Cornerstone not working and won't allow me to edit pages

bradclarke10 · June 15, 2018, 2:20pm

Hi,

I went to edit a page yesterday and was greeted with the message:

The preview was unresponsive after loading. This is most often related to a plugin conflict or aggressive page cacheing.

Origin URL: https://www.my-url.net

Preview URL: https://www.my-url.net/my-page/

I’m not sure how long I’ve had the issue for as I haven’t attempted to edit any pages in several weeks and due to a busy schedule I haven’t been testing updates on my dev site first.

So far I have:

re saved permalinks, changed saved and reset permalinks, deleted and reinstalled cornerstone, cleared cornerstone cache, confirmed php ini settings for time limit 300 memory limit and max at 512 and deactivated all other plugins.

So far nothing has worked.

I was reading another support post where the staff member was trying to explain cornerstone > custom path. Is this a potential fix and if so, what needs to be added there?

I would love to be able to provide you login credentials but unfortunately HIPAA does not allow me to do so.

Any suggestions would be great!

I’m running the latest versions of both X and cornerstone and haven’t had any issues previously.

Thanks

Brad

rad · June 10, 2018, 5:05pm

Hi @bradclarke10,

Thanks for writing in.

Maybe it’s not due to permalinks, it could be caused by contents too or even widgets, and similar. Would you mind providing your site’s URL and admin login credentials so we could check?

Thanks!

bradclarke10 · June 11, 2018, 11:28am

Hey @Rad,

Sorry for the slow reply, I wasn’t notified by email of your response.

Unfortunately as I said in my post I’m restricted by HIPAA so I cannot provide access. I’m in health care.

If you could let me know what to try first that would be great.

Thanks

Brad

mldarshana · June 11, 2018, 2:42pm

Hi Brad,

We can certainly understand your situation. I will try to provide some information which should help you to resolve your issue.

First install this plugin (https://wordpress.org/plugins/wp-serverinfo/), head over to Dashboard -> WP-Serverinfo section and make sure that your changes such as increasing memory limit and script execution time increase are affected (you should see the new values).

Then also check your PHP version and make sure to use PHP v5.6.x or above to avoid incompatibility issues.

If the above requirements are met, then you can try testing for a plugin conflict by disabling your 3rd party plugins. You can use health check plugin developed by WordPress team (https://wordpress.org/plugins/health-check/) to test for a plugin conflict. It has a special feature so that your visitors will not be affected when you’re disabling plugins and testing your site. You can follow this video guide for more information (https://www.youtube.com/watch?v=nO1nP1gBstM).

Let us know what your findings are, so that we can assist you further if needed.

Thanks!

bradclarke10 · June 11, 2018, 3:37pm

Hi @mldarshana,

Thanks for the reply.

I can confirm the memory limit etc settings are correct. Wordfence recognizes the changes as well.

I set my site to maintenance, disabled user log in and deactivated all plugins one by one overnight prior to creating my post/ticket.

I’m running PHP 7.0.30

I also made a duplicate of my site, launched it on my dev server, deleted every page, deactivated every plugin and the problem still remains.

I don’t have any MU plugins either.

Next step?

Thanks

Brad

bradclarke10 · June 11, 2018, 3:49pm

Hi @mldarshana, @Rad,

New finding… I can create a new page, and cornerstone works on it…

What does that tell us?

Thanks

Brad

mldarshana · June 11, 2018, 6:27pm

Hi Brad,

Can you open developer tools, switch to console log and then try to edit a page in Cornerstone and let us know what errors you can see on the console log.

If you’re using Firefox, you can right click on the page and go to inspect elements and then switch to console tab. If you’re using Chrome, you can right click on the page and go to inspect and switch to console tab.

Let us know with details.
Thanks!

bradclarke10 · June 11, 2018, 6:39pm

Hey @mldarshana,

Lots of errors. I masked my URL with “my-website”.

Thanks

Brad

Alaa · June 11, 2018, 9:45pm

Hi Brad,

Can you reproduce this issue on both browsers (Firefox and Chrome)? as it could be related to this issue on Firefox.

Also, if this issue occurs only on certain page, then I would check if there is any custom JS libraries/codes loaded on that specific page or not, this can be in the page content or in the custom JS content in Cornerstone.

I would try to disable any plugin I have that has “minify JS” option and clear cache as well.

Let me know how it goes,
Thanks.

bradclarke10 · June 11, 2018, 10:17pm

Hi @Alaa,

I only use firefox but I’ll test another browser tomorrow.

It occurs on every page of my production site and dev site. If I create a new page than cornerstone works.

To my knowledge I have never used any custom JS, but I’ll confirm that as well.

I have already disabled every plugin. That did not change anything.

