BeBuilder gets stuck on the "Loading builder..." screen
Dear BeTheme Support Team,
After updating both WordPress and the BeTheme to their latest versions, I've encountered an issue where BeBuilder fails to load. When I attempt to edit a page using BeBuilder, it gets stuck on the "Loading builder..." screen, and no further progress occurs.
Troubleshooting Steps Taken:
- Deactivated all plugins to rule out conflicts.
- Cleared browser and site caches.
Despite these efforts, the issue persists.
Additional Information:
WordPress Version: 6.8
BeTheme Version: 28.0.5
PHP Version 8.1.31
PHP Memory Limit 3 GB
PHP Time Limit 480
PHP Max Input Vars 5000
cURL O.K.
DOMDocument O.K.
ZipArchive O.K.
Uploads folder writable O.K.
Could you please assist me in resolving this issue? If you require any further information or access credentials, feel free to let me know.
Thank you for your time and support.
Comments
Hi,
I have the exact same issue. Peculiarly enough, it happens only with one of the pages on that site. I've also tried all the different remedies suggested on the other posts I could find but to no avail.
It would be a pity to lose all that work, so getting this fixed would be highly appreciated. My page in question is currently in draft mode. For what it's worth, the only "fancy" thing on that page is the 'hotspot' element.
Look forward to the BeTheme support living up to its reputation.
As a side note for the BeTheme support, it would be handy to have a button here on the forum for indicating that "I have the same problem". It would also feel less like "hijacking" someone else's post, in this case @travmatikcom's.
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.
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Therefore, please ensure that the data you send are complete and correct.
Thanks
done
Sorry, but we haven't received a message from you yet.
Please check your mail inbox for our response. Look also inside the spam folder.
If you don't have any message from us, please send your login credentials again.
Ensure you sent all the required information mentioned in the previous message.
Thanks
1) I can't find the email from you — which address should it come from?
2) I created a separate login and password so that you could access the site. While testing the login, I noticed that the issue I described does occur with the newly created user. It's possible that something went wrong with the permissions after the theme update. Both users are administrators, but the new user (created after the theme update) doesn’t have the issue. When I log in with the old user — the issue is still there.
@aslaksuopanki try to create new admin user, maybe it can help you to ...
Hi,
Thanks for the tip, @travmatikcom. I also created new admin credentials for the Muffin Group support purposes, but unfortunately it didn't seem to do the trick for me. :(
@Phil, I have also sent you the requested info and credentials as instructed on the 18th, and I'm confident that you'll get to the bottom of this.
@travmatikcom I checked it, and BeBuilder loads correctly:
Does it happen on a particular page, or should I proceed with any particular steps?
@aslaksuopanki
Please check it. I used CSS update tool from Betheme -> Tools, and the page you mentioned loads correctly:
Best regards
Thank you! As I mentioned earlier, everything works with the new admin account I created so you could log in. For some unknown reason, it didn’t work with my main administrator account.
Sorry, I thought that it was your main account.
If you still want us to check that, please send access to it.
Thanks
done
We have corrected it on your website, and the fix for it will also be included in the upcoming update.
Best regards
Hi Phil,
Thanks! I can confirm that I can now again access that page with the BeBuilder. However, I noticed that the lines of the hotspots are not visible anymore. I can get them back by adjusting the line offset values, but for some reason they disappear again if I exit the Bebuilder and come back, or if I publish that page. And I naturally saved my changes before doing either of those two actions, as well as purged the cache.
The same happens if I add a new hotspot element. So, apparently fixing one thing with that CSS update tool has somewhat crippled the hotspot functionality?
I have the same issue and i opened a ticket with BE to find out what the fix is.
We are checking that.
I have answered you in the separate topic you created.
Best regards
We have corrected the hotspot. Please check it out.
Best regards
Hi Phil,
I can confirm that it works again, thanks!