pre loader will not disappear & page will not load

  • Resolved Rob_Strickland

    (@rob_strickland)


    1 year, 6 months ago

    Hello, I had to turn off the 10web, because the pre-loader never loaded. I went into the theme settings and turned off the pre-loader, but it still showed and the page never loaded…

    So as of now I have 10web off and disconnected from the site.

    The theme is Jupiter.

    Thanks for your insight in advance,

    Rob

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Mane Grigoryan

    (@manegr)

    Hi dear @rob_strickland ,
    Thank you for contacting us. We apologize for the wait.

    Pre-loaders conflict with 10Web Booster. Thus please, make sure the pre-loader is disabled.

    However to proceed we will need Booster to be enabled on your website and the website connected to 10Web Dashboard – it can be done in?Test Mode. When the Test Mode is enabled, your live website will return to its original state, deactivating any optimization done by the booster and reversing any issues caused by the 10Web Booster.

    To enable the test mode:

    1. Log in to your 10Web account
    2. Click on the website where you want to enable the test mode
    3. To the left of the dashboard under Website Booster click on Frontend > Settings tab
    4. In the Test Mode section, click the toggle
    5. Click on Enable to activate

    Once done, please kindly let us know so our team could troubleshoot your problem ASAP.

    Will be looking forward to hearing back from you!
    Regards, Mane

    Thread Starter Rob_Strickland

    (@rob_strickland)

    Thank you, Mane, I have connected and turned on test mode. The pre-loader is also turned off, and yet some of the site elements are not visible… when enabled. Such as the hero image on the home page and the “refinishing” image.

    Regards,

    Rob

    Plugin Support Mane Grigoryan

    (@manegr)

    Hi @rob_strickland ,
    We sincerely apologize for the delay in addressing your concerns and any inconvenience it may have caused.

    Our team worked diligently to optimize the website. Unfortunately, we have been unable to achieve the desired level of improvement.

    Once again, we apologize for any frustration this may have caused and thank you for your understanding.

    Best regards, Mane

    Thread Starter Rob_Strickland

    (@rob_strickland)

    Hello, Mane, Thanks for your reply. I am sad this didn’t have a better outcome… I had paid for PRO version.

    What obstacles prevented you from being able to optimize better?

    Should (and how do) I request a refund?

    Thanks,

    Rob

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    I had paid for PRO version.

    Cool! But the developer cannot support customers here. They could get into real trouble if they did. That’s not permitted for anyone.

    For pro or commercial product support please contact the developer directly on their site. This includes any pre-sales and refund topics as well.

    https://help.10web.io/hc/en-us/requests/new

    As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.

    • This reply was modified 1 year, 6 months ago by Jan Dembowski. Reason: Corrected link
    Plugin Support Mane Grigoryan

    (@manegr)

    Hi @rob_strickland ,

    In case you are using the Pro version of the plugin, please, kindly log into 10Web Dashboard with your account credentials to get support. Here are the available options to connect with our support team:

    1. Chat: Log into your 10Web Dashboard and look for the chat widget located in the bottom-right corner. Click on it to initiate a conversation with one of our support agents in real-time. Our chat service is available 24/7.
    2. Email: If you prefer written communication, feel free to send us an email at via this form. Our dedicated support team will promptly respond to your inquiries.

    Thank you for choosing our services.
    Regards, Mane

Viewing 6 replies - 1 through 6 (of 6 total)
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