Preview could not be loaded

[paulf]

HI

Just purchased X theme and when making new page cornerstone it gives a error: The preview could not be loaded due to the iframe response being incomplete. This is most often related to a plugin conflict or customizations inroducing a PHP error.

I have tried deactivating every plugin. Have updated the theme and cornerstone.

[prakash_s]

Hello @paulf,

Thanks for writing to us.

In order to help you with your concerns we need to check your settings I would request you, please share the admin login details meanwhile I would suggest you troubleshoot a few of the common issues before we investigate your settings. Please share your details in a secure note. Please provide the following details

• WordPress Login URL
• Admin-level username and password
• FTP details

You can find the Secure Note button at the bottom of your posts

Thanks

[prakash_s]

Hello @paulf,

I checked your site it seems that the page builder is working fine at my end, I have tested the page by adding one element and it is working fine at my end. It might be the issue with the browser cache, I would suggest you please clear your browser cache and then check it again.

Thanks

[paulf]

Hi

Tried clearing browser canche and even tried different browser, the problem still remains. Also when trying to install theme, it gets stuck on CS logo.

[ruenel]

Hey Paul,

I am another staff checking in. I have logged in and I do not have any issues editing those two pages in the builder.

• See the secure note below

Thanks.

[paulf]

Hey Ruenel

But can you create a new page or can you install a theme?

[tristup]

Hi Paul,

I have checked your website and found the issue while creating a New Page through the Cornerstone. It might be due to the improper update of X and Cornerstone.

1. Delete the existing Cornerstone.
2. Activate any default theme.
3. Upload the X theme by downloading from your Themeco Account.
4. After the X theme is updated, use the link in the dashboard to automatically install the Cornerstone. It will be on the latest version

Hope it helps.
Thanks

[paulf]

Hi

It did not help, nothing changed.

[marc_a]

Hey Paul,

This could be just a browser cache on your end. Please try clear your browser cache or use incognito mode when accessing your website because the editor is just working fine on our end.

Thank you.

[paulf]

Hi

I have tried everything above. Still doesnt work, Can you please find a working solution?

[christian]

Hey Paul,

We’re sorry for the misunderstanding here. For your case, you need to publish the page first before it can be previewed. That is because your server and/or WordPress setup most probably do not allow the use of pretty permalinks. This is not an issue with Cornerstone.

[paulf]

Hey

That part works now yes, but when i try to install a theme, it gets stuck on cs logo.

[tristup]

Hi Paul,

I have checked by clicking into a Design Cloud demo and found the console error showing X Demo Importer failure. There might be a few different reasons for this issue, I would suggest following troubleshooting about 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 to 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