Hello,
Thanks for contacting us and we regret the inconvenience caused.
I checked your website’s source and I was able to replicate the issue. The icon displayed on the browser’s tab is different from the favicon in the source. It is likely that this is caused due to caching on your website. Please clear your website’s cache and see if that fixes the issue.
You may refer to this tutorial for details on clearing your website’s cache:
https://www.wpbeginner.com/beginners-guide/how-to-clear-your-cache-in-wordpress/
Please let us know how that goes.
Thanks.
Hello Prabhat, thank you very much for your quick answer.
All this I have done in due course, I have cleaned several times and even saved the permalinks and even sent new sitemaps and deleted the old ones, this happens constantly.
I upgraded to a new theme and it seems that there is still something from the old theme for this to happen. It has been happening since the beginning of the year and only now as I had no answers I opted to ask for your help.
Hello,
Thanks for getting back.
We might need to take a closer look at the settings. Please 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/
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for the follow-up, and sorry for the delay.
I’ve checked your site, and it seems that the site icon is already added in Appearance > Customize > Site Identity. Please see the attached screenshot in the sensitive data section.
Could you please also check your website’s root directory if you have a favicon.ico static file that is a different image?
If your theme provides an option to add a favicon, please contact them to see if the favicon is correctly being added per Google’s standards.
I hope that helps. Thank you, and looking forward to your update.
Thank you very much for your help and response.
The new theme has a default favicon! and I already removed the one you indicated in the attached screenshot.
My concern was just the constant variation between rankings every time a different favicon appeared.
I was worried that it was some problem and conflict in sitemaps that caused this problem.
I deleted and i will wait for results and i will send you a feedback!
Thank you!
Hello,
Thank you for that additional information.
Let us know how this goes.
Meanwhile, please don’t hesitate to contact us anytime to assist you further with anything else.
Thank you.
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.
