JoomlArt Forums 32,862 posts

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#168570

First of all i’de like to say that I have been using JoomlArt since I started making websites for clients over a year ago. I have learnt a lot in this time mainly through the forums which are a great source of information. I am at the point know, a year into my business, where I have a very comprehensive understanding of CSS and the Joomla template system.

So going through the forums I have changed from someone who is constantly asking questions, to someone who is answering questions when I can. That is something that I like about the community here – where people can help each other out with simple fixes.

But, seeing as this is a paid service I do expect some professional help when I encounter a serious issue. For the last week I have been battling with figuring out why my sites layout on mobile devices is not displayed properly (ie: as the desktop version). Not to get into too much detail the problem is that a mobile template is used no matter what the settings are in the back end. So about four days ago I submitted a Support ticket, something I haven’t done in a while. This is where my bad experience with JoomlArt has started.

For the past four days it has been back and forth with elementary questions such as “did you clear your browser cache” – when it is clearly stated in my ticket that I have tried these simple things. There is also times where a ticket receives no response for almost two days. So the problem I have is that I now have a pissed off client, and when I turn to JoomlArt staff – who I thought should be “masters” at this, as that is what I am paying for, they are of no help.

How is someone suppose to build a business on a service when they cannot count on reliable support when it is needed most?

As for anyone with access that would like to look at my ticket it is: USK-916-68081

[jooservices Friend jooservicesJoin date: October 2014Posts: 8556Downloads:0Uploads:130 Thanked: 1245 times in 1121 posts]

#412758

Hi
I’m trying to help you on this issue.
As far i can understand, you want force to use desktop version for everything / every devices ?
Please confirm than i can try to do it.
Thank you
Viet Vu

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412760

Hey Viet,

Yes that is what I want – I do not want a mobile version to ever display. I want mobile devices to view the website as normal desktop version.

I believe that is what the problem is, because on most mobile devices the layout looks very wrong (ie: it looks horrible)

Thank you for looking into this.

[jooservices Friend jooservicesJoin date: October 2014Posts: 8556Downloads:0Uploads:130 Thanked: 1245 times in 1121 posts]

#412761

Hi
Yo, Please allow me a day for check this. My solution will try to disable header detection .
I only have a iPad & iPod here for checking. After done, i’ll inform you for checking / test 🙂
Thank you
Viet Vu

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412763

Okay, I will be awaiting your reply.

Thanks. 🙂

[jooservices Friend jooservicesJoin date: October 2014Posts: 8556Downloads:0Uploads:130 Thanked: 1245 times in 1121 posts]

#412780

Hi
I’m here.
There are something not only template profile. I’ve tried force to use desktop template for all cases ( confirmed ). But layout on my iPod look not good.
I’m not master in CSS so i don’t what will happened if we use desktop layout for iPod layout … Please let’s me check w/ our designer about this.
Thank you
Viet Vu
ps:// right now website under forced to use desktop version always.

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412894

If you could ask the designer to take a look that would be great 🙂

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412951

Is there a possibility that someone who works with JoomlArt can just look at this? it would be greatly appreciated and I am sure it wouldn’t take too much time.

[n6rej Friend n6rejJoin date: November 2006Posts: 1040Downloads:0Uploads:63 Thanks: 79 Thanked: 145 times in 90 posts]

#412953

I believe if you’ll check the ticket you’ll see this was resolved. The issue was with your settings in the template and that was corrected by phil. We tested it on EVERY kind of platform we could get our hands on except blackberry.

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412954

Well this issue is definitely not resolved. The site does not look proper on iPhone 4 safari or BlackBerry browser (the only phones I have available to test). So saying that this issue is resolved in incorrect.

[n6rej Friend n6rejJoin date: November 2006Posts: 1040Downloads:0Uploads:63 Thanks: 79 Thanked: 145 times in 90 posts]

#412956

I assure you the site is working properly.. one of our techs will be posting momentarily to explain more. We’ve now confirmed on blackberry also.

[jneubauer Friend jneubauerJoin date: August 2011Posts: 141Downloads:0Uploads:0 Thanks: 4 Thanked: 23 times in 23 posts]

#412957

I have just tested this site in Blackberry, to see exactly what is happening here after all the effort that has been put into looking at this.

If you want to view the site in it’s “full page” mode, you need to change your browsers viewing mode to “page view”. Blackberry has, as it’s default, a “column view” which optimizes the site regardless of template settings or existing CSS.

To do this, just press the menu button, scroll up, and select page view.
There is also a browser configuration setting in General Settings to change this for all sites.

This parameter has nothing to do with the Joomlart template, no matter how much we try to force a page view, as long as your blackberry is set to column view, it will be the column view. Please change that setting to resolve this problem.

And every visitor is also going to have to do this, otherwise they will see the mobile view.
My recommendation would honestly be to optimize your site for mobile viewing:
1 – everyone else is going to be using mobile viewing
2 – Blackberry does not do the best with sites with large graphics or slideshows.

You can do whatever you want, but that would be my suggestion as a web developer.

Again, to summarize – the mobile view you are seeing is a setting in your blackberry, I have just tested this, this has nothing at all to do with Joomlart templates.

Thank you.

[0dass0a9d-asd Friend 0dass0a9d-asdJoin date: September 2014Posts: 60Downloads:0Uploads:7 Thanks: 13 Thanked: 2 times in 1 posts]

#412962

Hello,

To start I do not want to sound unappreciative of the effort that has gone into this, because I do appreciate the help I would just like this problem to be solved so I do not have to start the site again from the beginning.

But the problem persists, and I do not believe the problem has anything to do with ‘column view’. I am running the newest OS 6 for blackberry, on my BlackBerry Torch, which actually does not even support ‘column view’ as this was phased out (Google “OS 6 Column View”). And the other problem with that theory is that this issue persists on iPhone 4 Safari browser.

This issue is surprising because I can view all my other JoomlArt installs perfectly fine on my mobile. So that leads me to believe that this is a problem with this specific template, or version that I downloaded, that has an error that does not allow the desktop version to hold its width on a mobile device.

[n6rej Friend n6rejJoin date: November 2006Posts: 1040Downloads:0Uploads:63 Thanks: 79 Thanked: 145 times in 90 posts]

#412970

believe me we’re not trying to be combative… if there was something we could “fix” we would. We are trying one other thing but 2bh without your phone this is pretty hard to troubleshoot.
would you please go to http://hallhome.us and tell me how it looks on your 2 devices?

[jooservices Friend jooservicesJoin date: October 2014Posts: 8556Downloads:0Uploads:130 Thanked: 1245 times in 1121 posts]

#412973

Hi
I’m sorry for late / delayed reply until this morning.
About this issue, not only me but also whole of our support team already joined for checking / testing / find out solution.
From my side
I’ve tested on my iPod and iPad
iPod: Display have trouble, yes
iPad: Everything well.
Our team tested and replied as you can read above.
In this weekend i’ll try to make another test on BB phone.

Btw, by logic i’ve forced to use Desktop version for all time ( fixed code ) . So it should be like that. But why / how does template do not display well on each devices i’m not master to say about this. Already passed these information to dev team for more checking.

Finally please allow us few days on this for fully checking / testing.
Thank you for understand
Viet Vu

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