Critical error, website not loading

[Ranimetsa]

hey there,

I need some help to get my website back online.

also have another issue when i update to the latest version of wordpress, i can not even acces the admin page anymore, so i did a recovery and updated all the plugins, but still it doesnt work.

could you check please.
many thanks

[tristup]

Hi Matti,

Thanks for reaching out.
It seems that the issue is related to the WordPress version 6.2 which has already been fixed, and the latest version has been released. I would suggest you go through the following thread and update the Pro as explained in it.

Important WP 6.2 Issue — Please Read Before Updating

We have identified the issue and will be pushing out a hotfix momentarily for X (10.1.10) and Pro (6.1.10). You can update to this version and it will fix the issue. If you are already on WordPress 6.2, remove the X/Pro folder, download a new copy in your dashboard, and then re-upload and change your theme back to X/Pro OR if you wish to manually fix the issue you can add return; to line 194 of framework/legacy/functions/plugins/cornerstone.php

If you are not proficient, I would suggest you hire a developer who can assist you with this, or you can avail of our newly launched service called TOTAL CARE, where we offer implementation support too.

Thanks

[Ranimetsa]

Thank you, this worked, but the theme of my site seems to be gone.

I opened the design cloud, selected a theme there from Themco, but then the page just freezes and no changes are made. Please help me with this

[tristup]

Hi Matti,

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.CSS/JS Customization
5.Disabling Cache
6.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 helps, 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

[Ranimetsa]

Hey,

I tried everything but didn’t work, at some point the whole wordpress interface was unreachable, I restored the backup and did the updates again to WP 6.2, but now the X option does not appear in the side bar.
thanks a lot for checking this.

edit:
i tried deleting the cornerstone plugin to try a reinstall, but now it won’t install back again… aarrgg

[tristup]

Hi Matti,

I have checked and found multiple versions of Pro and an old version of X. I have activated the latest version of Pro and it is working fine. Also, the Cornerstone is loading the sidebar as expected.

Thanks

[Ranimetsa]

great, thank you Tristup

one thing that still doesn’t work is to change my theme, when i select one from themeco, it says its loading and installing, but then just stops on the greyed out screen, check the picture included

thanks

and could you check one other thing, i can’t find my homepage anywhere, not sure what happened

[tristup]

Hi Matti,

I have checked and found your home page is in trash, you can restore it from there. Also, there might be a few different reasons for this issue, I would suggest following the troubleshooting steps for your demo import.

1. Increase PHP Execution Time Limit
2. Please check if the mod_security is enabled in your site, which causes the issue in importing and does not let you call the Cornerstone endpoint to import the Design Cloud assets.
   And if that is the case, you need to contact your hosting service provider to temporarily disable the ModSecurity for you and make the Cornerstone endpoints whitelisted.
3. The write permission to the uploads folder might be one of the reasons behind your issue, I would suggest you change the permission to import the images into it.

I also recommend you ask your web host to configure the following server settings with the specified values or more for the PHP.

memory_limit = 512M
upload_max_filesize = 512M
post_max_size = 512M
max_execution_time = 300
max_input_time = 300
max_allowed_packet = 16MB
innodb_log_file_size = 128M
allow_url_fopen = On

And MySQL Configurations

max_allowed_packet = 16MB
innodb_log_file_size = 128MB

If the above does not help, 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

[Ranimetsa]

hey Tristup,

i tried the things you said, and asked the hosting to change the settings, but this didn’t help…

about the home page, yes i made one to see, but this didn’t link to my actual home page at the moment, so i deleted that one. If i go to my url i have a page loading, but i can’t find this in the wordpress pages.

My site is currently a mess so i don’t mind if it breaks, you can troubleshoot freely. worst case i restore the backup

thanks a lot again

[prakash_s]

Hello Matti,

In order to help you with your concerns, I would request you please share your FTP login details so that we can debug it properly.

Thanks

[Ranimetsa]

Ok, I added a note.
Thanks!

[ruenel]

Hello Matti,

I have logged in and checked your site. I think everything is good already. I can launch the Cornerstone builder and load a page or the custom header with no issues.

Check your site now.

[Ranimetsa]

Hey ruenel,

Well there still some bugs that i can’t figure out or solve

1
my home page, there is a page that loads, but if i check my pages in WP this is not the page that i see when i load the site, so i am unable to make changes
have tried deleting the page and making a new one, but no solution

2
the header i have in cornerstone, Ranimetsa header, i can see it and edit, but otherwise on all my pages there is another header active, and i can not change it

thank you for checking

[Ranimetsa]

and a 3rd one, i have a footer on every page, but i can not see this or edit this

[tristup]

Hi Matti,

Please find the answer of your questions below:

1. I have checked and found that the Home Page is not set from the Settings > Reading > Your homepage displays as shown in the given screenshot.

2. I have checked the header and found that the Assignment > Condition is not set, as shown in the given screenshot.

3. I have checked but didn’t find any existing footer.

If you start getting the problem after you update the theme to the latest version, I would suggest you restore the backup till it was working, and please copy your live site to a staging server and update the Pro in it.
And if everything worked fine in your staging you can migrate the staging server to live.

Thanks