Can’t use templates

@droyed thanks for getting in touch. Sorry to hear you are having issues selecting a template to use. To help you further could you please provide the following information:

1. Your Site Health information or You can share privately if you prefer via this form.
2. What happens if you try to select a template or is there no way to select for you?
3. Do you see any console errors in your browser when trying to select a template?

Please let me know if you have any further questions.

• This reply was modified 3 years, 3 months ago by Adam Dunnage.

Hi Adam @adamdunnage

Thanks for the message. I have filled and sent the form.

I’m able to view the “Explore Templates” page, but cannot click on any of the templates. I have tried both the “See details” and “Use template” buttons (the buttons that come up when I hover over the templates), but nothing happens.

Nope, I don’t seem to see any console errors in the browser.

Please advise. Thanks.

@droyed thanks for providing the information. This sounds like it could be a plugin conflict. I have tried myself with some of your active plugins but may not have the same settings so it would be helpful if you could run through the steps below to try and identify a culprit.

Use the Health Check & Troubleshooting plugin and enable its troubleshooting mode. This mode disables active plugins and switches to a default theme safely because it only affects the experience of the logged-in user.

• Please enable the Web Stories plugin and let me know if you still get the issue.
• Enable plugins and your theme one by one in this mode may help pinpoint if something else is involved.
• Note you can disable troubleshooting mode from the plugins page.

Please let me know if you have any further questions.

Hi Adam @adamdunnage

Thanks again for your message.

So, I downloaded the Health Check & Troubleshooting plugin >> enabled troubleshooting mode >> enabled Web Stories plugin >> am still getting the same issue. All the other plugins are inactive right now.

Please advise.

Could you please try accessing your site and Web Stories through a Chrome Incognito browser and let me know if you get the same issue with viewing the templates?

Hi Adam @adamdunnage

I have tried doing this through the Chrome Incognito browser and it is the same result ??

Please see here:

https://prnt.sc/23ujofq

https://filebin.net/bfanjwwv3jflb55o

Please advise.

@droyed thank you for trying this and for your patience. This could be a a block from your hosting provider so could you please provide the following:

1. Who is your hosting provider?
2. Can you check does the same occur if you temporarily deactivate security or any other hosting firewalls?
3. Do you have access to the PHP error/ WP DEBUG logs?

Temporarily setting define( ‘WP_DEBUG’, true ); and define( ‘WP_DEBUG_DISPLAY’, true ); in your wp-config.php file should show you an additional error message that can help us track down the issue.

You can reach out to your hosting provider if you’re unable to edit that file directly or need their help to provide the server logs.

Hi Adam @adamdunnage

No worries. I should thank you for trying to help me out ????

My hosting provider is dreamhost. I do not have access to the files you stated. Also, the last two paragraphs you mentioned went over my head ??

I will try to contact my hosting provider and see if they can assist.

Is there anything else I should do in the meantime?

@droyed You are more than welcome. Okay it looks like we may have had this issue previous which was also on a dreamhost website which you can find here.

DreamHost uses the HTTP response code 418 and if you see this response codes in your access.log files (also in your browser console error), it means that the request was blocked by mod_security.

You can disable the
extra web security setting on Dreamhost, and after a few minutes you should be able to use Web Stories templates. For further questions about this setting, you should contact your hosting provider.

Hope this works for you and please do let me know how you get on with this.

Hi Adam @adamdunnage

Thanks for this. I will get in touch with the hosting provider.

I will keep you posted.

Thanks again!

@droyed yes please do and no problem at all.

I’m also facing this problem in DreamHost. Plz Help me!

@seriesmaza If you’d like to open a new support topic we’d be happy to assist with your case individually. Thank you!