Brandon C

Hi Scott,

Thanks for reaching out with your Crio WordPress theme questions!  The Crio theme was built to be responsive out of the box but sometimes those elements can be thrown off and require a bit of tweaking.  Is this issue specific to certain pages or are you experiencing it site wide?

You can try pulling up the website in a private or incognito browser or if you’re using a cache plugin, try disabling it temporarily and see if the issue persists. Sometimes cached CSS or JS files can cause display inconsistencies across browsers.

Sometimes, media queries may behave differently across browsers so you need to ensure that your CSS media queries are properly set for Safari. You can do this by:

• Checking if any custom CSS in your theme overrides the responsive settings.
• Adding specific media queries targeting Safari to adjust the zoom level.

You can manually adjust the zoom or scaling for Safari by adding a CSS rule:

@media screen and (-webkit-min-device-pixel-ratio: 2) {
body {
zoom: 0.5;
}
}

This rule will apply a 50% zoom specifically for Safari. Test different zoom percentages to find the best value.

I hope this helps Scott!  Let us know if we can assist you further with this.

Hi Neal,

Thanks for reaching out!  If you’re using the BoldGrid Post and Page Builder “Video” block element by default it should only play one embedded video at a time.  If this isn’t the case for you can you link us to the page where the issue is occurring so that we can have a look?

We look forward to assisting you further with this Neal!

Hi Michael,

Thank you for following up and letting us know that clearing the cache and preventing Safari from automatically unzipping the download worked! We appreciate your suggestion to include this step in our response and FAQ for the “Incompatible Archive” issue. We’ll make sure to test this on our end and update our documentation accordingly.

We’re also really sorry to hear about your frustrating experience with the support call. That’s definitely not the level of service we provide here at BoldGrid. We don’t currently offer phone support so I’m sure that the tech you were speaking with was not as knowledgeable about our products as we are in house. We’re glad we could help but please don’t hesitate to reach out if you need further assistance. We’re always here to make sure your experience with Total Upkeep is as smooth as possible.

Thanks again for your feedback and your patience, Michael!

Best regards,
Brandon – BoldGrid Support

Hi Michael!

Thank for reaching out and thank you for you recent purchase of Total Upkeep Premium!

It sounds like you’re encountering an issue when trying to install the Total Upkeep Premium plugin on your second site. Please let us know if that is not correct.  If so, here are a few steps you can try to resolve the “Incompatible Archive” issue:

1. Analyze your Plugin List

• Visit the “Plugins” section of your WordPress dashboard and verify that you have the Standard version of Total Upkeep active (both the standard and premium version must be active).
• Verify that there are no existing BoldGrid Backup Premium plugins installed.

2. Verify the ZIP File

• Ensure you’re downloading the correct Premium ZIP file from your BoldGrid Central Account “Plugins” Dashboard
• Sometimes browsers may download a file as a .zip.zip file or extract it automatically. Double-check that the file you are uploading ends with .zip and is not accidentally renamed.
• Upload and activate the newly downloaded version of the plugin.

3. Clear Browser Cache

• If you’ve downloaded the ZIP file multiple times, your browser cache might be storing an incomplete version. Clear your browser’s cache and download the plugin again from your BoldGrid account.

I really hope this helps Michael.  Please let us know if we can assist you further with this or have any other questions for us!

Hi Juan,

Thanks for reaching out!  If you’ve entered your premium key and are still having trouble accessing your BoldGrid premium features it it likely because you still need to activate your premium BoldGrid plugin.  If you’re using a one of our pro products like Crio Pro WordPress theme, BoldGrid Post and Page Builder or Total Upkeep and have purchased a premium subscription your pro plugin can be downloaded from the “Plugins” section of your BoldGrid Central Account dashboard.

If you’re unsure how to access BoldGrid central this link should help!

Thank you! Please let us know if we can assist you further with this Juan.

Hi Matthew,

Thank you for your interest in W3 Total Cache Pro, this is a very good question! If you’re managing 40 sites, ease of use as well as having a comprehensive set of optimization tools are likely both critical factors that you want to consider. WP Rocket is more straightforward and includes essential performance optimizations. However, if you need advanced caching features, CDN flexibility, and fine-tuned controls, W3 Total Cache Pro offers more power.

W3TC Pro is an extension of the standard version of the plugin and offers a similar setup wizard as WP Rocket but with a guided approach. The wizard helps you optimize certain areas of your sites right out of the box and afterward you can use the many available performance tools and features to further optimize.

