Hello,
I built my website with X in 2017 and haven’t made any major changes for years. It’s worked perfectly for all this time, and I’ve been very happy with the theme. I just occasionally go in for minor adjustments when needed. Just recently, I have been unable to launch Cornerstone. After trying several things that I read in other posts, I’ve had no success. Now, the website has developed additional issues, and is not functioning correctly. It’s missing elements and text and is generally broken at this point. Your help is very much appreciated. Happy to share my credentials. Website: ambiencejazz.com
Thank you,
George
Hi George,
Thanks for reaching out.
The problem you are having might be due to the improper update of the X theme and Cornerstone plugin, I would suggest you follow the below steps to troubleshoot.
- Delete the Cornerstone
- After deletion please use the link in the dashboard to automatically install the Cornerstone.
If that does not help, there might be some different reasons behind your issue. I would like to suggest troubleshooting the following common issue to help us to recognize the reason.
- Theme Related Issue
- Plugin Conflict
- Theme Update related issue
- CSS/JS Customization
- Disabling Cache
- 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 help, please provide login credentials for your site in a secure note to examine it further, including:
– WordPress Site URL & Login URL
– WordPress Admin username/password
To create a secure note, click the key icon underneath any of your posts.
Thanks
Hello George,
In order to help you with your concerns I would suggest you please copy your live website to your staging server so that we can debug the issue without breaking your live site. I would also request you please share the FTP details along with the admin login details of the staging server.
Thanks
Ok, I reinstalled the WP Staging plugin, but I’m having trouble getting it to work correctly.
The staging site doesn’t look correct and I’m not sure how to fix it.
Earlier today when I pulled up my live website it looked perfect, and the website was working properly. I think it may have been during the time that you were taking a look at it. It’s back to being broken currently, however. Any chance you can just work with the live site if the staging site doesn’t look correct to you?
Thank you very much for your help.
George
Hello George,
If you go to Tools > Site Health > Status, there are some Performance issues that needs to be addressed. Please make sure to update your SQL server and then increased your PHP Max Upload Size and PHP Post Max Size. Perhaps this can help:
- https://theme.co/docs/version-compatibility
- https://www.wpbeginner.com/wp-tutorials/how-to-increase-the-maximum-file-upload-size-in-wordpress/
Best Regards.
Thanks for the recommendations.
I addressed the performance issues with the Hosting Company (Globat) and they took care of all that they could.
Unfortunately, Globat said my SQL server version is 5.6.32 which is their max size
They increased my memory limit and said my PHP size is 7.4.
FYI-These items were showing up in the Site Health Status before I started having the problems accessing Cornerstone.
I’m still in the same situation.
• When I try to launch Cornerstone it takes me to a screen and freezes.
• The same thing happens on the Staging website.
• The staging website functions correctly and looks good, but the live website is missing elements and not functioning correctly.
I mentioned on an earlier post that On December 2nd I was trying to solve why Norton Security was not showing the site as secure. I added my website to https://safeweb.norton.com/ which solved the issue, but in order to verify ownership with Norton they instructed me to add a meta tag to the website. I had the hosting company (Globat) take care of this and I’m wondering if this may be what is causing the issues.
They added the meta-tag to the index.php file if you want to take a look at it.
I can take the meta-tag out if you think it is causing the issue.
I’m still really hoping for some help getting this resolved soon since my website has been broken for several days now.
Thanks in advance for your help!
George
Hello George,
They have inserted the meta code in the wrong file.
<meta name="norton-safeweb-site-verification" content="8gzp7ugbgm81znoi2t43ivlt2bvlt7709vewo82rjur5on-cjo4z8tkzdzr6wurpbxlamsb37mhdmnqo7sl--z3vo35f2i71ywqolh9tfv0rg4yjg3eq1kgj98-fotiq" />
You should be using Insert Headers and Footer plugin where you can easily manage to insert the meta code.
At the moment, we cannot proceed to submit the plugin settings because of the WordFence plugin in your parent site or the one install in your main site. Kindly temporarily deactivate WordFence in the main site while we are troubleshooting the issue in the staging site.
Kindly let us know how it goes.
That’s what I was afraid of. Thanks so much for catching that! I have deactivated WordFence. Let me know if you need me to do anything else. I’m extremely happy we’re making progress.
Thank you!
Hello @gbstone,
Now, the WordFence is temporarily, you can now edit the page in Cornerstone.
As it turns out, WordFence is the culprit of your issue.
Cheers.
Awesome progress! Thank you. Still not quite there yet though. I believe the screenshot from above is from my staging site. I was able to get in the staging site, but still am not able to get into my live website and it’s not functioning correctly yet.
Nice to know about Wordfence being the culprit.
Should I go ahead and take out the meta-tag from my index.php file?
Thanks again!
Hey @gbstone,
Please check out the placement of the meta code in your staging.
- See the secure note below.
Best Regards.
I didn’t receive the secure note.
I see that the meta code is now missing from the staging index.php file. I can make the change for the live site, but not sure where to put the meta code. I assume that’s what the secure note will be showing?
Also, is the Insert Headers and Footers plugin one of ours or do I need a third party plug in for that?
Thanks
I just deleted the meta-tag from the live site file and looks like that was the problem. I am now able to get into my live website and it is functioning correctly again.
Thanks so much for your help! 
Also, I see the secure note now with the info for the plug-in.
Thanks!
Hi George,
Glad that the problem is solved. Please let us know if you need any further help.
Thanks
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