If you encounter a problem with our themes it is important to troubleshoot the cause. It could be caused by your environment, a possible third party plugin conflict, you are using an old version of the theme or Visual Composer, your server does not meet with requirements or it may be a bug in our code.To troubleshoot a theme issue, you need to follow the steps below:
Make Sure You Use the Latest Version.
Make sure that you use the latest version of the theme and Visual Composer plugin. Read this article for Jupiter, this article for The Ken and this article for Visual Composer to get more detailed information.
If you are using a Child Theme and if you have overridden the PHP files, make sure that the PHP file which you copied from the parent theme is updated and using the latest version. In some cases you override a PHP file in the child theme and then you update the parent theme and on that update the original PHP file is changed. That will make your version of the file in your child theme outdated and may cause problems. In such cases you need to copy the new PHP file from your parent theme to your child theme and do your customization again. For more information about child themes click here for Jupiter and here for The Ken. Also it is good to check the latest changes in version 5 of the Jupiter theme regarding the Child Themes.
Check for the Third Party Plugin Conflicts.
In some cases your additional third party plugins which you installed may conflict with our themes and cause problems. To make sure that it is not the case go to WordPress Admin Menu > Plugins and select all the plugins except Visual Composer and Deactivate them. If the problem goes away, try to activate the plugins one by one to find which one is causing the problem. Open up a support ticket and inform us about the conflict.
Check Your Custom CSS and JS code.
Go to Theme Options > Advanced > Custom CSS/Custom JS in Jupiter and Theme Settings > Skin > Custom CSS/Custom JS in The Ken and delete any code that you may have added there. Then test the website and see if the problem goes away. This will allow you to rule out a possible problem caused by the custom code you added there.
Go to WordPress > Appearance > Themes and change Jupiter or The Ken to other theme such as the WordPress default Twenty Sixteen theme. If the problem is still there then it is not related to our theme and you need to seek support from WordPress Support Website.
Make Sure Your Server Meets the Requirements.
Read this article to understand how you can find your server details and compare them with Jupiter and The Ken server requirements. If your server does not meet with the prerequisites you either need to contact your hosting service provider and ask them to make the necessary changes to fix the issue or choose another hosting service provider which will meet the requirements.
Make Sure You Have File Permissions.
To use our themes you need to have write permission for all your WordPress files and folders on your server. For more information read this article.
Make sure that you clear your browser, Theme, WordPress and Server cache. For more information read this article.
If you have problems installing Jupiter or The Ken specific Templates (Demo Content), read this article for a detailed troubleshooting guide.
If you performed all of the actions above and you still have problems, contact our support and our support staff will be there for you to help.