Pro Editor not loading - white screen

Support
#1

Hi Team.

I can’t get the PRo Editor to load. Either it goes to a white screen or I get the message in the screenshot below. I’ve followed your instructions re: basic troubleshooting but I just can’t get the Pro Editor to load.

Can you help?

developer console
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developer console large
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#2

Hello @spidermonkeydp,

Thanks for writing to us.

It seems that there might be an issue of plugin conflict or version compatibility issue. Please make sure your theme, plugins, WordPress version is updated as per our version compatibility page. In case if your PHP version is below 7.4, I would suggest you update the PHP version to 7.4. Please have a look at this article to learn more about the recommendation from the WordPress

I would suggest you troubleshoot with a few of the common issues before we investigate your settings.

  1. Testing For Theme Related Issue
  2. Testing For Plugin Conflict
  3. Theme Update
  4. Child Theme
  5. Css/Js Customization
  6. Increasing Php Memory Limit
  7. Disabling Cache
  8. Disabling Cdn
  9. Permalinks
  10. Version Compatibility

I would also recommend you please follow these steps.

  1. Deactivate the Pro theme
  2. Activate the WordPress default theme
  3. Delete the Pro theme
  4. Download the Pro theme from the Themeco Dashboard
  5. Install the latest version of the Pro theme and activate it.

If none of those work, It would be best if you could copying your live website to your staging area. and send your details in a secure note so that we can investigate your setting without breaking your live site. 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

secure-note
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Thanks

#3

Hi. I’ve done all the basic troubleshooting and I’m still getting the white screen. My PHP version is 7.4. Can you suggest something else?

#4

Hi @spidermonkeydp,

Thank you for the credentials, the site health says “The REST API did not behave correctly” which is probably (but not limited) the reason why the Cornerstone is not working.

Have you done a Plugin Conflict test? can you do it again but make sure to clear all your caching plugins (before deactivating them)

Let us know how it goes,
Cheers!

#5

Hi @friech. Thanks for your advice. I had tested all the plugins already and none were causing the issue. I tested again, switching off all plugins but also reverting back to PHP 7.3 - as I found out that we’d recently updated. With the switch back to PHP 7.3 I can now access Pro Editor.

#6

Hi @spidermonkeydp,

Glad that you sorted things out, just wondering, what was the PHP version before you downgrade to 7.3? I remember there is an issue with the PHP 7.4 on the previous version of PRO, but not with the latest version.

Thanks,

#7

The Pro Editor stopped loading when I had PHP version 7.4.2 and the most recent version of Pro. I tested with previous version of Pro, but had the same issue with Pro Editor not loading. But with newest version of Pro and PHP 7.3 the Pro Editor is loading. Hope that helps.

#8

Hi @spidermonkeydp,

I can see that the Pro is loading properly and showing the content perfectly. I would suggest please copy your live site to a staging server and update the PHP version into it 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.

secure-note
secure-note1040×250 15.3 KB

Thanks

#9

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