W3TC Pro and WP Rocket have similar features like:

• Page Caching: Both plugins provide powerful caching features, but W3 Total Cache Pro has more advanced settings for granular control, while WP Rocket is simpler to configure.
• Browser Caching: Both support browser caching to store files locally and improve page load times on subsequent visits.
• Lazy Loading: Both plugins offer lazy loading for images, which defers the loading of images not in the viewport, improving initial page load speed.
• Minification/Concatenation: Both support CSS, JS minification, and concatenation to reduce the number of files loaded on the page, improving speed.

Some Advantages of W3TC Cache Pro:

• CDN Integration: W3 Total Cache Pro excels in CDN integration with more flexibility. It allows for fragment caching, reverse proxy integration, and more advanced CDN support than WP Rocket.
• Database Caching: W3 Total Cache Pro supports caching database queries, which can improve performance for sites with heavy database interaction. WP Rocket does not offer this.
• Object Caching: This is crucial for dynamic websites and helps in reducing the load on the database by caching results from repetitive queries. WP Rocket doesn’t include object caching out of the box.
• Fragment Caching: With W3 Total Cache Pro, you get fragment caching, which lets you cache specific parts of a page while leaving other parts dynamic. This feature is helpful for sites with highly dynamic content.
• Opcode Caching Support: W3 Total Cache Pro supports Opcode Caching (using APCu or XCache), which helps with caching PHP scripts to improve server performance, especially on complex sites.

See the full comparison here

Being that we have so many features it has been said that WP Rocket is easier to configure than W3 Total cache. It works well out of the box with minimal settings, making it more beginner-friendly, but in my opinion with our world class support and recent updates to the plugin focused on user experience I feel that W3 Total Cache would be the best plugin for a larger project like yours because it better accounts for all possible user scenarios.

I hope this helps Matthew, we would love to help you optimize your site with W3 Total Cache Pro!  Please let us know if there’s anything else that we can answer for you!

Hi RA,

Thanks for reaching out with and thank you for using Crio WordPress theme! I went and inspected your page and I see a Podcast player is generating down towards your footer, so it looks like you’ve managed to get it displaying on the page. If you were using an embedded player or shortcode the correct way to add your code is by switching the the “Text” editor in your BoldGrid Post and Page builder editor and paste your code directly where you would like for it to display.

Can we help with something like styling or moving the player around in the template? Just let us know RA and we’ll give you our best suggestions on how we would go about making these edits.

Thank you!

Hi Lorraine,

Thank you for reaching out with your Total Upkeep questions!Before restoring, create a new backup of your current site, especially if you need to retain recent orders or changes. A restore using Total Upkeep will revert your entire site, including the database and all associated files, to the state they were in at the time of the backup. Any changes made after the backup, including customer orders, content updates, or plugin configurations, will be lost during the restore. This means that customer orders placed after the backup was created will be deleted.

If there have been any customer orders or changes since the backup, restoring will remove those unless they are backed up separately. If you only need to restore specific parts of your site (like a specific database table or a file), you may need to do that manually instead of a full restore.

I really hope this helps. Please let us know if you have more questions for us!

Hi Ruslan,

Thanks for reaching out with your Crio WordPress theme questions. To get started let’s get some additional information about your issue.

How is the page built?
Are you using Elementor exclusively, or are you combining it with any BoldGrid tools? I noticed you also have the BoldGrid Post and Page builder active on your site and it’s generally not recommended to have two page builders active at the same time.

Have you noticed this issue with other pages?
Is the content duplication happening only on this specific page or across multiple pages?

Recent changes?
Did you make any updates or changes to the theme, plugins, or WordPress itself before noticing the duplication?

These details will help us narrow down the potential causes and provide a more accurate solution. We’re looking forward to assisting you further with this!

Hi Felipe, thanks for your reply!

No, I don’t believe these to be incompatibilities. WooCommerce normally updates their templates a few times a year but it’s never anything major. When that happens it prompts all themes using the those templates to update them manually.

The reason for this is because some themes (like Crio) use their own custom WooCommerce templates to add design and different functionality. If WooCommerce was to just update the template themselves these themes would lose their code. To remedy they send alerts so that users and developers know when it’s time to update.

We’ll have to make the necessary changes globally but if you’re familiar with PHP and WordPress templates you can actually do update the templates yourself. Otherwise, we are aware of the alert from WooCommerce and will be releasing a patch for it in an future Crio update.

Looking further into it it only seems to be one template in question so there’s definitely no need to worry here. The template file looks to be an order form and it’s only one version out of date:
crio/woocommerce/myaccount/orders.php version 9.1.0 is out of date. The core version is 9.2.0,

I’ve created a bug request on GitHub on your behalf so that you can track the issue’s status and report further concerns. Please let us know if there’s anything else that we can answer for you!

