Client getting really frustrated

[kstidham]

Good Day Folks,

I have had nothing but trouble from a clients site the last couple weeks. This site was developed a few years ago but it has worked fine for the duration. Last week the shortcodes started keeping any pages that contained them from opening past the point of the first shortcode. I started a thread and was given the standard answer that it must be a plugin, yada, yada. After deactivating all the plugins with the exception of the Cornerstone and WP Bakery page editor the issue remained. Instead of spending days on a site that worked great until the recent releases of X theme and the fore mentioned plugins I went through every page and removed all the shortcodes so the site would function.

I also have not been able to use WP Bakery Page Editor at all. It will open and appear to be doing what I need it to do…but only in chrome. Then when I save the work it does not save. I have thrown up my hands and need some real help. I do not need you all to pass the buck but help me figure out what the issues are with this setup of x theme and related functionality.

Please help. I will follow up with a secure note that has the dashboard login credentials.

[Prasant]

Hello @kstidham,

Thanks for asking and sorry for the problems you are facing.

I created a test page and tried to edit the same using Visual Composer in Chrome and Firefox. Although I can add elements but the individual elements option is not showing up. To test things further, I edited the same page using Cornerstone and it’s working fine.

So the problem is not browser related, problem is with Visual Composer plugin on your website that’s not working properly. I see that you are using compatible version of visual composer. At the moment, I suggest you deactivate and delete Visual Composer plugin from Plugins > Installed Plugins. After that please install Visual Composer from X > Validation > Extension and see how it goes.

In case issue is still there, please give us permission to test your website. We are not allowed to fiddle with customer website without taking due permission. In case issue is still there, please give us the permission to test things further. I would like to let you know that while we are testing, website may have issues temporarily.

Thanks.

[kstidham]

Hi Prasant,

I followed your instructions and still…no love. Check the image below. This is what I am trying to do to the page. Simply upload a logo. It shows it there when I svae change and then select update. Go to the page and this is what you get - https://www.bransonchamber.com/about-branson/chamber-community-events/annual-black-tie-gala/. It is the same thing that I started with. A page missing the event logo. The pages are just not saving. I am at a loss.

You have all the permission you need from me to go in with the credentials I sent to look at this up close and personal.

Thanks, I truly appreciate your assistance.

[friech]

Hi There,

Is these images file name familiar to you?

These images does not exist in the first place, either it was moved or deleted. Please reupload those images and set them again.

I duplicated that page here, replaced the image and save the page with no issue.

I also turn off and clear your Endurance Cache to make sure that the site is not serving us a cached version of the page.

Thanks,

[kstidham]

It appears that WP Bakery Page Editor updated overnight. It now works properly. The lapse between the X theme update and the update of the page editor cost us a lot of time chasing down “surprise” issues.

I appreciate your attempt at figuring it out. Perhaps they can make sure the updates coincide in the future. Thank you.

[rad]

Glad it’s working now and you’re most welcome! That’s common issue with updates, hence, I personally recommend testing it first in a staging. Thanks!