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  • September 25, 2016 at 7:32 pm #1190096
    alohapoolsptyltd
    Participant

    Support Team,

    I woke up to this error message “Uh oh! An unidentifiable error is preventing the live preview from loading. Switching to Skeleton Mode.” upon loggig in to my Dashboard. Worst part is this bug is not confined to the backend only but has affected the entire frontend of my site. We are a fairly big company and our website is our primary source of sales leads and as such we are extremely unhappy.

    Kindly login and have a look now please.

    https://www.alohapools.com.au/
    WordPress 4.6.1
    Theme X 4.6.2
    Cornerstone 1.3.2

    Let us now if you need login access to the site asap.

    Thanks,
    Sara

    September 25, 2016 at 8:14 pm #1190209
    Rue Nel
    Moderator

    Hello There,

    Are you using CloudFlare, WP Rocket or may have installed a caching plugin like WordFence, W3 Total Cache or WP Super Cache? Please keep in mind that after doing every updates, always remember to clear all caches when updating so that the code from the latest release is always in use. This will help you to avoid any potential errors.

    Hope this helps. Kindly let us know.

    September 25, 2016 at 8:21 pm #1190213
    alohapoolsptyltd
    Participant

    Rue Nel,

    Yes our company uses WP Rocket linked to MetaCDN and I’ve just cleared all my cache. I’ll give it 30 minutes that should be enough to purge everything. If not I will reply back. I hope it’s as simple as a cache flush.

    September 25, 2016 at 8:24 pm #1190214
    Lely
    Moderator

    Do let us know then if the issue still persists.

    September 25, 2016 at 8:24 pm #1190215
    alohapoolsptyltd
    Participant

    Rue Nel,

    I flushed my website cache can you please take a look at https://www.alohapools.com.au/

    September 25, 2016 at 8:28 pm #1190216
    alohapoolsptyltd
    Participant

    If you noticed some of the images keep pre-loading. The navigation menu is incomplete and the layout is broken. It’s a far cry from what the site should look like. I’m not sure if plugins are not playing well together after an update or it could be completely different. Do you need to login the site?

    September 25, 2016 at 8:35 pm #1190220
    Lely
    Moderator

    Hi There,

    Upon checking, the CSS file is not loading properly.
    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.

    September 25, 2016 at 8:42 pm #1190221
    alohapoolsptyltd
    Participant
    This reply has been marked as private.
    September 25, 2016 at 8:46 pm #1190222
    alohapoolsptyltd
    Participant

    If you need to have FTP access then give me your email address so I can make an FTP user just for you please. Thanks!

    September 25, 2016 at 9:03 pm #1190234
    alohapoolsptyltd
    Participant

    Hi Rue Nel,

    I just has an email notification somebody else logged in our company site using the credentials I gave you besides myself.

    This email was sent from your website “Aloha Pools Pty Ltd” at Monday 26th of September 2016 at 11:59:10 AM
    The Wordfence administrative URL for this site is: https://www.alohapools.com.au/wp-admin/admin.php?page=Wordfence

    A user with username “alohapoolsptyltd” who has administrator access signed in to your WordPress site.

    User IP: 112.203.210.196
    User hostname: 112.203.210.196.pldt.net
    User location: Munoz, Philippines

    So Theme X has offices in the Philippines or you’re outsourced? Not that we mind just concerned about web security. Thanks

    September 25, 2016 at 9:18 pm #1190239
    Lely
    Moderator

    Hi There,

    See this:http://screencast-o-matic.com/watch/cDQOnQj3f2
    Your child theme style.css can be access. But then main X theme CSS file is not loading. It might be CDN issue:
    https://cdn.alohapools.com.au/wp-content/themes/x/framework/css/dist/site/stacks/integrity-light.css -> not loading
    https://cdn.alohapools.com.au/wp-content/themes/alohapools/style.css -> LOADING
    If after you have made sure that this is not a CDN issue, Please check in via FTP if the file is existing. Unfortunately, we don’t use email here. Please do create for us using your own email and then get back to use so we can check why the CSS file is not working.

    September 25, 2016 at 9:24 pm #1190245
    alohapoolsptyltd
    Participant

    I’ll give you FTP access one moment please let me make one first.

    September 25, 2016 at 9:28 pm #1190248
    alohapoolsptyltd
    Participant
    This reply has been marked as private.
    September 25, 2016 at 9:47 pm #1190271
    alohapoolsptyltd
    Participant

    Lely,

    Seems like this support ticket is being passed around different centres as your IP address keeps changing. Reason for concern for me.

    This email was sent from your website “Aloha Pools Pty Ltd” at Monday 26th of September 2016 at 12:45:07 PM

    The Wordfence administrative URL for this site is: https://www.alohapools.com.au/wp-admin/admin.php?page=Wordfence

    A user with username “alohapoolsptyltd” who has administrator access signed in to your WordPress site.
    User IP: 49.145.238.152
    User hostname: dsl.49.145.238.152.pldt.net
    User location: Dasmarinas, Philippines

    September 25, 2016 at 10:04 pm #1190283
    alohapoolsptyltd
    Participant

    Logged in Cpanel and I can see https://cdn.alohapools.com.au/wp-content/themes/x/framework/css/dist/site/stacks/integrity-light.css file still exists

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