I hope this message finds you well. We have recently encountered some issues with the theme designed by your team for our WordPress website. We would like to bring these issues to your attention and request your assistance in resolving them. Additionally, we have some feedback regarding the documentation that we believe requires improvement.
Issues:
1. Separated Header, Footer, and Static Sidebar: When we use the theme, we notice that the header and footer are duplicated on each page. This leads to the following problems: To create a new page, we need to manually copy and paste the header and footer elements, which is time-consuming and not user-friendly. The static sidebar is copied across all pages, making it challenging to create unique sidebar content for individual pages.
2. Bug with Polylang Plugin for Multilingual Support: We have integrated the Polylang plugin to add multiple languages to our website. However, we have encountered a bug while using this plugin. To provide a better understanding of the issue, we will attach a video to this support ticket that demonstrates the problem.
Sorry the language its farsi, but as you can see in the video when we change one language all language change and are not working right.
3. Duplicated Slider Bar: We have noticed that the slider bar is also duplicated on different pages, which is not the desired behavior. This duplication affects the overall user experience and consistency of our website.
4. Right-to-Left (RTL) Pages: We are unsure if the theme supports Right-to-Left (RTL) pages, and we would appreciate it if you could confirm whether this functionality is available.
Documentation Feedback: Our developer team has reviewed the documentation provided for the theme and found it lacking in clarity and completeness. They believe that some key features and configurations are not well-documented, which has led to challenges in implementing the theme effectively.
Action Required: We kindly request your support in addressing the issues mentioned above and providing guidance on how to resolve them. Additionally, we would appreciate an update or improved documentation that can guide us through the theme's features and configurations more effectively.
We look forward to your prompt response and assistance in resolving these issues, as they are affecting the functionality and performance of our website. If you require any further information or access to our website to investigate the problems, please do not hesitate to ask.
Thank you for your attention to these matters, and we hope for a swift and satisfactory resolution.
We're really sorry for the late reply, We took a few days off.
1) You don't need to re-create nor duplicate the header and footer for each page, you just need to create one header and one footer template, and assign them to the pages by checking the display conditions, I would suggest you take a look at the following articles:
2) Are you sure you've set the Polylang plugin settings correctly, I would suggest you take a look at the following link which leads you to the documentation of the Polylang plugin because our theme is fully compatible with the Polylang plugin.
3) Again for the sidebar, you can do the same as for the header template, create one template and assign it to the pages.
4) The theme supports the RTL, there are websites that were done in RTL with our Neuron Builder plugins, and the clients didn't have any issues while using it.
Hello Dear, don't kidding me we know how to create a header or footer, but there is a BUG in template after creating headers for each language one change in one headers for example English will bring the mess in other languages ! I send you our admin panel you can check buy your self,
go to template and find Header (Side) one change in this will effect to all other language pages.
the picture its for my landing page DE language , I just edit the header (side) Persian Lang.
I'm currently working on your site checking the settings of the popup templates, as it seems that there's an incompatibility between the Polylang and Neuron Builder plugins, I'll be back with something as soon as possible during the day.
Just wanted to let you know that the development team is already checking the issue, and there'll be an update of the Neuron Builder plugin if needed to resolve this issue, we'll let you know about anything.
I am very sorry for the late reply, we were not working on the weekend.
The issue was not with the Polylang plugin, but with the display conditions of the templates, so I've already done some configurations to the header/popup templates, and now I think that everything's displaying alright, can you please take a look at it?
I hope this message finds you well. Unfortunately, the problem we discussed earlier has not been resolved. To provide further details, our website utilizes a template with four main headers, each designated for a specific language through the Polylang plugin within the site header.
Additionally, there is a defined header named "Overlay Menu," which is created for all four languages. Our goal is to ensure that each language displays the corresponding header side along with its internal header.
