[Scott WParticipant]

So I recently updated all of my WordPress installs on Cloudways to 4.7 and it seems as though X theme Customizer is now making the browser time-out or page crash. I’m on Chrome and after it attemps to load any page for configuration it will stall and kickout to the “Aw Snap” screen.

I’ve tried the suggested memory increases in wp-config.php and .htaccess files and disabled plugins to no avail. I am pretty certain that the problem has something to do with the latest 4.7 upgrade and not my hosting server because I went to one of my sites on the same server that had not been upgraded to 4.7 yet to test the X Theme customizer out and it worked fine, but as soon as I updated that site to WordPress 4.7 it started doing the same thing.

Hopefully you guys can help me troubleshoot a solution as this is now affecting several websites I have hosted on cloudways now.

Thank you

Staging URL: http://woocommerce-28934-62592-180249.cloudwaysapps.com/
X Version: 4.6.4
Wordpress Version 4.7

[Paul RModerator]

Hi,

Would you mind providing us with login credentials so we can take a closer look? To do this, you can make a post with the following info:

– Link to your site
– WordPress Admin username / password
– FTP credentials

Don’t forget to select Set as private reply. This ensures your information is only visible to our staff.

[Scott WParticipant]

This reply has been marked as private.

[Nabeel AModerator]

Hi again,

Thanks for providing the credentials. I checked your Customizer and it seems to be working fine on my end. I tried saving and it also works fine. Try clearing your browser’s cache and reload the site.

Let us know how this goes!

[Scott WParticipant]

saving what? Were you able to edit anything? Sometimes it will show the theme as pictured, but mostly it locks up my browsers and it’s done this in both Chrome and Firefox on my side and the hosting tech support has confirmed the same on his end and asked me to seek support through you guys because there is no error log that points to any issues on the server.

I’m stumped here.

[Rue NelModerator]

Hello There,

I am another staff checking on this thread. I tested your site in Chrome and Firefox. To test it, I have changed the site links hover color to red. You can check it your browser that the site links hover is red.
http://prntscr.com/dsjl8k
http://prnt.sc/dsjl5a

Could you please clear your browser cache or use private browsing mode? Maybe you can use Chrome’s incognito mode and test your site again.

Please let us know how it goes.

[Scott WParticipant]

SO after some tinkering around, I managed to get the customizer to work and I narrowed it down via process of elimination (disabled all plugins) to the customizer not loading while the WooCommerce plugin is enabled.

This presents a big issue as this site is an ecommerce site. It seems that there may be a conflict with customizer and woocommerce on this install. So, I deleted the woocommerce folder and re-installed from “add new” and it still gives me the same brown kick out to aw snap screen or stalls out when the woocommerce plugin is enabled and I attempt to customize.

Let me know if you can help me sort this issue out. I’m spending way too much time trying to bugfix this customizer issue when I need really really to be designing the site. I really appreciate all the help. Thanks again.

Scott

[RadModerator]

Hi there,

It’s probably a woocommerce issue and not customizer. Customizer is just affected by it, especially if it’s related to javascript.

Though I checked and I don’t see any issue. Example, in customizer, I enabled Woocommerce menu cart and saved it, and it works flawlessly. Would you mind providing a video recording of the process you’re doing?

Thanks!

[Scott WParticipant]

Here is a link to the screen recording.
https://www.dropbox.com/s/dm2106e1uj2mwq8/wp-customizer-error.mov?dl=0

[Scott WParticipant]

4 separate responses from 4 separate members. still no solution.

Can anyone please help me figure out this mystery tonight. I posted the link to the video above. Its not browser specific because it happens the same on Safari as well. So I thought maybe the server was blocking my IP, but I checked and my IP was set to whitelisted, so I don’t think that is the issue either.

However, Cloudways does have two separate WordPress application options upon installation, one for WooCommerce powered sites where it installs WordPress with Woocommerce plugin already installed, and then one for a standard install. This site’s install was Woo enabled so when I went to delete the directory, thinking that I could just delete and reinstall the woocommerce plugin and that might fix the issue, I could not delete the plugins/woocommerce directory in SFTP (no file manager on Cloudways) which led me to consider that it might be a permissions error where X theme customizer might be attempting to write to the directory and couldn’t which may be causing the time-out. So I then reset all directory permissions to be owned by master and then I was able to delete the plugins/woocommerce directory via SFTP and re-install the Woocommerce plugin. BUT THIS DID NOT FIX THE ISSUE EITHER.

At this point I am out of ideas and this client is going to ring my neck if I give him one more stalling excuse.

I could just use the Storefront Theme (as customizer works fine with it enabled, event with cornerstone) but I really really would like to use X theme as he has already paid for the licence.

Please help.

[RadModerator]

Hi Scott,

It’s not due to permission, it’s due to performance.

It stuck because of javascript process freezes, example, when woocommerce is disabled it still stuck in few moment, then it works. Enabling woocommerce just contributes more processing load in javascript, hence, make the freezing more serious.

Javascript runs in a browser, not on the server. Hence, its speed depends on device available resources.

I tried it on my windows and mac (chrome and firefox) and I’m not getting any performance issue like from your video recording.

You can try these,

1. Make sure your device has enough resources (available memory, less CPU load) by closing other apps or software.
2. Try it on different device and browser
3. Make sure your browsers are updated

Here is a video recording from my end https://www.dropbox.com/s/9h4pl0ymd4f2haf/customizer%20works.mov?dl=0, recorded and tested on Mac Chrome.

Thanks!

[Scott WParticipant]

Installed Firefox and I can edit customizer just fine with it. Doesn’t seem to be getting hung up on Customizer at all now. Wonder what the deal is with my Chrome installation. Guess I’ll reinstall.

Thanks for the help guys.

[Rue NelModerator]

Hello There,

We are just glad that you have figured it out a way to correct the said issue. Thanks for letting us know!
If you need anything else we can help you with, don’t hesitate to open another thread.

Best Regards.

[Author]

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