General troubleshooting process

The Troubleshooting documentation compiles some of the common issues that arise when installing, configuring, and customizing WPtouch Pro as well as the solutions that most often eliminate the source of the problem. The fastest way to get your mobile theme up and running when experiencing issues is to follow these troubleshooting steps first.

If your mobile theme does not fully display your site’s content or if your desktop theme’s shortcodes or other advanced functionality are not yet functioning, it’s likely that setup of WPtouch Pro is not yet complete. Activating your Desktop Theme's Shortcodes

If it is not possible to deactivate the other active plugins, please submit a ticket at support.wptouch.com and our support team will be happy to assist.

STEP 1: Isolate WPtouch Pro

Verify that your WPtouch Pro plugin has been installed completely and correctly by testing it in isolation (independently of other active plugins and themes).

Temporarily deactivate all other active plugins from your WordPress Plugins area. Note: not the Site Compatibility area in WPtouch Pro's admin panel.
Temporarily activate a compatible theme such as TwentySixteen or TwentySeventeen which comes bundled with WordPress.
Clear all caches. This includes local browser cache on your mobile device.
Test your mobile theme by visiting your domain on a WPtouch Pro supported mobile device or by previewing your mobile site in a desktop browser or with WPtouch Pro’s Preview Theme feature.
- If your mobile theme displays as you expect, you may proceed to testing your desktop theme’s compatibility.
- If your mobile theme does not display well, reset its settings using the Erase Settings button in the "License & Support" page of the WPtouch Pro admin panel.
- If resetting does not resolve the issue, deactivate and delete the plugin from your WordPress Plugins area then reinstall following our installation guidelines.

STEP 2: Test Desktop Theme Compatibility

Once you’ve confirmed that your WPtouch Pro installation is sound, you may now verify that your desktop theme is compatible with WPtouch Pro.

Temporarily deactivate all other active plugins from your WordPress Plugins area. Note: not the Site Compatibility area in WPtouch Pro's admin panel.
Activate your preferred desktop theme.
Clear all caches.
Test your mobile theme by visiting your domain on a WPtouch Pro compatible mobile device or by previewing your mobile site in a desktop browser or with WPtouch Pro’s “Preview Theme” feature.
- If your mobile theme displays as you expect, you may proceed to testing your installed plugins’ compatibility.
- If your mobile theme does not display well, search Known Incompatibilities for a solution to your particular issue. It is likely that, if the incompatibility is truly with your desktop theme, that the issue has been previously addressed.

STEP 3: Test for Plugin Conflicts

Once you’ve confirmed that your WPtouch Pro installation is sound and your desktop theme is compatible, you may then verify that each of your active plugins is compatible with WPtouch Pro. Perform the following testing with your preferred desktop theme active.

Temporarily deactivate all other active plugins from your WordPress Plugins area.
Clear all caches.
Test your mobile theme.
- If your mobile theme displays as you expect, you may enable one other plugin (or group of plugins to speed the process) via the WordPress Plugins admin area, clear your cache, then test again. Repeat until a plugin conflict is found then proceed to the next step.
- If your mobile theme does not display well, the newly activated plugin is a source of conflict with WPtouch Pro. You may attempt to disable it in WPtouch Pro by deselecting it in Core Settings > Compatibility > WordPress Plugins. WPtouch Pro will attempt to disable the plugin in WPtouch Pro, without affecting its functionality in the desktop theme.
- These three troubleshooting steps locate the majority of issues that impede the successful use of WPtouch Pro. For all other issues, search our extensive knowledge base and/or open a support ticket.