Pro builder: pages content disappears

hannahlincoln · January 4, 2021, 4:13pm

Hi guys,

Apologies, I posted this before Christmas and then the thread got locked as I went offline for Christmas break so I’m reopening.

I’m trying to edit a row on one of our pages and when I click on it everything disappears including the header of the webpage… This is now happening across multiple webpages not just one

Video for context as its quite hard to explain!

Matt replied stating the following:

Testing for Plugin Conflict
CSS/JS Customization
Disabling Cache
Disabling CDN

I have done all of the above with no luck.

Is there a way to roll back to the previous pro version as that worked fine?

Thanks

tristup · January 5, 2021, 10:41am

Hi @hannahlincoln,

It seems you are using the Pro version 4.0.6, we have already updated it to the 4.0.10 with many fixes. I would recommend you to update the Pro to the latest version i.e 4.0.10 and check after clearing all types of cache if that issue still exists or not. If that exists and you want to rollback to the last stable version, please download the stable version from your Themeco Account dashboard and upload it manually, or else you can restore the previous backup if you have any.
I would suggest you please copy your live site to a staging server and update the Pro to the latest version for checking and please provide login credentials for your staging site in a secure note to examine it further, 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

hannahlincoln · January 5, 2021, 11:55am

Hi.

Thanks for your response. I have updated to the new version on the live site and the issues still persisting. Please see in my first post the secure note with login details.

Thanks

tristup · January 6, 2021, 10:35am

Hi @hannahlincoln,

The mentioned issue is found while testing the given page URL. I have created a test page and the issue does not appears on it and seems the issue only exists on the specific page. I would suggest you check by deleting the section one by one till the issue is fixed, and the last one you have deleted before the fix is the actual issue.
If that does not resolve your issue, please copy your live site to a staging server so we could troubleshoot freely without breaking your live site.
And give us access in 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

hannahlincoln · January 8, 2021, 10:06am

Thank you for your response and sorry for my delay.

We have now created a staging site which I will include in a secure note. The page I’ve mentioned is not the only page with the issues, a few pages have the issue and it seems to be quite random. But, another one is: https://itassolutions.co.uk/sage-resources/cfo-40-podcast/ (duplicate anything and it breaks)
https://itassolutions.co.uk/problems-we-solve/cloud-accounting-software/ (duplicate anything or add a video element and it breaks)
Thank you for your help, hopefully we can get to the bottom of this!

ruenel · January 9, 2021, 5:48am

Hello @hannahlincoln,

I have logged in and I can replicate the issue just in your WP installation only. It must be only happening to your installation. May we have permission to completely disabled all plugins and do plugin testing just in your staging site? We have a hunch that a certain 3rd party plugin is causing this issue. It could also be one of the custom JS code that you have added to your site.

Kindly let us know.

hannahlincoln · January 10, 2021, 9:33pm

Yes please feel free to test anything you need to do on the staging site.

Thank you

tristup · January 11, 2021, 2:53pm

Hi @hannahlincoln,

It seems that the pages are loading in the Content builder, please find the page in the secure note which I have tested. Please let me know if you still have the issue.

Thanks

hannahlincoln · January 11, 2021, 3:34pm

Hi,

The issue isn’t with content loading - it loads fine… it’s with it breaking when you try to add elements or duplicate elements (please see my original video)

Also, I tried on one of the pages you added to the secure note and the issue is still there, see a new video here with one of the pages you linked: https://www.loom.com/share/7ef369e2f5334ea8b7bf50b3f5294e93
As soon as I try to do anything on the page, everything disappears

Its happening on every page and its been going on for weeks, we really need this resolved ASAP as we’re trying to do campaign landing pages etc and we can’t.

Thanks

prakash_s · January 12, 2021, 2:36pm

Hello @hannahlincoln,

I checked your site dashboard and page content, I went ahead and duplicated the element it seems that it is working fine at my end. It might be the issue of browser cache at your end I would suggest you clear your browser cache and then check it again. If the issue still persists please let us know.

Please find the video in the secure note.

Thanks

hannahlincoln · January 12, 2021, 2:58pm

Hi,

The video you sent doesn’t work, it says invalid share key.

Previous to this I have already tested deleteing cache/cookies, I’ve tried it incognito, colleagues are also having the same as I am so that isn’t the problem.

I have just tried deleting my cache again but it is still not working. I cannot add or duplicate any elements on pages.

Can you please roll back our website to the previous theme version, we’re seriously starting to lose out on money now by not being able to add or edit pages.

