Hello,
Thank you for contacting the support, and sorry for any inconvenience that might have been caused due to that.
I tried replicating your issue and it seems to be working fine on my end. Please see this video screencast: https://i.rankmath.com/zulkFv
Assuming you are using the latest version of all the plugins and the themes (please update if not yet), it would seem like a conflict with one of the plugins or the theme you are using.
To determine that, please follow this troubleshooting guide:
https://rankmath.com/kb/check-plugin-conflicts/
Only the site admin would know and your users won’t be affected by this troubleshooting.
If the issue persists, please record a video screencast using a tool like Loom showing the troubleshooting and edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
It is completely secure and only our support staff has access to that section. If you want, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:
https://wordpress.org/plugins/temporary-login-without-password/
You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):
https://wordpress.org/plugins/wp-security-audit-log/
Please do take a complete backup of your website before sharing the information with us.
We really look forward to helping you.
The bottom of your screencast is not visible, so actually it doesn’t show anything, but nevermind that; I have the issue with only Elementor and Rank Math activated. I will try a different theme and see if that helps. Do you have a list of validated themes?
Hello,
Thank you for keeping in touch.
I apologize for the screencast. If you don’t focus your mouse cursor on the video, the bottom overlay will disappear and you will be able to see the entire bottom.
You can check this link for compatible themes for Rank Math: https://rankmath.com/compatible/themes/
Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.
Hi Jeremy
I have now tried with both Astra theme and the Elementor recommended theme – Hello. Same issue with both. Still only Elementor and Rank Math plugins active.
Hello,
Can you please share video of issue you are facing, you can use Loom to create screencast.
Also, please add your WP login details as well so we can take a closer look.
Looking forward to helping you. Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
We are extremely sorry for the delays from our end. We have an issue open for this and an upcoming update will fix the problem you are facing.
Hello,
Thank you for your patience.
We released a quick Beta update you can try to see if that helps.
Please enable the Beta update by following this:
https://rankmath.com/kb/version-control/#beta-updates
https://rankmath.com/wp-content/uploads/2020/02/Rank-Math-Beta-Testing.jpg
If you are unable to see an update, please clear Rank Math’s transients from:
WP Dashboard >> Rank Math >> Status & Tools >> Database Tools >> Remove Rank Math Transients >> Remove transients
https://i.rankmath.com/Pbu5J6
Please clear the caches from the server and WordPress after updating.
You can disable the Beta updates once you update to the latest version and the issue is fixed.
Hope that helps.
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
