Common Issues

Testing for Theme Related Issue

Whenever you encounter an issue, the first step to check is to find out if it is related to the theme you installed or not. Follow the steps below to check for theme related issues:

• Go to WordPress Dashboard > Appearance > Themes change the X or Pro theme or the X or Pro Child Theme to a default WordPress theme, such as Twenty Seventeen.
• If the problem persists, then it is not related to the X or Pro theme.
• If the problem goes away, it is something related to the X or Pro theme, and you should continue the troubleshooting.

Testing for Plugin Conflict

If the Cornerstone/Pro page builder freezes on the loading screen or there are front end issues it might be a sign of plugin conflict. The plugin conflict testing is one of the standard ways for troubleshooting In WordPress. It rules out the possible conflict with a third party plugin and the Theme. The process of testing for plugin conflict is as follows:

• Go to WordPress Dashboard > Plugins.
• Disable all the plugin if you use the Pro theme.
• Disable all the plugins except Cornerstone if you use the X theme.
• Check the problem and see if it persists.
• If the problem persists, then the problem is not related to third-party plugins.
• If the problem goes away, it shows that a plugin is causing the issue.
• To find the plugin responsible for the issue go to WordPress Dashboard > Plugins and activate plugins one by one.
• On each activation step check to see if the problem comes back.
• As soon as the problem comes back it shows that the latest activated plugin is the problem cause.

Theme Update

It is a good practice always to keep the X and Pro Themes and the Cornerstone plugin updated. If you encounter an issue, make sure that the theme is updated, that will rule out any possible old version bugs that already fixed in the new version.

Follow this link for more details on how to update the X and Pro themes.

Child Theme

Using a Child Theme is a standard way of customizing themes in WordPress, and we recommend you install one when customizing X or Pro.

It is possible that code errors are made during customization and this may cause issues. To test if the problem is related to the child theme customization, follow the steps below:

• Go to WordPress Dashboard > Appearance > Themes and change the active theme from Child Theme to parent theme whether it is the X or Pro theme.
• Check the issue and see if it persists.
• If yes, then the problem is not related to the child theme customization.
• If no, then it is a problem in the child theme customization, and you need to check the code added to find the error(s).

CSS/JS Customization

If you encounter a front end issue, check any customization that you have made using the CSS and Javascript code areas of the theme.

• Go to X/Pro > Theme Options > CSS and remove the CSS code there and check if the problem persists.
• Go to X/Pro > Theme Options > JS and remove the Javascript code there and check if the problem persists.
• If the problem persists then it is not related to the CSS/JS customization.
• If the problem goes away, it is related to CSS/JS customization, and you need to check the code you entered.

You can add CSS/JS customization code in page per page basis in X and Pro themes. If you added the JS/CSS customization that way, go to the page in question and open up the Cornerstone/Pro page builder and check the CSS/JS code you entered.

Increasing PHP Memory Limit

If the Cornerstone/Pro page builder freezes on the loading screen or there is a broken behavior in the WordPress Dashboard, it is possible that your server ran out of memory. You can increase the PHP memory limit yourself in most cases, but there are shared hosting services that do not allow you to increase the PHP memory limit and you will need to contact your hosting service provider to make the necessary changes.

The recommended PHP memory limit is 512 MB. Click here for more detailed information on how to increase the PHP memory limit.

Disabling Cache

If the Cornerstone/Pro page builder freezes on the loading screen or you change the theme options, and it does not reflect on the front end of the website it might be related to cache. The solution is to purge the cache and disable the cache plugin and check the case.

There are hosting service providers that include caching automatically which you can go to WordPress Dashboard > Settings > General and search for cache options there. If there are no options in the settings and you did not install a cache plugin, contact your hosting service provider and ask if they incorporate the caching system and ask them to purge the cache for you.

Disabling CDN

If you use third-party CDN services such as CloudFlare, you might experience the same problems as the cache issues we discussed before. Disable the CDN service to check and see if the CDN service causes the problem. In general, excluding the Cornerstone/Pro page builder assets will fix the issue.

Permalinks

If you encounter 404 page not found error, in most cases it is related to the permalink settings or cache. Go to WordPress Dashboard > Settings > Permalinks and set the permalinks to Post Name and hit the Save button to flush the permalinks cache.

Version Compatibility

The X and Pro themes come with bundled plugins that you can utilize on your website, and also some plugins officially are compatible with X and Pro such as the Woocomemrce plugin. It usually takes time to check the compatibility of the plugins if a new update is released for them. The latest version of the plugin might have a conflict with the theme, and it is recommended that you always check the version compatibility of the plugins before updating them.

Summary

That wraps up common issues encountered and we've discussed solutions to help you resolve them. If you have an issue that is not listed in this article or you could not fix the issue following the recommendation here, raise a support ticket and our team will assist you further.