Thanks

tristup · January 13, 2021, 11:28am

Hi @hannahlincoln,

I have thoroughly checked and compared your Live and the Staging server. I found that the plugin Insert Headers and Footers is not installed in the staging server and the JavaScript code is not added. Whereas in the Live server the JavaScript code added through the said plugin is the cause behind the error, which might the reason behind your issue.
I would like to request you to deactivate the plugin temporarily and check after clearing all types of cache. Also, the theme in the staging is 4.0.11 whereas the live server is having 4.0.10, I would also request you to update the theme in the live server to check.
If that does not help, I would suggest you downgrade the theme to its last stable version by downgrading it from your Themeco account dashboard.

Live Server:

Staging Server:

Please remember that updating or downgrading the theme or plugin is beyond the scope of our theme support.

Hope it helps.
Thanks

hannahlincoln · January 13, 2021, 11:50am

Hi,

Those plugins were active and I assumed they were deactivated on the staging site because you guys had been testing any plugin conflicts and you haven’t reactivated them after your testing. I have activated all of them and it is still not working.

How do you downgrade the theme? Just install an older version? I feel a bit reluctant to do that if you are saying it is unsupported

As you can imagine we are becoming increasingly frustrated with this issue. The staging site still does not work so can somebody please help us resolve this issue. We can’t go on not being able to create or edit any webpages for this amount of time

hannahlincoln · January 13, 2021, 1:07pm

Hi,

Just as a side note, I’ve downgraded the staging site and the builder works perfectly again now (granted its a little bit slow). This clearly means theres a problem with the new update.

I would rather not have to downgrade the live site and it will be a last resort. Is there anything that can now be said around the staging site now working because of the drowngrade?

tristup · January 13, 2021, 1:17pm

Hi @hannahlincoln,

We compared these two setups and listed out the differences to narrow down the possible reason behind the issue. What I found in the staging server that the JavaScript code added and also working while Pro was in 4.0.11. I was also able to create and modify the pages and there is no such issue as the Live server.
Can you please update the theme to 4.0.11 and then try by migrating the Staging to the Live server, before rolling back to the stable version.

And I would like to request you not downgrade the theme into the staging server as we are testing your issues in the updated one.

Thanks

hannahlincoln · January 13, 2021, 1:26pm

Hi,

The staging site and live site are both an exact match now (same plugins, theme version etc - neither are working though

Thanks

tristup · January 14, 2021, 8:56am

Hi @hannahlincoln,

I have checked your staging server and can confirm that the issue you specified does not exist anymore. I was able to create a new page, modify an existing page, and duplicate any section. Can you please check and let us know if that is resolved.

Thanks

hannahlincoln · January 14, 2021, 9:36am

Hi,

Thanks for this. I can now create a new page after some testing. However, amending any existing page leads to the same problems, duplicate or add any element and the whole page disappears.

We’ve tried incognito and not incognito and still experiencing the problems across both. We’ve also deleted cache and cookies.

Some videos:

this video was taken on this page: https://staging.itassolutions.co.uk/sage-intacct/core-financials/

this video was taken on this page: https://staging.itassolutions.co.uk/sage-200/

My colleague has also taken a video:

this video was taken on this page: https://staging.itassolutions.co.uk/sage-resources/cfo-40-podcast/

I’m not sure why it is working for you, especially considering myself and my colleague are using different computers in different places.

Thanks

hannahlincoln · January 15, 2021, 1:22pm

Update:

So I can create new pages however once I click save I can no longer edit them and have the same issue of content disappearing when trying to edit

alexander · January 15, 2021, 2:55pm

Hi @hannahlincoln,

I believe this to be a conflict with the HubSpot forms. If you open the browser’s developer tools when the problem occurs, you can see this error message in the console:

TypeError: Cannot read property 'createPortal' of undefined

createPortal is part ReactDOM, which is included in WordPress core. We use the React libraries bundled with WordPress to render the preview frame. When I check to see what version of React is used in the preview frame, it’s much older. This means something is overwriting the version from WordPress. I think the problem goes something like this:

The preview loads
Pro is able to render the preview using the correct version of React
The Hubspot scripts run and the form is setup
Hubspot’s script also overwrite the version of React on the page
Pro expects to use the version of React that is included in WordPress core and can no longer operate properly

I’ve commented out the form in the footer, and on this page:
https://staging.itassolutions.co.uk/pro/content/24838

You should see the builder is working again at this point with the form disabled.

Regretfully, right now there isn’t a good workaround. It would be helpful if we had an element or an option on the Raw Content element to allow inserting embed codes that don’t render at all in the live preview to avoid polluting it. We’ll consider adding an option like this. It works on the front end. However, you still have the issue of React being overwritten. That is a core WordPress javascript library so you could run into other conflicts with plugins that expect React to be available.

It might be worth reaching out to HubSpot to see if they have a way to embed a form that doesn’t contaminate the global scope like this.