Cornerstone Support

Support
#1

Hello,

My website is currently unable to access the cornerstone editor. When accessing we see a loading circle and then a white screen. We have tried a few of the suggestions in previous posts with no success.

Are we able to get additional support?

#2

Hi @ramahridehike,

Thank you for reaching out to us. This usually happens due to third party plugin or a script conflict, I’d suggest you to please check for the following first:

  1. TESTING FOR PLUGIN CONFLICT
  2. THEME UPDATE
  3. CHILD THEME
  4. CSS/JS CUSTOMIZATION
  5. INCREASING PHP MEMORY LIMIT
  6. DISABLING CACHE
  7. VERSION COMPATIBILITY

If the issue persists then please get back to us with the result of the steps above and URL/User/Pass of your WordPress dashboard using the Secure Note functionality of the post to follow up the case.

Thanks!

#3

Just sent the secure note.

#4

Hi @ramahridehike,

The REST API did not behave correctly This is more likely the culprit of the issue.

It seems that your server is doing a 301 redirect to automatically add trailing slashes to all requests. You need to remove the 301 redirection or exclude the WordPress Rest API endpoints from it.
To know more on the Rest API endpoints, please go through the following article:

Let us know how it goes,
Thanks

#5

Hello,

What is the best way to go about removing the 301 redirects?

Thanks for your help.

#6

Hello @ramahridehike,

Have you installed redirect plugins? I also checked the JS console upon loading the page in Cornerstone and I am seeing this error message:

{code: "invalid_json", message: "The response is not a valid JSON response."}
(anonymous) @ app.2155f74.js:2
Promise.then (async)
R @ app.2155f74.js:2
(anonymous) @ app.2155f74.js:2
(anonymous) @ app.2155f74.js:2
(anonymous) @ app.2155f74.js:2
I @ app.2155f74.js:2
t.fetch @ app.2155f74.js:2
t.fetch @ app.2155f74.js:2
t.subscribe @ app.2155f74.js:2
(anonymous) @ app.2155f74.js:2
Bh @ react-dom.min.js?ver=16.13.1:126
Dj @ react-dom.min.js?ver=16.13.1:162
unstable_runWithPriority @ react.min.js?ver=16.13.1:25
Da @ react-dom.min.js?ver=16.13.1:60
xb @ react-dom.min.js?ver=16.13.1:162
(anonymous) @ react-dom.min.js?ver=16.13.1:162
U @ react.min.js?ver=16.13.1:16
B.port1.onmessage @ react.min.js?ver=16.13.1:24
react-dom.min.js?ver=16.13.1:125 TypeError: Cannot read property 'builder' of undefined
    at app.2155f74.js:2
    at Bh (react-dom.min.js?ver=16.13.1:126)
    at Dj (react-dom.min.js?ver=16.13.1:162)
    at unstable_runWithPriority (react.min.js?ver=16.13.1:25)
    at Da (react-dom.min.js?ver=16.13.1:60)
    at xb (react-dom.min.js?ver=16.13.1:162)
    at react-dom.min.js?ver=16.13.1:162
    at U (react.min.js?ver=16.13.1:16)
    at MessagePort.B.port1.onmessage (react.min.js?ver=16.13.1:24)
Me @ react-dom.min.js?ver=16.13.1:125
Ih.c.callback @ react-dom.min.js?ver=16.13.1:138
Wg @ react-dom.min.js?ver=16.13.1:67
oj @ react-dom.min.js?ver=16.13.1:127
Aj @ react-dom.min.js?ver=16.13.1:160
unstable_runWithPriority @ react.min.js?ver=16.13.1:25
Da @ react-dom.min.js?ver=16.13.1:60
ab @ react-dom.min.js?ver=16.13.1:154
Te @ react-dom.min.js?ver=16.13.1:146
(anonymous) @ react-dom.min.js?ver=16.13.1:61
unstable_runWithPriority @ react.min.js?ver=16.13.1:25
Da @ react-dom.min.js?ver=16.13.1:60
Pg @ react-dom.min.js?ver=16.13.1:61
ha @ react-dom.min.js?ver=16.13.1:60
Dj @ react-dom.min.js?ver=16.13.1:163
unstable_runWithPriority @ react.min.js?ver=16.13.1:25
Da @ react-dom.min.js?ver=16.13.1:60
xb @ react-dom.min.js?ver=16.13.1:162
(anonymous) @ react-dom.min.js?ver=16.13.1:162
U @ react.min.js?ver=16.13.1:16
B.port1.onmessage @ react.min.js?ver=16.13.1:24
react.min.js?ver=16.13.1:24 Uncaught TypeError: Cannot read property 'builder' of undefined
    at app.2155f74.js:2
    at Bh (react-dom.min.js?ver=16.13.1:126)
    at Dj (react-dom.min.js?ver=16.13.1:162)
    at unstable_runWithPriority (react.min.js?ver=16.13.1:25)
    at Da (react-dom.min.js?ver=16.13.1:60)
    at xb (react-dom.min.js?ver=16.13.1:162)
    at react-dom.min.js?ver=16.13.1:162
    at U (react.min.js?ver=16.13.1:16)
    at MessagePort.B.port1.onmessage (react.min.js?ver=16.13.1:24)
(anonymous) @ app.2155f74.js:2
Bh @ react-dom.min.js?ver=16.13.1:126
Dj @ react-dom.min.js?ver=16.13.1:162
unstable_runWithPriority @ react.min.js?ver=16.13.1:25
Da @ react-dom.min.js?ver=16.13.1:60
xb @ react-dom.min.js?ver=16.13.1:162
(anonymous) @ react-dom.min.js?ver=16.13.1:162
U @ react.min.js?ver=16.13.1:16
B.port1.onmessage @ react.min.js?ver=16.13.1:24

Please temporarily deactivate your installed plugins except for the Cornerstone plugin and test your site again.

Kindly let us know how it goes.

#7

We do not have any redirect plugins. We already tried disabling all our plugins, I just did it again and it is still not working.

Is someone able to login to troubleshoot and fix this problem?

#8

Hello @ramahridehike,

I have investigated your issue and I found out that the issue is not the theme or the Cornerstone plugin. It has something to do with your server configuration. Please go to Tools > Site Health and you’ll see a performance issue: The REST API did not behave correctly. You may need to contact your hosting provider for further assistance.

Perhaps, these links may help you:

Kindly let us know how it goes.

#9

We are not sure how to fix this problem. Is there someone that we could have take a look at our server?

#10

Hello @ramahridehike,

It is best that you contact your hosting provider. They should be able to help you correct and check your server configuration.

Thank you.

#11

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