Hi Carinaa,
Thank you for writing in, please try clearing all your caching features and deactivate it for a while.
And please try deactivating these MU plugins specifically the Plugin Organizer, this plugin seems to have a User Role configuration feature, that might conflicting with PRO.
Let us know how it goes,
Cheers!
Caching is disabled on the staging website.
I disabled the 2 MU plugins, the issue persists.
Hello @Carinaa,
I have log in and tested your site. I have seen the error when using the Editor role. I have tried to replicate it in our local testing servers and we could not see any problem. There could be a corrupted or missing theme files in your installation. We highly recommend that you reinstall the Pro theme instead. You will have to do a manual update to make sure that you have the latest files and there are no corrupted or missing files. For more information, please check this out:
If nothing is working, please provide us permission to put your site under construction mode so that we can investigate further.
Kindly let us know how it goes.
I re-installed the theme, but it made no difference.
I updated the secure note with SFTP/SSH details.
Feel free to test anything you need to, it’s a staging site.
Hi @carinaa ,
This seems to be caused by a multi-site setup. The role Editor doesn’t work with the setup hence the features required for applied permission don’t load.
Would you mind providing the login credentials for the network admin? I like to test it with other sub-side but seems the other Pro features are missing even on other sites.
Thanks!
Thank you for looking into it.
The admin login info is in the secure note.
Other multi-site setups don’t have this issue.
Hi @carinaa,
It is indeed only happening on that one, I created an X test only site, and the user I created as editor is working. This could be cache issue on that once (record/data cache) and re-installation will not fix it, could you try re-adding that same site again? Make sure to delete it first so the record are gone as well.
Thanks!
That’s right, it works on a new website.
But it doesn’t work on all other sites of the network, which can’t be re-created.
How can we go and debug the issue on the existing sites?
Hi @Carinaa,
I checked again and couldn’t find what’s causing this on those existing sites, the affected role is Editor so I wen’t ahead and reset the permission which usually fixes role related issues, but it’s still the same. Which is why I’m thinking it’s cache related (object or database cache) as the role restrictions doesn’t reset.
I’ll continue checking, but I can’t promise any solution as this is isolated case (not a bug).
Thanks!
Caching is not enabled on the staging site so that shouldn’t be the issue.
Hey @carinaa,
The cache the Rad mentioned is object or database cache. It’s possible that the database or object cache got carried over to your staging site. Please confirm with your web host that all caches including object and database caches are cleared.
I’ve set up multisite in my test server also and the Editor account works so Rad could be right and that this is an isolated case.
If you can provide complete files and database access to your staging maybe we could investigate deeper but again, check with your web host first that all caches including object and database caches are cleared.
Thanks.
Im having the same issue but with admin users.
Hey Rath,
I have seen that you also created a separate thread regarding your issue.
We will be responding your thread shortly.
Thank you for your understanding.
I checked with the host and there’s no object/db cache on the staging site.
I also updated the secure note with DB login details
Hi @carinaa,
Unfortunately, the DB login credentials don’t work, but regardless, object and database cache aren’t viewable through phpMyAdmin, perhaps you can provide your Kinsta dashboard login credentials? I read about Kinsta cache that it handles them automatically, perhaps I can find something there.
One of the clue is, it works on newly created sites, and the difference from old and new site is cache, the new one has yet to generate the cache. I’m not saying you haven’t disabled them, but I like to test the settings first as sometimes, turning them off may still serve caches. Their docs show Kinsta Cache plugin too but your current site doesn’t have it, I need to confirm how the cache is managed by your host environment.
Thanks!
I updated the DB access data and also added the Kinsta login info to the secure note.
I appreciate your help. Thanks!
Hi,
Did you had the chance to find out what’s wrong with this?
Hey @carinaa,
I checked Kinsta server admin and also the database and yes, there’s nothing in there related to object cache so I’m don’t have a lead now as to what is actually causing the issue.
I’ll forward this to our development team for further investigation.
Please keep the access available and stay tuned.
Thanks.
Hi @carinaa,
Even though cache is inactive, there is cache log pointing to admin ajax in kinsta-cache-perf.log. I’m not really sure if it’s caching it, but admin-ajax requests are part of builder preview loading. I can’t really confirm this, I tried to download a backup copy of your site but it’s almost 20gb, and it won’t continue downloading.
Perhaps, the only solution now is re-creating the site that has this issue. Perhaps, the user permission is carried through a cache and became permanent, hence making editor restricted for old sites.
Thanks!
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