Troubleshooting Overview
Having issues with your Kenso theme? This guide covers the most common problems and their solutions.
Quick Fixes to Try First
Before diving into specific issues, try these:
- Clear browser cache - Often fixes display issues
- Save your settings - Changes not taking effect? Make sure you saved
- Check your license - Most issues stem from inactive licenses
- Try incognito mode - Rules out browser extension issues
Most Common Issues
1. Theme Shows "Setup Required" Modal
Cause: License not activated
Fix:
- Go to Theme Settings
- Enter your license key
- Save
See: License Activation
2. Can't Download Theme
Cause: Not logged in or session expired
Fix:
- Go to portal
- Log in with your purchase email
- Try downloading again
See: Downloading Theme
3. License Says Invalid
Cause: Typo or domain mismatch
Fix:
- Double-check the license key
- Verify your domain in settings
- Contact support if still failing
See: License Issues
4. Features Not Working
Cause: Section disabled or license inactive
Fix:
- Check if the section is enabled
- Verify license is active
- Check individual feature settings
5. Theme Looks Different Than Expected
Cause: Settings not configured or cache issues
Fix:
- Configure colors and branding
- Clear browser cache
- Check you're viewing the right theme
Getting Help
If you can't resolve your issue:
- Check this documentation - Search for your specific issue
- Contact support - scaled.info/theme/support
- Include details:
- What's not working - What you've tried - Your license key (first 4 characters) - Screenshots if possible
Support Hours
Monday - Saturday, 9am - 5pm EST
Average response time: Under 15 minutes during business hours.