White Screen of Death

Support
#1

Hi,

A client of ours sent us the following email:

"It appears a number of pages on www.zoomsystems.com are broken. Would you be able to take a look and help fix these?

I believe this is because of an incompatibility of the editor tools. I tried to update a page with x theme pro a while ago and it went totally blank. I also couldn’t find revisions to revert back to an old version.

Could you urgently take a look? Also it would be helpful to audit the unused/useless plugins and remove some. The site editor has become overly complicated."

This is the first time we came across something like this.

We tried to solve it by modifying the memory limit and tried deactivating some plugins - those methods didn’t work.
Any ideas or possibly solutions that could help us and our client?

Thank you in advance!

#2

Hello @INcroatia,

You can login through FTP then edit the wp-config.php file and find the line: define( 'WP_DEBUG', false );. Set it to true then save the file. Log back in the admin area and you should be able to see some more error information when you redo the steps you are having issues with.

If the error is caused by a plugin, please go back to the FTP files then go to wp-content/plugins then find the plugin that is causing the error and rename its directory.

That will automatically disable the plugin and you should be able to access the site again.

If you are still not able to get the issue sorted, please also provide your FTP details.

Hope this helps.

#3

Hi @Jade, unfortunately we don’t have that (FTP details, that is), so we tried to do changes with the WP File Manager plugin. Could that maybe be of any use for this?

#4

Hi @INcroatia,

It would be best to have the FTP details but I have gone ahead and check the pages of your site from the main navigation but I am not able to get any white screen page at all.

Since you mentioned that this is not happening to all of the pages, please also provide us some examples of the pages/posts where you are having the issue.

Also, were you able to enable the wp_debug option of the config file? Do you see any errors on the white screen page?

Thank you.

#5

Hi @Jade,

Thank you for looking into it!

Yes, we tried with the wp_debug via the WP File Manager, but unfortunately, no dice as we didn’t get any error messages. The plugin has worked successfully in the past on some other projects, so we thought we’d give it a shot until we got the necessary info.

Some of the afflicted pages are:



https://www.zoomsystems.com/our-clients/macys/
(We’re not sure if the following pages are afflicted by the same issue, but we assume they are, despite them not looking like the pages above)

To troubleshoot the issue, we went in and tried to save the https://www.zoomsystems.com/board-members/ page ourselves - everything disappeared, just as we were told. Then we created the page https://www.zoomsystems.com/board-members-test/ to see if maybe things would disappear if the template saved from the previous page was placed in the new one, but nothing would show in the editor or when the page was previewed live. That said, when we tried to take a peek in the skeleton mode, all of the elements would still be there.

#6

Hi @INcroatia,

It will not log any error since there are no errors. And the page is complete from header to footer (eg. </html>) so there is no error at all. White screen of death usually cut the codes, but not on this setup. It just has an empty content, I recommend doing site restoration to restore those missing content.

You shouldn’t edit existing page (created through different builder) with another builder. I saw you have existing builders, maybe he or she was referring to pages edited by it. It will really reset the content, the same reason you can’t edit and use Visual Composer and Cornerstone at the same time on the same content. For that, I recommend creating new pages with your preferred builder since there is no way to port builder content to another builder content.

Though, I maybe missing something since I can’t fully test it. Editing the page redirects me to login page again, would you mind checking if the provided credentials as admin capability? Then I’ll check again :slight_smile:

Thanks!

1 Like
#7

Hi @Rad,

Thank you so much for this explanation! We’re very happy to hear that.

Regarding the credentials, it appears we do have full admin capability, but have had the same issue when we wanted to edit the page from the top bar after we went and viewed it.
However, if we went to edit it from the Dashboard, then there were no problems in regards to going into the page builder.

Let us know if there’s anything else we can do!

Cheers and thank you!

#8

Hey @INcroatia,

The pages below are working both in the Content Builder and Frontend. I tried editing and saving them and they didn’t go blank.




Only the page below is blank and that is because there’s really no content.

https://www.zoomsystems.com/our-clients/macys/

Since it works on my end, there might be something in your browser causing the issue. Would you mind clearing your browser’s cache and also try in incognito mode without browser extensions? Please also try in other browsers.

Please also note that you’re using a very old version of Pro (2.0.4). That version is not yet compatible with Gutenberg which was released later on December 2018. With that said, you don’t have the Pro buttons in the Gutenberg editor. That would not be a good content editing experience for your client. It’s recommended that you always keep all our products up to date especially if you’re keeping WordPress up to date.

Hope that helps.

#9

Hi @christian_y,

Yesterday we deactivated a plugin that turned out to be the source of all the trouble, so it worked for us too and all of the pages that have been blank when edited are now fully visible again (minus the pages with no content, of course :wink: ). Our clients have installed the plugin and that was the cause of all of the issues.

We only built the website for the client some time ago and since then, they have been the ones taking care of the website, so until we received their newest email, we haven’t been working on it. That said, we will raise an issue with them about keeping everything up to date.

Thank you for the help and for looking into the problem!

#10

You’re most welcome, @INcroatia.

1 Like
#11

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