If you use a commercial theme or plugin and need support, please go to their official support channel. In order to be good stewards of the WordPress community, and encourage innovation and progress, we feel it’s important to direct people to those official locations. Doing this will provide the developer with the income they need to make WordPress awesome.
Forum volunteers are also not given access to commercial products, so they would not know why your commercial theme or plugin is not working properly. This is one other reason why volunteers forward you to the commercial product’s vendors. The vendors are responsible for supporting their commercial product.
It looks like your theme is a premium theme from ThemForest or another vendor. You will have to go there and ask the author for support. Since the product is commercial, many folk around here will not have access to it to understand what is going wrong.
That usually happens when you purchase a commercial theme that requires a few extra steps during installation. Read the documentation that came with the theme and see if they provide any FAQ, setup, or usage doc’s in the package you downloaded.
[edit] what @justin Greer said! 🙂
@claytonjames
Thanks for stepping in. Have you seen our Slack channel? It is where people who provide support here in the forum mingle and collaborate. If you have a minute check out https://make.wordpress.org/chat/ and visit #forums. 🙂
