Your site is under construction and it is not our fault

While enjoying a fresh cup of coffee at one of my local watering holes, I am greeted with a call from a new client.  She advised that her site is not rendering on her phone.  After a couple of questions, I advised her that this issue will be reviewed by my developer.

Within a few minutes, the client forward me screen shots of her site.  She followed up to make sure that I received the screen shots via text and email.  Advising her that her issue was a priority and a follow up call would be done today.

Responsinator

During our design process, we check to make sure all projects are responsive.  Finishing my breakfast, and heading back into my office.  I pulled the client’s file.  Checking to see the results from Responsinator, a mobile checker application.  The site was fine.

Checking the site again, it came back fine.  All the features were present…nothing was hidden. Feeling confused, I pulled up the site on my desktop.  Looked fine.  Pulled up the site on my laptop. Looked fine.  Pulled up the site on my android based phone.  Looked fine.  Pulled up the site on my wife’s iPhone.  Looked fine.  Pulled up the site on my android based tablet. Looked fine.  Pulled up the site on my iPad. Looked fine.

Review

Pulling up the client’s screen shot. The issue was the hero (top image) needed some custom cascade style sheet (CSS).  Checking the site, padding was placed for the responsive devices (tablet and phone).  The hero image was showing up on my side, but some reason the client was only showing half of the hero image.

Maybe the client needed to clear their cache.  While this could have been an issue, all the CSS updates were done prior to moving the site from stage to live.  Something was missing. It was as if the client’s site was under construction and it was not our fault !!!

Solution

Reviewing the client’s file, the client had two domains.  In my directions, the client was suppose to advised his domain registrar to re-direct on of the domains to the other.  We only had log in credentials to one of the sites, and it was the one rendering correctly.  The client was looking at the other site.

Making a quick call to a domain expert, I was advised that the domains were probably being clone.  However a clone domain does not always pick up changes, especially recent changes.  Wow!!!

Forwarding the client my finding and advising her, that she had  her site clone and not re directed.  She would need to call her domain registrar and have the second domain re directed to the first one.  She was relived about the simple solution.

Image courtesy of John Schnobrich.

JDS WebDesign is a Web Design and Brand Marketing Agency located in Marietta, Georgia.  We create AWESOME on line presence for Start-ups and Influential People/Organizations.  To learn more about us or how we can help you and your organization, you can contact us.

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