Cornerstone won't open any page CONTINUED

Hi - sorry… this issue is not yet solved. Since the problem was with our main site you had recommended doing a STAGING so the main site doesn’t go down, however now I’m having the same problem with one of my othr sites - leannacinquanta.com - and that site isn’t as important so perhaps we can solve the problem there then we’ll know how to solve it for tellasia.org. I would appreciate your taking a look. I just tried to make a new page on leannacinquanta.com (event-schedule) but Cornerstone again will not open. I’ve tried deactivating plugins, clearing cache and using a different browser all to no avail. i still get “The preview was unresponsive after loading. This is most often related to a plugin conflict or aggressive page cacheing.
Origin URL: https://leannacinquanta.com
Preview URL: https://leannacinquanta.com/event-schedule/

I truly appreciate your help.

Hi There,

Thanks for writing in!

“The preview was unresponsive after loading.” in general is a generalized error message that can mean one of many things. Please make sure to read the following thoroughly and follow all steps outlined.
The message can be caused by the following:

Incorrect setup of SSL. If you have an SSL certificate on your site. You should have the WordPress Site URL and Address URL settings set to HTTPS if you are loading the builder via HTTPS. This can be checked via your wp-admin > general > settings..

Caching. If you have a caching plugin activated or any form of server side caching please disable it to test for any possible conflicts. If you have server side caching or aren’t sure if you do, your host should be able to advise of this and disable it for testing purposes on your account.

Cloudflare. If you are using Cloudflare please disable this for testing purposes. Cloudflare by default enables an auto minfication function to compress the JS and CSS files of the theme. As the theme already serves minified files, re-minifying said files only causes to break the entire site.

Custom code syntax error. If you have a child theme, please enable the child theme and check if the issue still exists. If you have entered any custom JS or CSS into their respective editors. Please review the code for any syntax errors. A mis-placed semi-colon or a missing bracket will cause the issue you’re seeing.

If you could please try the above and if you still have the issue we’d be more than happy to assist.
Thanks!

Thank you for your quick reply

  1. SSL is set up correctly I checked it as directed
  2. I have fully deleted W3 Total Cache (which i did before with no change to the problem)
  3. I do not use Cloudflare
  4. My Child theme is enabled. I deleted all custom JS and CSS

After all that I cleared cache, created a brand new page (000–ss), and still got the same error:
The preview was unresponsive after loading. This is most often related to a plugin conflict or aggressive page cacheing.
Origin URL: https://leannacinquanta.com
Preview URL: https://leannacinquanta.com/000-ss/

I have put the JS and CSS back so my site isn’t down.

CLUE: Pages created in a certain date open fine so this cannot be a plugin conflict.
Cornerstone cannot open the following types of pages in my two sites running Pro: www.leannacinquanta.com and www.tellasia.org:
1) those created long ago such as
a - https://www.tellasia.org/pro/#/content/260/layout actual URL https://www.tellasia.org/about-us/
b -https://leannacinquanta.com/pro/#/content/7612/layout actual URL https://leannacinquanta.com/kingdom-impact/
2) pages made today such as
a - https://www.tellasia.org/pro/#/content/6580/layout or actual URL https://www.tellasia.org/events/
b - https://leannacinquanta.com/pro/#/content/8847 actual URL https://leannacinquanta.com/000-ss/

HOWEVER PAGES CREATED ABOUT A MONTH AGO OPEN FINE IN CORNRSTONE SUCH AS:

I truly appreciate your help in solving this. Currently I cannot properly edit anything on either site.

Hello There,

I have logged in and I can confirm the issue. In some old pages, you can edit it and in those two links, there is a JS error on the page. it could be caused by the code your inserted or something. Could you please give us access to your FTP? Please post it in a secure note in your next reply.

Meanwhile, you may use this tip for you to easily check your page while editing in Cornerstone. You can always use the skeleton mode when editing for faster response and easy access of all the elements in the preview area. This is also helpful especially if one of the sections or elements is not visible or hidden in selected screen size or you may have applied visibility options to a section of element.

Best Regards.

Thank you! Sounds like progress… I’ll check out skeleton mode, thanks for that tip… is this skeleton mode?

I’ve provided FTP in scure note

Hey There,

Yes that is the skeleton mode. It may came in handy when editing the page when it is not loading in the preview.

Meanwhile, I have check the files and it seems that everything is fine. Do you have a staging site where we can test or investigate further? Your site is live and not good of we will troubleshoot in there. It is best that you create a staging area, clone your site and we can continue the investigation in the staging site.

Kindly let us know.

Wow that staging plugin is awesome. Ok here’s the staging site
https://leannacinquanta.com/leannacinquanta1
same login as the main site.

Hi @Leanna,

I confirm the issue is still there, and it’s more related to timeout. And because the object isn’t properly loaded, it triggers errors.

Would you mind increasing your site’s max execution time? Like from here https://stackoverflow.com/questions/3829403/how-to-increase-the-execution-timeout-in-php. Some host will not allow this so you may need to contact them.

Thanks!

i can’t locate php.ini. This tutorial says its supposed to be in wp-admin and said create it if it’s not there so I did that and added the text they recommended but I don’t think the file is functional as it has a different icon than the others.

