[Support request] Missing header and footer

[C.]

We can’t disable the cache. Thanks in advance for taking a look.

[Leo]

Can you provide the login link, username and password in the private info field?

[C.]

Hi Leo, please see below.

[Leo]

We didn’t get the e-mail unfortunately.

Can you provide your admin access and just change it afterwards once we are done?

Thanks.

[C.]

That’s odd. In any case, please see below. Thank you for looking into this!

[Leo]

Thanks! I got in.

Let’s take care of one issue at a time. In the previous reply, you said that:

The homepage isn’t meant to have a header, but it should have the footer.

Has this been resolved?

I don’t see a block element page hero on the home page:
[screenshot removed]

And the global footer is there:
[screenshot]

Can you confirm that the home page issue has been resolved?

[C.]

Hi Leo, thanks for the update.

The block element page hero shouldn’t be on the homepage. On my end, the global footer is still not there. As a reminder, the block element page hero should be on the following pages: Almost all of parent pages and child pages except for homepage and individual product pages. The global footer should go on all of the pages.

I appreciate the quick and comprehensive response. That said, please remove the screencast links. We really have to keep in mind client preference for confidentiality. This is the third time that we’ve had to mention it. Is there a private way to communicate without all of this being so public? GP used to offer customer support via direct email correspondence. It’s less cumbersome to email directly from, say, a phone.

It also wastes less resources. By the latter, I mean there is a major discrepancy between GP’s theory of what a public support forum can do vs. the actual application. The current GP search function doesn’t render relevant threads. Twice now, I’ve combed through the forum first before turning to public posting as a last resort. I have to stick by a laptop for rounds of forum responses.

[Leo]

The block element page hero shouldn’t be on the homepage.

There isn’t a block element page hero on the front page currently – everything you see on the front page except the footer is all in the page editor screen.

Here is the screenshot of the original Shop template:
https://www.screencast.com/t/CPw7TIQcy

And the block element footer is definitely there as my screenshot has shown. Can you try clearing your browser cache or use another device to test?

[C.]

Right, we had noted that the block element page hero was never meant to be on the front page. This matches the template; this also was the design intention. As mentioned, the block element page hero is supposed to show up on most of the other pages.

Browser cached cleared. We also checked for the site on multiple devices. Both header and footer still don’t show up.

[Leo]

Ok just to make sure we are on the same page one more time.

You are not seeing this section on the home page?

I’ve blurred everything out for privacy issues in the screenshot so hopefully that works for you.

[C.]

Hi Leo, we hired someone to help fix the issue. Please remove the screencast link. Thanks in advance for doing so.

[Author]

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