Audio element not saving to template

Support
#1

Hi,

I wonder if you can help me?

I am using Pro. I have saved a template for a Sermons Post that includes two sections. The first has a row with two columns, an image in the left and an audio element customised to suit my colour scheme in the right. The second section contains a single column of text. I have saved this layout as a page template.

When I start a new post and load the saved page Template the page populates with everything but the audio element - the column that contains it and the element itself cannot be seen or selected.

I have tried to save just an audio block template and this produces the same result - nothing on the page that can be selected even though the section is being listed.

EDIT I’ve just tried adding a new audio element into a fresh post and this doesn’t show up either, so something is going awry with audio elements.

Many thanks for your help,

Ken

#2

Hello @KenCope,

Thanks for asking. :slight_smile:

Can you please share login details in a secure note for us to take a closer look?

Thanks.

#3

Hi Prasant,

Thanks for getting back to me

Please see Secure Note below

#4

Hi there,

Login credentials aren’t working, but what audio you’re adding? Is it an embed code? Please provide a site’s URL that has this issue and I can check it.

Thanks!

#5

Sorry,

I’ve just updated the password and double checked see secure note below, same url as above.

It’s an embedded mp3 audio file

#6

Hi there,

Would you mind clarifying what audio embed you’re adding? I checked them and all of them are audio file within the audio player element (not embed), and it all works okay (backend and front). The templates too are working and saving.

Thanks!

#7

Hi Rad,

I’m using mp3 audio uploaded to the WP Media library and linked to in the Player.

What I’m now finding is happening is:

  1. Add a section

  2. Add a Row with 2 columns

  3. In the right hand column add text element

  4. In the left hand column add audio element

  5. Add link to the Player (not embed)

Expected:
The audio element is visible and ready to edit

Actual:
The whole column disappears and the right hand column gets moved across replacing the left hand column.

What is strange is that I can then save the page with the disappearing audio element and preview it the audio element is there. If I close the builder page and go to the dashboard, open the pages menu then choose to edit the page in Pro the audio element shows on the page ready to edit. So it is only when I am first adding the audio element to the page, whether from my Template, or fresh on the page that the audio element is disappearing.

#8

Hi there,

Thank you for the information. I checked the case on your installation by adding a test page and uploading a sample mp3 file and saw the problem.

I tested the same case scenario in 3 different installations of mine in local machine and live server and none of them had this problem you have on your environment.

This shows the problem is unique only for you and we need to find out the reason for your environment.

Please kindly check for cases below:

  • Change the theme from child theme to the parent one and test the case.
  • Deactivate all 3rd party plugins and check the case.
  • Check with your hosting service provider and ask them if they block any kind of iFrame reference via Ajax.
  • Check if the HTTPS protocol is implemented correctly and you do not have cases that website wants to loaf the iFrame using the HTTP protocol:

Thank you.

#9

Hi Christopher,

Thanks for your help.

I went through your suggestions carefully and found the culprit was a Facebook plugin I had been testing.

All working as expected now.

Once again, thank you, much appreciated.

Ken

#10

Glad to hear it Ken!

#11

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