the standard support tickets. We can then check your ticket history and find out exactly what’s gone wrong.
Apologies for any inconvenience caused.
Just a final follow up. I’ve checked your ticket history and it looks like the theme developer support did help you with this issue. You submitted a ticket on October 1st 2015 with ticket ID 68371. The solution provided was the same as that detailed above.
Additionally, your account expired on October 24th 2015 which is why you don’t have access to support at http://www.thinkupthemes.com.
As a reminder as you’re using Renden Pro, unfortunately we won’t be able to provide any further support for you here in the forums. Support is only provided for themes available to download from WordPress.org. As Renden Pro isn’t available to download here, the only place you can get support from the theme developers is over at the support center on the developers main website.
Hello ThinkUpThemes. First of all – thank you. I’ve removed retina image and now everything works fine. The retina image was twice size but the name wasn’t “@2x.png”. So the problem is solved.
Second of all – my bet. I messed up the tickets. There was another one with lightbox gallery. Indeed, I’ve submitted ticket in October. But when I tried to see the answer it was after October 24th – when my subscription passed. Sorry.
I understand that if I purchase subscription now, all the ticket history will be there?
Regards, Maciej
Hello Maciej,
That’s absolutely right. Your historical tickets will be there just as before.
As this forum relates purely to support for themes available at WordPress.org, for any questions relating to the subscription please can you message us from http://www.thinkupthemes.com as opposed to asking the questions here. 🙂
Thanks!
