Customizer not saving changed

Support
#1

Hey,
We’re using Theme X on a multisite installation and every now and then, the customizer won’t save a certain field. When we change the value, it changes in the preview but as soon as we save and refresh, the old value is back. It doesn’t seem to affect all the fields at once. For example, we have a website where we can’t update the Css in the Custom Css Editor. Yet, we can change any other parameter and it will save them.

The strange thing is that when we look at the database, the changes we save are there, but the customizer still keeps the old values somehow.

Clearing the cache and deleting the transient is not doing anything.

#2

Hi there,

To come up with a reasonable solution we will need to get more information from you to see why this is happening.

  • Please kindly make sure that you are using the latest version of our theme and cornerstone which are 5.1.1 and 2.0.6.
  • Please kindly Purge all caches and turn off the cache plug-ins completely and work for a while to see if the problem will recreate itself after a while. If it is not possible to turn off the cache use a staging server to do so.
  • Try to use the theme in a normal way and not multi site environment and see if you can recreate the problem, this way we can rule out the possibility of wrong environmental settings of the multisite.
  • Try to check for your third party plug-ins and see if they may have the conflict with the customizer.
  • Try to use the new X > launch > options > CSS section of the theme in new versions instead of the customizer and see if it works correctly.

Kindly get back to us with the URL user pass of your website which is in staging state probably to be able to check more and also get back to us with the results of the tests.

Thank you.

1 Like
#3

Hello Christopher,
We apologize for the slow response, we were not notified by the Apex forum. We checked the options to avoid further notification issues.

After updating, we were not able to reproduce the problem. If it was to happen once more, we will provide you with more information along with an access in case you wish to evaluate it furthermore.

Thank you for your help!

#4

Hi @magikweb,

No worries. Let us know how it goes.

Thanks. :slight_smile: