Hi,
I have a problem with the visual editor, text and html custom widgets. When i add a simple link to a word or text, for example “#”, the page became all blank. If i move the visual editor down, all work fine.
Can you help me please?
link: https://www.mudec.it/eng/permanent-collection-2021-3/
link tag on visual editor creates blank page
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Hi, thanks for reaching out.
If possible, please, take a screenshot when the issue occurs. You can upload screenshots to imgur.com or any sharing site like Dropbox and send us the link.
Thanks again.
Hi, here you have a link with the screenshots: https://we.tl/t-BhSiQjzpUU
The problem occurs when i put the visual editor, custom html or text with an tag like i did into the screen 1.
If i put the visual editor like i did into the screen 2, everything works fine.
link tag*
Thanks for the screenshots.
To confirm, the issue is happening with custom text OR a Shortcodes Ultimate shortcode? So not just with a SU shortcode?
When the issue occurs, please, try checking for console errors in red text on both the site front-end and while editing the page. Here is how https://wordpress.org/support/article/using-your-browser-to-diagnose-javascript-errors/#step-3-diagnosis.
If you are able to check error logs too, that would be helpful: https://www.wpbeginner.com/wp-tutorials/how-to-set-up-wordpress-error-logs-in-wp-config/.
the issue is happening with these widgets: custom html, text and visual editor
i followed the steps from both the links and i can’t see any error on devtools and i can’t find the devug.log file
Thanks for trying. If a debug.log file isn’t being printed to the wp-content file then errors aren’t being produced. If there isn’t red text printed to the console then there are JavaScript errors on the page.
As a quick test, you could try the Editor Widget to see if the issue is persisting. The Editor Widget is our version of the Visual Editor.
I’ve tried the Editor Widget and the result is the same
Thanks for testing the SiteOrigin Editor Widget. When able, please, try a quick plugin conflict test. The goal is to find a working baseline.
* Temporarily deactivate all plugins except for Page Builder by SiteOrigin and the SiteOrigin Widgets Bundle.
* Create a new page for testing. Insert an Editor Widget with text. Does the issue occur in this state?
* If the issue is persisting in the above state, temporarily change to a default theme like Twenty Nineteen. Does the issue persist with only Page Builder, Widgets Bundle and Twenty Nineteen?
Hi, i couldn’t do that on the original site, so i’ve created a staging site and did what you said.
“Temporarily deactivate all plugins except for Page Builder by SiteOrigin and the SiteOrigin Widgets Bundle”: didn’t work
“temporarily change to a default theme like Twenty seventeen”: worked but i can’t see anymore the pagebuilder when i’m editing the page
Hi, thanks for the update. I’m glad to hear you were able to set up a staging site for testing purposes. When all plugins are deactivated except for Page Builder and the Widgets Bundle and you have Twenty Seventeen activated, please, could you send a screenshot of the page while editing? You could upload to imgur.com or Drive/Dropbox etc. and share the link. Thanks again.
here it is the link: https://we.tl/t-0L9giGr5He
Thanks. If Page Builder is definitely activated in the Plugins list then, please, check the console, are there errors printed in red text? Here is how to check https://wordpress.org/support/article/using-your-browser-to-diagnose-javascript-errors/#step-3-diagnosis.
Hi, there’re still not errors printed in red text(with both themes)
Hi. In your screenshot above, is Page Builder displayed just as a meta box below the normal editor?
If possible, please, send a link to the page in your screenshot on the staging site. Thanks!
Yes it is
here it is the link: http://eventiwp-staging.ilsole24ore.com/partner24oreavvocati/prova-mudec/
Hi Boghi
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:
Private Snippet
Just navigate to UsersAdd New in your WordPress admin. Enter siteorigin for the username and Private Snippet 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.
Hi Andrew, unfortunately that’s a client site so i’m not sure i can create a temporary admin account for you. What do you think about a google meet where i share the screen with you and take a look together?
We usually only login as part of our premium support offering. This is due to resource limitations. Please, can you send me a screenshot of the plug-ins page showing page builder’s activation status and version number,
thanks. Please could you also try creating a new page to see if page builder is working there. Thanks.
I wanted to take the screenshot and realized that the plugin automatically activates/deactivate when switching themes, so I activated it manually and now it’s working with the Twenty Seventeen theme.
The version of the page builder is 2.5.16
Thanks. In this state, does the original issue occur?
“I have a problem with the visual editor, text and html custom widgets. When i add a simple link to a word or text, for example “#”, the page became all blank. ”
To confirm, this state is a default theme with only Page Builder activated. You can also activate the Widgets Bundle for this test OR Black Studio TinyMCE if you were using that.
With the default theme with Page Builder, Widgets Bundle and Black Studio TinyMCE activated, the original issue doesn’t occur. When i switch back to the other theme, the issue occurs again.
Thanks, that’s some progress.
Without errors presenting in the browser console or PHP error logs the testing now gets a bit tricky. Is this a custom theme?
It has some customisations (it’s a child theme), but it’s a regular theme. The name of the theme is Slavia and is made by jewelleries.co / grujicic & pintar
I’ve tried to use the original one, but the result is the same.
What I would do in this position is I’d replicate the issue in a local host environment so I could easily and quickly test.
* Main theme, not the child.
* Page Builder.
* No other plugins, you could use the Custom HTML Widget to replicate the issue.
Once you’ve replicated the issue I’d start cutting away from the main/parent theme. Stripping away large sections of functionality from the functions.php and related files and then testing for the issue. Essentially trying to do the same thing we’ve done above, find a working baseline.
Hi Andrew, why should i do that in local host and not in stage?
You can work in staging for sure…maybe from the Appearance > Theme Editor or via FTP. Localhost would be faster in my mind but everyone has their preferred workflows and methods so yeah, just a suggestion.