Hello, I’m working on a website with X. There’s a problem on the page edit. I’m unable tu select any elements on the graphic preview. If I move the mouse over one of it the only selection I can click is “edit page” (and if I select it nothing happens). Everything is up to date. I tried to disable the plugins but the problem persists. Can you take a look?
Hi @dcheese,
Thanks for reaching out.
The problem you are having might be due to the improper update of the X theme and Cornerstone plugin, I would suggest you follow the below steps to troubleshoot.
- Delete the Cornerstone
- After deletion please use the link in the dashboard to automatically install the Cornerstone.
I would also suggest you make sure that the PHP version should be 7.4. If the version is already set to the 7.4, 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.
- Theme Related Issue
- Plugin Conflict
- Theme Update related issue
- Child Theme Related issue
- CSS/JS Customization
- Disabling Cache
- 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 check the and reshare WP ADMIN URL for further investigation. The current URL is showing 404 not found error.
Thanks
Error 404 isn’t true. After you see it you can access to dashboard by simply delete text after /
I followed your instructions, deleted and reinstalled cornerstone, but the problem persists. Can you replicate it?
Hi @dcheese,
Unfortunately, I have already tried to access your admin URL but it was showing 404 as I mentioned earlier.
Thanks
Please see secure note
Hi @dcheese,
I have checked the Page Builder find the problem you described but that was partly solved when I re-installed the Cornerstone, but there is still some other problem that does not allow me to change or modify the content and elements in the Page Builder. If you have already troubleshot all the points mentioned in my earlier post, we need to investigate it further through the WordPress admin dashboard. To do that, I would suggest you please copy your live site to a staging server so we could troubleshoot freely without breaking your live site.
And give us access in the secure note including:
– WordPress Site URL & Login URL
– WordPress Admin username/password
To create a secure note, click the key icon underneath any of your posts.
Thanks
ok, I’m about to add details to secure note
Hello @dcheese,
I have investigated the issue and I found out that there is an error 500 going on in your website’s server. Please check out thos article for the troubleshooting instead:
You may also contact your hosting provider for further assistance.
Thank you.
I did all of the things mentioned in that page, without success.
I’m trying to know if my hosting provider can help me.
Hi @dcheese,
Whenever trying to access the staging admin URL through the previous URL it shows the following error. Please check once and let us know once it is accessible.
Thanks
Hello @tristup, staging is not active anymore, so you can use the first link I gave you in the secure note to enter the backend of the website. Thank you
Hello @dcheese,
I have investigated the issue further and I can replicate the issue. I cannot select any of the elements on the builder.
- Please see my video screencast in the secure note below.
I would recommend that you reactivate your staging site and we will continue troubleshooting in your staging site since your site is live. The issue could be one of your plugins or that one of the theme files were corrupted. We highly recommend that we continue the troubleshooting in staging so that we can deactivate most of the plugins and switch to the parent theme as well.
Best Regards.
Hi @dcheese,
Unfortunately, the staging URL is still not accessible. I have tried logging into your live server, but it still shows the 404.
Thanks
Hey @dcheese,
Your staging setup won’t work for Cornerstone as Cornerstone loads the preview is URL based. Your staging site should not be showing the live domain like https://example.com. It should be https://staging.example.com or https://example.com/staging
The builder is behaving like when you’re in Theme Options. That means the builder is previewing a mirror of your site that’s why you see that “Edit Page” when you hover over the content.
Would you mind providing details when this issue happened? What did you do to your site before this happened?
Also, please don’t use the staging method that you’re currently using as it still uses or displays the live domain. Disable it on your site. Again, your staging should either be a subdomain like https://staging.example.com or a subfolder like https://example.com/staging.
Thanks.
Hello @christian, the error for why I ask your help is not related to the live staging. It is the same on production website.
I’m going to deactivate the live staging right now. I want to try to update to PRO to see if the issue is still there.
Hey @dcheese,
Thanks for confirming that the issue happens on the live site without the staging setup as well.
My comments remain the same, whether in production or staging. I just made sure that your staging setup is not in the way.
The cause right now is a mystery to us that is why I asked the following questions.
Upgrading to Pro might not be the solution. Reinstalling WordPress and/or changing your web host might help.
In a Secure Note, also post your wp-config.php setup. Or, give us FTP access (you can get this info from your web host).
Thanks.
Hi Christian, sorry for the total confusion. Unfortunately the “live staging” offered by my provider creates a problem at the production site, where the images are missing. They haven’t found a solution to this problem yet, so the only way to work in “live staging” without the production site goes affected is to put it under maintenance.
Anyway… to try to fix it in another way, I created a copy of the website on another domain, by using an old backup. Everything works (seems) perfectly. Currently this new staging uses WordPress 5.2.4 with X 7.0.4. Meanwhile, I’d like to be able to update X, so I’m asking if the latest version is compatible with Wordpress 5.2.4.