Builder Preview Unable To Load

Support
#1

Hey there,

This morning we’ve been receiving a builder preview error message (see attached) on a number of our sites. We’ve cleared the caches, disabled all the plugins and yet still error remains. Any help in troubleshooting would be greatly appreciated as we’re not sure what else to do. I’ll attach logins to one of the sites in a follow up response.

Thanks,
AT

#2

Hey AT,

I got the 500 error when loaded your page with the builder:

Please follow up the steps below:

  1. Ensure everything is up to date according to our version compatibility list here. Please follow the best practices when updating your theme and plugins. Click here for more information.
  2. Test for a plugin conflict. You can do this by deactivating all third-party plugins, and see if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.
  3. Make sure that you’re running at least PHP v5.6.x or later to avoid any WordPress related incompatibility issues. If you’re not sure what your server configurations and settings are, install a plugin like WP-Serverinfo (https://wordpress.org/plugins/wp-serverinfo/) and check your server info by head over to Dashboard -> WP Serverinfo area.
  4. Check your PHP Max Execution Time and set it for 120 for optimal usage (https://thimpress.com/knowledge-base/how-to-increase-maximum-execution-time-for-wordpress-site/).
  5. Increase the PHP Memory Limit of your server. Click here for more detailed information and how to increase the PHP memory limit.

Let us know how it goes!

#3

Hi Thai,

Thanks for the quick response - please answers to your points below:

  1. Everything is up to date. For the site logins we sent over - running WP 5.0.3 with Pro version 2.4.6
  2. All plugins on the site we sent over are disabled (except the WP-ServerInfo recommended)
  3. We’re running PHP v7.2.14 with v10.2.21-MariaDB
  4. Our PHP Max Script Execution Time is set to 120
  5. PHP Memory Limit was set to 256 but we’ve upped it to 512

Unfortunately, we’re still we’re seeing the same issue. Is there any additional information/ideas on what would be causing this error? Particularly the 500 error that seems to be main issue.

#4

Quick update: it appears that this issue is confined only to builders that involve the homepage. So when using the Content Builder on any of the accessory, non-home pages, the builder preview works without issue. However, if we switch to use the Content Builder for the home page or try to use the Header/Footer Builders or Theme Options the error message returns.

#5

Another update on our end: we have determined that modsecurity is flagging the builder preview. So if we whitelist the domain in modsec everything works as it should. However, disabling modsec is not an option long term so can you please provide a recommended setting to keep our security intact while at the same time using your software?

While you determine the modsec ruleset your software is running afoul of, can you also provide a directory match pattern (see screenshot) we can use to put a bandaid on this vs disabling security across the board for our many X/Pro sites? Thanks in advance!

#6

Hi There @atjonesen

Without disabling your Modsecurity completely, you can try whitelisting only on Cornerstone and see if that helps.

Try following this guide, if you need more information (https://www.liquidweb.com/kb/whitelisting-in-modsec/).

Thanks!

#7

Hey @mldarshana ,

I’m not following what that link has to do with helping solve our problem. Thankfully, we found another user who had already flagged this issue and discovered a quasi-solution: https://theme.co/apex/forum/t/modsecurity-issue/49194

So we’ve disabled the COMODO ModSecurity Apache Rule 14_Outgoing_FilterGen.conf and that has allowed the editor preview to work properly again. However, we do not view this as a suitable solution long term. Frankly, we’re not comfortable compromising the security of our sites/clients by disabling entire security rules to be able to use either Pro/X Theme.

The other post mentioned it being a known issue - is there a timetable on getting this issue fixed and updated moving forward? We have a long history working with Themeco products but having to compromise our clients’ security to allow X/Pro to work is a big red flag for us moving forward. Hopefully this issue is at the top of your list for patches as it seems to have been flagged by a number of users already.

#8

Hi @atjonesen,

Yes it’s on our issue tracker, for now, please whitelist the /wp-content/themes/pro/ directory for PRO and /wp-content/plugins/cornerstone/, /wp-content/themes/x/ directory for X.

Thanks,

#10

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