Cornerstone Editor Won't Load Page

Support
#1

Our site is using the X theme from Themeco. The home page of the site was built using the Cornerstone plugin - it is the only page on the site that uses Cornerstone.

When attempting to use Cornerstone to edit the home page (either by clicking the “Edit with Cornerstone” button or by opening Cornerstone and clicking the Edit button on Home), the editor fails to load the page. In Firefox, it just spins on the Cornerstone logo. In Chrome, you just see a completely empty version of the page (nav menu and header is visible but no content).

We have tried the following steps to troubleshoot (with no success):

  • Updated all plugins and themes to the latest version
  • Temporarily disabled caching and cleared caches
  • Tested for plugin conflicts by deactivating each plugin one by one
  • Temporarily removed custom CSS and custom Javascript
  • Increased allocated memory in wp-config.php

What else could be causing Cornerstone not to work correctly?

#2

Hi There,

Thank you for writing in, your version of X and Cornerstone is not compatible. Please update both to the latest version (X 6.3.4 / Cornerstone 3.3.4)

Updating Your Themes and Plugins

Remember to clear all your caching features (plugin, server-side, CDN, and browser’s cache) after updating so that the code from the latest release is always in use. This will help you to avoid any potential errors.

Let us know how it goes,
Cheers!

#3

I have updated both X and Cornerstone to the newest versions but the page will still not load in Cornerstone. I made sure to clear all caches after the updates.

#4

I am also experiencing this issue after upgrading please advise thank you!

#5

Same here.
Theme X released 3 updates in 3 days, which is not normal.
Only one conclusion, someone messed up badly and now they are trying to solve without success.

For me, it’s already creating drastic problems. :frowning:

#6

Drastic on this side too - updated Cornerstone today and now have Fatal Error notices through out our site :fearful:

#7

@priddymuch,

In that case, please give us access to your WordPress Admin and FTP in a Secure Note so we could check what else is causing the issue.

@PanInternational,

Nothing is messed up badly. In most cases, the issue is a result of third party factors such us optimizations, customizations and plugin conflicts. The updates released are fixes for bugs that have not been discovered during testing. For more details about the known issues, please see our latest Release Notes at https://theme.co/apex/forum/t/release-notes-pro-2-3-x-6-3-cornerstone-3-3/44607

@smb123, @PanInternational, and @DeeDesign,

I kindly ask for you to open a separate thread and post a link to this thread for reference. That is because though the issue you face is similar to this thread, the cause might be different so the solution we provide in this thread might not work for you and we might ask for WordPress site and server access and if you post them here, the original poster could see it. It’s also stated in our How to Get Support article that hijacking of threads is not allowed.

Before you open a separate thread, please try the other possible solutions listed below:

  1. If you’re using a CDN, please clear the CDN’s cache and disable optimization services.

  2. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing 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. Switch to the parent theme and remove custom CSS and Javascript.

  4. Reset your htaccess file by renaming it to .htaccess-bak. Then in WP Admin Menu, go to Settings > Permalinks and just click the Save Changes button.

  5. Contact your host to increase your allocated memory or do it yourself by adding this code in your wp-config.php

define( 'WP_MEMORY_LIMIT', '256M' );
define( 'WP_MAX_MEMORY_LIMIT', '512M' );

Thanks.

#8

@christian_y I have added the WP admin login info to the Secure Note. For FTP, I would need to provide you with a PEM file - is there a good way I can send you that securely? (didn’t see a way to attach files in the Secure Note)

#9

Hello @PriddyMuch,

Thanks for providing the information. I have investigated your site and it turns out that Cornerstone did not load because you have added this code in the Theme Options > Custom JS