For your convenience, you can review the header configurations for each language using the following links:
I hope this message finds you well. I am writing to express my concern regarding an ongoing issue that has been raised for over a week now. Despite submitting a ticket on November 15, 2023, at 12:40 am during regular working hours, we have yet to receive a satisfactory resolution.
The delay in addressing this matter has put us behind schedule, and we anticipate our customers may raise concerns regardless of the nature of the issue with the theme. Their primary concern is the timely resolution of problems. I urge your team to prioritize and expedite the resolution of this issue to prevent any further inconvenience.
Your prompt attention to this matter is greatly appreciated.
We sincerely apologize for the challenges you encountered while using our Otello theme. Our primary goal is to ensure the utmost satisfaction of our clients with our products, and it's disheartening to learn that we fell short of meeting your expectations this time.
Our support team invested their best efforts in assisting you with the issues related to the templates not displaying correctly on your site. They maintained constant communication with you, though there were instances of delayed responses as they diligently worked in the backend of your site to resolve the issue.
If, despite our efforts, you find the theme unsatisfactory and have decided to opt for another one, we completely understand. In such a case, we are more than willing to provide you with a full refund.
Once again, we extend our sincere apologies for any inconvenience caused during your experience with our theme.
Dear Support Team,
I hope this message finds you well. We have recently encountered some issues with the theme designed by your team for our WordPress website. We would like to bring these issues to your attention and request your assistance in resolving them. Additionally, we have some feedback regarding the documentation that we believe requires improvement.
Issues:
1. Separated Header, Footer, and Static Sidebar: When we use the theme, we notice that the header and footer are duplicated on each page. This leads to the following problems: To create a new page, we need to manually copy and paste the header and footer elements, which is time-consuming and not user-friendly. The static sidebar is copied across all pages, making it challenging to create unique sidebar content for individual pages.
2. Bug with Polylang Plugin for Multilingual Support: We have integrated the Polylang plugin to add multiple languages to our website. However, we have encountered a bug while using this plugin. To provide a better understanding of the issue, we will attach a video to this support ticket that demonstrates the problem.
Video: https://mynikan9.ir/video/partocolo.mp4
Sorry the language its farsi, but as you can see in the video when we change one language all language change and are not working right.
3. Duplicated Slider Bar: We have noticed that the slider bar is also duplicated on different pages, which is not the desired behavior. This duplication affects the overall user experience and consistency of our website.
4. Right-to-Left (RTL) Pages: We are unsure if the theme supports Right-to-Left (RTL) pages, and we would appreciate it if you could confirm whether this functionality is available.
Documentation Feedback: Our developer team has reviewed the documentation provided for the theme and found it lacking in clarity and completeness. They believe that some key features and configurations are not well-documented, which has led to challenges in implementing the theme effectively.
Action Required: We kindly request your support in addressing the issues mentioned above and providing guidance on how to resolve them. Additionally, we would appreciate an update or improved documentation that can guide us through the theme's features and configurations more effectively.
We look forward to your prompt response and assistance in resolving these issues, as they are affecting the functionality and performance of our website. If you require any further information or access to our website to investigate the problems, please do not hesitate to ask.
Thank you for your attention to these matters, and we hope for a swift and satisfactory resolution.
Sincerely,
Hi Kamal,
We're really sorry for the late reply, We took a few days off.
1) You don't need to re-create nor duplicate the header and footer for each page, you just need to create one header and one footer template, and assign them to the pages by checking the display conditions, I would suggest you take a look at the following articles:
- https://docs.neuronthemes.com/article/143-how-to-create-a-header
- https://docs.neuronthemes.com/article/147-how-to-create-a-footer
- https://docs.neuronthemes.com/article/142-conditions
2) Are you sure you've set the Polylang plugin settings correctly, I would suggest you take a look at the following link which leads you to the documentation of the Polylang plugin because our theme is fully compatible with the Polylang plugin.
- https://polylang.pro/doc/
3) Again for the sidebar, you can do the same as for the header template, create one template and assign it to the pages.
