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Need to refresh page to get the right font

  1. misspapayeverte
    Member

    Hi, I don't understand why, when people first arrive on my site, the name of my website "dekalaz" is not in the good font. If you refresh the page, you'll get the good one. This problem is really annoying for me, many thanks for your help.

    Marion

    The blog I need help with is dekalaz.com.

  2. Hi, are you still experiencing this issue? I went to your site with three different browsers and I had to refresh the first time to get your custom fonts to show, but had no issues after that first time. That was while on a very slow internet connection.

  3. misspapayeverte
    Member

    Hi, Yes, unfortunately, I'm still experiencing it. It represents a lot for me, such a shame to show my blog with this first font especially to the graphic world. How could I fix it please ? I don't want to have to refresh the page.

  4. I didn't have this issue when I just visited your site.

    The problem is probably in the cashing of the linked font and once the page is loaded the fonts are in the browser cashe. If this is a typekit loading situation then there isn't much you can do about it.

    It looks like the class wf-active is present in your custom fonts. @thesacredpath do you know if it is possible to set a wf-inactive class to the site-title so an image or alternate font would appear if the fonts don't load?

  5. I checked http://dekalaz.com/ just now using Chrome 29.0.1547.65 and Safari 6.0.5 on Mac OS X 10.8.4, and I didn't have to refresh to see the custom fonts.

    @misspapayeverte, if you're still having trouble, could you try clearing browser cache as the first troubleshooting step?
    http://en.support.wordpress.com/browser-issues/#clear-your-cache-and-cookies

  6. do you know if it is possible to set a wf-inactive class to the site-title so an image or alternate font would appear if the fonts don't load?

    I don't think you'd need a wf-inactive class, since using the wf-active class is more specific, if you just wrote a selector without it at the beginning, then the wf-active one would take precedence whenever it tried to load. However, it's a moot point if the problem is that the fonts start to get loaded and then don't finish for whatever reason. I'm not sure that's what's happening anyway though — can't really tell without more information from the misspapayeverte about her local network settings, browser version info, and what errors she may be seeing in the browser console if she's willing to take a look at that kind of stuff.

    First step should be to try clearing browser cache and cookies, that way we'll know that step was done and can rule out a local browser settings issue as the cause of the problem.

  7. misspapayeverte
    Member

    I cleaned browser cache but it is still the wrong font which appears first. Very, very embarrassing. Even if the internet connection is slow, we shouldn't have this kind of dilemma :(

  8. Since I have tried testing once and I can't repeat the problem myself, and mrdirby also reported he was unable to see the problem and thesacredpath reported he saw it once but then it went away, it may be something that's only happening under a specific set of circumstances. To try to help you, I need to try to find out what those are.

    Are you able to try testing on multiple browsers and reply back here to let us know if the problem is limited to one browser for you or if it happens in all browsers?

    Can you take a screenshot of the entire browser window after a first pageload with the strong font and then reload and take a screenshot of again showing the correct font? This will help me to see the problem more clearly and it will also help me report it to our developers if I can verify the problem is not something specific to your location/setup.
    http://en.support.wordpress.com/make-a-screenshot/

  9. misspapayeverte
    Member

    I tried multiple browsers and this is the same problem. Here are the screenshots :

    The wrong one :
    /Users/LittleM/Desktop/dekalaz.png

    The good one :
    /Users/LittleM/Desktop/Capture d’écran 2013-09-17 à 21.32.46.png

  10. misspapayeverte
    Member

    I'm not sure that you've got the pictures. If not, tell me how to send them please. Many thanks.

  11. Can you upload the photos through Media in your dashboard and post those links here.

  12. misspapayeverte
    Member

    Ok, I downloaded the screenshots in my Media. Thanks :)

  13. Thanks for uploading screenshots.

    I'm adding the links here for reference:

    good: http://dekalaz.files.wordpress.com/2013/09/capture-d_c3a9cran-2013-09-17-c3a0-21-32-46.png

    wrong: http://dekalaz.files.wordpress.com/2013/09/dekalaz.png

    [Update: I had the same link posted twice before. I've fixed it now.]

  14. I have tried testing again and I still can't see the wrong version. Here are the browsers I re-tested:
    * Chrome 29.0.1547.65 on Mac OS X 10.8.4
    * Firefox 23.0.1 on MacOS 10.8.4
    * Safari 6.0.5 on MacOS 10.8.4
    * Internet Explorer 9 on Windows 7

    Is anyone else from the forums able to help test?

    If you can help test, please go to http://dekalaz.com/ and (on the first pageload, without refreshing) let us know if the site title font matches this image or not?
    http://dekalaz.files.wordpress.com/2013/09/capture-d_c3a9cran-2013-09-17-c3a0-21-32-46.png

  15. When Updated to Firefox 24 I got the same incorrect font to load after resetting the cashe.

  16. @mrdirby, looks like you're seeing the wrong font in all cases! Does it change to this if you refresh any of those views?

