Good morning,
I’ve set up an Envira Gallery on one of my websites, and sometimes it randomly appears to be broken. Sometimes when I refresh it goes ok again, and some other computers it just stays broken (see image attached). Do you have any idea on what would be causing the issue? The website is brand new, updated, and only has one other plugin installed (Contact Form). It might be worth mentioning that I had trouble installing the plugins, the website was showing errors, and when I tried to install Slider Revolution it caused a fatal error and I had to remove it from my FTP software. I’ve attached my credentials in case it would help!
Thank you very much.
Hi @Sylvakin,
There might be some different reasons behind your issue, I would like to suggest troubleshooting the following common issue to help us to recognize the reason.
1.Theme Related Issue
2.Plugin Conflict
3.Theme Update related issue
4.Child Theme Related issue **if you have activated it.
5.CSS/JS Customization
6.Disabling Cache
7.Disabling CDN
If you discover that an issue is coming from a custom code or 3rd party plugin, kindly consult with a developer or contact the plugin author. Please note that we do not provide support for custom codes and 3rd party plugins.
If none of the above help, please provide login credentials for your site in a secure note to examine it further, including:
– WordPress Site URL & Login URL
– WordPress Admin username/password
To create a secure note, click the key icon underneath any of your posts.
NOTE: unfortunately, the given credentials are not working.
Thanks
I’ve updated the secure note with the correct credentials. It doesn’t appear to be a plugin conflict nor something related to an update (everything should be updated). I downloaded w3 total cache to clean the caches, but it struggles and I can’t go passed the initial set up, and I have now an error message from this plugin. If you have any idea that could help I’d be glad, but I’d understand if that is beyond your scope of action!
Thanks again.
I had to manually delete W3cache as the website was no longer accessible since its installation. It has been the case for nearly every time that I tried to install any extension on the website.
Hi @Sylvakin,
I have checked the Envira Gallery but didn’t find the issue you described here. Can you please specify where exactly you are having this issue or the steps to replicate it?
Thanks
It depends on the browsers and computers, sometimes it works and sometimes it doesn’t… It’s just when I go on the page showcasing the Envira gallery, sometimes I can see the pictures and sometimes they just appear to be broken. When I refresh, sometimes it works again, sometimes it doesn’t.
My other (or maybe related?) issue is that whenever I try to install a plugin from the Pro section (like Essential Grid or Slider Revolution) the downloading fails and after that I cannot access anymore the “Installed plugins” section. I have to manually remove them from my FTP server.
Hey @Sylvakin,
I suspect what you are experiencing is a cache issue… Please clear all your caching features (plugin, server-side, CDN, and browser’s cache).
On the other hand, I suspect that when you try to install one of our bundled plugin the files were corrupted but the folder are already added to the plugin directory that’s why you need to manually delete them.
Hope that helps and let us know how it goes.
Hi @marc_a,
Thank you for getting back at me. Every time that I try to install a cache plugin, I get a 504 error (see attached) and can’t access the website anymore. I then have to delete it from my FTP to access the website again. What do you advise me to do?
Hi @Sylvakin,
I would suggest you please copy your live site to a staging server and install the cache plugin into it after activating any of the default themes. And if that does not create the same issue, I would suggest you please provide login credentials for your staging site in a secure note to examine it further, including:
– WordPress Site URL & Login URL
– WordPress Admin username/password
– FTP/CPanel credentials for file access.
To create a secure note, click the key icon underneath any of your posts.
Thanks
Hi @tristup ,
It does create the same issue on the staging website. I installed a default theme and I can’t install any cache clearing plugin, I get a 504 error. What would you advise me to do?
Also, I tried to install another gallery plugin on my main website to replace Envira, and tried to use Essential grid (that I used already on several other websites), and the functionalities to edit the skins are completely unavailable, I cannot click on anything. It seems like all of the plugins are having trouble to function. Should I just erase the whole website and start over? 
Thank you for your help.
Hi @Sylvakin,
504 error has something to do with your server. That being said, I suggest that you reach out to your hosting provider and ask for help regarding that issue.
On the other hand, I am not quite sure why the Essential is not working on your installation because when I tried to use the Essential Grid edit skin on my development website I was able to edit it without any issue. Maybe you could try updating your PHP version to 7.4 because your current PHP version is deprecated.
Hope that helps and let us know how it goes.
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