Theme is crashing my website

Support
#1

Hi

Have had the X theme for years without any problems. https://www.commissionit.co.uk/ I have a child theme X of this theme as i made some modifications.

The formatting suddenly changed and the homepage headline/content and 3 buttons position moved up on desktop without me doing anything.

Cornerstone was also not working giving me the same issue lots of others have had around “the preview could not load due to iframe response etc”

Was also getting a critical error and my host told Site ground told me it was due to your theme.

I’ve now just had to pay for your additional support although I did not make any changes tot he website to cause these issues.

I updated to the latest version of X and its caused the child version to have serious formatting issues so have now temporarily changed my theme to your standard x but even the fonts on that are all messed up.

Please can you help?

Thanks

#2

I am facing a similar issue. I’m getting that from the very beginning of building the website. Wordpress crashed after I uploaded the Pro Theme. I deleted the instance on AWS and created another one and it did the same thing. Can someone help with this issue please?

#3

Hi @commissionworks,

Thanks for reaching out.
The problem you are facing might be due to an improper update of the Cornerstone. I would suggest you update the Cornerstone by following the below steps.

  1. Delete the existing Cornerstone.
  2. After deleting, use the link in the dashboard to automatically install the Cornerstone. It will be the latest version.

Plugins-‹-Onlyx-—-WordPress
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If that does not help, there might be some different reasons behind the problem you are facing. I would like to suggest troubleshooting the following common issue to help us to recognize the reason.

  1. Theme Related Issue
  2. Plugin Conflict
  3. Theme Update related issue
  4. CSS/JS Customization
  5. Disabling Cache
  6. Disabling CDN

If you discover that an issue is coming from a custom code or 3rd party plugin, kindly consult with a developer or contact the plugin author. Please note that we do not provide support for custom codes and 3rd party plugins.
If none of the above helps, please copy your live site to a staging server 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
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Thanks

#4

Hi

So cornerstone was Version 7.2.4, i followed your instructions, uninstalled it then clicked the link and it just installed the same version 7.2.4?

What was that supposed to do?

What was the improper update you are talking about?

Thanks

#5

Hi

I already checked 1 ns 2 of your checklist. When i try 3 it is

child
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you can se it completely messes up the formatting.

As explained, i made 0 changes so it seems the issue were caused by perhaps the theme having php/wp update conflicts as they are the only changes made…

Please an you look into this?

Thanks

#6

Have also checked 3-6 and its none of these issues.

The website is to big to add to a staging server, have no way of dong this Siteground cant do this either.

Thanks

#7

Hi @commissionworks,

In that case, you need to create the staging and let us know the credentials for further investigation.

Thanks

#8

Hi, as stated, i cant create a staging however you have login details. I have a full backup so can restore from backup if i need to. Thanks

#9

Please can i get an update?

#10

Please can i get an update?

#11

Could you please look into this for us? Thanks

#12

Hi @commissionworks,

I have checked your website and found everything is working fine. If you are still facing the same issue, I would suggest you check once by clearing all types of cache including the System Cache from Cornerstone > Settings > System > Clear System Cache and check in the incognito/private mode of the browser.

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If that does not help, please let us know for further investigation.

Please note that a self-reply will push the thread to the bottom of the forum, and that is why you are getting a delayed reply.

Thanks

#13

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