Pro not loading - logo pulsing - New Install

Support
#1

Hello,
The Pro page editor does load, logo just pulses in two browsers - safari and chrome.
I have a new Pro install (new Wordpress) and have followed as much of the guides in the forum as I can including:

  • increasing memory limits
  • disabling caches and plugins
  • enabling the parent Pro theme
  • checking SSL URL’s
  • clearing caches (and disabling them in the 10Web manager)

The same error occurs on my Staging site which I expect doesn’t include some server-side optimisations, which as best as I can tell are disabled on Live anyway.

I’ve also tried renaming the Must Us Plugin (10Web Manager) folder without any success.

Can you please login to see why I can’t edit the site?
Creditentials in secure note to follow.

Thank you Rob

#2

Secure Note:

#3

Hello Robert,

Thanks for writing in! Regretfully the given credentials do not work for us. It seems that the given username is incorrect. Please double check it. Meanwhile, if you have any caching plugin or PageSpeed plugin, temporarily deactivate the plugin and test your site again.

Please let us know how it goes.

#4

Sorry, I made a typo in the username in the secure note and have updated it - I removed one e.

Please retry the credentials in the secure note, noting the username has changed and should be correct now.

I’ll contact 10Web about any user-inaccessible PageSpeed plugins, but there are none in Wordpress and I have not enabled any in the 10Web Manager.

#5

Hello Robert,

The username is now correct. The password still do not work for us though.

Please check it again.

#6

Did you only try the staging? I hadn’t updated the password there.

Both staging and live should work now.

If not, I have also created an additional user on the LIVE site only.

#7

Hey Robert,

I was able to logged in to you site already. I have checked and I can confirm that the Theme Options is not loading. This includes the Pro Editor too. It seems that all the JS and CSS files were missing:

See the secure note.

The issue could be coming from your file permissions. Kindly check out this article:

You may also check with hosting as they may have set restrictions or file permissions. Kindly let us know how it goes.

#8

Thanks Ruenel,

Via SFTP, the wp-includes/css and a few other folders I checked including plugins, all had file permissions of 755 which seemed right from the article you provided above.

I’ll await feedback from 10Web support and post progress here for others, but unfortunately this may be a few days from 10Web.

Do you think deleting and reinstalling the Pro Theme might re-write the “missing” or inaccessible files? It’s a new site, so no real data loss but I’ll export the XCS file.

#9

Hey Robert,

Yes re-installing the theme may fix the missing files if it’s not a file permissions issue but make sure to take a backup just in case if anything goes wrong.

Hope this helps!

#10

Thanks Nabeel, Ruenel,

10Web waited for me to try reinstalling the Theme with no success (no child theme, plugins or caching). I sent this message to them just now. Is my folder structure observation below a problem?

------PASTE FROM TICKET TO 10WEB -------

  • I uninstalled and reinstalled the Theme version 3.2.3 and the same symptoms occurred - editor and theme options not loading. I also tried Themeco’s prior stable release of 3.1.2 with the same error.

I have not pushed these changes to the Staging site, but the Live site can be treated as staging as it’s a new company and site.

My assumption is the error is still the same as reported by ThemeCo support a few days ago. That is the JS and CSS files are inaccessible and givng 404 errors on GET request.

I’m not familiar with Nginx folder structures but ThemeCo support GET request was looking for this file on staging:
/pro/wp-includes/css/dist/block-library/style.min.css?ver=5.5.3 net::ERR_ABORTED 404

When I can only find that file here on live or staging:
/home/wplive/web/wp-live/wp-includes/css/dist/block-library
/home/wpstaging/web/wp-staging/wp-includes/css/dist/block-library

The folder structure does not include the Theme folder name “Pro”.

Has 10Web’s hosting put the Theme files in an unexpected folder location or something?

Is this a problem or is the problem something else, or related to the permissions issue they suggested a few days ago?

With a brand new site and install and being unable to develop the site, I consider this urgent if you can please.

Thanks Rob

#11

Hello Rob,

Do you have PageSpeed enabled on your server? Please temporarily disable any .htaccess redirect and/or any other server feature that removes the URL in the source code when loading the site. If you can provide your hosting access, much better so we can check and investigate further.

Thank you in advance.

#12

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