Okay

Studio Update: We're officially back and already working on some cool new features and designs that we're excited to share with you.

Fun fact: 9 out of 10 tickets don't have enough information for us to help! That means more work for us and longer wait time for you. Please, help us help you. Read the following and include 01 - 05 (below).

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Hi Everyone and Happy Summer!

We support basic theme questions & bug reports. We are also currently accepting feature requests.

We don't ever support customization requests, new or modified functionality, plugin integrations, hosting issues, themeforest account issues, etc.

So what does this mean?

This means that if you are experiencing issues, to first make sure your install is (required):

  1. Up-to-date: Running the latest/updated theme, plugins, & WP version
  2. Stock: Unaltered theme files and all non-theme-included plugins deactivated

These steps are necessary for us to be able to help: Standard Troubleshooting Steps

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If you have multiple questions please open individual tickets to help expedite your tickets.

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From there, if you are still have a bug that you would like to report, please include the following:

01: An active URL to the element(s) in question. (If you're working on localhost, unless its a known issue, unfortunately it's hard for us to help unless we can see a live example

02: Screenshot(s) or screencast to help illustrate the issue

03: A walkthough on "how to replicate this issue" on our end

04: An endgoal of what you would like to achieve and/or what you would like us to do (for example "fix it" isn't always applicable)

05: A temporary login if necessary (as a private ticket or as a private response to a public ticket) so that we can further diagnose the issue

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Don't forget to re-read your ticket! If it doesn't make sense to you, it won't make sense to us ; )

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Quick Links

Support Policy: http://themeisland.ticksy.com/article/1455

Updating: http://themeisland.ticksy.com/article/1859

Premium Plugins: http://themeisland.ticksy.com/article/1860

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Additional Information:

We do our best to answer all tickets within two business days. You're information from the checklist above will help us help you faster. If it appears the issue is plugin-related, we may kindly ask that you contact the author of your plugin/code for support. Each time you post, your ticket will get sent to the bottom of the queue, so it's best to wait for a response before posting again to ensure your ticket is answered as fast as possible.

Cheers! Charlie

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  Public Ticket Activity

Kelly Mobile Version cuts off Text   Updated 1 day ago   3   Hedge | A Unique Multipurpose Theme Most recent comment from Kelly:Hi Charlie - I've tried desktop IE, Firefox, Chrome, Safari, and iPhone6 Safari and both sites (kalsee.com and the Hedge demo theme), and run into the problem on all. These are all the latest ... DAnte Tags Bug?   Updated 3 days ago   2   Campus | Premium Multipurpose WordPress Theme Most recent comment from Charles Jones:Hi DAnte, Thanks for the heads up. I see what you mean, and will add this to my notes. If I can, I'll try to fit this as an option in the next update. Cheers!Charlie Brandon Willis Events Calendar Not Working   Updated 5 days ago   2   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Brandon, Thanks for the question and I'm happy to help out. 01 - First, try running through our Standard Troubleshooting Steps to see if that clears this up for you. 02 - From there, if ... Thang Nguyen warning: array_key   Updated 2 weeks ago   6   Campus | Premium Multipurpose WordPress Theme Most recent comment from Charles Jones:Hi Jay, Thanks for the question. Please pickup the latest available theme version to fix this issue. Campus | Update Log Cheers!Charlie Standard Troubleshooting Steps | File a Support ... Naomi Reduce section-header height   Updated 3 weeks ago   4   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Excellent, glad to hear that worked out. Let me know if you run into any other issues with the theme or the included options. Cheers!Charlie Craig Mobile Navigation Not Working   Updated January 11, 2016   4   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Awesome :) Радмир pagination on posts page   Updated January 11, 2016   2   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Радмир, Thanks for the question. Unfortunately, though, our scope of support is limited to bug reports and the stock functionality advertised in the demo: Support Policy This excludes ... Craig Theme Options & CSS Not Working Properly   Updated January 6, 2016   9   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:03 jon menu font   Updated January 4, 2016   4   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Lanny, Try updating the Styles: Polytechnic plugin to this 1.4 version. That's working on my end :)From there, if you're still having issues, I'll need some additional information for this bug ... Craig Navigation Suddenly Screwed Up & Issue with Videos Loading in Tour Plugin on Course Post   Updated December 21, 2015   5   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:I'll look into removing this in a theme update (probably will add it as an option), but for now you can either remove it manually from the plugin-loader files (2), use a child theme to override these ... Colin Failed to import Media   Updated December 18, 2015   5   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:No worries, thanks for the update. In case you're interested, after hours/days of digging/writing/testing, I was able to finally put together a patch regarding the media not importing. I know you've ... Abubaker demo content   Updated December 18, 2015   1   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Abubaker, Thanks for filing this with me. I've actually put together a patch for this and rolled it out in the 1.2.3 version theme's Resources folder: Polytechnic | Update Log I'll also include ... Naomi Importing Demo-content.xml   Updated December 12, 2015   3   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Naomi, Thanks for the question and for the update! Let me know if you run into any other issues or questions. In case anyone else runs into this and finds this ticket, this article should clear ... Scott two issues with theme / menu & font   Updated December 9, 2015   4   Polytechnic | Powerful Education, Courses & Events Most recent comment from Charles Jones:Hi Scott, These articles/faqs should help clear this up :) Premium Plugins FAQ: Do I need a license code? Need the latest version? Support? Polytechnic | HelpBriefly, though, the walkthrough I ... Yasir NV How to add more than one faculty to a course   Updated November 26, 2015   3   Polytechnic | Powerful Education, Courses & Events Most recent comment from Yasir NV:Thanks
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