All ticketsCategory: TechnicalUnwanted additional white bands/blocks with crosses.
Marjoline van der Jagt asked 3 years ago

Hi there,
Love your tool and the way it is developing.
Unfortunately, right now I have an issue with unwanted white bands and block on the front-end of the tour. I am including two images to show you what I mean. Can you tell me how to get rid of these unwanted extra’s?
Kind regards, Marjoline
Shows the problem in the initial screen.
Show the issue in the full screen view

10 Answers
C S Sultan Staff answered 3 years ago

Hi Marjoline, can you try deactivating the plugin, Advanced Iframe for a few minutes and see if the tour works fine then?

Marjoline van der Jagt replied 3 years ago

Hi guys,
Deactivated the plug, emptied the website cache, emptied the browser cache, no difference, I am afraid.
Cheers,
Marjoline

Nazmus Sakib Staff answered 3 years ago

Okay, lots of plugins active there. You can debug with deactivating them one by one to find any plugin clash. Or you can give us Admin access to debug the error. 

Marjoline van der Jagt replied 3 years ago

No problem, Admin access coming right up…

C S Sultan Staff answered 3 years ago

Hi Marjoline, it’s best if you give us a temporary access and one of our developers can handle this matter. It will be easier to understand the issue and find the solution. You may e-mail us the temporary access to support@rextheme.com and we can go from there. Thanks.

Marjoline van der Jagt replied 3 years ago

I have just sent the required information.
Kind regards,
Marjoline

C S Sultan Staff answered 3 years ago

Hi Marjoline, how are you?

The login access you gave doesn’t allow us to check the backend.

We will need access to the wp-dashboard with permission to create pages and posts, and to add or remove plugins.

Then we can identify the issue.

Thanks.

C S Sultan Staff answered 3 years ago

Hi Marjoline,
It appears that there was no plugin conflict at all.
You are using WPBakery page builder. Over here, when you pasted the shortcode on the text block, for some reason, it got enclosed with <code> tags.
We advise you to use the HTML block when applying shortcodes.
And if you do wish to use Text block, after pasting the shortcode, click on Text on the top right corner and check if there are <code> tags.
See Image: https://prnt.sc/nvaiku
If you see <code> tags, remove them and the tour should work just fine.
Do let me know if this solved your issue.
Thanks.

Marjoline van der Jagt replied 3 years ago

Great, CS, that did the trick!
Thanks,
Cheers,
Marjoline