When I edit a page, the editor comes up blank. I already tried disabling non-SiteOrigin plugins, clearing the cache, changing to another theme, and disabling CONCATENATE_SCRIPTS.
Site: www.justforcanadiandoctors.com
WordPress 5.0.3 running Twenty Sixteen theme
Hi Charles
Thanks for reaching out.
If you’re still working through this problem, please try checking the JavaScript console when the issue occurs, there should be errors displayed there. Here is how. You could then send us a screenshot of those errors using a site like https://imgur.com/upload/.
It’s also worth enabling
WP_DEBUG: https://codex.wordpress.org/WP_DEBUG.Console screenshot: https://imgur.com/a/mobmPG0
After enabling WP_DEBUG, screenshot: https://imgur.com/a/e66UWjF
Hi Charles,
That’s strange. It looks like the server you’re on, for whatever reason, is closing the connection. Does this issue happen with all SiteOrigin Editor widgets or just a few?
if this issue affects only a few SiteOrigin Editor widgets on your website, it’s possible there’s something added to those SiteOrigin Editor widgets that are being blocked by your hosting provider. Please reach out to your hosting provider and ask if they have something like mod_security enabled and if so, are you getting blocked by it?
If this issue is happening for all SiteOrigin Editor widgets, would it be possible for you to create a temporary admin account for us so we can log in and take a look?
This is a private message.
Created.
This is a private message.
Hi Charles,
Thanks. Would it be possible for me to create a backup of your website for testing? I ask as I experienced a few database connection issues while navigating around your plugins and pages so I suspect this may be happening as a result of the server you’re on having issues.
Go ahead.
Hi Charles,
Thanks. I can’t actually run a backup as your website keeps suffering database connection issues. Due to how consistent this is happening, I strongly feel this is related to the issue you’re facing. Please reach out to your hosting provider and ask about stability issues with your database.
This is what our hosting company, YourWebHosting, had to say (in italics):
I can understand how important updating plugin/themes and content is for your business website. We have been informed that you are experiencing the issue while trying to update plugins through dashboard and getting database connection.
I could see that you have updated the WordPress application to the latest version v5.0.3. We have received contacts during initial days of WordPress got upgraded to 5.x regarding the same issue from few of our customers’ and it was causing because of databases exceeding concurrent connection limit. However, we have increased the number of concurrent connections limit for MySQL database from 10 to 20. So, we assure that currently there is no issues with our MySQL server.
It seems to be that some activated plugin or theme you are using may not be compatible with latest version of WordPress or broken and establishing huge concurrent connections to the database. Thus, you are experiencing the issue while trying to update anything through the WordPress dashboard. In this situation, I would recommend you to check by re-installing plugins on your website. Otherwise, please contact the WordPress application vendor or any WordPress web developer for further assistance.
Please feel free to reply to this email if you have any further questions, we are happy to help you.
I also tried loading the website and database on another host, MediaTemple. The editor still comes up blank. Can you log in and check our website, IP is 216.70.123.107 ? edit your hosts file.
Hi Charles,
We don’t make any direct connections to the database but we do save post meta upon updating the post. This typically won’t make a new connection and instead using an existing connection. If this issue is still occurring after trying a different hosting provider, the issue is (as your hosting provider stated) something on your website. I would try reinstalling all of your plugins to rule out an issue with a plugin incorrectly installed – this can sometimes happen in WordPress, it’s quite rare though.
I’ve disabled all plugins except Page Builder by SiteOrigin and tried downgrading the plugin files to 2.9.3. I still get same problem. Versions 2.9.2 and older doesn’t show the Edit and Duplicate links anymore. I get Access Denied inside the SiteOrigin editor. How do I find what is being denied?
Hi Charles
Thanks for the effort. We’ve ticked off the easy methods of finding a working baseline. Please, can you see if you can access your PHP error logs? Try Googling your hosting name + error logs. Sometimes they’re easy to access, if not, hosting support can often help retrieve them. Ideally, we need a distinct error to diagnose the problem.
Hi again, I chatted with the team further and we think this might be a mod_security issue. Content within an Editor widget breaches a security rule causing the connection to be blocked. Please, can you ask your hosts to check the mod_security logs and if there are entries related to Page Builder (SiteOrigin Panels), please could they make adjustments as required.
The only ModSecurity errors they see are:
[Wed Feb 13 14:49:15 2019] [error] [client 206.116.245.192] ModSecurity: Warning. Match of “rx ^POST$” against “REQUEST_METHOD” required. [file “/etc/apache2/mod_security/custom/wpbrute.conf”] [line “15”] [hostname “www.justforcanadiandoctors.com”] [uri “/wp-login.php”] [unique_id “XGSe6thGexQAAFJUeLUAAAAp”]
Thanks.
Unfortunately, this log relates to the WordPress login page.
Can you perhaps show your hosts the widget screenshot where the connection is being denied and ask them to check error logs to see if they can change any rules to stop that connection being blocked?
In addition to the above, you can also try testing to see if the issue occurs with a new SiteOrigin Editor in a new test page.