Joseph W

Hi Brice,

You shouldn’t need to apply the Pro license to your production environment for the Pro Dev mode to work on your development location, and there could be some kind of configuration on your website that is preventing the Dev mode from working properly.

Could you send a message directly to our dedicated W3 Total Cache support team using the Performance > Support tool available in your WordPress dashboard? They should be able to help you figure out why the Pro Dev mode is not working in your development environment.

Please let us know if you have any other questions for us!

Sorry to hear about the problems uploading your video Anna and our team is happy to help you get this working!

What kind of error are you getting when attempting the upload? Could you send us the error message so we can take a look at it to see if we can diagnose the issue?

It is possible that your video file does not use an extension that is supported by the standard WordPress configuration, but since the entire platform is open-source there are some ways to work around this. I was able to locate a plugin in the public WordPress repository named WP Extra File Types that adds to the list of allowed file extensions and could help you get the video uploaded.

I look forward to hearing back from you soon Anna!

Hi Ed,

Sorry to hear about the problems getting logged into your account and our team will do everything we can to help! Could you send a message to support@boldgrid.com to get in touch with our support team directly? That will allow us to get any additional verification information we might need to get your account set up without exposing any potentially sensitive data.

Thank you for you patience Ed and I hope that we can get this sorted out for you soon!

Hi Vinny,

Did you have any luck with the troubleshooting steps provided by our dedicated W3 Total Cache Support team? We are curious what might be causing this problem and we would really appreciate it if you could let us know if any of those techniques worked!

Hi Peter,

You can restore a backup of your main website in a subdomain by following the steps outlined in our WordPress Site Migration guide, the only difference will be where you make the new WordPress installation. Instead of creating a new WordPress installation on a different hosting account you will need to install WordPress in the subdomain location with your current hosting provider.

I hope that this helps you get your backup restored in your subdomain and please let us know if you have any other questions for us!

Hi Allan!

Can you send a message to support@boldgrid.com to contact our support team directly? This will allow us to get the necessary information to verify your account ownership and disable the auto renewal of your subscription.

You’re welcome Michael! Hopefully reinstalling the Inspirations plugin fixed the error message you were getting, but please let us know if you continue to see any other error messages on your website!

Hi Julie, sorry to hear about the problems adding items to the Cart on your website!

Nonce errors can sometimes happen due to the Object Cache settings, and if your website currently has that enabled then that might explain where this issue is coming from.

First, navigate in your WordPress dashboard to Performance > General Settings and look for the Object Cache section there to see if it is turned on. Then, if Object Cache is enabled, go to Performance > Object Cache and make sure that Enable caching for wp-admin requests is deactivated.

I also located a guide from the WooCommerce team that provides some configuration suggestions on how to get WooCommerce to work with W3 Total Cache that offers some additional solutions you can try to get things working as expected.

Please let us know if there is anything else that we can do to help!

Hi Bob!

The Haven theme contains some default style rules that expands the height of the header, which shows more of the background image, on all pages the use the Home page template. I took a look at you website and it appears that the front page of your website is set to use the Default page template instead of the Home one, and this might explain why the background image is not as large as expected.

You can check which template is used on your front page by opening up the Visual Editor for that page. Look for the Page Attributes section on the right side of editing interface, you should see a dropdown that allows you to select which template is used for that page. Select the Home template from that list and Update the page to see if that helps you get the image sized correctly.

Hi Justin,

You can locate the lazy loading settings in W3 Total Cache and make any adjustments you need by navigating to Performance > User Experience in your WordPress dashboard. In those settings you can use the exclusion rules to prevent certain tags from using the lazy loading feature, change how the script is embedded, or turn it off completely.

Please let us know if you have any other questions for us!

Hi Joe,

The tiny gray square above the gallery on https://josephsinnott.dreamhosters.com/personalwork/ seems to be coming from the default style rules contained in the Hifidel theme. The gridblock class is currently added to row element than contains your gallery and this class assignment on that row is the source of the box. Hifidel has a default style rule that creates a pseudo element with a background color before list items in containers with the gridblock class and there are a couple methods we can use to remove that box.

The first method is to remove the gridblock class from the row completely which can be accomplished by temporarily switching your editor to Text mode. Once the editor is in Text mode, locate the row containing your gallery and remove the gridblock class from it.

