Getting error when cornerstone builder loading

Support
#1

Hi,
When the Cornerstone builder is loading am getting error like this https://prnt.sc/rhs5b8, the error not showing every time, sometimes only it’s showing. we did all general solutions. diable plugins, increase memory limits, etc…
And i can found one error due to the redirection using for particular pages(Eg: https://fusion.wphstaging.com/annualreport2019/ this page was redirecting to one pdf, when we edit the annualreport2019 page the cornerstone is not loading and getting the error, after removing the redirection from the page then check the cornerstone builder it was loading fine.).please help us solve this error.

More Details am attaching here:
We are using Cornerstone 4.2.3 and X 7.2.3 theme, in our site we using Breeze cache plugins

thanks,

#2

Hi @daveb123,

Thank you for writing in, your site has an authentication login so we can’t access it. Would you mind providing more details about that redirection? Why not remove that redirection and have a direct link to your pdf file instead? Please clarify.

Thanks,

#3

Can you try to access the site now,

#4

Hi @daveb123,

I checked your page and it is redirecting to a PDF file, please note that redirection will break the cornerstone. Since it always redirects to a PDF file, so for a builder it will be a non Conrnerstone page. To make this page accessible in Cornerstone you need to turn off the redirection.

You can use the direct link of the PDF file as suggested by Friech. Hope this helps!

#5

just leave about the redirection issue, now please help me to solve this issue. When the Cornerstone builder is loading for a normal page am getting error like this https://prnt.sc/rhs5b8, the error not showing every time, sometimes only it’s showing.

#6

Hi @daveb123,

That might be caused by several potential issues including some that you already tested for. I suggest that you follow the steps mentioned here.

kindly 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 if you still have problems.

Thank you.

#7

I did all changes as per your instruction, but the error not fixed yet(https://prnt.sc/rhs5b8) and the error not shows every time, sometimes the error was showing. please check the issue and help me to solve the issue.

here am attaching the website details with a secure note.

Thank you,

#8

Hello @daveb123,

Usually, this issue is because of the improper SSL settings. I already enabled it and still the issue exist. Further investigation, I found out that the page in the secure is being redirected to a pdf file. Please double check any of your redirections and make sure that there are no page slug and filename conflict. A slug and filename conflict happens when a certain page or post has the same slug with your image file or any media file uploaded in the gallery.

I would recommend that you temporarily disable your Redirection plugin and test Cornerstone again.

Kindly let us know how it goes.

#9

Hi,
Thank you for Reply, After disabling the redirection plugin, then the https://fusion.wphstaging.com/annualreport2019/ page was working fine. But for other pages(Non-redirection page) still have the issue, You can check other pages for further investigation. and if we taking a duplicate page/post then thees issue happens?
For now i can’t edit the pages from my backend, is there any issue have? Did you do anything on the website?

#10

Hi @daveb123,

I checked your website and the problem that I see is that as soon as you want to access the Cornerstone it logs out. The reason behind that is that there is a redirection going on that I am not sure how it is happening but it is something you need to consult with the redirect plugin developers.

For example here is the result:

?redirect_to=https%3A%2F%2Ffusion.wphstaging.com%2Fx%2F&reauth=1#/content/29407

That ?redirect_to= section is added and is not part of our theme or default WordPress installation that causes the issue.

The URL should be something like this:

https://fusion.wphstaging.com/x/#/content/29407

The URL above is what it should be for the about page for example. But it redirects to the one that I mentioned.

I went to Settings > Permalinks and saved the permalinks again to flush the cache and it seems to be taken effect and now you can access the builder.

Thank you.

#11

Hello,
I tried to disable the redirection plugin from the website, then also am getting the same error. the URL is showing like this https://fusion.wphstaging.com/x/#/content/31012 and Error am getting like this https://prnt.sc/rpwh14.

Please help me to solve the issue, the issue not showing every time, Also am facing one issue, when am going through the edit the page and the cornerstone builder runs then automatically am getting logout from backend, then again i need to login for edit the page.

Please help me to solve the issue.

Thanks,

#12

Hi @daveb123,

I did investigate the issue and you’re right, sometimes it happens and sometimes it’s not. Did you just migrate (to staging) this site recently? I saw inconsistency on your website URL, on your child theme you still have these URLs (http://www.fusionchurch.cc), most likely those are the reasons why WP is suddenly kicking us out from the admin dashboard, that could be true on your Database as well, you might still have the (http://www.fusionchurch.cc) entries in there.

This one is from one of your custom js files (http://fusion.wphstaging.com) although that seems to be correct, it is not in https so that is still not right.

