Elana

Hello Dina,

Thank you for reaching out to us!

It sounds like the issue you’re encountering could be related to a few different factors, such as your PHP version, memory limits, or even an .htaccess configuration issue, or possibly a mod security.

I recommend reaching out to your server administrator or hosting provider to check:

• The PHP version you’re using
• Your PHP memory limits
• Any restrictions in your .htaccess file
• Errors in the logs or possibly Mod Security.

They should be able to provide more insights into what might be causing this issue. If you could reach out to them and let us know your finding we will be happy to assist where ever is needed.

Let me know if you need further assistance or if I can help guide you through anything else!

Thanks
Elana D.

Hello Patrick,

​Thank you for reaching out to our support team. You should be aware about sharing username and passwords in a public forum. Just in case you might want to reset your password for the username that was shared.

Looking at your pages there are a lot of 404 errors, more than likely you might need to reset your permalinks in WordPress.

Also, you might need to make sure you are on a supported WordPress version of PHP. How to update your PHP version will generally depend on your WordPress Hosting provider.

We are here to help you and I want to also give you all the options, we do have a premium design services that could be an option if you are wanting us to rebuild and set up your site.

Thanks
Elana D.

Hello Raymond,

Thank you for reaching out to our support team!

Customizing headers for specific pages is part of our Crio Pro features. With Crio Pro, you can create custom headers and apply them to individual pages, rather than using a global header template.

To set a custom header for a specific page, you can go directly to that page and assign a custom header there. Alternatively, you can adjust settings in the Customizer under Crio Pro options to apply more advanced header settings.

If you’re not using Crio Pro yet, these features would be part of the upgrade.

Let me know if you need further assistance or have any questions!

Hello Andy,

​Thank you for reaching out to our support team.

I’m glad that worked for you, and it is a weird bug but it happens when you don’t have a registered menu tied to your header or footer. If you can go into that custom header and and give it a name and menu this should resolve the custom header completely.

Thanks
Elana D.

Hello Donna,

​Thank you for reaching out to our support team.

If you needed to download an older theme you can if you go to our Download Classic BoldGrid Themes. However, these themes are not really updated anymore as we have moved to a theme that you can customize everything in one.

I did test what you were saying with the header and footer, that should be there for you to edit. If you are not seeing it there might be a conflict with another plugin. If you could share any console errors or possibly disable plugins one by one to find out if there might be something conflicting with the Westview theme.

Crio is our primary theme now, if you have the compacity to update you can. However, this will more than likely need a complete redesign of your current website.

We are here to help you either way. I want to also give you all the options, we do have a premium design services that could be an option if you are wanting us to help / migrate over to Crio giving you more modern flexibility on updates and changing things.

Thanks
Elana D.

Hi Andy,

Thanks for reaching out and thank you for using Crio WordPress theme! Have you seen any error messages associated with the customizer not loading? You can try inspecting the your browser console for JS error messages, it might reveal something useful. You can copy/paste any error messages you find into the thread here for us to inspect.

A similar issue was brought to our attention in a previous contact and we were able to confirm that the issue seemed to be related to the menus used in the custom header/footer templates.

When you add a menu to a custom page header or footer it needs to be registered to the WordPress menu system and have a menu assigned to it. Each new menu that you include should have a unique name, as in you can’t have two menus registered to the same custom header/footer template that also use the same menu location or it will cause the customizer to break.

To resolve the issue trying moving all custom headers/footers to the trash to see if this resolves your issue. Similar to deactivating plugins but once you find the problematic template you’ll either need to correct the issue in the template or recreate it entirely.

If you ever have any other questions for us in the future please do not hesitate to ask!

Thanks
Elana D.

Hello Hubber,

​Thank you for reaching out to our support team.

You can reach our Premium Support team for private questions by logging into BoldGrid Central and using the Private Ticket form there.

Thanks
Elana D.

Hi Kandis,

​Thank you for reaching out to our support team. We are happy to help you get your navigation working as expected!

Anchor links can be placed in the navigation for our Crio WordPress theme by utilizing the Custom Link option to reference your anchor tags on the page.

Jesse, our Community Manager, put together a great guide that demonstrates how to create anchor tags in WordPress and link to them that should help you create the navigation you are looking for.

However, it sounds like you might be trying to open a menu with the anchor tag, are you trying to use a button as an anchor tag?

Also, are you able to share a test page link or a page that you have this on so I can get more of an idea of what you are seeing?

Thanks
Elana D.

Hello Andy,

Sorry for the second reply, we did find a workaround that you could do by adding two pieces of code.

I added the mentioned code to a GitHub Gist you can add to your customizer or Snippet plugin. Be aware one is a JavaScript update and the other is a CSS update. The CSS update is to disable the default scroll behavior. The JavaScript update is to modify the Crio configuration file.

Also, a thing to note because of how scroll behavior works this will also change any anchor tags to the faster scroll.

Thanks
Elana D.

