After updating Cornerstone, unable to edit elements on a page

Support
#1

After updating to CS 2.1.3, CS is not working as the previous version was. It is not letting me edit elements on a page, and when I click the “sections” it goes nowhere on the page. So at this point I am unable to edit any Products or Pages (or anything using CS).

I have done the following to try to resolve the issue on my end:

  • deactivated all plugins. issue still happens.

  • increased memory definition on wp-config.php to high as possible

  • looked into error logs but see nothing of any consequence

  • enabled errors to show on site to see if something obvious would show related to CS. nothing.

  • updated X theme to latest version

At this point I am highly confused why CS is still not working, and I am reaching out to Support to help resolve. As I do not want to downgrade the plugin just to edit my site content.

#2

Hi there @audioengineusa,

Thanks for writing in!

Do you have any caching on the site at all, either server side or on the site? If you do, make sure they are both cleared and that the browser cache is cleared, it can be because it’s caught in your browser and a force refresh works.

As you’ve also tried most of the standard trouble shooting steps if you could attach some login details in a secure note and we’ll take a look.

Thanks!

#3

yes we have caching removed. since this issue has came up, i have made many changes to site and see those showing fine on site. i do not experience a cache delay, so i expect that is fine. i will post WP user/pass login details in a secure note on this thread next. i appreciate the help.

#5

Hi there @audioengineusa,

I’ve checked a few products and a few pages and they are editable for me in Firefox and Google Chrome (latest of each) https://monosnap.com/file/HmniBeQTSm6lPTK8dxj7bXExWI434g#

Is there a specific product or page that always doesn’t work for you?

Thanks!

#6

here is a video of me picking the first product at random. CS loads, i see the two layout sections on side menu. when i click them, it just sends cursor to top of screen. same result for both sections.

when i click on a text area on the page, it does not allow me to edit.

before i updated CS, i was able to click anywhere on page and edit, and also click a section and edit that.

make sure you watch this in detail, as i think you are missing a key component of this ticket.
https://www.screencast.com/t/CuFrzxHh2go

feel free to pick up a free copy of Jing so you can share what you are seeing, or alternatively we can set up a phone call to do a screenshare together Friday.

#7

Hi there @audioengineusa,

I’ve been some more testing on this and have managed to replicate the issue on the site, the issue is down to two jQuery errors that show, though they appear to be coming from Cornerstone directly, I can’t replicate those same issues on my development install.

Can you setup this live site on the WPEngine staging area and attach those logins in a secure note (including SFTP please), we can then further debug this for you.

Thanks!

#8

I have the same problem after updating to Cornerstone 2…1.3. It shows on the preview but not on the live site.
I’ve cleared my cache. Please help.

Thanks!

#9

Hello @khimlim,

Thanks for updating this thread. At this time we kindly ask that you open up your issue in a separate thread together with your login credentials. The longer threads get in the forum, they become more difficult to support as they tend to drift off topic and they also make it troublesome for users trying to search for solutions. Keeping threads relevant to their original inquiry ensures that we can keep better track of what has been resolved and that users can more effectively find answers to similar issues they might be experiencing.

Meanwhile, please make sure that you have the following:
1.) Have cleared the plugin cache.
2.) If you are using CloudFlare, please make sure that you have purge your site cache.
3.) Please make sure that you are also using the latest X version 5.2.2
4.) Please clear your browser or use private browsing mode and test your site again.

We will be responding your new thread shortly.

#10

staging site and sfp and wordpress information is here:

#11

Hello There,

Thanks for writing in! I have logged and taken further investigation. I have re installed WordPress core and even re installed X theme as well. I also deactivate the child theme and used the parent theme. Still, the issue persists and I wasn’t able to resolve the issue. I noticed that your PHP time limit is set to 0 which could be one of the cause of the issue.

Could you please seek assistance from your hosting provider and ask them to increase the PHP time limit to at least 300ms?

Please let us know how it goes.

#12

i would not guess it is related to php time limit, as we had the same php time limit previous to when this issue happened. site and CS was working fine, i upgrade to latest version, now it doesn’t work.

if php time limit was throwing an error, wouldn’t you see that in the error log?

secondly, when a php time limit is set to 0, it means there is no time limit. you propose to change it from no time limit to 300ms - giving it a hard stop limit. does not make sense to me. why are you proposing changing it from an unlimited amount to a set amount?

third, you can easily change a time limit in a script yourself for testing purposes and do not need to involve changing it on the server level. something like -https://stackoverflow.com/a/5140299/151438

lastly, the only limit we set in that respect is a killscript which will kill any long running processes that take over 60 seconds to complete. if CS is causing this killscript, then this is something in your code and not on the server level.

#13

Hi there,

Sorry for the confusion, it’s just assumption if your timeout has an issue, else, you don’t have to configure it. Time limits are configured through php config, or through code using predefined functions, or by adding it directly to the function that will initiate the connection. There are many ways but the system is expected to have default timeout in which the code should work without a need to modify it. But please ignore it, it could be a different case.

The cornerstone preview and editing is being displayed on the last tab FAQ. Are those tabs a custom one? Misplaced, but the builder works. Perhaps you can provide more information on how you added those tabs and I can start checking from there? I don’t see them in X’s Woocommerce options.

Thanks!

#14

as an update, since we are into week two of trying to resolve this, client has agreed to remove your company’s theme and build it from scratch so we do not have to rely on CS for core product editing. thanks for your help up to this point, and i hope this conversation helps someone going through same issue in future.

#15

Let us know if you need anything else.

Thank you

#16

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