[joshuagreene]

This will be my last post, as it has recently become apparent that this is in fact an issue with the plugin. You were correct all along, and I apologize for wasting your time, and expressing such frustration here.

I am a newbie, and because the response time was so much faster with the plugin developer, I incorrectly assumed that what they were telling me was accurate. I’m still learning — and apparently the folks at Kinsta’s tech support are too.

Given this development, I will not be requesting a refund after all, as it appears your theme is working just fine. Thank you so much for your time, and…

Sincerest Apologies,
jg

[joshuagreene]

I know you’ve decided not to address this theme problem at this time, but for reference (should you want to actually FIX it going forward for future customers), below is a screengrab of the load Summary for just ONE of the font images the MY MUSIC BAND PRO theme is calling in Safari (that it does NOT call in any other tested browser).

MY MUSIC BAND PRO SVG Summary

As you can see, SOMETHING IS WRONG. And this is just one of TWELVE calls that the theme is making, which I’ve shown in prior posts is adding up to FIFTY seconds of load time — in Safari ONLY.

As Safari is able to use other web fonts, I would recommend testing this theme with this particular one REMOVED. It is clearly causing issues, and doesn’t seem to be necessary to the functionality of the theme. Which is otherwise pretty great.

[joshuagreene]

Thank you. I’ll do that. FWIW, though…

I find it incredibly frustrating that you refuse to even MENTION, let alone address the deprecated font you have baked into the theme. You say you’ve tried to debug, but you simply won’t talk about the issue we’re ALL seeing. The tech support team at Kinsta have nothing to do with the website (other than hosting it), and they are of the opinion that the theme design — NOT THE PLUGIN — is at fault, and have specifically called out the deprecated font as being the issue. Why you’d refuse to even talk about it is suspect to me. That said…

Thank you for allowing the refund. I do appreciate the gesture.

jg

[joshuagreene]

I have spoken with plugin support for WooCommerce Product Table. They too have logged into the website to troubleshoot.

Their suggestion was to find a new theme as their plugin works perfectly with every other theme we’ve tried. Your suggestion is to disable their plugin, which is not an option as it powers the most important feature of my website.

Clearly the issue is between their plugin and your theme. It would be so helpful if you would reach out to them and help us find a solution, or if someone at Catch Themes would look into your code and address what’s causing the issue.

As I’ve pointed out repeatedly, the hang happens in Safari when the theme calls for the SVG font icons. These are image files that I DID NOT UPLOAD. The THEME is calling for them. Chrome, Firefox, etc. DON’T ALLOW those font icons because it’s a deprecated font. Can you not simply remove that call from the theme — or just tell me WHERE TO GO to REMOVE ALL OF IT myself?

If this is something you cannot or refuse to address, then I’d like a FULL REFUND. It won’t compensate me for the two months I’ve spent building this site or the business I’ve lost as a result of it not working properly, and I will obviously have to completely redesign with a new theme, but the functionality of my site DEPENDS on the plugin you’re asking me to disable — a plugin that works flawlessly with EVERY OTHER THEME we’ve tried.

Please. PLEASE give me some options here. With respect, I understand that this is an issue between a plugin and a theme. However, the evidence points toward the theme as the cuprit, and I don’t feel like you’ve given it the attention it requires.

PLEASE Help. Thank you,
jg

[joshuagreene]

Thank you for following up.

Yes, before I posted my last reply, I changed your code (from 120 to 59), then regenerated my images with the Regenerate Thumbnails plugin, and everything is working correctly now. My frustration was because I asked where the code was, and got a reply indicating it wasn’t your code. So I spent an hour looking for it on my own, when you could’ve just pointed me there to begin with.

All good though. Please just look into the issue I’m having in my other post in this forum. I can’t go live with my site until it’s fixed, and I’ve already lost a month of business due to the page’s inability to load correctly in Safari.

Thank You,
jg

[joshuagreene]

FWIW… I don’t know much (if anything) about coding, but there are 2 Uncaught ReferenceErrors in My Music Band Pro’s Theme Files at: assets/js/functions.min.js:1.

Both errors say “MusicBandScreenReaderText is not defined.”

DevTools – Console Tab

This may or may not have anything to do with the issue I’m having, but it would appear this is a mistake. If I knew anything about javascript and css I’d fix it myself, but… that’s why I purchased a custom theme from a company that does.

Please advise,
jg

[joshuagreene]

Here’s one more waterfall for reference. This time it added over FIFTY seconds to the load:

[joshuagreene]

For reference, here’s the waterfall for the page in question.

As you can see, it speeds along just fine ’til it hits those PNGs and SVGs (images that I did NOT upload). Interestingly, they are NOT present in any browser other than Safari. Kinsta tech support and I gather that the reason they don’t appear in other browsers is because those browsers have stopped supporting those font images.

I’m a total newbie, but it appears that your theme is causing this to happen. And as you can see, it’s adding TWENTY-EIGHT seconds to my load time.

If this isn’t a theme issue, could you at least point me in a direction so that I can begin troubleshooting elsewhere. And if it IS a theme issue, please address it so that the theme runs as efficiently as possible.

Thank You,
jg

[joshuagreene]

With Respect,

This response is categorically WRONG. Did you write this plugin? And if so, do you KNOW how it works?

This theme (and I’m assuming ALL your themes), overwrite WooCommerce’s ability to set specific thumbnail sizes. Simply go to the Customizing/WooCommerce/Product Images page and you’ll see that the ability to specify thumbnail size has been removed. YOUR THEME is what removes that functionality. While I’ve only been doing this for a couple weeks, that’s fairly common knowledge I think.

So I went digging through your theme, and after an hour finally found: Theme Files/Inc/Customizer/WooCommerce.php. Within that file is the following code:

function my_music_band_woocommerce_setup() {
add_theme_support( ‘woocommerce’, array(
‘thumbnail_image_width’ => 480,
‘single_image_width’ => 580,
‘gallery_thumbnail_image_width’ => 120,
) );

According to your answer above, the WooCommerce Product Plugin wrote that code. Really? I’m a newbie, so maybe I’m missing something, but it sure looks like it’s hardcoded into your theme. Again, with respect…

All you had to do was point me to that php file in your theme, and it would’ve saved me an hour of my life. Hopefully you’ll take a little more time to address the other question I posted yesterday. Your first attempt there was equally dismissive, and I’m trusting that we’ll get on the same page here soon.

Thank You,
jg

[joshuagreene]

With respect, this reads like a stock response you send for every question: “Works on our end, must be you. Check your plugs.”

As I mentioned in my original post, I’ve spent HOURS with Kinsta tech support trying to resolve this, as I had a hunch you might not be as interested in keeping my business as they are. I was obviously correct. That said…

If I’ve spent hours trying to resolve this issue, don’t you think one of the very first things I tried was disabling my plugins? Give me a little bit of credit. Please.

Also, telling me that you checked YOUR demo in Safari and it works just fine means nothing. I’m not trying to run your demo, I’m trying to run MY WEBSITE. What’s more, I was very clear what the issue appears to be. It’s a problem with the SVG font — a font you’ve coded into this theme that is DEPRECATED. You didn’t even mention that in your resply. Why not?

Because you posted a stock response — TWICE, actually. However, I’m going to give you the benefit of the doubt, hope that it was actually just an automated reply, and trust that you’ll now actually HELP me address this issue.

Please tell me what you need from me to begin resolving this issue. If you can assist me in finding a resolution, I’ll leave you one of those glowing reviews you so often ask for — because good service warrants a good review. If you reply with another stock response, however, I’ll assume you’re not interested in helping, and my review will reflect that.

Respectfully,
jg

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