I’ll be back tomorrow

Thanks

Brad

paul.r · June 12, 2018, 4:35am

Hi Brad,

Please let us know how it goes.

This issue is also most likely due to change in site url like migrating from an old url to new one.
If it is not done correctly cornerstone data gets corrupted and all your old pages that were built using Cornerstone
will no longer work.

For your guide on migration kindly review the link below.

Thanks

bradclarke10 · June 12, 2018, 5:04pm

Hi @paul.r,

I haven’t migrated anything in quite some time, 8 months, and use the dev site just to test, then I just make the changes directly to the production site.

I tired the different browser, no change.

No pages have JS.

I tired something else on a dev page in cornerstone which is I deleted the sections, once the last section on a page was deleted than cornerstone loads. What does that mean? Especially when combined with the fact it works on a new page?

Thanks

Brad

friech · June 12, 2018, 10:49pm

Hi Brad,

Can you try deleting that last section only, it could be a content of that last section or the section itself is causing the issue.

Also, If you’re using a child theme, try switching to the parent theme to see if that makes a difference. The conflict could be in your customizations (do this on dev site).

Also, try running this plugin (Transient Cleaner), remove all expired transients and remove all transients.

Let us know how it goes,
Cheers!

bradclarke10 · June 12, 2018, 11:45pm

Hi @friech,

Tried deleting the last section only. Didn’t work.

Changing from the child theme doesn’t work either.

I didn’t use transient cleaner but I use Advanced Database Cleaner By Younes JFR every time I log in. It cleans the transients etc as well.

I grabbed my other laptop, MacPro, and Firefox still doesn’t work, but chrome on the mac did!!!

So, what stops editing of old pages on Firefox but allows new pages to be edited on Firefox, but allows all pages to be edited on the Mac with chrome???

I really do not want to use chrome.

Thanks

Brad

paul.r · June 13, 2018, 7:36am

Hi Brad,

In that case, would you mind providing us with login credentials so we can take a closer look? Please provide following information:

Set it as Secure Note

Link to your site
WordPress Admin username / password
FTP credentials

Thanks

bradclarke10 · June 13, 2018, 12:13pm

Hey @paul.r,

Thanks for the reply. Unfortunately as I said above I cannot provide login credentials as HIPAA does not allow it. I’m in health care.

Alternative? Suggestions to try?

Thanks

Brad

Alaa · June 13, 2018, 4:04pm

Hi Brad,

Two thoughts I have now in my head:

Double check that when you hit about:config in Firefox, then search for dom.indexedDB.enabled it’s set to the default value which is “True”.
You mentioned that you have tried to delete sections one by one and when you reached one specific section, the builder worked fine, can you retry this again, perhaps you missed the culprit section? also, do you recognize any of these sections that might have a call to external JS library? like you have a form subscription button there or something?

Finally, can we have a look at this page? you can share its URL in a Secure Note reply if you want.

Thanks.

bradclarke10 · June 13, 2018, 7:49pm

Hey @Alaa,

Sorry for the Slow reply.

I don’t understand how to do this test. Can you elaborate?
I tried deleting the sections in multiple orders. It doesn’t work until every section is deleted on any page I try. There is nothing but plain text on privacy policy page and it doesn’t work either. I don’t think it’s a JS issue.

I don’t understand why it works in chrome and not firefox. If you can elaborate on 1 I’ll give it a test.

Thanks

Brad

friech · June 14, 2018, 2:48am

Hi Brad,

If we put it that way, that means the issue is specific to Firefox, right? But Firefox and Cornerstone works on our end. So the question now is what is on your Firefox, do you have add-ons on it? If so, try uninstalling it. Or use the private mode where there is no add-ons and cache involves.

Then you said above that you can edit new pages in Firefox, but not the old ones. That means the Firefox holding something on those old pages, logical thing to that is a cache.

I would not also reject the possibility, that the issue is coming from a third party plugin or script and that Cornerstone is just a casualty of it. If you could, please do a plugin test.

Thanks,

bradclarke10 · June 14, 2018, 10:46am

Hi @friech,

I’m not convinced it’s just Firefox, but I don’t know.

Firefox works on new pages, just not old. Chrome works on both. I’ve been using Firefox since before X and haven’t had any issues. It’s really weird.

I backed up my bookmarks, downloaded a new firefox setup file, deleted firefox, then did a fresh install with no prior settings or extensions. No change.

I’ll try private mode etc again shortly.

On my dev site I have deleted every page but one and deleted every plugin but cornerstone. No change.

Can someone explain what @Alaa was asking me to try in relation to dom.indexdb.enabled ??? I don’t know how / where to check this.

Thanks

Brad