4) The theme supports the RTL, there are websites that were done in RTL with our Neuron Builder plugins, and the clients didn't have any issues while using it.
Again, we're really apologize for the late reply.
Feel free to ask for anything you need.
Kind Regards
Hello Dear, don't kidding me we know how to create a header or footer, but there is a BUG in template after creating headers for each language one change in one headers for example English will bring the mess in other languages ! I send you our admin panel you can check buy your self,
go to template and find Header (Side) one change in this will effect to all other language pages.
the picture its for my landing page DE language , I just edit the header (side) Persian Lang.
Please check by your self.
Attached files: Screenshot 2023-11-07 at 14.53.03.png
Hi Kamal,
I'm currently working on your site checking the settings of the popup templates, as it seems that there's an incompatibility between the Polylang and Neuron Builder plugins, I'll be back with something as soon as possible during the day.
Feel free to ask for anything you need.
Kind Regards
Hi Kamal,
Just wanted to let you know that the development team is already checking the issue, and there'll be an update of the Neuron Builder plugin if needed to resolve this issue, we'll let you know about anything.
Feel free to ask for anything you need.
Kind Regards
Hi
We are happy to find out how can we solve this problem, please let me know the steps !
Hi Kamal,
I am very sorry for the late reply, we were not working on the weekend.
The issue was not with the Polylang plugin, but with the display conditions of the templates, so I've already done some configurations to the header/popup templates, and now I think that everything's displaying alright, can you please take a look at it?
- https://ibb.co/hLwLbnp
- https://ibb.co/t2GvFrc
- https://ibb.co/NjmPGhh
- https://ibb.co/282DBzV
Feel free to ask for anything you need.
Kind Regards
Hello and good morning,
I hope this message finds you well. Unfortunately, the problem we discussed earlier has not been resolved. To provide further details, our website utilizes a template with four main headers, each designated for a specific language through the Polylang plugin within the site header.
Additionally, there is a defined header named "Overlay Menu," which is created for all four languages. Our goal is to ensure that each language displays the corresponding header side along with its internal header.
For your convenience, you can review the header configurations for each language using the following links:
Your assistance in resolving this matter is greatly appreciated. Please let us know if you require any additional information.
Reminder!!!!!
Hi Kamal,
I am very sorry for the late reply, we were not working on the weekend.
I'll just lead this to the dev team once again, hope they can take a look at this as soon as possible today, I'll let you know about anything.
Feel free to ask for anything you need.
Kind Regards
Subject: Urgent: Request for Prompt Resolution
Dear
I hope this message finds you well. I am writing to express my concern regarding an ongoing issue that has been raised for over a week now. Despite submitting a ticket on November 15, 2023, at 12:40 am during regular working hours, we have yet to receive a satisfactory resolution.
The delay in addressing this matter has put us behind schedule, and we anticipate our customers may raise concerns regardless of the nature of the issue with the theme. Their primary concern is the timely resolution of problems. I urge your team to prioritize and expedite the resolution of this issue to prevent any further inconvenience.
Your prompt attention to this matter is greatly appreciated.
Best regards,
Hi @MaQin-kamal,
We sincerely apologize for the challenges you encountered while using our Otello theme. Our primary goal is to ensure the utmost satisfaction of our clients with our products, and it's disheartening to learn that we fell short of meeting your expectations this time.
Our support team invested their best efforts in assisting you with the issues related to the templates not displaying correctly on your site. They maintained constant communication with you, though there were instances of delayed responses as they diligently worked in the backend of your site to resolve the issue.
If, despite our efforts, you find the theme unsatisfactory and have decided to opt for another one, we completely understand. In such a case, we are more than willing to provide you with a full refund.
Once again, we extend our sincere apologies for any inconvenience caused during your experience with our theme.
- https://themeforest.net/refund_requests/new
Kind Regards