Dear @alexandreduf,
Please note that we check your website and could not reproduce the issue.
When we closed the popup, we stayed exactly where we were on the page. Please note that we tested it multiple times. Here you can check the proof video as well.
May we kindly ask you to purge your browser cache or use a different browser.
Meanwhile, could you please send us a video where we can see the issue.
You can use https://wetransfer.com/ to send the video file to us (the Get a Link option).
Click here – https://prnt.sc/174oX-9Hspki
Choose the Get Transfer Link option and then place the link in this chat – https://prnt.sc/_lQH0Rh20sme
Hi,
I finally found the problem.
In the settings, in the “Advanced” section, there is an option that can prevent the user from being able to scroll in the page while the pop-up is being displayed. If this option is enabled, when the user closes the pop-up, the user is sent back to the top of the page.
I disabled this option and now the problem is fixed.
I would still be interested in a solution that prevents the user from scrolling in the page and doesn’t send him/her back to the top of the page.
Thanks.
Regards,
Dear @alexandreduf,
We are really happy to hear that you figured it out.
Please kindly note that the option “Disable page scrolling” is disabled by default. So, keeping it disabled is the solution that prevents users from sending it back on the top of the page when they close the popup.
Frankly speaking, we are little bit confused about this part —-> (I would still be interested in a solution that prevents the user from scrolling in the page and doesn’t send him/her back to the top of the page).
Please let us know if we misunderstood something.
Hi,
Thanks for the answer.
Frankly speaking, we are little bit confused about this part —-> (I would still be interested in a solution that prevents the user from scrolling in the page and doesn’t send him/her back to the top of the page).
Please let us know if we misunderstood something.
Here’s some more explanation :
- I enabled “Disable page scrolling” because I didn’t want the user to be able to scroll through the page while the popup is being displayed.
- Enabling this option had a side-effect that wasn’t desired : the fact that the user is sent back to the top of the page when the pop-up is closed.
So basically, I’d like to have to have #1 with #2. Is there a solution for that?
Thanks!
Dear @alexandreduf,
Thank you for your reply.
We want to make sure we get you correctly. So, you have the “Disable page scrolling” enabled, and when you close the popup, it sends you back to the top of the page. Is this correct?
What you want is to have the “Disable page scrolling” enabled and to be able to close the popup without being sent to the top of the page.
Please confirm so that we can advise accordingly.
What we see at the moment on your page is that the page is still scrollable (which means that the “Disable page scrolling” option is still disabled).
Can you please enable the “Disable page scrolling” option so that we can check the issue?
Hi,
We want to make sure we get you correctly. So, you have the “Disable page scrolling” enabled, and when you close the popup, it sends you back to the top of the page. Is this correct?
Yes, this is correct. That’s what happens WHEN the “Disable page scrolling” is activated.
What you want is to have the “Disable page scrolling” enabled and to be able to close the popup without being sent to the top of the page.
Please confirm so that we can advise accordingly.
Yes, this is correct.
What we see at the moment on your page is that the page is still scrollable (which means that the “Disable page scrolling” option is still disabled).
Can you please enable the “Disable page scrolling” option so that we can check the issue?
I disabled the option “Disable page scrolling” because I didn’t want to have the undesired side effect while searching for a solution. But as requested, I just re-enabled it so you can check the issue.
By the way, the back-end of the plugin is pretty buggy. Some options are really tough to access and are not displayed because the box doesn’t adapt to the content : https://www.dropbox.com/s/mfppbb0s7sqi0lv/Screenshot_2.png?dl=0
So I have to refresh the page many times and hope that the option “Disable page scrolling” will somehow be displayed at some moment (and not be hidden) so I can change its value.
Dear @alexandreduf,
Thank you for the confirmation.
May we kindly ask you to send us the system information file so that the tech team can investigate the issue?
You can retrieve it from here:
How to Retrieve the “System Information” File
You can use https://wetransfer.com/ to send the file to us (the Get a Link option).
Click here – https://prnt.sc/174oX-9Hspki
Choose the Get Transfer Link option and then place the link in this chat – https://prnt.sc/_lQH0Rh20sme
As for your concern about the back-end access, may we ask you to check it with the different browser and see if the issue will be still on?
Hi,
Here’s the link : https://we.tl/t-yHvuCLwH1u
For the backend problem, I tried using Edge and the problem is the same as in Chrome :
https://www.dropbox.com/s/mfppbb0s7sqi0lv/Screenshot_2.png?dl=0
Thanks,
Dear @alexandreduf,
Thank you for the provided details.
Please note that we have already forwarded your case to the tech team for further investigation.
We will make sure to notify you once there is an update.
Dear @alexandreduf,
We checked the issue with the tech team, and this is what we have to share.
They Informed that the issue might be with your current theme.
May we kindly ask you to change your theme with another one and see if it helped?
