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[Dean H]

Hi
After purchasing and installing X, I activated it. On activation I was presented with a blank screen with a toolbar down the left hand side.
The question is what do I do from here?
I later watched the installation video tutorial which directed you to press ‘Live Preview’ after installing and not ‘Activate’, as instructed on the download manual, which would appear to then install some content which could then be changed.
Could someone please advise me as to whether I should uninstal completely and re-instal or how to go about getting the content from this ‘Live Preview’ into X?

Thanks
Dean

[Kory]

Hey Dean,

Thanks for writing in and we’re sorry to hear that you’re having some issues with getting things up and running. It sounds like your issue is specifically related to the Customizer, so the items below are related to that. There are a few things that you can do at this point and I ask that you run through all of them as it could be a number of items that is causing a problem. Firstly, if you haven’t done so yet definitely take some time to run through the resources in the Knowledge Base, especially the article titled Solutions to Potential Setup Issues. There is extensive documentation in there on common issues certain users have encountered in the past and how to remedy them.

Secondly, I would try checking with your hosting provider on this particular issue as it sounds like something related to your setup is could be causing this. Typically, this is due server configuration problems (i.e. underpowered, traceroute issues, packet loss, permissions errors, et cetera). Additionally, your host will be able to diagnose things much better due to the fact that they have a more complete view of your account and can work behind the scenes with you. I would specifically inquire about any permissions errors on your site, as this is typically something we see cause this type of behavior.

Finally, if the above items don’t work, please login to your WordPress admin screen using Google Chrome, right-click anywhere on the screen, then select Inspect Element. Once the popup box appears at the bottom of your browser, hit the ESC key to bring up the JavaScript console. Once your JavaScript console is active, please to view the Customizer by clicking on the Customizer link and see if any errors appear. If anything shows up, please copy and paste those messages here so that we can better assist you on this issue.

Thanks!

[Author]

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