Cannot edit home page (preview could not load)

Support
#1

Hello. I can edit the pages in PRO on our website EXCEPT FOR the home page (https://www.thumbprintbooks.ca/testimonials). This is what is displayed when I try to edit the home page:

The preview could not load. This is most often related to a plugin conflict or aggressive page cacheing. Checking the developer console for errors could indicate what went wrong.
Origin URL: https://www.thumbprintbooks.ca
Preview URL: https://www.thumbprintbooks.ca/

These are steps I’ve taken so far (based on a similar problem we worked through in March 2018—but that was for a different page):

  1. The plugins I have installed are ones suggested by Themeco (Custom 404, Google Analytics, and UberMenu3), as well as Yoast SEO. Those 4 plugins are current.
  2. I have cleared all browser cache and tried to edit the home page again, without success.
  3. Cloudfare’s cache has been purged.

Please let me know what I should do. Thank you.

#2

Hello @Adams,

Thank you for the very detailed information. I have logged in and investigated the issue. There is an internal server error when loading the preview. Could you please put your site in development mode. You can do this in CloudFlare.

Meanwhile, if you are just making small changes to the page, you can use the skeleton mode to edit the page for faster response and easy access of the elements on the preview area.

Hope this helps.

#3

I’ve turned on development mode in Cloudfare. That doesn’t resolve the problem. Cloudfare says development mode will stay on for 3 hours. I need to make some substantial changes to this page. Skeleton mode only lets me move elements, not the kind of edits I need to do. Plus the preview in Skeleton (bottom right) only shows the “Page preview could not load” notification, not the content of the page. What do we do next?

#4

Hi Adams,

The error I’m getting through ajax response is an error occurred while processing this directive. It’s more likely due to file permission or security. Could you try contacting your hosting provider to see what’s happening behind the cs_preview_state POST request in ajax? They could find that by editing it in the builder while browser developer network tool is open.

And maybe based on that, he can find about it while matching the request.

The skeleton mode is only recommended since you can’t edit it as of now.

Thanks!

#5

I’ll provide this information to the web host support and see how they respond.

#6

Awesome.
Please let us know how it goes.

#7

Our web host technical support was able to whitelist the /pro directory and made a few other changes to the account and plugins in general. That resolved the problem. I am now able to preview and edit the home page. Thank you for your help in troubleshooting.

#8

You’re welcome. Glad we’re able to help.

#9

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.