Cornerstone Critical Error

[cynth]

Hello, I’m suddenly getting a PHP Fatal Error caused by Cornerstone in my site resulting in a Critical Error on the front end and the site being unable to load.

I have checked and the PHP version is 7.4.24, and nothing has been changed on my site - working and then suddenly not.

Could you please advise what the problems might be? I have included access in the Secure Note if you need to take a look. Thank you!

[prakash_s]

Hello @cynth,

Thanks for writing to us.

It tried to access your FTP but it seems that the given FTP details are not working. Please recheck and send us again. I would also suggest you access the wp-conflig.php file through the FTP or Cpanel and enable the debugging mode by adding this line of code.

define( 'WP_DEBUG', true );

Please have a look at this video to enable debugging mode. It would list all the errors of the site. Please let us know the error so that we can help you.

Thanks

[cynth]

Hi @prakash_s

Thanks for getting back to me, would you mind to try the credentials again?

Regarding the WP_DEBUG, I already did this and it’s how I saw that all the errors were coming from Cornerstone. It’s very strange, I have several sites and this is the only one where this has happened… it’s also the only one using Pro, not sure if it’s a problem specific to Pro?

[friech]

Hi @cynth,

Thank you for the credentials, I’m able to log in with the given FTP login. I can see the error on the log, it says:

PHP Fatal error: Cannot declare class Cornerstone_Shortcode_Preserver, because the name is already in use in /home/customer/www/joeyyungcharity.org.hk/public_html/wp-content/themes/pro/cornerstone/includes/classes/classic/utility/class-shortcode-preserver.php on line 8

I saw this error on the other site, please do the following:

• First, make sure your PHP version is 7.4 or higher
• Then delete the PRO theme folder on your site it’s under /public_html/wp-content/themes, If you can do this via cPanel file manager, please do so as this is faster to do in the cPanel file manager than FTP.
• Then log in on your site admin dashboard, first thing you need to do there is CLEAR all the caching features/plugins. Then reinstall the PRO theme. (see guide here).

If that does not work, please provide us wp-admin login credentials in a secure note.

Cheers,

[cynth]

Hi @friech

Thank you. I have done as you said, and reinstalled PRO. The critical error is now gone and I got into the Dashboard, but the website has been completely changed (I was using Pro-Child before and have chosen it again so the customizations should still be active).

The wp-admin login credentials are in the secure note.

[tristup]

Hi @cynth,

Are you having some issues with the styling? That might be due to the cache, please clear Style Cache from Cornerstone > Settings > System > Clear Style Cache and check in the incognito/private mode of the browser.

If that does not resolve the issue, please re-share the credentials. Current credentials do not allow us to logged in.

Thanks

[cynth]

Hi @tristup

I cleared the cache and tried again in Incognito - it was very strange, it flashed briefly the way it was meant to look and then went back to a narrowed view like there is padding or something wrong with the section sizes (not full screen as it should be).

Please try the login again with the secure note, should be ok now. Thank you!

[tristup]

Hi @cynth,

I have checked and found the Ninja Form is the reason behind your issue, I have temporarily deactivated the plugin and now your site is working fine. I would suggest you update the plugin before activating it again, and if the issue resumes please contact the Plugin Author on this.

Thanks

[cynth]

Hi @tristup, tried this and seems to be ok now. Thanks so much for your quick help!

[tristup]

Hi @cynth,

Glad that we are able to help you.

Thanks