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[Resolved] white screen of death when trying to edit homepage if Toolset is activated

This support ticket is created 4 years, 3 months ago. There's a good chance that you are reading advice that it now obsolete.

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Supporter timezone: America/Jamaica (GMT-05:00)

This topic contains 11 replies, has 2 voices.

Last updated by cynthiaA 4 years, 3 months ago.

Assisted by: Shane.

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#2044975

Additionally, I'm getting "Toolset plugin cannot connect to toolset.com" error. Are these related?

The communication error says "toolset: Site key does not match for hidden link" but I don't see where I can re-enter the site key.

I've been moving the site back and forth from local to dev server at hosting company so client can view updates. Could this have caused the problem with the site key?

I have Blocks 1.5.1 and Types 3.4.9 installed. White screen only happens when these are activated.

#2045021

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

It would appear that you are working on your localhost.

In order to understand what is causing the white screen I would recommend that you enable the wordpress debugging by following the instructions in the link below.

hidden link.

Once you've done this please let me know the error being displayed.

Secondly for the message below.
"Toolset plugin cannot connect to toolset.com"

Go to your wordpress dashboard and under updates click check again. Once you've done this you should no longer be seeing this error.

Thanks,
Shane

#2045125
Screen Shot 2021-05-05 at 1.19.03 PM.png

So 2 separate issues. Clicked check again and that error message is gone as you said.

Here's the error log on the white screen.

Thank you so much for your help!

#2045227

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

These errors shouldn't give you a white screen. White screens are normally produced by fatal errors on the site.

Would it be possible to put this site up on a live server as it is quite difficult to debug issues that are on Localhosts =

Thanks,
Shane

#2045251

Of course. It's at hidden link

Do you need admin level login?

#2045313

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

Yes I need admin access. I've enabled the private fields so that you can provide me with the credentials.

Thanks,
Shane

#2046317

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

Thank you for the credentials for the site.

I took a quick look but i'm not able to see any issues with the site. I also see that you have both our Toolset plugins installed and active.

Perhaps i'm not looking in the right place for the "White Screen" error ? Can you check the site again and let me know if the issue is still there for you ?

Thanks,
Shane

#2046363

It only happens when I try to edit the homepage. In both Chrome and Safari.

I've clicked around in other pages trying to recreate it but they all work fine.

Thank you.

#2046505

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

Thank you I was able to now see the issue. Looking at this it would appear the block may have become corrupted.

Through method of elimination I was able to find the component with the issue. This is the are with the issue

<!-- wp:toolset-blocks/grid-column {"style":{"backgroundColor":{"r":255,"g":255,"b":255,"a":1},"border":{"top":{"style":"solid","width":4,"widthUnit":"px","color":{"color":{"_originalInput":{"h":0,"s":0,"v":121.5071283095723,"a":1,"source":"rgb"},"_r":255,"_g":255,"_b":255,"_a":1,"_roundA":1,"_format":"hsv","_ok":true,"_tc_id":60},"hex":"#ffffff","hsl":{"h":0,"s":0,"l":100,"a":1},"hsv":{"h":0,"s":0,"v":100,"a":1},"oldHue":0,"rgb":{"r":255,"g":255,"b":255,"a":1},"source":"rgb"}},"right":{"style":"solid","width":4,"widthUnit":"px","color":{"color":{"_originalInput":{"h":0,"s":0,"v":121.5071283095723,"a":1,"source":"rgb"},"_r":255,"_g":255,"_b":255,"_a":1,"_roundA":1,"_format":"hsv","_ok":true,"_tc_id":60},"hex":"#ffffff","hsl":{"h":0,"s":0,"l":100,"a":1},"hsv":{"h":0,"s":0,"v":100,"a":1},"oldHue":0,"rgb":{"r":255,"g":255,"b":255,"a":1},"source":"rgb"}},"bottom":{"style":"solid","width":4,"widthUnit":"px","color":{"color":{"_originalInput":{"h":0,"s":0,"v":121.5071283095723,"a":1,"source":"rgb"},"_r":255,"_g":255,"_b":255,"_a":1,"_roundA":1,"_format":"hsv","_ok":true,"_tc_id":60},"hex":"#ffffff","hsl":{"h":0,"s":0,"l":100,"a":1},"hsv":{"h":0,"s":0,"v":100,"a":1},"oldHue":0,"rgb":{"r":255,"g":255,"b":255,"a":1},"source":"rgb"}},"left":{"style":"solid","width":4,"widthUnit":"px","color":{"color":{"_originalInput":{"h":0,"s":0,"v":121.5071283095723,"a":1,"source":"rgb"},"_r":255,"_g":255,"_b":255,"_a":1,"_roundA":1,"_format":"hsv","_ok":true,"_tc_id":60},"hex":"#ffffff","hsl":{"h":0,"s":0,"l":100,"a":1},"hsv":{"h":0,"s":0,"v":100,"a":1},"oldHue":0,"rgb":{"r":255,"g":255,"b":255,"a":1},"source":"rgb"}}},"borderRadius":{"topLeft":10,"topRight":10,"bottomLeft":10,"bottomRight":10},"boxShadow":{"enabled":true,"color":{"hex":"#000000","rgb":{"r":0,"g":0,"b":0,"a":0.5}},"horizontal":-2,"vertical":8,"blur":40,"spread":-30},"cssClasses":[]}} -->
<div class="wp-block-toolset-blocks-grid-column tb-grid-column tb-grid-align-top" data-toolset-blocks-grid-column="1"><!-- wp:toolset-blocks/image {"style":{"blockAlign":"center","cssClasses":["blockquote"],"display":true},"url":"<em><u>hidden link</u></em>","id":6747} -->
<figure class="wp-block-image tb-image tb-image-media blockquote" data-toolset-blocks-image="1"><img src="<em><u>hidden link</u></em>" alt="%%tb-image-alt-text%%" class="%%tb-image-wp-image-class%%"/></figure>
<!-- /wp:toolset-blocks/image -->

<!-- wp:pullquote -->
<figure class="wp-block-pullquote"><blockquote><p>"<em>Even though I run my own business and answer to myself, I have had the privilege and honor to be contracted under North American Health Plans for almost all my insurance contracts for the past 4 years. Their techniques for helping clients get coverage are like no other company I have seen. Andy's amazing training and leadership took me from ground zero to a six-figure income in 2 years!</em>"</p><cite>- Jacquie W.</cite></blockquote></figure>
<!-- /wp:pullquote --></div>
<!-- /wp:toolset-blocks/grid-column -->

However if you're familiar with how to navigate through your MYSQL Database you can replace your homepage information with this below. I've removed the component that was causing the issue.
https://pastebin.com/40YGwjsg

If you're unsure of how to do this please let me know.

Thanks,
Shane

#2046511

I don't know how to do this. Please provide further instructions. Thank you.

#2046521

Shane
Supporter

Languages: English (English )

Timezone: America/Jamaica (GMT-05:00)

Hi Cynthia,

Given the risk of damages and corrupting of data on the site I went it and did this for you. I was able to access the database using the WP PHPMYADMIN plugin and make the change to the database table.

You should now be able to edit the page without any issues now.

Thanks,
Shane

#2046523

Fantastic. Thank you!