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Appearance, Customise not working

By Hanna, 9 years ago. Last reply by Andrew Misplon, 9 years ago.

When I upgraded to the latest version of wordpress, my header sizing went all over the place and now fills up half of my page. I have tried to do Appearance, Customise (as I am the premium theme) but my Customise page is blank. How do I fix this?

Thanks!

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  1. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Hi Hanna

    As you guessed you’d need to navigate to Appearance > Customize and check the General > Header Padding setting. The Customizer not loading is usually due to a plugin conflict. Please try temporarily de-activating all non-SiteOrigin plugins at once and re-test. If the Customizer loads you’ll then need to re-activate your plugins one by one, checking the Customizer after each activation.

    Let us know how that goes.

  2. 9 years, 5 months ago Hanna

    I tried deactivating all of the plugins, but it made no difference – and the Customise page used to work fine with all of these plugins, it has only stopped working since I did the WordPress update.

  3. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Thanks for the feedback.

    Next, check if any updates are pending at Dashboard > Updates. Run any pending updates.

    After that try checking for JS errors on the Customizer page, here is how:

    http://codex.wordpress.org/Using_Your_Browser_to_Diagnose_JavaScript_Errors#Step_3:_Diagnosis

  4. 9 years, 5 months ago Hanna

    Hi,

    I tried those things, but none of that worked and I just got this error message.
    [image: Inline images 1]

    Can you advise me on what to do next? This is really holding me up on proceeding with the website.

    Thanks so much,
    Hanna

  5. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Hi Hanna

    Checking for errors won’t do anything on its own, it’s more of a diagnosis step. The forum unfortunately doesn’t support inline images in the way you’ve tried. Sorry about the hassle. I think it would be best for us to take a look. If you could please create a temporary account at Users in WordPress and then send through the following details:

    Username
    Password
    Website address

    Please remember to click the Private Reply checkbox bottom right before sending.

    Thanks

  6. 9 years, 5 months ago Private Message - Hanna

    This is a private message.

  7. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Thanks.

    If you switch to a default theme the problem persists. Looking at the Customizer error we can see in the Customizer, this is looking like a problem with the WordPress core. Please go to Dashboard > Updates, there is an option to re-install WordPress there. Give it a try, no data will be lost.

  8. 9 years, 5 months ago Hanna

    Hi Andrew, I have reinstalled wordpress, but it’s making no difference, what should I try now?

  9. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Thanks for the effort. I’ll consult on my side and come back to you ASAP. I’m not sure what else we can suggest. If the error still occurs with a default theme activated and all plugins off and replacing your WordPress files didn’t work then I guess we could look at either:

    1. A hosting related issue.
    or
    2. A complete fresh installation of WordPress, including the database.

  10. 9 years, 5 months ago Russ Bellew

    Hi Andrew,

    I’m in the same boat. Customize worked before the latest WordPress update. Now it doesn’t work, regardless of which theme is active. I’m thinking that a short-term workaround is to just roll back WordPress a release or two, but I’ve never done this before. I found a Youtube video that explains how to roll back WordPress via FTP, and it looks fairly straightforward. Am I skating on thin ice?

    I notice that the latest WordPress release touts more functionality for Customize, so my guess is that when they tinkered with it, they broke it.

    Or should I just wait ’til they fix it?

    Regards,
    Russ

  11. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Sorry to hear you’ve run into this error too. Please could you help us out by sending through the complete JS error that is likely to display in your browser’s console on the Customizer page, here is how:

    http://codex.wordpress.org/Using_Your_Browser_to_Diagnose_JavaScript_Errors#Step_3:_Diagnosis

  12. 9 years, 5 months ago Andrew Misplon
    Hi, I Work Here

    Russ, two things you could check right away.

    1. De-activate all plugins at once and re-check the problem.
    2. Increase the PHP memory allocation to WordPress to 256:

    https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP

    There are videos on YouTube if you need a run through of the above link.

  13. 9 years, 4 months ago Hanna

    I am having huge issues with this now as nothing I seem to try is getting me anywhere and it’s really holding up going forwards with the site.
    The main reason I want to use the page is to change the size of my masthead/logo – is there another way I can get around this? I have tried to follow the instructions on other threads to change the masthead size as a non-premium vantage user, but I can’t see the css that it advises using. I’m not sure if this is because it would be different as a premium user or if I’m just missing something due to ignorance.

    Thanks again!

  14. 9 years, 4 months ago Andrew Misplon
    Hi, I Work Here

    Hi Hanna

    Please go to Dashboard > Updates and update everything. I think the problem might be that you’re running WordPress 3.9. Updating to the latest version of WP should resolve.

  15. 9 years, 4 months ago Hanna

    The whole problem arose when I updated WordPress (from 3.9 to 4.1). I've updated it again so am now running 4.2.2 but I still have exactly the same problem – the logo/masthead is obscenely huge and Appearance > Customise only provides a blank page with the little loading wheel.
    I really need this fixed, but until there is some way to get Appearance >
    Customise working, could you please at least tell me how to fix the size of the masthead so that I can continue with the rest of the site?

  16. 9 years, 4 months ago Andrew Misplon
    Hi, I Work Here

    Sure, header padding can be set from Appearance > Custom CSS by inserting:

    /* Vantage Header Padding */

header#masthead .hgroup {
padding-top: 35px;
padding-bottom: 35px;
}

    Adjust as required.

    If possible, please could we take a look. I’ll send through instructions in a sec.

  17. 9 years, 4 months ago Andrew Misplon
    Hi, I Work Here

    Hi Hanna

    Would it be possible for you to create a temporary admin account for us so we can log in and take a look? You can create the account with the following email address:

    [email protected]

    Just navigate to Users > Add New in your WordPress admin. Enter siteorigin for the username and [email protected] for the email address. Make sure you’ve selected Administrator for the role and enabled the “Send Password” field so we receive the details.

    Once we’re finished taking a look, you can delete this account. We’ll let you know when to do that.

  18. 9 years, 4 months ago Private Message - Hanna

    This is a private message.

  19. 9 years, 4 months ago Private Message - Andrew Misplon Hi, I Work Here

    This is a private message.

  20. 9 years, 4 months ago Private Message - Hanna

    This is a private message.

  21. 9 years, 4 months ago Andrew Misplon
    Hi, I Work Here

    Hi Hanna

    Please try de-activating: Password Protected plugin and instead use:

    https://wordpress.org/plugins/wp-maintenance-mode/

    Password Protected seems to be the issue.

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