Hello Brad,

Thanks for reaching out, I know it’s frustrating not to be able to log into your site.

Can you share more information on what site you are trying to log into? If you are trying to log into your WordPress admin we don’t have access to your site or login to your WordPress.

While BoldGrid makes the software that runs your website, we don’t have any access to your site or login information. We do have a detailed guide on 5 different ways you can reset your password and find your login information.

If you are trying to log in and get your BoldGrid central account and having issues accessing your cloud please let me know.

Thanks
Elana D.

Hello Vincent,

​Thank you for reaching out to our support team and thank you for the feedback.

I will pass this information along I apologize for the inconvenience you have experienced.

Thanks
Elana D.

Hello Tiffany,

Sorry to hear you’re seeing that error message when trying to upload your images! Our team is here to help and we’ll do everything we can to get this sorted.

There are a few common reasons why this might happen, such as exceeding the maximum file size limit, incorrect file permissions on the uploads folder, server resource limitations (like the PHP memory limit), incompatible plugins or themes, or issues with your internet connection.

It might also help to clear your browser cache or try uploading the images with a different browser.

Also, is it just the one image you have issues with? If you upload another image does it work? If so it could be the file size of the image. Updating your file upload features in your php server settings should resolve the image not getting uploaded.

Please let us know if you’re still having trouble, and we’ll be happy to assist further!

Thanks,

Elana D.

Hello Vincent,

Thank you for reaching out to our support team.

I tested the shortcodes you mentioned—[woocommerce_cart] and [woocommerce_checkout]—and both displayed correctly on my end. I tested them both within the WooCommerce block and by simply adding the WordPress shortcode to the page.

Could you try adding the shortcode to a blank page and let me know if it still doesn’t work? If the issue persists, you might want to disable some of your WooCommerce plugins to check for any potential conflicts. Additionally, you could reach out to WooCommerce support to explore other options for adding the shortcodes.

I hope this helps, and feel free to let me know if you need further assistance!

Thanks
Elana D.

​Thank you for reaching out to our support team.

There sounds like you might have your WordPress admin cached causing you to have miss-matched configurations. You might need to try and remove the caching on the admin and try to change the settings again.

I’m not sure what caching program you are using but you could try to make the change and clear your caching on WordPress and see if that helps with keeping the settings. It could be your server is set up for caching and configured to cache your admin pages. You might need to reach out to your hosting provider to see if they can prevent the WordPress admin from being cached.

Thanks
Elana D.

Hello Alex,

​Thank you for reaching out to our support team.

It sounds like you may have a corrupt permalink structure. On the main site or the transfer site you can refresh your permalinks. This is an easy task you just need to navigate to Settings > Permalinks and click “Save Changes”.

Once you do this you can create another backup and then try to transfer to the destination site.

Here is an article on how to refresh your permalink structure.

If you still get the error after resetting your permalinks the next step is to replace with default code, in the .htaccess file.

Here is a guide on how to change your default .htaccess code back to defaults.

The Default .htaccess Code

Let me know if that doesn’t work, we are always happy to assist.

Thanks
Elana D.

Hello,

​Thank you for reaching out to our support team.

You can update the Header by going into your WordPress admin -> Appearance -> Customize -> Design -> Header -> Background.

To update the footer color you can go into your WordPress admin -> Appearance -> Customize -> Design -> Footer-> Color.

If you are using templates for your header and footer you will have to update the templates for each.  Here is a guide on how you might accomplish this Update Header Templates. 

Thanks
Elana D.

Hello,

Thanks so much for reaching out, I’m sorry to hear you’re having some issues with mobile responsiveness in BoldGrid Post and Page Builder.

Post and Page Builder allows you to set conditions for which blocks and elements appear on the page, depending on the size of the screen.

By default, all elements are visible on all devices but you can use the responsive utilities in Post and Page Builder to hide specific elements. This allows you to easily build out your WordPress site with a mobile first design approach.

You may also benefit from reviewing this comprehensive guide on using the Post and Page Builder in general.

Other helpful links:

– Using the Desktop, Tablet, and Phone Views
– Working with Columns
– Working with Fonts
– Working with Images

If you let us know what exactly what issues you’re experiencing with mobile responsiveness and we will help you to tackle them one by one.

Hello,

Thanks for reaching out and for using BoldGrid’s Speed Coach website performance test.

I’m sorry to hear your having problems with Speed Coach. One common issue I always see is, if you’re entering your website address exactly like you did in this question, i.e. www.example.com, the reason the test is failing is because there is no DNS for the www. sub-sub-domain.

Instead, enter your website address like so: development.example.com.

I hope this helps. Please let us know if you have any other questions for us.

Hello,

​Thank you for reaching out to our support team.

This should be working for you now.

Thanks
Elana D.

Hello Jose,

​Thank you for reaching out to our support team. Can you try to access your staging account again for me? I was able to log in and access your staging site.

Thanks
Elana D.