 <!-- BEGIN ProvideSupport.com Visitor Monitoring Code -->
<div id="cidaYd" style="z-index:100;position:absolute"></div><div id="sddaYd" style="display:none"></div><script type="text/javascript">var sedaYd=document.createElement("script");sedaYd.type="text/javascript";var sedaYds=(location.protocol.indexOf("https")==0?"https":"http")+"://image.providesupport.com/js/1l3djxm08l98y0yd80uh0ateyh/safe-monitor.js?ps_h=daYd&ps_t="+new Date().getTime();setTimeout("sedaYd.src=sedaYds;document.getElementById('sddaYd').appendChild(sedaYd)",1)</script><noscript><div style="display:inline"><a href="http://www.providesupport.com?monitor=1l3djxm08l98y0yd80uh0ateyh"><img src="http://image.providesupport.com/image/1l3djxm08l98y0yd80uh0ateyh.gif" style="border:0px" alt=""/></a></div></noscript>
<!-- END ProvideSupport.com Visitor Monitoring Code -->
<script src="https://maps.googleapis.com/maps/api/js?key=AIzaSyBlKyTOL-brhziTjEPQ4q05iY330wTuMUM">
</script>

I went ahead and removed the code to be able to resolve the Cornerstone edit issue. Please check your site now as you can edit a page again. I also created a test page to make sure and confirm that the issue has been resolved.

With your code, if you really need this code added in your site, what you can do is to install a 3rd party plugin, Insert Headers and Footers (https://wordpress.org/plugins/insert-headers-and-footers/). Once installed, please go to Settings > Insert Headers and Footers and have the code inserted in the footer section.

Hope this helps.

#10

@RueNel Ok thanks, that JS code is now being inserted into the footer via the Insert Headers and Footers plugin instead of the theme’s Custom JS area. I was able to edit the test page you created. However, I still can’t edit my Home page in Cornerstone. If I go to All Pages in Wordpress and click Edit on the page, I see all the Cornerstone shortcodes in the Text tab. But if I click on the Cornerstone tab, it gives me a warning that this page was modified outside Cornerstone and editing in Cornerstone will replace the current content. So it appears it’s not detecting that the page was built with Cornerstone. How can that be resolved?

#11

Hello @PriddyMuch,

You have accidentally switched between editors in your homepage which is why it is showing the text view of the default WP editor. If you click the Cornerstone tab and edit it anyway ignoring the warning, you may still be able to edit the page in Cornerstone. Bear in mind that any changes outside of Cornerstone will be discarded and only the last recorded state is loaded in the Cornerstone preview.

Hope this helps.

#12

After clicking on the Cornerstone tab, clicking the button to proceed anyway, and clicking edit to open up the page in the Cornerstone editor, I’m still just seeing a blank page with none of the Cornerstone elements that should be present.

#13

Hi There @priddymuch

We have pushed another update fixing some bugs which you can see here (https://theme.co/changelog/). Could you please try updating both of your X theme and Cornerstone plugin to the latest version and see if you can edit your content.

If you’re using a caching plugin, make sure to purge your server cache and also clear your browser cache before testing.

Let us know how it goes.
Thanks!

#14

@mldarshana I have updated both the X theme and Cornerstone plugin with the new versions, but unfortunately I’m still getting an empty page when editing the Home page in Cornerstone. It’s as if it’s not detecting any Cornerstone content being present on the page. When looking at the code for that page in the Text editor, does it all look correct in regards to Cornerstone shortcodes?

#15

Hi There @priddymuch

Upon checking your issue further, it seems that some of your resources are loading from a different URL.
app.example.com

Do you have some sort of CDN setup? If so first try clearing your CDN cache. Also if possible, try disabling it temporarily and test your issue further.

Let us know how it goes.
Thanks!

#16

@mldarshana Yes, the site is using a website firewall from Sucuri which runs on top of a CDN. I tried clearing the cache and also tried disabling caching temporarily but still getting the same result when trying to edit Home page in Cornerstone.

#17

Hello @priddymuch,

Thanks for updating in! We have created a test page and test out Cornerstone. No issues encountered and we were able to create and edit the page.

I also edited your homepage in Cornerstone disregarding the warning. Yes I can confirmed and see that the page is blank in Cornerstone. It looks like a blank slate for a new page. This would mean that Cornerstone data was corrupted. This has been the result when you have switched between the editors. The easiest way to resolve this is to start from scratch since we can no longer retrieve the corrupted data.

Hope this helps.

#18

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