Page editor of the site become unusable

pachws · November 1

We have used the site for many years, but it is becoming slower and slower to edit pages. We have tried the BeBuilder, but fails to load. If we try and edit the page as we used to, it seems to take a long time to load (over 45 seconds), and refreshes 2 or 3 times during that time. Once it is up, it often freezes mid-edit and we have to start again. This is making it almost impossible to maintain the site. This is on both our live and staging sites.

I have switched to the parent theme (we use a child theme) and disabled all plugins, but this does not help.

Phil · November 2

Hey,

Please send us the WordPress dashboard and FTP access privately through the contact form, which is on the right side at https://themeforest.net/user/muffingroup#contact and we will check what might be the reason.

Notice!

Please attach a link to this forum discussion.

Sending incorrect or incomplete data will result in a longer response time.

Therefore, please ensure that the data you send are complete and correct.

Thanks

Phil · November 4

Should I check some specific page?

I opened a couple of them and they all load pretty fast:

The same with BeBuilder:

Best regards

pachws · November 4

This link shows me editing the home page. It takes over 30 seconds and refreshes several times before we are in a position to edit. https://www.loom.com/share/f67aa7103b154617ac6016163173b47a?sid=a71bd63a-1b11-465d-9263-873873e162b7

Phil · November 4

I checked that on the home page, and here are the results:

Please check if the same thing happens when you check it with another browser or in incognito mode.

Thanks

pachws · November 4

Thanks I can see it better incognito on staging, but on our live site, even in incognito the bebuilder will not load. I will send login details.

Phil · November 4

I received your new message, but after I provided login credentials, the login page reloaded with no message, and it did not pass me further. Only URL changed to this:

Are you sure that the credentials are correct?

Also, I do not see FTP credentials in your new message. Is it the same as in your previous message?

Best regards

pachws · November 5

FTP is the same for both Staging and Live. I have re-set the password and tested it, so it should now work. thanks.

pachws · November 5

I have also just seen this:

WordPress has a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

In this case, WordPress caught an error with one of your plugins, Smart Coupons for WooCommerce Pro.

First, visit your website (https://myddfai.com/) and check for any visible issues. Next, visit the page where the error was caught (https://myddfai.com/wp-admin/post.php?post=12954&action=mfn-live-builder) and check for any visible issues.

Please contact your host for assistance with investigating this issue further.

If your site appears broken and you can't access your dashboard normally, WordPress now has a special "recovery mode". This lets you safely login to your dashboard and investigate further.

https://myddfai.com/wp-login.php?action=enter_recovery_mode&rm_token=H7T3oq8GA4wCgnMcJOinBw&rm_key=aUnNaVTpDEmtzQVQVrTJZr

To keep your site safe, this link will expire in 1 day. Don't worry about that, though: a new link will be emailed to you if the error occurs again after it expires.

When seeking help with this issue, you may be asked for some of the following information:

WordPress version 6.6.2

Active theme: Myddfai Childtheme (version 1.0.0)

Current plugin: Smart Coupons for WooCommerce Pro (version 2.4.4)

PHP version 8.3.13

Error Details

=============

An error of type E_ERROR was caused in line 737 of the file /var/www/vhosts/myddfai.com/httpdocs/wp-content/plugins/wt-smart-coupon-pro/public/modules/auto_coupon/auto_coupon.php. Error message: Uncaught Error: Call to a member function __unset() on null in /var/www/vhosts/myddfai.com/httpdocs/wp-content/plugins/wt-smart-coupon-pro/public/modules/auto_coupon/auto_coupon.php:737

Stack trace:

#0 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(324): Wt_Smart_Coupon_Auto_Coupon_Public->unset_unnecessary_sessions()

#1 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()

#2 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/plugin.php(517): WP_Hook->do_action()

#3 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/functions/theme-shortcodes.php(184): do_action()

#4 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/classes/visual-builder-class.php(821): sc_thankyou_order()

#5 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/classes/visual-builder-class.php(553): MfnVisualBuilder->getEmptyItems()

#6 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/functions/admin/class-mfn-helper.php(610): MfnVisualBuilder->fieldsToJS()

#7 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/classes/visual-builder-class.php(208): Mfn_Helper::generate_bebuilder_items()

#8 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(324): MfnVisualBuilder->mfn_append_vb_footer()

#9 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()

#10 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/plugin.php(517): WP_Hook->do_action()

#11 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/visual-builder-footer.php(3): do_action()

#12 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/classes/visual-builder-class.php(1367): require_once('...')

