[Support request] Elementor not letting go

[Chris]

So I’ve been trying to get this resolved for almost 10 days with Elementor now. So many lost emails on their end and overall lack of any support. This makes me super nervous.

Anyway, they claim that it’s your software not working properly.

I have a bit of text where the Elementor styles are overriding everything I’ve thrown at it. I’ve also disabled their styling and it’s not helping.

They said they’d contact you about it but I’ve heard nothing back again.

Here’s the info that I gathered for them. Can you please take a look and see what’s going on. I followed your advise where if it says “elementor” it’s probably an issue I could ask them.

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http://giant2018.giantishere.com/

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View post on imgur.com

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Thanks!
CDS

[Leo]

Hi there,

Just making sure, so you have tried to change that in Customizer > Typography > Headings > H2 and didn’t work?

[Chris]

The size works fine. I can pull the line height all the way to the left
Or right and it does nothing at all.

[Leo]

Ahh yeah line height is still set by Elementor. They will need to fix that.

You can see that the next paragraph is working fine.

[Tom]

That’s strange – I haven’t heard from them at all.

You can see here that their class is setting the line-height, which is overwriting the line-height set by the theme: https://www.screencast.com/t/Gcq50mSqpm

[Chris]

Can you Please read through this so I feel like I’m going at least a little less crazy? I’ve been emailing them about this since August 24th and still can’t get them to understand what I was able to explain to you very quickly. I don’t know if maybe it’s something lost in translation or what.

You may need to contact them and explain what and why their software is not working. The check boxes to turn off the control of their software is not working. We agree on that. YES! Finally after 2 weeks of being super frustrated, some type of forward progress. Maybe you can explain it to their support team in a way they can understand??

I submitted the same ticket over the course of a week. No response. I’d recreate all of the screen shots and send it again through their online form and nothing again. No record of the email even though I was getting automated responses from their system. So hard to try and keep your cool when this happens. The only solution is to keep at it and try and stay cool.

Here’s the most recent thread since they have been receiving my emails.

I replied to the most recent response from them where they are telling me I’m trying to use two editors and that is causing the issues. I can’t seem to get them to understand that their software will not let go of the control.

They also go on to state that the issue is actually with GP Premium. Here’s that statement from them.

it seems to be an issue with GP premium.
We did not change anything related to that recently.

We will contact the developer of GP to solve this issue. In the meantime, you can use the CSS aforementioned.
You can also report this issue to the support of GP as well.

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Gabriel replied
Sep 4, 14:45
Hi Chris,

We are currently in contact with the help desk company that we use to handle the tickets and we will get an answer soon regarding the tickets that we cannot find.

Regarding the H2 controls, you cannot change the line height from the Customizer of GeneratePress given that the class of Elementor {.elementor-widget-heading .elementor-heading-title”) is more specific than the class of GeneratePress (“h2”), as a matter of fact Elementor CSS overrides the one of GP premium.
Please note that GP premium typography controls make the same thing than the typography of Elementor so these issues are difficult to avoid and it can be awkward to edit from two editors.

We will see if there is a satisfying solution except adding custom CSS to control over the line-height in this case.

Kind Regards,

—
Gabriel from Elementor
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Join the conversation & learn from our Elementor Community.

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Chris Stovall replied
Sep 3, 17:32
Okay. I email with that guy a lot. He always told me that if it has “elementor” in the code to contact you first. So that’s what I did. When I first started using your product together, I emailed him for a lot of issues that were not his.

Thanks for following up on all of this.

I run my own dedicated server at Bluehost using WHMCS. In that software I can track all email coming and going from the server and whether or not it was delivered. This would be the first place I would look.

If you look at the response below, they specifically state that it’s an issue with GP premium.

Thanks again for your help!
CDS

Gabriel replied
Sep 3, 10:05
Hi Chris,

Sorry for the late reply and the issue with the reception of your emails. We are still checking what went wrong with these 3 emails that did not reach us.

.When you disable the global colors and global fonts option it has no consequences about the other styles added with Elementor. When this is checked you inherit the colors and the fonts of your theme.

