That’s normal that we ask customers to deactivate and activate plugins/child themes that’s the normal way to go(don’t know any different).
Since it’s not happening with the parent theme, this could be related with any modification in your child theme.
Try to activate the child theme again. Not sure if you changed anything besides the style.css
If it’s ok with you, provide admin access so we can check the child theme content.
-Rui