Here’s what you need to do, try switching to parent X theme and clear all your caching feature (Breeze and browser cache), make sure you switch to the latest X version (7.2.3) because I saw you have multiple X versions in there, you might as well delete those old versions to avoid confusions. Switch to parent X theme and see if that resolves the issue.

If not, install the Better Search Replace and see if you have http://www.fusionchurch.cc and http://fusion.wphstaging.com entries in the database and any other suspected URL that you might use in the past.

If it’s true that you still have those URLs on your database, then you need to replace those.

To play it safe, make sure you keep a back up of your database before you do the find and replace process. Make sure to clear cache after.

Let us know how it goes,
Cheers!

#13

Hello,
Did you Checked about the cornerstone builder loading error? I tried to disable the redirection plugin from the website, then also am getting the same error.https://prnt.sc/rpwh14, the page URL showing like this https://fusion.wphstaging.com/x/#/content/31012

Thank you,

#14

Hello @daveb123,

I have checked your site and I can confirmed that the page is still being redirected when editing the page in Cornerstone. The ?redirect_to= pointed out by @Christopher is still present in the redirect URL which should not be the case. As I have checked your child theme, it appears that you have heavily modified the template files. Kindly switched to your parent theme instead? This issue could be caused by one of your customizations added in the child theme. You need to switch to the parent theme to find it out. And if the issue still exist, can you please temporarily deactivate all your plugins except Cornerstone? You can then activate them one after the other to find out if any of the plugins is causing the issue.

Kindly let us know how it goes.

#15

Hello,

I did all the changes that you said, but still the issue has on the site for loading the page builder. please investigate more.
Which page did you check? Can you please check with this page https://fusion.wphstaging.com/easter/ and check the Builder loading error.

Thank you,

#16

Hi @daveb123,

Yes, I did investigate the issue, I did not encounter that error on the builder, it’s either the page open in Cornerstone (but with JS errors on the console) or the Wordpress log us out.

Please follow some of the guides provide here on How to Fix WordPress Login Page Refreshing and Redirecting Issue, if you have not done those yet.

Also, I mentioned above about the Better Search Replace plugin, so I did a Dry Run on your site and here’s the results.

Having that URL inconsistency on your database is a strong culprit why is that “Login Redirection Issue” is happening.

I would also advice that you clear and deactivate the Breeze caching plugin for a while, and all your other caching features, if any.

Thanks,

#17

Hello,
The Wordpress logout issue resolved by applying the Dry Run on the website. But the page Builder error still now also has, I did swap the themes to the parent theme and also disable all plugins, but the issue still have there. but it’s not showing every time, when am trying to swap the theme to default Wordpress theme then the builder issue is not showing… can you please investigate more and please help me to solve the issue.

on the website all the cache plugins and the redirection plugins are disabled now. please check with this page https://fusion.wphstaging.com/x/#/content/31012

Thank you,

#18

Hi @daveb123,

I’m really sorry but we can not replicate the issue (see my screencast below), the fact that it works on my end and it works on your end sometimes that shows the issue is not directly with the theme or the builder, because if it is, that error will show every time.

  • Please try using the Incognito or private mode of your browser where there are no caching and browser add-ons involve.
  • Try using an alternative browser, if you’re using Chrome, try Firefox, if you’re using Firefox try Chrome.
  • Try deactivating any internet security/anti-virus you might have, it might be too strict and falsely treat something on your site as a threat.
  • Try a different computer.
  • Maybe its the account, can you try using that account (X-theme) you give us above.

Thanks,

#19

Hello,

Thanks for your reply, can you try to open multiple time the same URL, maybe you can see the issue. URL: https://fusion.wphstaging.com/x/#/content/31012

  • I tried with private window, Different browsers, and different computers also. the issue has for all the systems.
#20

Hey @daveb123,

I could replicate the issue and it’s because of protocol mismatch in the General Settings. Your site uses https but your WordPress and Site URL is still in http.

image

I’ve set that to https and then I logged out and logged back in and the issue’s resolved and is stable. I reloaded many times but I don’t get the issue or error message anymore.

image
image1078×392 139 KB

On your end, you will need to clear your browser’s cache. It still doesn’t work on your end, please contact your web host to investigate your SSL setup. This is not an issue with the builder but rather the builder is just affected by incorrect SSL configuration. When investigating, have your web host completely clear your site of any caches and deactivate caching.

P.S. I deactivated all third-party plugins also as part of troubleshooting. Because you have lots of plugins, we can’t enable back what I have deactivated because that would take website management time and that is outside the scope of our theme support.

Hope that helps.