  17. Yes. The correct font loads then.

  18. Ok, I can't seem to trigger the same behavior. Thanks so much for testing and posting feedback. I'll test a little more to see what I can find out. I may come back with more questions. :)

  19. Seems to be working now. I was going to check the code on the bad page load but chrome and safari loaded the correct font on cashe refresh.

  20. In testing on my end, I couldn't duplicate on any browser on my Mac (10.8.4) or on Windows 7.

    Windows 8 looked fine on Firefox and IE, but on Chrome, about 25% of the time after clearing the cache, the wrong font loaded.

    Digging into it, it appears that when it fails, the font itself is loaded, but the CSS injected by Typekit to direct the browser to use the font instead of the theme default wasn't added.

    Maybe an issue on Typekit's end, if they're the ones serving that?

  21. misspapayeverte
    Member

    The problem is still running. It is very problematic and incredible not having the right font on my head page with paying $225 for a wordpress blog. I appreciate your efforts in fixing it but how could you consider a compensation ?

  22. @misspapayeverte, I will see what we can do!

    I'm still trying to reproduce the issue myself. I will keep researching and get back to you here as soon as I have more information.

    Keep in mind that I am not seeing the problem happen, so even though you're not seeing the font you expect, that doesn't mean the problem is happening for all of your visitors. This is something I am looking into.

  23. misspapayeverte
    Member

    I keep in mind that it's not working at 100% and especially every morning when I start the day, neither with most of my visitors.

    Thanks for thinking about a compensation and sure, your help.

  24. I completely understand. We'll get it all sorted, I promise. Just wanted to post a quick update this morning to say that I need to get help from a developer and that probably won't happen until early next week some time. Thanks for your patience!

  25. misspapayeverte
    Member

    While getting it fixed, what about a compensation ? I regret my choice of getting a premium theme for sure. Thanks for letting me know.

  26. I actually don't think the issue is the fault of the theme or the Custom Design upgrade. But I will look at a compensation for you anyway.

  27. misspapayeverte
    Member

    Hi. It's been a month that I'm working on patience. As I don't have any news about a compensation, I'd like to be reimbursed from my purchase of the premium theme.
    About the problem of the font, what can I do not to turn red when I show my blog to someone ?

    Many thanks

  28. Here's what I've found so far: the Custom Fonts and the theme are both working properly. The only time the font doesn't load seem to be cases where there is a slow internet connection, and even then it only happens some of the time.

    Based on feedback in this forum and my testing so far, it appears that the problem may be that you are loading way too much stuff on the home page and that is causing your site home page to have trouble loading on slow connections.

    If you test simpler pages where you haven't added several images and videos (too many) at once, then you should see the font working normally there. Examples:
    http://dekalaz.com/category/about-me/
    http://dekalaz.com/category/beaute-%E2%80%A2/

    I have been unable to reproduce the problem with the home page at http://dekalaz.com/ on my computer from any connections I've tried so far. So it doesn't appear to be a problem happening all of the time, or for a wide range of users, even with a slower connection (it seems depends on how much content is being loaded at once). My apologies for the delay, but you should also keep in mind that most your viewers were probably seeing the correct font all along and I don't think a major problem is happening with the fonts.

    There are a few things you can try from your side that may help the situation. One would be to use the more tag to limit content on the home page so you aren't loading too many things at once. If you load too many things in one HTTP request, it's likely to cause trouble anyway.
    http://en.support.wordpress.com/more-tag/

    Another thing you could do would be to reduce the number of posts displayed per page using the "Blog pages show at most" option in the Settings > General page in your blog dashboard.

    It's also possible that the CDN serving the fonts may have been having trouble temporarily in your area.

    Regarding the refund, I think the theme looks really nice. Are you sure you want to remove it from your site and be refunded for the premium theme purchase? I think you should keep the theme.

    I reviewed your account, and I found that you purchased upgrades separately instead of in a bundle. I can consolidate those for you and it will save $38 for all future renewals of those things. Would you like me to go ahead and make that change?

  29. misspapayeverte
    Member

    So, WordPress suggests premium theme that couldn't work properly when people's got a slow internet connection ?

    Yes, the issue only happens some of the time so, it's not working 100% of the time as promised when you subscribe to a "package" with your credit card. I won't keep in mind that most of my viewers are seeing the correct font but that some of them are not. That's what happens when you buy something with the money you're hardly earn and when it is supposed to work properly. You're expecting the best.

    I chose this premium theme especially because I could load and show many articles on my home page. I don't want to split any content.
    But even in your examples, for the light page "about me", I still got the wrong font.

    I can ensure you that the CDN serving the fonts doesn't have any trouble in my area.

    About my suggestion, understand that I don't wan't to remove my premium theme, just to keep it of course. I just want to get my money back because of the non 100% working, making troubles and worries for a long time now.

    Of course, please consolidate my purchases, it is obvious that I should pick the "package". Moreover, thinking about another solution : create me a logo instead of a changeable-font word as a title of my blog.

    I really hope that you will help me and positively answer to my requests, that could end to this problematically stressful problem. Thanks by advance.

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