Import Starter Template not working

Support
#1

Hi there, I’m using Pro and I can’t seem to import the starter templates pack. It just loads and nothing happens after that. Is there any way you can help take a look please?

www.cachetmedia.com

#2

Hi There,

Thanks for asking!

Would you mind providing your login details in a secure note so that we can have a look on to the issue?

Thanks

#4

Hi there, thank you for your kind assistance.
Please find the following:

#5

Hey @jasksks,

I see the issue. There’s no error in the Template Manager but the import process gets stuck or is being blocked (see Secure Note). Please contact your host to whitelist cornerstone-endpoint directory from Mod Security rules or other security systems they have.

Thanks.

#6

Thanks so much, @christian_y! I temporarily disabled said setting and managed to import the pack successfully! Truly appreciate your help and great support!

#7

On behalf of my colleague, you’re welcome. Cheers! :slight_smile:

#8

My host said they need a little more info to proceed. Typically, they tell me, they would be whitelisting a domain, IP address or modifying a rule. Can you provide any more specificity here? Thanks

#9

At this point, I’m actually no longer confident this issue is related to t he one I am having. The symptoms are different. Additionally, my host (Liquid Web) told me that there were no errors being thrown in Mod Security and nothing throwing any red flags anywhere else. Yet, I can not download the starter templates.

Here is whats happening to me:

The red box I’ve drawn here is pointing out that there is an odd artifact that appears when I click the “IMPORT STARTER PACK” button. I’ve verified this is happening across a number of different sites I’ve recently updated to 2.0.4 - one of them is at WP Engine as well. An environment I would expect to have no trouble.

Anyway, this is all that happens. No errors - just this quarter of a backwards button shows up at an angle and toggles on/off on click. That’s it.

I really need to get this solved asap. Thanks.

#10

Here it is doing the same thing when trying to download a template from a site. Which implies that, at least on this site, the template manager was able to download the templates at some point. What’s going on with this? Very odd.

#11

Hello @simeoned,

Thanks for writing in! :slight_smile:

You should ask Liquid Web support if they can see cornerstone-endpoint from your Mod Security rules. If they do, let them whitelist it.

If you still encounter the same problem, can share us your Wordpress URL/User/Pass in a Secure Note? We’ll check this one for you.

Just a side note, I suggest you open a new ticket next time so we can focus entirely on your issue on just one thread. It would be convenient for the both of us.

Thank you.

#12

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