Preview could not load,

Support
#1

I have checked plugins and I’m not sure about the other. I have tried searching through the help files and followed all the steps to help the preview could not load and still didn’t fix so a bit (lot) stuck on this.

(https://www.dropbox.com/s/vuienhawkx5pxr6/Screenshot%202019-03-04%2021.28.05.png?dl=0)

#2

Hello Danielle,

Thanks for asking. :slight_smile:

In that regards, can you please share login details in secure note for us to take a closer look?

It is very common to need to share sensitive information with our staff such as login or FTP information. In order to keep this private, be sure to use the Secure Note button that you will find at the bottom of each reply.

Thanks.

#3

Hey Danielle,

There is an Internal Server Error when I checked the console. That is a generic message though so we will not be able to know the exact cause so please give us FTP access also so we could check your the logs.

Thanks.

#4

added details as requested

#5

Hi Danielle,

Thank you for providing the information. I spent so much time to understand why the error 500 is happening. I enabled WordPress to debug mode, and whatever notice I get is from the WordPress Core files and not the Pro files. But I could not pinpoint the problem. I followed the steps below:

  • Went to wp-config and enabled the debug mode
  • disabled all the plugins.
  • Re-uploaded the latest version of the Pro theme
  • Set the file permissions to 755

Unfortunately, I could not find the reason. The only error log that I saw was the out of memory error in PHP, but I checked your server options at it says it is increased to 512MB which should be enough for Pro to work.

I’ll appreciate if you move the website to your local machine or another server to test the case and make sure it is not related to the current server that you have the WordPress installed. The reason is that we already have the latest version installed on many different servers and those installations work with no problem.

Kindly get back to us with the result of the test.

#6

sorry for sounding clueless but I need to understand what you are asking.

Are you asking for me to ftp all the files to my pc and try running from there?
Not actually sure how to run it from there (did read link given)

If this isn’t what you mean, please explain (not that great at this kinda thing)

#7

Hi Danielle,

I would like to check your website it’s not loading anymore.

Could you please double check?

There are some plugins to help you to migrate the website from live to local, please take a look:

Hope it helps :slight_smile:

#8

My host company has recently wiped my server space and I installed wordpress and then Pro theme and error began again. There are no plugins, deleted Hello Dolly and Akismet Anti-Spam is not active as it is fresh install
What is the main issues that causes this so I can inform them to look at?

#9

Hello Danielle,

I am another staff investigating the issue. It seems that the given credentials is no longer working.
Could you please update it for me so that I can log in and figure out what is going on in your site?

Thank you in advance.

#10

Updated the new details x

#11

Hello Danielle,

I was able to login to your dashboard. I still need to access the file by logging in to your ftp which is not working.
The password seems incorrect.

Please double check.

#12

try now with new password

#13

Hi Danielle,

Another staff here, I checked your site, did a series of tests to debug but it seems that something in your server is preventing it from working.

Here is the error in the console when I test.

This could be related to Modsecurity. Please contact your host again and make sure that Modsecurity is not blocking anything or ask them to disable it for a while to check if it’s the one that is causing the issue.

Thanks

#14

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