I will need to closely examine your website. Therefore, I will require temporary access (WP-Admin and FTP) to a test site where the problem has been replicated, if possible. This will enable me to provide better assistance and determine if any configurations need to be modified.
Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements.
Your upcoming reply will be treated with confidentiality and will only be visible to you and me.
✙ To resolve the issue, I may need your consent to deactivate and reactivate plugins and the theme, as well as make configuration changes on the site if necessary. This emphasizes the significance of having a backup.
We apologize for the inconvenience, but in order to proceed with troubleshooting, we kindly request a site snapshot. Alternatively, with your permission, we can create a snapshot on our own.
For this purpose, we typically recommend using the free plugin "Duplicator." If you are already familiar with how Duplicator works ( https://wordpress.org/plugins/duplicator/), please skip the following steps and simply send me the archive file you downloaded.
To assist you further, please follow these instructions:
Watch the Duplicator instructions video: hidden link
If the archive file exceeds 400MB in size, please utilize Duplicator's file filters to exclude the cache, wp-uploads directory, media, and archive files.
Once you have the archive file, please share the link with us. You can use services such as Google Drive, Dropbox, or similar platforms as the snapshot file will likely be large.
Please note that your next reply will be private, visible only to you and me. You can paste the link to the file there. Rest assured that once the issue is resolved, I will delete the local site.
I'm sorry for the delay over the weekend. I have a copy of the website, and I will conduct a thorough troubleshooting process. I will get back to you as soon as possible.
I've checked and it seems to work fine when I deactivated the "WPML Media" plugin. hidden link . Please allow me to check with our 2nd Tier Support for this and I will come back to you once I've feedback.
Please refer to the workaround below for a temporary fix.
Workaround
Edit file wp-content\plugins\cornerstone\includes\classes\Services\FrontEnd.php (For Pro theme path could be different as CS builder is embedded in the theme e.g. wp-content\themes\pro\cornerstone\includes\classes\Services\FrontEnd.php)
go to line number 88 and replace
Thank you.
I have done the code change.
Now it seems to work.
As you know, on the next update of Pro theme the change will be overwritten.
When there will be a right fix for this?
Kind regards,
Hannes