goodrockerivo
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Hello,
Thank you for your response.
I performed a quick test, with the first screenshot showing the site without the theme installed. The second screenshot shows the theme and its plugins activated.
With the theme and plugins installed, the site actually performs worse.
I understand that there may be multiple factors that could exacerbate the issue. However, the problem here is that it seems to me that you are trying to suggest, since the beginning of this ticket, that the problem is always related to the server.
Again, I would like to clarify that:
1 – There are 3 different themes on the server and they all work correctly.
2 – This problem only occurs with your theme and its plugins.Given the above, it is puzzling that you continue to insist that the problem lies on the server side, when all signs point to some kind of compatibility issue with the theme.
As you can understand, I have been trying to resolve this issue for almost a month now. If the theme does not function as expected, I will have no choice but to request a refund and opt for purchasing another theme.
Without further ado and with best regards,
Hello,
I don’t encounter any login issues with another installed theme. I can provide a video to prove this fact. It doesn’t seem like the problem is related to the server.
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Hello, thank you for the quick response.
The change to the file has been made as shown in the attached image, and I’m also sending the error report attached.
Debug file: https://we.tl/t-qKJdfWajt1
I am available for further clarification, Thank you
I have conducted the requested test.
When only the “grimlock” and “kirki” plugins are activated, the issue persists but not as severely. With only these two plugins active, it takes about 6 seconds to log in and log out.
For reference, when all plugins are deactivated, the login and logout process takes about 1 second.
As I activate the remaining plugins one by one, the issue worsens until it reaches a significantly high waiting time, as you can confirm in the video.
a) Regarding updates, all plugins and the respective theme are properly updated.
b) In regards to caching, all used browsers had their cache cleared. For additional information, the following browsers were utilized, including in anonymous (or private) mode:Edge
Chrome
Firefox
Brave
The issue persists across all these browsers. Additionally, tests were conducted on three different computers with different IPs in various locations (office, headquarters, and personal computer).Thank you for your time.
Best regards and waiting more instructions,
Hello,
The issue persists. Login and logout processes are extremely slow, sometimes with waiting times of up to 2 minutes. For troubleshooting purposes, here are the tests that have already been performed:
1 – Another theme has been installed on this subdomain. No issues related to logins were encountered.
2 – Only the plugins recommended by the theme are installed.
3 – The only external plugin not recommended is “Really Simple SSL,” which, even when deactivated, does not resolve the login slowness issue.
4 – The “My Private Site” plugin, when deactivated, improves the issue but does not resolve it. :
5 – The problem is only resolved when ALL plugins are deactivated.The issue may indeed lie with one or multiple plugins. The challenge is that only the plugins you recommended are installed. If there’s any incompatibility between the recommended plugins and the theme, I’ll need instructions on how to resolve the issue.
You have full access to the backend. Feel free to view and test. There is currently no confidential information, so if a reset is needed, it’s not a problem.
The username is: sousa, and the password has been provided.
I’ll send the video of the issue as an attachment. Please watch until the end
video link: https://www.transfernow.net/dl/20240313JQoBgLyx
Hello, good morning,
The issue seems to be resolved and apparently resolved itself, however, I cannot let the opportunity pass to comment on the following:
The response that was given was generic, which honestly, did not help to solve the problem at all. As mentioned, there is no external plugin installed, only the plugin provided by the theme. It was also mentioned that I have several sub-domains with different themes installed, so the problem could not be with the server.
I even provided access to the backend so that you could see, and still, you chose to provide a generic response, which, once again, did not help to solve the problem.
Although the problem seems to be resolved, I must mention that I am not very satisfied with the support.
In the future, I suggest that you carefully read the tickets to understand the problem instead of automatically addressing issues related to external plugins and servers, which are not relevant to the problem at hand. If the problem persists in the future, I will reopen this ticket, and if that happens, I expect the necessary support. If I need general information about optimizations, servers, or external plugins, I will consult the manual. I do not need to request support for that.
Sincerely and wishing you a good day,
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Hello, thank you for the prompt response.
The theme is installed on a sub-domain. Currently, I have about 4 different themes installed across 3 sub-domains (plus one on the main domain) without any login issues.
I’ve troubleshooted the problem over the weekend. When I deactivate the “my private website” plugin, the login and logout processes improve. However, the issue seems to be primarily with the theme. Even with the recommended plugins provided by the theme, the problem persists.
As a last resort, I performed a “nuclear reset”, deleting the sub-domain, uninstalling the theme, and removing the database. I then reinstalled everything from scratch, without even altering the theme content. However, after reinstalling the theme, the problem still persists.
Based on the above, the issue seems to be related either to the theme itself or to a specific associated plugin or theme. In the next response, I will provide my login credentials to the back office so that you can precisely identify the problem.