As regards the line height when you add Custom CSS via the Customizer or via the Custom CSS tab of Elementor it works if you select the right class:
Add this for instance and you will see the change:
.elementor-widget-heading .elementor-heading-title {line-height:1.3;}
It does not work indeed when you do it without coding via the Customizer and it seems to be an issue with GP premium.
We did not change anything related to that recently.

We will contact the developer of GP to solve this issue. In the meantime, you can use the CSS aforementioned.
You can also report this issue to the support of GP as well.

Kind Regards,

—
Gabriel from Elementor
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Join the conversation & learn from our Elementor Community.

Chris Stovall replied
Sep 3, 9:16
I don’t think you understand, I have it check to let my Theme control the style. The problem is that I have it check for your control to let go but it’s not letting go.

I checked the boxes and elementor is still controlling the line-height. I can’t write a style to overcome it and the settings are not working. If you look at the images I sent, you can see that using the theme to try and affect the fonts does nothing. You can also see that even though the box is checked, the CSS says elementor in the inspector and my style and the theme style are both crossed it even with an !important tag.

I want elementor to let go just like the check box says it should, but it’s not letting go.

I’m now sure or else to explain this. It’s checked. But the elementor style is still active and not allowing the theme style to work. This is a bug. It only happened after the most recent update.

Please advise. I just want to be able to continue building this site and using the theme styles.

Please look at the images attached again. They are detailed and have comments that explain everything.

Thanks!
CDS

Boaz replied
Sep 3, 7:38
Hi Chris,

Thank you for contacting us.

I’m sorry for the delayed reply.
I can see that you sent few tickets that were replied, but I’m not sure what went wrong with this specific issue.

Regarding your conflict, first of all, the 2 checkboxes that you checked and enabled are doing the opposite,
i.e. when checking it you are letting your Theme control the fonts and colors and not Elementor.
So, you need to keep it unchecked in order to let Elementor control the typography.

If you do so, and the conflict continues, you can send us credentials to your admin panel and we will look into this.

Best Regards,

—
Boaz from Elementor
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Join the conversation & learn from our Elementor Community.

Chris Stovall replied
Sep 2, 8:16
Before you open a ticket, please type your issue in a few words:
3rd attempt for support on same issue. NO response from Elementor. Issue 8 days old now. Please help!
Name
Chris Stovall
Email
chris@giant.is
Subject
Technical Support
Website
http://giant2018.giantishere.com
Summary
Elementor CSS not letting go so theme style can take over
Message
Let me just start by saying that this is now the 3rd time I’m sending this in. Once through the web form and once via email.
I’ve gotten responses stating that the emails were never received, but I have email confirmations from all form and emails I’ve sent to you.
I’ve even tried emailing this from more than one email. This has now become quite laughable. My original email was sent on August 25th. Whoa. That’s 8 days ago.
I also created a user for Elementor on my site, which also emailed you the login information with no response.
I will now document this for a 3rd time.

I am having issues with the fact that the Elementor plugin will not let go of the CSS controlling the line height of an H2 Tag at a certain size.

You can see that here.

View post on imgur.com

There is no custom typography in your software for this item. You can see that here.

View post on imgur.com

I have checked the boxes to enable the option to have Elementor use the themes CSS. You can see that here.

View post on imgur.com

In the customizer, the line height settings do nothing at all.

View post on imgur.com

View post on imgur.com

It seems like Elementor is NOT letting go of the CSS. This is new after the last update.

Can someone PLEASE help me. I can’t over ride this option. I need to move forward on this site. It’s been 8 days now! Please help!

I’ll be sending this through the form and also via email in hopes that someone will be able to see this and help. I’m starting to feel crazy after so little response to multiple attempts at communication with Elementor.

Thanks!
CDS

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[Tom]

I think you were super clear in your emails – seems to be a super frustrating situation.

I didn’t see them mention where their CSS is coming from? Is that class removable from the h2 element? Can you add your own classes instead? Is the CSS they’re adding to the front end able to be turned off?

