New Landing How can we help? Themeforest Theme Support Dante Accordion Issues on Internet Explorer 11

Viewing 15 posts - 1 through 15 (of 15 total)
  • Posted in: Dante
  • #144392
    tsimarketing
    Member
    Post count: 267

    We have a couple clients that seem to be having trouble viewing the accordions on our website, but it seems to only be clients using Internet Explorer 11. Apparently they are just not seeing any of the information in the accordions or the accordions at all. I have looked through your forums, and it appears that people are having a lot of issues with things not working right on Internet Explorer. Is there anyway to fix this issue so our clients can view the accordions on Internet Explorer?

    #144398
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    Hi,

    Can you provide the password to see that page content?

    -Rui

    #144399
    tsimarketing
    Member
    Post count: 267
    This reply has been marked as private.
    #144408
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    Hi,

    This is what I’m seeing in IE11. It seems fine.

    https://www.dropbox.com/s/4ztwsj8uoj2kn3u/IE11_accordion.png?dl=0

    Try to clear the browser cache.

    -Rui

    #144409
    tsimarketing
    Member
    Post count: 267

    Yeah, the thing is it only seems to happen to certain clients using Internet Explorer. Because there are some that see it just fine on their Internet Explorer. Are you able to see the information in all the other tabs? I will let the clients know to clear their cache. But is there a reason it works for some Internet Explorer users but not others?

    #144413
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    Only if they have any additional Internet explorer extensions that can conflict somehow.

    other part of the page.
    https://www.dropbox.com/s/qz2hlqxdgml6fkz/accordion_IE.png?dl=0

    -Rui

    #144813
    tsimarketing
    Member
    Post count: 267

    Okay, I have noticed when looking through your forums that a lot of people are having issues with certain elements not working right on Internet Explorer. I’m curious what you all are doing to resolve this issue?

    #144826
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    Hi,

    When the problems are related to the theme we usually fix them.
    Most of the times it’s related to other things that aren’t the theme responsibility.

    Hope it clarifies.

    -Rui

    #145183
    tsimarketing
    Member
    Post count: 267

    Okay, whats the next step in finding out if this is a theme issue or just a client’s computer issue? How do you determine if it is an issue with the theme or the internet browser? If anyone else has a suggestion as well, I am open to anyone chiming in.

    #145187
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    When it’s a theme issue it should be visible to all persons accessing in the same conditions(browser version, Operating system).

    It’s important when we can replicate the issue in this case I’m seeing it fine.
    Do you see it fine in your computer?

    -Rui

    #145192
    tsimarketing
    Member
    Post count: 267

    Yes, I see it fine on my computer but I am using Firefox. However my supervisor uses Internet Explorer and she see everything fine. Do you have any suggestions on what may be wrong with certain clients not seeing it correctly? Could it be something wrong with their computer or their Internet Explorer? I just want to know what I should tell them to do to try and fix this issue.

    #145193
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    If their computers are inside a company network and using a proxy it could also be cache in the internal routers, or cache in the browser or any additional extensions or settings in Internet Explorer.

    The IE compatibility mode shouldn’t be active.

    -Rui

    #145495
    tsimarketing
    Member
    Post count: 267

    So clearing the cache and changing the compatibility mode worked for those clients that were having problems. But we feel like this isn’t an acceptable resolution, because none of our clients had to do any of this on our previous website, which was made in wordpress.

    Is there a way to find out which internet browser version you designed your website for? Because I researched a little, and I came across an article that said your website may have been designed for an older version of internet explorer.

    Also can you forward these messages to Ed, the developer, because I would like to hear his input on this as well.

    #145512
    Rui Guerreiro – SUPPORT
    Keymaster
    Post count: 25779

    Hi,

    It’s not a question of resolution because it doesn’t exist any problem with the theme.
    The problem it’s in the default Internet Explorer settings that we can’t control.

    Will forward to Ed so he can reply with his opinion.

    -Rui

    #145739
    Swift Ideas – Ed
    Keymaster
    Post count: 15264

    Hi @tsimarketing

    The theme is designed for IE8+, but compatibility mode doesn’t really count as a version, and you’ll likely see issues pop up there without any reason – it’s not very stable from our tests.

    Best thing I can suggest is to add this function to a child theme functions.php file, this will stop the site from going into compatibility mode – https://blogs.uoregon.edu/casitblog/2014/02/25/add-x-ua-compatible-header-in-wordpress-for-edublogs/

    You can see here the reasons why Compatibility Mode may be active: http://stackoverflow.com/a/3726605

    Hope that helps.

    – Ed

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