Another way to hide that box is to use some Custom CSS that specifically targets the gallery type used on your Personal Work page and removes the background color of that pseudo element. This snippet should get rid of that background:

.palette-primary .gridblock .wcsliderfadeauto li:before {
    background: none;
}

I am currently unable to replicate the problem you described with the auto play stopping when clicking on or hovering over an image in that gallery. The only scenario I saw where the gallery stopped shifting is when the window displaying your website was no longer active on my desktop by switching to another browser window. The gallery started cycling again as soon as your website was active again in my web browser. What are the steps I need to take in order stop that gallery from rotating?

Hi Richard,

The Total Upkeep Premium plugin is an extension for the baseline plugin and in order to use the premium features on your website you will need to have both plugins activated.

Please let us know if you have any other questions for us!

Hi Lee,

I sounds like there might be another CSS rule in the theme files that is overriding the custom background color in your CSS rule. There are a couple thing that you can try to make sure that your rule is respected as the page design is render and the first is to increase the specificity of the CSS selector. Try adding .palette-primary to the body.custom-background selector to see if that helps. The new code should look like this:

@media (max-width: 991px) {
    body.custom-background.palette-primary {
        background-size: auto !important;
        max-height: 100vh;
        background-position: center top !important;
        background-color: rgb(200,200,200);
    }
}

You could also add the !important flag after the background-color assist to guarantee that it will always take priority over any other background-color rules.

@media (max-width: 991px) {
    body.custom-background {
        background-size: auto !important;
        max-height: 100vh;
        background-position: center top !important;
        background-color: rgb(200,200,200) !important;
    }
}

Hopefully one of those methods helps you get the correct background color configured and please let us know if there is anything else that we can do to help!

Hi Wendy!

The selector that targets links in your page content and applies your palette colors to them starts with the palette-primary class that is applied to the body element and you should be able to repurpose that selector to make the necessary color adjustments. Here is the snippet you can use to get started changing the global color setting for your links:

.palette-primary a {
    color: #888888;
}

You can also add the !important designation after the color hex to ensure that all of the link colors are changed, but the selector used in that snippet should be using the proper hierarchy so that won’t be necessary.

Hopefully that code works as expected for you and please let us know if there is anything else that we can do to help!

Thank you for sending us that log information Sue!

In the archive log file, the one that is created when making a backup, it looks like the Zip file is not closing properly and a viable backup is never generated that you can restore from.

[2020-10-30 15:35:44 UTC] Archiving of files did not complete successfully: Array
(
[error] => Cannot close ZIP archive file “/home/wp_kf7ap4/boldgrid_backup/boldgrid-backup-www.sabianearth.com-bb4ef3c8-20201030-152613.zip”.
)

Currently it looks like your backups are set to use PCL ZIP as the compressor and one thing you can try is changing to System Zip to see if that helps you create a working backup.

Hopefully changing the compressor helps you get backups and restorations working as expected, but please let us know if you run into any other road blocks!

Hi Isabel,

I clicked on some of the images in the Weddings and Portrait areas on the page you linked and the coverflows no longer appear in front of the popup image.

Were you able to get the problem fixed on your own or am I looking in the wrong place? If you were able to find a solution on your own we would really appreciate it if you could let us know how you got things working correctly!

Thank you for contacting us Brian!

Based on the information in the archive log it appears that the backup process is being terminated before a viable backup file can be produced, and this is likely why there aren’t any files displayed in your Backup Archives.

One possible explanation for the failed backups is if your web server has FastCGI enabled in the PHP configuration. Disabling FastCGI or switching the backup compressor to System Zip in Total Upkeep > Settings > Backup Process might allow backups to start working as expected and display in your Backup Archives.

If there are still problems after switching the compressor or disabling FastCGI please let us know and our team will try to figure out what else might be causing the backup issues on your website.

Hi Ian,

I reached out to our Premium support team for W3 Total Cache on your behalf to check on the status of your ticket and there should be a follow up response on the way very soon!

I hope they are able to get you the support you need and please let us know if there is anything else that we can do to help.

Hi Susan,

Sorry to hear that the your website is down after attempting a restoration, I know how frustrating it can be when something doesn’t work as expected.

If you can still access the WordPress dashboard for your website, could you send us the contents of the restoration log file? You can locate the logs in your dashboard by navigating to Total Upkeep > Tools > Logs. Once you see the list of log files find the restoration log, it should look similar to restore-12345.log.

That log file should tell us what errors Total Upkeep encountered during the restoration and point us towards a solution.

Hi Quinton!

You can locate your Connect key by logging into BoldGrid Central and selecting the Connect keys option from that Dashboard. This will display all Connect keys associated with your account and you can quickly copy the appropriate key information to get it configured on your website.

Please let us know if you have any other questions for us!