Hello, Where is the support???
Why did the web site crash, the theme broke after the update. What is going on????????????\
Why cant you make an update that works??
Hi,
We are sorry for those problems that you are facing, unfortunately, you didn’t provide some details or screenshots, or at least the website link to see what problems are you facing, maybe you have short codes instead of content on your website, if is so is because you do not have all necessary tagDiv plugins enable, like tagDiv Composer, tagDiv Cloud Library, tagDiv Standard Pack.
If you are facing other problems, please let us know and provide as many details and screenshots you can, also we can login and see what it can be done if you contact us at contact@tagdiv.com, for this, please make sure that you have a full backup, include the link of this topic and provide wp-admin and cPanel access.
Also please notice that we do not tolerate insults and we have the right do not answer to users that insults us, also the topic that you made on our forum where you insult us was deleted. If you continue to answer like in that topic, we no longer help you!
Thank you for your understating and sorry for the inconvenience!
Thank you for your response and apologies for the insults. The update caused the site to crash, no short-codes are used. When the update happened the whole site “reset” meaning, the headers, footers, plugins, logo’s were all reset, gone! All the plugins were disabled. I had to re-activate all of them, upload the logos and other settings. That was the issue. It happened as soon as the theme was updated.
Hi,
From similar situations that were reported, the problem was from some plugins that interfere with the theme update. Is better that before making the theme update to have a full backup and to disable all non theme plugins during the theme update (also setting the website in maintenance mode to not scared the visitors).
Our theme has a system for backup the theme panel and in cases like the one you faced, you can use the backups from there -> https://i.imgur.com/nNasTpu.png in this way a situation like yours can be fixed in few minutes.
If there is something regarding to our theme and you need help let us know!
Thank you!
Thank you Calin,
So you know your update has a bug? You have other customers facing the same issue. So instead of fixing it, you give an ad-hoc workaround that will waste your customers time, ruin their reputation, not have sales that day or their visitors thinking they are dodgy and take an hour or more out of our day, for what???. I have 40 websites, none of them crash after an update. I use child themes to ensure any updates dont affect the main site. I am using a child theme with yours as well, but hey.. no surprise..it doesn’t work.
Reputation and professionalism might not mean anything to you, but it does to me and a lot of people, so does time! You are wasting my time because of inadequate skills in your developer’s code.
Your theme is the only one I have purchased where I need to be careful when I am updating because the whole website will crash and then I need to spend a whole day fixing it again. Lets hope you don’t release 3 updates in a week.
I don’t want to use backups? WHY??? How is a back up going to update the theme??? Driving backwards takes you back not forward… i don’t get your logic?? Instead fix your bugs mate. Simple. Dont give us work around and silly excuses. Tell us you are sorry and that you will fix this ASAP!. Anything else is just poor customer service.
Even the mobile theme broke and got deleted. This is the last dollar, cent you get from me. I will never purchase your theme again, even though I like it and think it’s really well made. But your lack of customer support and the fact that you cannot update the theme automatically is a huge minus for you because it’s such a big risk and a time-waster. My site is NOT the same before the theme, it’s worse and it looks like crap now because I can’t remember all the settings and configurations. This has become a huge issue for my business which you have caused.
Just my two cents’ worth. I have Newspaper on two sites. After updating to 11, everything on both sites crashed. Because it’s been over two weeks since the problems have been addressed, I’m in the process of using other themes because these two very important sites have been offline for too long.The problems are with composer and standard pack.
Hi Vegasrenie2,
Thank you for your input. I don’t think they realize the damage they are causing their customers. I am now also looking to change the theme. It’s embarrassing to all concerned.
Hi zaxstar and vegasrenie2, I’m sorry for the problems you are facing, this is not our goal to upset and angry our customers, all we want is to improve our product and grow our community with happy customers.
Those are some isolate cases and since we can not recreate the problem on our installs we need to investigate those situations on some website that have the problem. So, if you want to help us to find the problem you are facing, please contact us at contact@tagdiv.com and provide wp-admin and cPanel access, or if you have the possibility to make a subdomain or staging where to set the website, then will be better.
If it were a general problem, all our customers should have this problem, not just a few, therefore, there must be something which launches this problem, it can be from some extra plugins, from child theme if it is use with some custom code, it can also be from some specific settings from hosts.
Thank you for your understanding!
Hello Calin,
I am willing to work with you to resolve this issue. I can see even in version 10 you have the same problems. Personally, I do not think its a “plugin” or custom code as you say because all I did is import the newspaper theme and change the text. Basically its the same as the demo you provide but with different text.
https://demo.tagdiv.com/newspaper_magazine_pro/
I had also created a nice mobile site that is gone.
Go in and check. thanks
I sent you an email with the credentials.
What is the difference between the newspaper theme and newsmag? They look the same.
Hi,
Thank you for email, our developers will check the situation and provide an answer as soon as they will find the problem.
The Newsmag theme is quite limited, it has less options, elements and demos, also there are no cloud templates and the theme builder is use only for pages.
If you want and have time you can check more the demos here:
Newspaper : https://demo.tagdiv.com/select_demo/select_demo_newspaper/
Newsmag : https://demo.tagdiv.com/select_demo/select_demo_newsmag/
Thank you!
