Editor can not view page lay out

Hi,

Thank you for the inquiry.

The previous editor account seems to be invalid or it doesn’t exist anymore. Could you provide another editor account so that we can check the issue? Did you create the account as you would normally when creating a new user, or did you use a third party plugin?

Best regards,
Ismael

Hi Cecile,

You are not running PHP 7.3 on the server, please see screenshots in private. I’m not sure if that is what is causing the problem on your site, but I can’t reproduce it on a local installation, that means it’s likely something local to your site.

Would it be ok if we could deactivate plugin temporarily for debugging purposes? You might also want to change the site URL and location to https on the page in private, as you are getting some error messages related to that on the backend.

Could you activate the Appearance->Theme editor as well, since we want to check what is in your child theme. If you can’t do that then please share FTP login details in private with us as well.

Best regards,
Rikard

Hi Cecile,

Your site is still running PHP 7.0.33, that version is not supported by WordPress so please upgrade it to 7.2 or higher. You haven’t changed the site location and URL to https either, please try that out.

I tried deactivating all plugins but that didn’t make any difference unfortunately. The functions.php file in your child theme is empty except for the function to activate debug mode, so I don’t think the child is the problem, but you could try to activate the parent theme just to make sure.

Best regards,
Rikard

Hi Cecile,

Thanks for the update. I see the same thing when editing a page using the editor user as yesterday; the layouts simply don’t load, but everything else works on my end. Your site is still running PHP 7.0.33, aren’t you able to set the PHP version yourself? If you have asked your hosting provider to do it for you then they don’t seem to be doing much? We can’t be sure that the PHP version is the problem, but we have to make sure of course.

This is a long shot, but you can try it out if you like; please install this plugin: https://wordpress.org/plugins/transients-manager/, and clear all WordPress transients using it, to see if that changes anything.

Best regards,
Rikard

Hey,

1- I edited the user (https://kriesi.at/support/topic/editor-can-not-view-page-lay-out/#post-1241140) and unchecked “Disable the visual editor when writing” so now you can toggle between “Visual” and “Text” tabs.

2- Could you please contact your hosting provider and ask them to enable mbstring? It seems to be disabled at the moment.

Regards,
Yigit

Hi,

Sorry for the late response. Did you remove the editor account that we asked previously? It seems to be not working anymore. Please activate the account again, or create another account with the editor role so that we could check the issue properly. (see private field)

Best regards,
Ismael

Hi,

Unfortunately, we are still not sure why the ALB elements do not show up when using an editor account. Is there a staging or development version of the site? We would like to further check the issue there if possible. Please post the WP and FTP credentials in the private field.

Thank you for your patience.

Best regards,
Ismael

Hey!

Thank you for the info.

According to one of our developers, the issue might have something to do with the security plugin which might be causing the AJAX call or function to fail. This error occurs when we try to open an element using an editor account.

Er is een fout opgetreden – Het lijkt er op dat u niet langer bent ingelogd. Ververs de pagina en probeer het opnieuw a.u.b.

Can we deactivate the plugins temporarily while checking the issue?

Best regards,
Ismael