Hello @Leanna,

Thanks for updating the thread. :slight_smile:

If you are facing difficulty in accessing or updating php.ini file in that case a better option would be to get in touch with your hosting provider and ask them to increase the Max Execution Time.

Thanks.

ok I edited it in Cpanel so now it is as follows:
Path /home/tellas5/public_html/php.ini PHP Version inherit Domain tellasia.org
PHP Directive Information Setting
asp_tags Enables the use of ASP-like <% %> tags in addition to the usual <?php ?> tags. This includes the variable-value printing shorthand of <%= $value %>.
Disabled
display_errors This determines whether errors should be printed to the screen as part of the output or if they should be hidden from the user.
Disabled
max_execution_time This sets the maximum time in seconds a script is allowed to run before it is terminated by the parser. This helps prevent poorly written scripts from tying up the server. The default setting is 90.

30
max_input_time This sets the maximum time in seconds a script is allowed to parse input data, like POST, GET and file uploads.

60
max_input_vars This sets the maximum number of input variables allowed per request and can be used to deter denial of service attacks involving hash collisions on the input variable names.

1000
memory_limit This sets the maximum amount of memory in bytes that a script is allowed to allocate. This helps prevent poorly written scripts for eating up all available memory on a server. Note that to have no memory limit, set this directive to -1.

3000M
post_max_size Sets max size of post data allowed. This setting also affects file upload. To upload large files, this value must be larger than upload_max_filesize. Generally speaking, memory_limit should be larger than post_max_size.

2000M
session.gc_maxlifetime This specifies the number of seconds after which data will be seen as “garbage” and potentially cleaned up.

1440
session.save_path session.save_path defines the argument which is passed to the save handler. If you choose the default files handler, this is the path where the files are created.

/var/cpanel/php/sessions/ea-php56
upload_max_filesize The maximum size of an uploaded file.

1000M

cleared cache and tried it but still Cornerstone won’t open the pages.

Hi Leanna,

I went to the new staging website that you have created and checked the Dashboard > WP Server Info menu. That menu shows the server options that the WordPress installation use. That is the WP Server Info plugin menu.

After checking I see that the maximum execution time is not set correctly:

I suggest that you contact your hosting service provider and ask them to increase the option to 300s.

I also, suggest that you wait for the version 2.1 release of the Pro as the problem also I see is the timeout message which is also considered in the code in the new release.

The server timeout is different and you still need to contact your hosting service provider and ask them to increase the option we mentioned.

New release is expected to be available in 1-2 week(s).

Thank you.

Host fixed the php.ini so it’s local 300 and also master 300 (previously it was 300 and 30) and tweaked other things but no change. see https://leannacinquanta.com/phpinfo.php

What I don’t get is some pages load fine. The problem started with pages that weren’t built in Pro, and when I made a new page it opened fine, but what’s weird is that now even brand new empty pages I create won’t open. But pages I made a month ago or so open fine.

Hi there,

That’s the master values, but if you’ll check on WP Server info, the local value is 0 for max execution.

max_execution_time 0

The one being pickup by Wordpress is the local value instead of master value of 300. Could you try setting the local value to 300 too? You may want to contact your hosting provider. Master value are like default values which can be overriden. https://stackoverflow.com/questions/19520744/what-is-the-difference-between-local-value-and-master-value

Thanks!

I got host tech back online and they don’t see where it says 0. Both of them have logged in, seen the issue and found nothing on the server side. Again, I suggest this is not a timeout issue, since

  1. some pages with lots of content open fine, whereas
  2. other pages with zero content won’t open.
    This seems to be a THEME issue…
    L

Maybe Pro got corrupted… is anybody else out there having this issue??
If so, is anyone finding a solution?
Maybe entirely wipe out Pro and reinstall (if this can be done WITHOUT harming my content?)
I need to edit my pages and am entirely handicapped / unable to do so. Complicated pages are very cumbersome to navigate in “skeleton mode.”

Hey There,

To update pro, please do the following:

  • You can logged in to your ftp and browse to the themes folder.
  • Create a folder new-pro
  • Upload the Pro theme files in the newly created new-pro folder
  • Once everything is upload, rename the pro folder into old-pro
  • Rename new-pro folder into pro

This steps should update the Pro theme files. When everything is working perfectly, you may delete old-pro folder.

Please let us know how it goes.

Reviewing part 1 of this issue reveals we basically already tried a more aggressive version of this, which was to revert entirely back to a new installation of the old version of X… (we did this on the site www.tellasia.org which is having the same Cornerstone opening problem).There was no change to the problem.

Hi Leanna,

I understand that it’s been a while that we are in a back and forth and you and we were unable to find the problem on your specific case.

I am really not sure why this is happening on your installation. We have many other installations that do not have such a problem. Maybe the conversion you said from X to Pro did not work well. I am not sure.

The important thing to rule out is the server related problem possibilities, not only the timeout but the mod_security rules and other environmental factors.

I suggest that you move your website to another server or your local machine and check the case. That way at least we will make sure that the problem is not server related.

If the problem is not that, then it might be a problem of the database as you say some pages work and some not. I have never encountered such an issue. The only thing that comes to my mind is to clear the database transient cache that might help. For that, you will need to install this plugin.

Thank you.