Changes in Cornerstone for some users not reflected on the front end after saving

[lifehouseglobal]

hi there,

We’re running a multisite install with Pro Theme and WPML and over the past few months have been encountering a strange problem that we can’t seem to solve ourselves.

For some users, when they make some edits in Cornerstone it saves it, even after clearing cache it does not display on the front end and then after refreshing the the page the changes have reverted in Cornerstone. We then tested using another user in the same browsers on the same computer and it would work. Making edits in general posts seems to be fine, it seems to be related to certain users and cornerstone. Can we have some assistance with this issue?

[prakash_s]

Hello @lifehouseglobal,

Thanks for writing to us.

It generally happens due to the browser cache, I would suggest you please ensure that you have purged all the cache and please ensure that you have not installed that browser extension which stops any Javascript file from leade that may cause the issue. I would also suggest you please ensure that you have purged the cache from the Cornerstone—>settings—>“Clear System Cache”

I would also suggest you please make sure you have given sufficient permission to the user account or admin privilege to the user account. You can check the permalink as well you need to set the permalink as Post name from the WordPress Dashboard —>Settings —>Permalink—>Postname.

Hope it helps
Thanks

[lifehouseglobal]

Hi there, thanks for the prompt reply.

We have tested clearing the system cache within Cornerstone, but we’ll try again today and let you know.

Regarding permissions, the user has admin permissions, only difference has been some users have “Super Admin” permissions.

Regarding permalinks, we do have a custom structure, however have had that for years and it hasn’t been a problem, it’s only cropped up over the past few months.

If the system cache doesn’t work, what are the next steps to troubleshoot?

[tristup]

Hi @lifehouseglobal,

If clearing the system cache does not help, 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
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 that does not 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.

Thanks

[lifehouseglobal]

Hi there,

Thanks for the reply and tips. I have tested what you have suggested and am still experiencing the issue. I have tested just now with this user and again once making an edit in Cornerstone and saving, the changes doesn’t reflect and also after refreshing the content in Cornerstone itself changes (it hides sections).

Login details in the secure note.

[tristup]

Hi @lifehouseglobal,

I have checked by changing and modifying the content of the specified component and it worked perfectly fine. Can you please provide any specific users who can’t see the update? So we can check after updating the content.

Thanks

[lifehouseglobal]

hi there,

We have some other users, I will share them as soon as I can. I just checked the component myself that you edited and now the same thing has happened after you edited it - the tabs section has become hidden - was that your deliberate edit?

I can put in the secure note where that component is meant to show on the front end.

[tristup]

Hi @lifehouseglobal,

I have checked your live site and am able to understand what exact output needs to be shown. I have changed the hide option, but it is still not coming up as described in the video. It seems there might be some issue with the cache. I would suggest you clear all types of cache, including the server-level cache, and check again.
NOTE: We are unable to check by deactivating the plugins as the plugin menu is not accessible for the current user.

Thanks

[lifehouseglobal]

hi @tristup,

Yes, this is the problem, the changes many users make do not happen on the front end and then something strange gets saved in the content.

I don’t believe it is a cache problem, as I just tested this by editing it with the same user I gave you, cleared browser cache, system style cache in cornerstone and server side cache and got the same result. (The section became hidden again like last time.)

I then used my user and even without clearing any cache the changes worked. You’ll see the section is displaying as intended.

(I have made the user I gave you a super admin now, so should have access to everything you need).

[christian]

Hey @lifehouseglobal,

We see that there’s an issue. However, this is not a light issue that can be fixed immediately nor can we give a workaround.

With that said, I’ll list this in our issue tracker so this case will be queued for investigation by our development team.

For now, please use the users that are able to update the pages.

Thanks.

[lifehouseglobal]

hi @christian, thanks for the update and acknowledgement.

This is causing us some trouble and having to give greater access to inexperienced users that don’t need it, so having this addressed as soon as possible would be greatly appreciated it.

[ruenel]

You are most welcome.
It’s the least that we can do.