Custom Headers will not save

Support
#1

After a whole day of work on a new set of custom headers the saved work disappeared on me alltogether. I do not have to tell you how incredibly frustrating this is. The next day I gathered my strenght and patience again to restart all the work and this time it will not save at all. The work I make and save simply does not get saved. So I am giving up on any more of this until you guys can tell me what is wrong. I’ve read many other support posts on these and have not found any other thread on it.

#2

Hi,

So when you go back to your custom header, nothing has been saved or you just don’t see anything updated on the front?

Latest version?
Anything in your browser console?

#3

Hi.
Yes. I made sure I update to the latest version of the theme before I posted.

I was working on it yesterday all day. And yes it was updating in the front. I even assinged it to different pages and posts. But then I was working but then around 10 PM when I clicked back on “headers” after saving the work the headers were all empty. The site now showed empty headers. I don’t recall doing anything to provoke this. I tried for an hour to recover them and gave up.

This morning nothing saves. Every time I click back on Headers any work I do disapears and the headers appear empty.

#4

Hi There,

We’re sorry you are having this issue. Would you mind doing some basic troubleshooting first?

  1. Clear all caches including browser cache then deactivate your caching plugins and other optimization plugins. If you don’t have caching and optimization, forget this step.

  2. If you’re using a CDN, please clear the CDN’s cache and disable optimization services. Same with #1, don’t bother with this if you don’t have CDN are you are not sure about it.

  3. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

  4. Remove custom CSS, Javascript and templates.

Note to always save a backup of your site.
If the issue persists, we need to check directly. Please share site URL and credentials on a secure note so we can investigate further. Thank you.

#6

This problem persists even after complying with every single one of your recomendations

URL: https://www.doctablet.com

#7

Hi There,

Upon checking the header builder is working as expected.

I was able to make changes and save it.

I did not assign the header to any page.

But you can go to Pro > Launch > Headers and assign it globally or edit according to your wishes.

If you are facing any issues, please provide a detail explanation of how can we replicate.

Thank you

#8

Wonder what is it that I’m doing wrong. I tried again with different browsers and different computers from where I am and nothing saves. Nothing at all. Yet, you are telling me “everything is fine”

The only reason why I upgraded to Pro is for its custom headers.

#9

I’m sorry but I really need help. I’m on a deadline and going in circles here. I am 100% ready to build this header but my headers are not saving no matter what I do or disable on the site. I’ve tried on multiple computers and different browsers but the problem persists. Disabled every plugin, reinstalled the theme. Cleared Cloudflare’s cache. Nothing works. Your previous response was “everything is ok” but this is nuts.

#10

Hi There,

I tried to edit existing header to see the issue. I just replace the image source and replace the menu to use your main menu: https://screencast-o-matic.com/watch/cbXr1n2T2M. As you can see it is working, though there are errors. I also added a test page to test if the assignment of the header is the reason the changes you have made is getting loss. It works too:

See it live here: https://www.doctablet.com/test-page-for-headers/#.WhPCa0qWZPZ

Now, let’s fixed those jquery error first. That might disrupt how the builder works. Can you try removing first those code from addthis? Let’s if that’s triggering other errors.

#11

I deleted all Add this code from the site and still the problem continues on my end. The exact same way.

I am interested to find out why it seems you guys have no problem on your end but I don’t make any headway on this end.

#12

Hi There

Based on your screenshots you are not clicking save, to save your headers.

You are skipping from the header editor to headers

You need to add a step before your last step on the screenshot above.

Please see:

I have tested and it works again.

Hope it helps

#13

No thats not true.
Of course I’m doing that. if it were only that simple
I sent you this:

#14

Hi There,

I have created few headers and its working fine. Its still there after I logout and login again, I am able to edit them too.
I didn’t find any issue creating a header and saving it. Please let us know if you are seeing the headers that I have created.

Thanks

#15

Yes. You already told me 3 times YOU can do this. But I cannot.
The question is why?.
Go back into the site and look at the headers you created. And you will see what happened to them when I tried to edit them.
I did THE SAME thing to each one of them: added anything to them, saved them then went back to HEADERS.

#16

Hi There,

Can you please record a video when you are editing the header, so that it will help us to debug the issue happening to you.
Here is a chrome plugins which will help you to record your screen when you are editing the Header.

Please send us the video, so that we can have a closer look to your issue.

Thanks

#17

Yes. Thank you for this.
Here is the video

#18

Hi,

Thank you for the video.

Can you try adding this in your wp-config.php file located at the root directory of your site.

define( 'WP_MEMORY_LIMIT', '256M' );
define( 'WP_MAX_MEMORY_LIMIT', '512M' );

You may add it before this line.

/* That's all, stop editing! Happy blogging. */

If that doesn’t help, kindly provide us your ftp login in Secure Note

Thanks

#20

I just realized I posted openly.
Just changed to secure.
Again, changing the wp-config and it did not work…

#21

Hi there,

I can verify the issue from my end, and there is a chain of javascript error when it happens. I also checked your error logs within FTP and this is what I found

Error Table 'chiefs_wp1.wp_6_yasr_log' doesn't exist de la base de datos de WordPress para la consulta SELECT SUM(vote) AS sum_votes, COUNT(vote) as number_of_votes FROM wp_6_yasr_log WHERE post_id=1385

And there are errors from Yet Another Stars Rating plugin too.

I disabled all the plugins but just with the same result, perhaps there is an internal cache?

Is there a way we can test this in a different environment? A clone of your site in a different host. I think this is more related to Multi-site setup and internal cache. I’ll continue checking, but let me know if we can check it on other hosts for comparison.

And please provide your CloudFlare’s login credentials as I want to check it too.

Thanks!

#22

Hi.
Thank you!
Yes please test it in any way you think its necessary.
I’l attach all the credentials in a secure note.