[Resolved] Cannot edit content template using WPBakery (again)

[Author]

Posts

[jesseH-3]

I am continuing to have the issue described here:
https://toolset.com/forums/topic/cannot-edit-content-template-using-wpbakery/

In that previous instance, it starting working again on its own. So while I had what I needed, and said the ticket could be closed, the problem was not actually solved, and I am now encountering it again, in both Firefox and Chrome.

[Minesh]

Hello. Thank you for contacting the Toolset support.

First of all - After checking to debug the information you shared with us, I found that you are using outdated Toolset plugins. We always recommend running your site with the latest stable release plugin version.

*** Please make a FULL BACKUP of your database and website.***
Could you please update ALL Toolset plugins to it's latest officially released version. You can download the latest plugin release from your accounts page:
=> https://toolset.com/account/downloads/

Do you see the same issue with the latest plugin? If yes:
- I checked the old ticket you shared and I can see that even Shane was not able to replicate the issue and at the end it was a hard caching done by the server side. Would you mind to check that no cache is involved in this issue.

[jesseH-3]

The plugins page doesn't indicate that there are any Toolset updates available. How would I know that there are updates available (shouldn't they show up on the plugins page?) and how should I update if they aren't showing on the plugins page? Do I need to go to Toolset to download new versions? I don't think I've had to do that in the past.

[Minesh]

I'm not sure why you do not see the plugin updates.

You should try to go to installer page:
- hidden link

And click on button "Check for update" and try to update all Toolset plugins.

[jesseH-3]

Thanks Minesh, clicking on Check for update did the trick, I will try to remember that tip.

Now that all Toolset plugins are updated, I checked and my original issue persists. Please take a look and let me know how to resolve this. Thank you!

[Minesh]

To look at your issue I will require admin access details and problem URL where I can see the issue.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[jesseH-3]

If you go to Toolset > Content Templates, you'll see a few that use WPBakery Page Builder. None of them are loading the builder properly.

[Jamal]

Hello there! Minesh is on vacation for a couple of days. If you don't mind, I'll continue with you on this ticket.

I logged into your website and I was able to edit a content template that was created using WPBakery. Check this screenshot hidden link
I was able to make a modification and see it on the frontend. Check this screenshot hidden link

This means, that you are probably using a browser extension that contributes to the issue. Can you check with an incognito window(that should theoretically have no extensions)?
If that does not help, maybe the extension is activated for private browsing too. Please create a new chrome profile, which should have no extensions, and try with it. hidden link

Let me know what you will get.

[jesseH-3]

Hi Jamal, thanks for your help but I am still unable to load the WPBakery page builder. I have tried in Firefox (including clearing my cache and using a private window), Chrome (including clearing my cache and using an incognito window) and Safari, which I never use. The builder does not load in any of these instances. (I have not yet created a new Chrome profile, but seeing as I rarely use Chrome I don't believe I have made any customizations to it or added any extensions.)

I also tried my husband's computer, which I had never used to log in to this site. I just tried it in Chrome and Firefox and was unable to load the builder in either case.

Looking at the source code, there is nothing between the Template h2 and "Stop using WPBakery Page Builder for this Content Template." I also don't see any errors in my Console. What can we do to continue to troubleshoot this issue?

[Jamal]

As you can see on this screencast, I can edit the content template using WPBakery hidden link

I asked my teammates to try to edit it and @nigel was able to edit the content template without issues.

This means that the issue is not on the WordPress/Toolset side. It is either on your browser/desktop or in what's in between(VPN, Firewall).

I can't test what's in between, but I can offer a new installation on our platform, and we can migrate your website to it. Then you can try from your browser and if it works. Then we can assume that you have a special setup between your browser/desktop and your hosting provider. Would you like to try that?

By the way, can you tell me what hosting provider the website is in?

Update: Please use this link to view the screencast hidden link

[jesseH-3]

Today I tested again and to my surprise I am able to load the builder in my usual Firefox window! This is the same thing that happened with my previous ticket – I tried again later and it magically worked. Could it be related to the cache clearing I did yesterday? Even if it is, I don't want to have to wait a day every time I need to edit a content template...

Based on the fact that it is now suddenly working, do you have any further suggestions on what the issue could be?
Both machines I tested are Macs, could that be related? I assume you are on PCs.

I do not have a VPN or firewall. Site is hosted on a VPS at Liquid Web.
Thanks for the offer to migrate the site but I don't think that's necessary.

[Jamal]

Indeed, I am on PC. I usually use Chrome, but I also tested with Firefox and Edge. Well, this time we knew you are testing on Mac, I believe there is someone else on the team with a Mac that can test if the issue comes back again.

[jesseH-3]

Please do have them test. I anticipate continuing to have this problem, as a solution has not been found and its functionality is seemingly random at this point. Thank you!

[Nigel]

Hi Jesse

I just tested your site again with Firefox and Safari on a Mac, and didn't experience any problems editing Content Templates using WP Bakery.

I'm not sure what to attribute the problems you've been having to, because you describe clearing the caches and even using computers that haven't edited the site before, which would tend to rule out a problem with an outdated file being served from the browser cache, which was the most likely explanation.

Did you check your server logs to see if there were any PHP warnings or errors?

If you don't have debugging turned on then it would be too late to look for errors that occurred some days ago.

If the problem resurfaces, I suggest you turn on debugging and inspect the logs after trying to edit the template to see if anything shows.

You can turn on the debug log by editing your wp-config.php file and change the line with WP_DEBUG like so:

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

That will create a debug.log file in your /wp-content/ directory which you can examine in any text editor, assuming errors or warnings are generated.

[Waqar]

Hi Jesse,

Just wanted to add that, I wasn't able to experience the issue on my MacBook, either.

I tested this in Chrome, Firefox, and Safari browsers on the latest macOS version 11.5.2.

You're welcome to follow the suggestions from Nigel's message and let us know if you notice anything specific that can help in this troubleshooting.

regards,
Waqar