This is the 2nd time it has happened on my production website. PRO simply doesn’t load. On both occasions, it happened after I changed the slug. I have tried the following:
I’m really concern and hope you can help resolve this quickly. Thank you in advance.
Hello @sgchan,
Thanks for writing to us.
I checked your site it seems that that builder is working fine. It might be the browser cache issue at your end. I would suggest you clear your browser cache and then check it again.
Thanks
Hi @prakash_s
Thank you for replying. Unfortunately, I have cleared my cache and tested on 2 other browsers - Firefox and Edge. The results are the same. On the Edge, I am getting the attached error on the console. Could you advice what is the use of the JS file?
Plus, I also tried on 2 other computers (another Windows 10 and Ubuntu) and the results are the same error messages. I even tried using a proxy to login from another country (thinking it might be my firewall) but it’s the same.
Many thanks in advance.
Hello @sgchan,
I checked your home page it seems that there is no console error at my end and the page builder is working fine. I have checked in the Google Chrome version 91.0.4472.123 and Mozilla 89.0.2 version. Please have a look at the screenshot in the secure note.
Thanks
Hello @prakash_s,
I realize it is hard to troubleshoot when you cannot replicate on your end. But I am stuck and cannot make edits. I have tried multiple computers to no avail. So I hope you will bear with me as I try to troubleshoot at my end.
That said, the error I am getting seems to stem from the file app.2155f74.js. I have attached it for your review. Could you please tell me what it does?
Hello @sgchan,
You are having an error 502.
Please check your server settings in the link added in the secure note. Make sure to increase your PHP time limit to at least 300 and your PHP max Input to 1000.
You may need to contact your hosting provider and ask further assistance what is causing this error 502.
Kindly let us know how it goes.
Thank you for your feedback @ruenel. I think your feedback makes sense. 502 is a server error. It is very puzzling why you are not experiencing it but I am. Having said that, could you please tell me if the mentioned JS file the Cornerstone editor?
Hello @sgchan,
On my end, I am having this JS error:
Failed to load resource: the server responded with a status of 502 () app.2155f74.js:1
The mentioned JS file is a resource of Cornerstone. Cornerstone is the foundation of the builders.
Best Regards.
Hello @ruenel,
The hosting service provider is encountering a Syntax error at their Console. Any clues? The error I got is related to token but this is not. As you can guess, they are saying it is a theme issue.
Why do the error messages vary? Prakesh didn’t encounter it… me and you can see the error but the hosting service provider is seeing a different error. What is going on?
Hey @sgchan,
502 is a network issue that is maybe why it’s loading fine on Prakash’s side and not for you, Runel and me. This means your web host does not have a problem loading files in Prakash’s country network.
This is an issue with your web host therefore you need to change web host because otherwise, you will have problems not only with Pro but most probably with other plugins as well. There is nothing we can do for server issues.
Thank you for understanding.
Hello @christian,
I appreciate that you guys are constantly supporting your findings with an article to further help my understanding. The hosting service provider is complaining that there is a syntax error in the theme and there it is not their responsibility.
I have a subdomain with an identical site and it works. I also downloaded the non-working site onto my computer and it also works. So I am suspecting it has something to do with the primary domain. As you know, each domain/sub-domain has its own PHP configuration. I am comparing the settings on the sub-domain against the main domain.
As to your network suspicion, I have also tried accessing the site from several locations via VPN. None of them work. Please do share if you have other thoughts.
If all fails, I am going to move to another web hosting provider.
Hey @sgchan,
If our theme has syntax error, it will not work for all of our customers. It will simply not work for anyone including us regardless of the hosting environment. With that said, the web host support is wrong.
Thank you for comparing the server settings. I hope you’ll find the cause.
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