[Resolved] Some views display as normal, some views do not.
This support ticket is created 2 years, 10 months ago. There's a good chance that you are reading advice that it now obsolete.
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I am trying to: troubleshoot an error reported by client. We created some views that displayed like normal until recently. Now, a lot of the design is missing, and some of the icons are extremely large, yet, others appear to be normal.
Link to a page where the issue can be seen:
hidden link
I expected to see:
The format more like this one: hidden link
You can browse more of these profiles and see more examples, but that becomes redundant.
On this we updated everything and did the plugin conflict test, with no success. In fact, you could say it made things worse, really. Here are the pages to visit which reflect the above given addresses, but on the staging site instead:
hidden link
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You will notice that this time, both pages are behaving the same. We are using the 2020 theme.
I can see about granting you guys access to the site, but I will likely need the instructions for doing that. Thank you again.
Interestingly, a second reply, and editing my reply, does not allow me provide sensitive and confidential information. Once you response, however, I will provide some login credentials.
I've checked the source code of the pages from your staging website, but there is no trace of any missing styles code files.
To share temporary admin login details for this staging website, you'll just create a new WordPress user with an "Administrator" role and share its username and password in the next reply.
( you can use any email address for this user )
While writing the reply, you'll see a section to include the website's access details, so please be sure to use only that section to enter the details.
During troubleshooting, I noticed that the both pages were using the content template named "RRHBA Profile Content Template".
The content in this template was created using the "Ultimate Addons for Gutenberg" plugin, but that plugin was deactivated. I've activated it and the content is showing in the correct layout now.
Unfortunately, we are still having troubles. I checked the production site, and verified that 1. the "Ultimate Addons for Gutenberg" plugin was activated - and it already was, and I verified that 2. the production site is still not displaying as it should. I have uploaded a few screenshots to show this.
I did do a hard refresh, but am not able to (at this time) clear any Cloudflare caching if it's needed. I don't have access and have to wait for our backend technician. But in the meantime, I thought I should update you.
Again, thanks for the assistance. You can visit the page that I visited at: hidden link
What I shared in the last message was based on what I saw in the admin area of the staging website. But, it is strange that the issue still persists on the production website, even though that plugin is active.
Can you please also share temporary admin login details for the production website too?
Note: Your next reply will be private and please make a complete backup copy, before sharing the access details.
I couldn't reproduce this behaviour on my test website and also couldn't find any setting on the production website which can cause this.
This suggests that something specific to your website is involved. Do I have your permission to download a clone/snapshot of your production website?
( on the production website the plugins are not updated to the latest versions and the images seem to be missing as well )
This will allow us to troubleshoot this on a different server.
That is fine, feel free. However, to give an update: it seems if we just re-save the individual files with the correct template, and allow time/clear cache, the profiles are mostly starting to work like normal. However, there is still the strange fact that some images are missing. Not sure how/why that happened.
Also, and perhaps a bigger issue, is the parent pages. We have some of the business profiles under a category based on the field, (ie. architecture, plumbing, lighting, etc).
You will notice we have a similar issue on these pages, for example: hidden link
I tried that technique with the link I sent you - resaving the page and then opening the link in incognito mode to make sure cache is cleared, and it works just fine.
Although it is not clear what the issue is, at least we know a solution to fixing it, if nothing else works.
Intermittent and inconsistent issues like these are most commonly related to the older/cached pages being served through the server or the CDN like Cloudflare.
At the moment, all the links from your website are showing the layout correctly for me too.
I'll recommend making sure that you've disabled Cloudflare for the admin area page: hidden link
In case the issue still persists, you can consult the support team for your host and Cloudflare, to help you achieve the most efficient and balanced configuration between performance and usability.
This ticket is now closed. If you're a WPML client and need related help, please open a new support ticket.
