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Urgent Issue: Pages Not Loading Correctly on Windows – Video Missing & Layout Issues

paulkleinfeldtpaulkleinfeldt
in Theme support
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Dear Betheme Support Team,


We are generally satisfied with Betheme, but we’ve recently encountered a significant issue affecting multiple websites. As shown in the attached video, pages often fail to load or display incorrectly on Windows computers. We have tested this on different devices, and the issue persists. On Mac, the problem occurs less frequently, but it still happens occasionally.


Some client websites function properly, while others do not. Specifically:

• koehler-projektentwicklung.de – The background video often fails to load.

• dr-michael-thum.de – The page frequently appears broken.


This issue is critical as it negatively impacts our agency’s reputation. All affected websites are hosted on the same server, and the problem has only started occurring recently.


If needed, I can provide a guest login for further investigation. However, this needs to be fixed as soon as possible, as it is not acceptable in its current state.


Looking forward to your prompt response.


Best regards,

Paul Kleinfeldt

Comments

  • PhilPhil

    Hey,

    Please send us the WordPress dashboard and FTP access privately through the contact form, which is on the right side at https://themeforest.net/user/muffingroup#contact and we will check what might be the reason.

    Notice!

    Please attach a link to this forum discussion.

    Sending incorrect or incomplete data will result in a longer response time.

    Therefore, please ensure that the data you send are complete and correct.

    Thanks


    BTW when I checked http://dr-michael-thum.de/ it loaded correctly each time. Are there any particular steps to reproduce this issue?

    Learn more: Video Tutorials | How To | FAQ Vote on what comes next
  • paulkleinfeldtpaulkleinfeldt
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    Hey,

    I have already sent the access details, but not in a specific format. To ensure clarity, I have now also sent screenshots from my iPhone.

    Let me know if anything is missing or if you need any additional information!

    Thanks and best regards,

    Paul

  • PhilPhil

    Sorry, but we didn't get any message from you yet.

    Please check your mail inbox for our response. Look also inside the spam folder.

    If you don't have any message from us, please send your login credentials again.

    Be sure that you sent all of the required information mentioned in the previous message.

    • link to this forum discussion
    • link to your website
    • login credentials
    • FTP credentials

    Thanks

    Learn more: Video Tutorials | How To | FAQ Vote on what comes next
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