#13 /var/www/vhosts/myddfai.com/httpdocs/wp-content/themes/betheme/visual-builder/visual-builder.php(125): MfnVisualBuilder->mfn_load_sidebar()

#14 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(324): mfnvb_init_vb()

#15 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters()

#16 /var/www/vhosts/myddfai.com/httpdocs/wp-includes/plugin.php(517): WP_Hook->do_action()

#17 /var/www/vhosts/myddfai.com/httpdocs/wp-admin/post.php(363): do_action()

#18 {main}

thrown

Phil · November 5

Thank you it works now.

I checked the loading time, and it is still not close to 45 seconds:

And yes, BeBuilder (Live) does not load, but it is because one of your active plugins.

After I disabled unsupported plugins, it loads correctly:

https://support.muffingroup.com/documentation/bundled-plugins/#compatibility

Best regards

pachws · November 5

Hi can you clarify, which plugins have you disabled?

Phil · November 5

I disabled all in bulk except the ones we support. I have sent a list of supported plugins in my previous message.

Best regards

pachws · November 6

Hi I could see BeBuilber was loading yesterday, but now i've tried to go into it again, it is just continuously loading again on our live environment.

Phil · November 6

Did you try disabling the plugins? I suggest doing that one by one to see which is the culprit.

Best regardds

pachws · November 6

It's very difficult to do that on a live woocommerce site. You list only contains 18 plugins! I've not made any changes since yesterday so it's odd it worked yesterday afternoon,a nd not again today. I has not realised you had disabled all plugins! that have us a major picking issue this morning as the picking plugging became unregistered and did not work!

I think the easiest thing I can do is switch to element or plus and a simple theme like Hello, i can then back BeTheme out all together as it's now so unstable.

Phil · November 7

I understand your frustration, but we cannot take responsibility for third-party plugins.

You can always enable Under Construction in Theme options to do the necessary testing.

There are thousands of plugins available with countless modifications and features, and it is simply impossible to test and support all of them. That is why we created the list of supported plugins.

Also, in our documentation, you can read:

So, you should contact the plugin's author, whose plugin is the root cause, instead.

Best regards

pachws · November 23

I would like to formally express my dissatisfaction with the handling of our website during your recent intervention. I entrusted you with access to our staging/development site, yet you chose to disable all plugins directly on our LIVE e-commerce site, causing significant disruption to our operations.

While the plugins were later re-enabled, many lost their configurations, resulting in extensive damage:

1. Picking System Disruption: The key had to be reassigned, halting our ability to pick or dispatch orders until the issue was resolved.

2. Cleared Shortcodes: These, which are crucial for product descriptions, safety warnings, and ingredients, were completely wiped. Customers were left without vital product details.

3. Klaviyo Integration: The connection was reset, preventing marketing data from being passed across until manually re-established.

4. Gift Wrap Options: All options were lost and had to be painstakingly recreated.

I ultimately hired a developer, who resolved the specific issue with your page builder within 20 minutes—without disabling a single plugin. This starkly highlights the unnecessary and unprofessional approach taken, which has caused a loss of time, functionality, and potential revenue for our business.

This experience has severely impacted my trust in your services, and I am requesting an explanation as to why such actions were taken without due care for the consequences.

Phil · November 25

I want to start by sincerely apologizing for the inconvenience and disruption caused during our recent intervention on your website. I understand how frustrating and damaging this experience must have been for your business, and I deeply regret the impact it has had. Please allow me to explain the reasoning behind our actions and address the points you’ve raised.

As you mentioned, the issue you were experiencing was present on your staging or development site. This left us no choice but to perform our investigation directly on the LIVE environment where the problem occurred. This approach is not taken lightly, but in cases where issues are environment-specific, it becomes necessary to isolate and troubleshoot the root cause effectively.

Disabling and re-enabling plugins is a standard diagnostic step to identify potential conflicts or misconfigurations. Under normal circumstances, this action does not result in losing plugin settings or functionality. It is intended to allow us to systematically rule out potential causes of an issue. Unfortunately, in this instance, the plugins did not behave as expected upon reactivation, which led to the loss of configurations. This was highly unusual and unpredictable. I assure you that if there were any indications that this outcome was likely, I would have taken additional precautions to mitigate the risk.

This experience has highlighted the need for us to further review and enhance our procedures for working on LIVE environments, especially when unforeseen outcomes like these are possible. I take full responsibility for ensuring that our approach minimizes risk in the future.

Once again, I deeply regret the distress and additional effort this has caused you. I appreciate your detailed feedback and the opportunity to address your concerns. If there is any further way I can assist in resolving lingering issues or rebuilding trust in our services, please do not hesitate to reach out.

Best regards

Page editor of the site become unusable

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