Hello @evandro-bertussi-mlanquini,
Thank you for reporting this.
The issue where the main logo field disappears in the Zakra Customizer is often caused by a plugin conflict that prevents some Customizer options from loading.
Please try this first:
Temporarily disable all plugins except the Zakra theme, then go to:
Appearance → Customize → Site Identity
If the logo field appears again, re-enable your plugins one by one to identify which one is causing the conflict.
If the issue still continues:
Please share your Site System Information so we can check for any theme or server-related issues.
You can find it here:
Tools → Site Health → Info → Copy site info
Once you send that, we’ll review it and assist you further.
Best regards!
After further investigation, I confirmed that this issue is not caused by a plugin conflict, as previously suggested.
The problem is triggered by a custom snippet that disables the Block Widgets editor (UseClassicWidget). This snippet is used intentionally to keep the classic widgets interface, not related to any third-party plugin conflict.
When this snippet is active, the logo upload option in the Customizer disappears, which clearly indicates a compatibility issue between the Zakra theme and the Classic Widgets setup.
Hi @evandro-bertussi-mlanquini,
Thank you for writing back,
We have tried to replicate the issue with classic editor with the logo appeance issue, but we were unable to reproduce it. For your reference, please check this screen shot: https://i.imgur.com/9DyPqNO.png
Since you are a premium theme user, the free support forum may not be suitable for this. We recommend using the live chat on our website for faster assistance.
Best regards,
Hello,
Thank you for the clarification.
Just to conclude this matter: after reactivating the Classic Widgets snippet, the logo issue did not occur again. It appears to be an intermittent/sporadic issue, as it also did not reproduce after reactivating the snippet.
Regarding your suggestion to use the live chat, I tried using it several times, but unfortunately I did not receive any response.
I also opened a support ticket, but I couldn’t find where to view or track my open tickets, and I still haven’t received a reply.
Thank you for your help.
Hi @evandro-bertussi-mlanquini,
I’m glad to hear that the issue is no longer appearing. It may have been caused by cache on your site. Since you mentioned that the problem is resolved, please consider this ticket closed.
Regarding the support request, we have located your live chat support request, and our team has already responded with follow-up messages. It seems these messages may not have reached you. For your reference, you can view a screenshot here: https://i.imgur.com/UqffJUp.png
Sometimes, our responses can end up in your junk or spam folder. Please check there and whitelist our email address to ensure that future messages appear in your inbox.
Best Regards!