Thanks Felipe

Hi Arnold,

The Post and Page Builder applies that markup to maintain the pages design and integrity when it comes to responsiveness. You can still use the editor to apply styles to the hr tag or customize it using CSS.

I hope this helps Arnold! Let us know if we can answer anything else for you.

Hi Darlene,

Thanks for reaching out and sorry for the inconvenience.  If you can let us know which BoldGrid product you were attempting to purchase we’ll definitely get a proper checkout link sent to you immediately.  It would be awesome if you can link us to that products checkout page as well so that we can address this issue as it may be a bug.

Thanks so much for your interest in our products Paul!  We hope to get this resolved quickly.

Hi Brad,

Thanks for reaching out and thank you for using Crio WordPress theme!  As of this time no reports of incompatibility have be made about Crio and WooCommerce.  We have tested and can confirm that some WooCommerce page templates have required updates and these additions will be made soon but you shouldn’t experience any loss in performance or functionality in the meantime.

If you’ve noticed a different issue with Crio and WooCommerce please let us know an we’ll address it immediately. It would be awesome if you could provide us with an error message to go along with your details.

Thanks Brad, you can check back with us here at anytime for updates and please let us know if you have any other questions for us!

Hi Leslie,

If you’re still receiving this message it means the plugin’s folder still exists on your server, even though the plugin was uninstalled. WordPress prevents the installation of a plugin if its folder already exists to avoid overwriting existing files. Please verify from your WordPress “Plugins” dashboard that no instance of the plugin exist then:

1. Access Your Website via the BoldGrid Central File Manager:
   • Select the Cloud WordPress instance from your dashboard
   • Switch the the Advanced Controls tab
   • Select File Manager
2. Navigate to the Plugin Directory:
   • Go to the following directory: /wp-content/plugins/.
   • Locate the folder named boldgrid-post-and-page-builder (or a similar name related to BoldGrid).
3. Delete the Plugin Folder:
   • Right-click on the boldgrid-post-and-page-builder folder and delete it.
   • Ensure that no remnants of the plugin are left in this directory.
4. Reinstall the Plugin:
   • After deleting the folder, return to your WordPress dashboard.
   • Go to Plugins > Add New, search for the BoldGrid Post and Page Builder, and install it again.
5. Activate the Plugin:
   • Once installed, click “Activate” to enable the plugin on your website.

I really hope this helps Leslie!

Hi Fabio,

Thanks for reaching out although I’m sorry to hear you’re experiencing issues after updating your BoldGrid Post and Page Builder plugin.  Since we know this happened after an update can you try removing the plugin completely and reinstalling it and see if that restores your functionality?

Post and Page Builder can be downloaded directly from the WordPress repository.  Please let us know if this doesn’t clear up your issue.

Thank you Fabio!

Thanks for your reply Leslie,

Yes, both the standard and premium Post and Page Builder plugin need to be active in order for the features to function properly.  If either plugin has been deactivated for some reason that would explain the issue.  If you have an exact error message of what’s happening when you try reactivating that you can send over we can check it out for you.

I think you should try completely removing the standard Post and Page builder plugin and reinstalling it. You don’t have to worry about losing any page/post content as a result of the deactivation and removal. The standard Post and Page Builder plugin can be downloaded from your BoldGrid Central account in the plugins section or directly from the WordPress repository.

Thanks Leslie, let us know if we can help with anything else!

Hi Andrew! Thanks for your response, you can upgrade to a premium account which comes with 15 cloud installs from this link or select the “Go Premium” option directly from your BoldGrid Central account.

Thanks Andrew

Hi Thomas,

I’m sorry to hear this happened to you and that you’re unable to access the premium support forum form your BoldGrid Central accout to correct it. Please reach out to our billing directly via email and we can coordinate researching your account to see exactly what’s going on from there. Our support address is support@boldgrid.com.

I really hope this helps and we do apologize for your inconvenience.

Hi Andrew,

Thanks a lot for reaching for reaching out. I’m assuming you’re referring to purchasing more Cloud WordPress instances through your BoldGrid Central account.

If so, you can log directly in to BoldGrid Central account and contact our billing team through the premium support channel. BoldGrid Billing Support can help you purchase more Cloud WordPress Instances.

To access premium support follow this link and log in to BoldGrid Central. From there click the help (question mark) icon in the upper right corner and scroll down a bit and be sure to select “Premium Support”. Let our support team know what’s going on and they can help you get this sorted out.

I hope this helps Andrew. Please let us know if there’s anything else that we can answer for you, or if you were referring to something else.

Thank you!