Viewing 6 posts - 1 through 6 (of 6 total)
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  • March 30, 2021 at 12:16 am #1291185
    mgyura

    We have a client whose builder is disappearing when she goes to edit a page. We cannot reproduce the error. The builder will load for a split second then disappear. We are at a complete loss. We have other sites using the same theme and same plug-ins who haven’t experienced the issue. I’d be happy to set you up with temporary admin access if you can give me an email to use.

    April 1, 2021 at 1:36 pm #1291777
    Rikard

    Hey mgyura,

    Please send us a temporary WordPress admin login and login URL so that we can have a closer look. You can post the details in the Private Content section of your reply. You can use any email, just remember to post the login details in private, so that they are available to all moderators.

    Best regards,
    Rikard

    April 1, 2021 at 6:00 pm #1291855
    mgyura

    The issue seems to be user-based. We’ve made some changes to the security level and cache methods, sent the client a temporary test log-in, and she was able to edit using that. However, we can’t reproduce her specific issue and why it wasn’t working with her user account to begin with. She’s an admin, so there’s nothing there that should be messing around with things. We also haven’t had any reports from other clients on Enfold. It’s very strange.

    April 4, 2021 at 10:48 pm #1292375
    Mike

    Hi,
    Thank you for your patience, I did not use the login provided because it sounded like a one-time issue with an isolated account that it sounded like you didn’t want to mess with too much, if I’m reading your reply correctly. I have not seen any other issues like this recently, but I do recall one admin login a few years back on a site that was using a user profile security plugin that was only on one admin login and not on the support admin login for us to check with or on the other admin login the developer was using, so after a few days of testing the developer decided to give the client a new admin login and the issue never re-occurred.
    I don’t think it was ever pinned on the plugin or the theme as it was really strange, I don’t know if this helps, but I was reminded of this.

    Best regards,
    Mike

    April 5, 2021 at 9:21 pm #1292608
    mgyura

    Thanks, Mike. Yeah, we aren’t running any plug-ins like that, but we’ve done the same thing – created a new account for the user and hoping that fixes things. Thank you so much for your help!

    April 6, 2021 at 11:13 am #1292730
    Mike

    Hi,
    Very good then, we will go ahead and close this thread then, but if you do have the issue again and are able to recreate it in a way that we can investigate it we will be happy to assist. At that time please create a new thread, thank you.

    Best regards,
    Mike

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Viewing 6 posts - 1 through 6 (of 6 total)
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