I’m not sure what exactly they’re referring to when they say the issue is with GP Premium. The theme targets h2 elements – we can’t target every possible class for obvious reasons.

[Chris]

Can I send you a login somewhere so you can poke around in there and get some more information for them? I’ve hit a wall on this one but need it fixed. It’s my personal site so luckily it can take as long as it needs, but dang, this has been a rough one!

[Tom]

I’m not sure there’s much I would be able to find – the problem seems pretty clear to me, Elementor shouldn’t be adding that CSS. Are they saying it’s the theme preventing Elementor from removing it?

For now until they figure it out you can just use CSS to overwrite their class – then you can at least move on to other design elements.

h2.elementor-heading-title.elementor-size-default {
    line-height: 1.9em;
}

If they’re saying GP Premium is preventing them from removing that CSS, I would need more information. Which add-on for example?

[Chris]

I’m just going to leave it so they can hopefully see it and fix it. There’s bound to be other issues with other <Hx> tags and who knows what else. They don’t even think there’s a problem, so…

Dang.

[Tom]

Frustrating – if they get back to you with any information regarding why GP is the issue, I’d love to hear it. Like I said, it seems like a simple case of CSS being added where it shouldn’t be.

I’m not an Elementor expert, but is it not possible to choose your own classes for the h2 element?

[Chris]

I don’t know. I typically turn it all off and let your theme take over. Way easier to deal with. This time that didn’t work at all. I tried to overwrite it was and h2, h2 and an !important on the codes and it did nothing.

Would you be willing to contact them about this or no?

They said they’d contact you and didn’t.

Lame.

CDS

[Chris]

Here’s the latest and greatest from elementor. I’m just not sure why it stopped working in the first place.

I understand your needs. In fact, as long as you use content edited by Elementor, you will still get the styles of Elementor. When you disable the Global fonts and the Global Fonts it does not deactivate all the styles of Elementor.
In any case, the developers are thinking about a solution to let you inherit the line height chosen via GP premium.

[Chris]

Here is some updated information. I have a site that did not update to the most recent version of Elementor Pro and the site does not have the issue of the line height. They claim they changed nothing, but obviously, they did.

Are you getting detailed change logs from them so you can see what they are doing and update your software as well?

It seems that maybe they changed the class selectors for the H1, H2, etc items.

Can you please give me some type of timeframe for getting your software updated to correct this and to get the customizer settings working agian? The update is affecting quite a few sites that were already completed.

Here’s what I sent them. You can see in the video that the customizer line height is working perfectly.

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So I now have like 6 sites running your software along with GP premium.

Please note that this site IS NOT RUNNING the most recent update from your software as you can see from this screenshot.

View post on imgur.com

When going into the customizer for GP Premium, the line height feature works fine as you can see here in this video.
http://giantishere.com/elementor/non-updated-site-working-fine.mov

This demonstrates that something that was done in your update FOR SURE affected the customizer functionality on the GP Premium theme.

My guess is that you changed some of the classes that control the CSS for your software. This would then make it so that the Customizer no longer functioned properly within GP Premium.

Please advise. I don’t want to update any more sites and this is now breaking all of the sites that have been redone in your software. Any settings for the line height on my updated sites no longer work. I run elementor and GP premium on all rebuilt sites.

Thanks!
CDS

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Please let me know as soon as you can as to what the solution will be other than we going back to each site and adding custom CSS code. I’d rather just let the customizer to the work since it was already done.

Thanks a ton!

[Tom]

There’s nothing I can do within GP Premium to avoid issues like this (I know, not what you want to hear).

Targeting elements like h2 is as clean as GP can get. Adding things like !important would be a messy workaround and shouldn’t ever be necessary. We also can’t add specific classes to target – the code would get unbelievably messy, really quick.

This is something Elementor has to fix on their end of things. I’m not sure why they would add frontend CSS to elements like this, but they probably have a reason. It sounds like they understand the issue now, and will hopefully fix it ASAP.

[Author]

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