Struggling with Cornerstone - but only on one page?

Support
#1

Hi Team X,

Hoping for some assistance with a newly launched site. Cornerstone will not load and gives the usual error message, but only on the home page - the other 4 pages work fine. I’m desperate to make small updates for the website owner since the launch but have been sitting in maintenance mode for the last 24 hours - yikes -

“The preview could not load. This is most often related to a plugin conflict or aggressive page cacheing. Checking the developer console for errors could indicate what went wrong.”

Even thought I doubt it’s a plugin conflict (because all the other pages are opening and editable with CS) I did go through the steps of disabling all and updating everything - but no luck with the home page yet.

Please advise urgently.

Thank you so much.

#2

We’ve switched php versions, deleted and reinstalled a fresh cornerstone download, reset the permalinks, tried with a different admin account, different browser… still unable to edit the home page.

#3

Hello @DeeDesign,

Thanks for writing in!

Please updated PHP version to at least 7.2 and increase your PHP time limit.
To increase the maximum time limit, please check this out:

Please let us know how it goes.

#4

Thank you RueNel,

PHP is 7.2 and edited the time limit following the instructions in your link.

Still unable to get CS to load :frowning:

#5

Please note - 4 of the 5 pages are working fine with CS - only the home page is not… sigh.

#6

Hello @DeeDesign,

I have investigated your homepage and I found out that there is an internal error happening only in the homepage.

I am not sure where is this coming. It may be because of a 3rd party plugin conflict. For the meantime, the quickest way to edit the homepage is to create a blank new page and assign it temporarily as your homepage. Once the current homepage is unassigned, you may edit it again in Cornerstone. Once done editing, you can assign it back again as your homepage.

If reassigning the homepage is not possible, you can use the skeleton mode to edit the page for faster response and easy access of the elements on the preview area.

I will continue to investigate why or how come this internal server error only happens on the homepage.

Regards.

#7

Thank you - standing by.

#8

Hello @DeeDesign,

I saved your home page as a template and created a new “Home 2” page. I loaded the template and I was able to edit the page. The internal server error is still present when editing the homepage. Can you please enable the debug mode? You can do this by opening wp-config.php and adding


define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define( 'WP_DEBUG_DISPLAY', true );

/* That's all, stop editing! Happy blogging. */

We need to check for any details about this error. If you can give me your FTP login, that will also help so I can check your wp-config, .htaccess and the error logs.

Thanks.

#9

Thank you RueNel,

wp-config.php updated as requested.
I will create a ftp user and upload that shortly.

#10

Hello @DeeDesign,

The given FTP credentials do not go to your WP installation.
It only displays an empty folder.

Please double check it.

#11

Sorry - please try again, credentials are the same.

#12

Hello @DeeDesign,

The issue only happens in your homepage or the page assign as your homepage. Please contact your hosting provider and ask them to deactivate the ModSecurity, then check your homepage in Cornerstone to see if that resolves the issue. If it does, since deactivating ModSecurity is not recommended, request to enable it back and unblock/whitelist only the url in the secure note.

I’m not sure if that is really the Referer that is being blocked though, so you might need to ask them to trigger the error intentionally and look on the log to see what exactly is being blocked.

Let us know how it goes,
Cheers!

#13

Thank you RueNel - I’ve sent along the request to the host and will let you know.

#14

Thank you.

#15

Hi Team,

The host came back with confirmation that the error is not caused by ModSecurity, we tested that. There findings are below and relate to a theme file.

#16

Hi @DeeDesign,

Thank you for that log, but that does not makes sense, there is no Bistro-Responsive_Foodie_App-Theme installed on your site.

The issue is the same as the one here, were the homepage and draft page is not previewing on Cornerstone, please follow that thread and what did I advise.

Let us know how it goes,
Cheers!

#17

Thank you Friech,

I did turn off ModSecurity and the issue was resolved, problem solved. If I follow the instructions in your link above I have to white list the home url with ModSecurity to be able to edit with CS - correct?

#18

Hi @DeeDesign,

Glad to hear that, yes that is correct.

Cheers!

#19

A quick update for anyone else with the same issue… The host successfully whitelisted our design office IP within ModSecurity (instead of the above suggestion) and CS is now working successfully on the home page.

Many thanks to the always STELLAR X Support Team for guidance through this issue :+1:

#20

You’re welcome @DeeDesign!
We’re glad we were able to help you out.