[Petr CParticipant]

Hi support,

after updating the theme to version 2.2.0, the customizer stopped working and is stuck at second step. I also updated shortcodes to v. 2.3.0. WP version – 3.9.1.

Thank you very much.

Petr

[KoryKeymaster]

Hey Petr,

Thanks for writing in and we’re sorry to hear that you’re experiencing some issues with the Customizer. You say you updated your shortcodes to v2.3.0, did you happen to mean v2.3.3? v2.3.3 is the most recent version of the plugin, so if you’re not using that definitely take some time to update to that and ensure that you have everything in order.

For the time being, do this and let us know if you see any messages that could help us out in this situation. Login to your WordPress admin area in Chrome and right-click anywhere on the screen and select Inspect Element from the dropdown list. Once you do that, you should see a popup appear at the bottom of your screen. Once that’s active, find the button at the top right of the popup that looks like an arrow pointing to the right at three lines. When you hover over it it will say “Show drawer.” If this is inactive, it will be grey and you won’t see an additional drawer at the bottom of this popup. If this is the case, click it so that the button is blue and that a drawer appears at the bottom of this popup. This is the JavaScript console of Chrome and should log any errors that are potentially happening here.

Once you have done all that, with the JavaScript console visible, select the Customizer link from the WordPress admin menu and watch it to see if it records any errors. Anything that shows up in this console, please copy and paste it here so that we can hopefully ascertain what is causing this error for you. Also, it’d be helpful to know if you’re running any third party plugins, especially ones that do work on the admin area of your site. If so, try disabling these one by one to see if that helps to alleviate any problems.

Thanks!

[Petr CParticipant]

Hi,

This is what i get from the console after I disabled every plugin (it didn’t actually change anything). The shortcodes version i got is really 2.3.3.

GET http://abcweby.cz/wp-content/themes/x/framework/css/admin/sidebars.css 403 (Forbidden) customize.php:23
GET http://abcweby.cz/wp-content/themes/x/framework/css/admin/meta.css 403 (Forbidden) customize.php:22
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/admin/x-customizer-controls.min.js 403 (Forbidden) customize.php:3467
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/admin/x-customizer-admin.min.js 403 (Forbidden) customize.php:2784
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/site/x-body.min.js 403 (Forbidden) load-scripts.php?c=0&load%5B%5D=customize-base,customize-controls,accordion,jquery-ui-core,jquery-u…:2
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/site/x-head.min.js 403 (Forbidden) load-scripts.php?c=0&load%5B%5D=customize-base,customize-controls,accordion,jquery-ui-core,jquery-u…:2
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/site/x-icon.min.js 403 (Forbidden) load-scripts.php?c=0&load%5B%5D=customize-base,customize-controls,accordion,jquery-ui-core,jquery-u…:2
GET http://abcweby.cz/wp-content/themes/x/framework/js/dist/admin/x-customizer-preview.min.js 403 (Forbidden) load-scripts.php?c=0&load%5B%5D=customize-base,customize-controls,accordion,jquery-ui-core,jquery-u…:2

Thanks for great support.

Petr

[ChristianModerator]

Hey Petr,

Please change your WordPress files and folder permission to 755.

Thanks.

[Petr CParticipant]

Hi support,

changed the permission and everything works.

Again, thank you very much.

Petr

[Kosher KMember]

You’re Welcome.

Cheers

[rcummingsParticipant]

Hey guys. This helped me too. But…you may want to include this somewhere right out of the gate because my first experience with this theme has been searching for 2 hours for the error “initializing live preview”.

[MrinalMember]

Hi There,

Thanks for the suggestions, I’ll update this KB: http://theme.co/x/member/kb/solutions-to-potential-setup-issues-customizer/ & add the solution.

Have a nice day, Cheers!

[CousettMember]

Yes this is something we can consider adding to the Solutions to Potential Setup Issues: Customizer page. Thank you for the suggestion.

[SharonPerpParticipant]

Ack, going crazy with similar problem. The x theme worked fine but the child theme got stuck on Step 1, Initializing X Customizer.

Seemed to be AdBlock but all that did was get it through the two Steps. Once I was in the customizer nothing worked.

Here’s what I got with Inspect Element (the last line is the one it called an error):

Consider using ‘dppx’ units, as in CSS ‘dpi’ means dots-per-CSS-inch, not dots-per-physical-inch, so does not correspond to the actual ‘dpi’ of a screen. In media query expression: print, not all, (-webkit-min-device-pixel-ratio: 1.25), (min-resolution: 120dpi) themes.php:22
6
Consider using ‘dppx’ units, as in CSS ‘dpi’ means dots-per-CSS-inch, not dots-per-physical-inch, so does not correspond to the actual ‘dpi’ of a screen. In media query expression: print, not all, (-webkit-min-device-pixel-ratio: 1.25), (min-resolution: 120dpi) customize.php?theme=x-child-renew:16
Resource interpreted as Font but transferred with MIME type x-font/woff: “http://www.askexmom.com/wp-content/themes/x/framework/fonts/font_awesome/font-awesome.woff?v=4.0.3”. customize.php?theme=x-child-renew:1599
ThemePunch GreenSocks Logs jquery.themepunch.tools.min.js?rev=4.5.95&ver=3.9.2:25
Resource interpreted as Font but transferred with MIME type x-font/woff: “http://www.askexmom.com/wp-content/themes/x/framework/fonts/font_awesome/font-awesome.woff?v=4.0.3”. customize.php?theme=x-child-renew:1
Uncaught ReferenceError: mod is not defined x-customizer-preview.min.js:1

Sorry about the wonky formatting, I’m pretty wiped out. Thanks for the help, you guys are great!

Sharon

[Paul RModerator]

Hi Sharon,

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.

[SharonPerpParticipant]

This reply has been marked as private.

[ZeshanMember]

Hi Sharon,

Thank you for writing in!

Unfortunately the given WordPress credentials didn’t work (see: http://prntscr.com/4chs68). Please confirm the Username/Password again.

Regarding the FTP credentials, yes, exactly the one you use in FileZilla client.

Thank you.

[SharonPerpParticipant]

This reply has been marked as private.

[Nabeel AModerator]

Hey Sharon,

The login details still not working. Can you please check this at your end once?

[Author]

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