PRO - The preview could not load due to the iframe response being incomplete

Support
#1

I’m using the PRO theme 3.2.3 and I get this error when I try to edit existing pages…

I’ve tried all the recommendations with no luck…

  • Enabling the WordPress debug mode didn’t reveal anything.
  • Switching to the parent theme didn’t help.
  • There are no known conflicts with any of the plugins.
  • We are using PHP version 7.1.x
  • Our PHP memory limit is 512M.
  • We’ve cleared all browser caches and tried private browsing mode but it still doesn’t work.
  • Creating a new page seems to work okay.

Is there anything else we could try?

#2

Hello @rleimer,

Thanks for writing and we’re sorry to hear that you’re having issues with your builder.

Since you have done the troubleshooting steps, please provide us with the admin access to your site in a Secure Note:

#4

Jade, I’ve posted the credentials as a secure note on the original post.

#5

Hi @rleimer,

Thank you for the credentials, please see screenshot below, is that intentional? Because that seems to be the issue, usually the setup of WORDPRESS ADDRESS (URL) and SITE ADDRESS (URL) are just the same URL. if that is not intentional, please address it.

Change a Site Address

Another possibility, it seems the published pages are the pages that are only affected, the draft page are not, do you have any server-side security feature (e.g. firewall, ModSecurity, etc.), can you deactivate it for a while and see if that resolves the issue. If it does, then we know your security feature is blocking the Cornerstone preview. If this is the case, please whitelist the /pro/ and /cornerstone-endpoint.

Let us know how it goes,
Cheers!

#6

Hi @friech,

Yes the setup of WORDPRESS ADDRESS (URL) and SITE ADDRESS (URL) is correct - we are running WORDPRESS in a subfolder, which is a fairly common setup (see https://wordpress.org/support/article/giving-wordpress-its-own-directory/)

#7

Hi @rleimer,

Are you having this issue on specific page? Preview is working when I checked some pages.

#8

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