“Customise” page inaccessible

Hello @lugofu

Do you think you could record a short video from your end so that I could see exactly what you’re experiencing? This would help a lot in suggesting the next diagnosis steps.

Thanks!

Hello,

Thanks for your feedback. I recorded a short video this morning to show you what the problem looks like.

I’ve tried to open the page with another browser than Chrome (Mozilla Firefox): the loading time is quite long, but the ‘Customise’ page eventually appears.

To see if the problem is with Chrome, I’ve tried to open the ‘Customise’ page of another of my sites that has Blocksy installed (and for which I’ve had no problem opening the page until now) using this browser: now the same problem appears, which leads me to believe that there may be a problem with Chrome since the latest theme updates.

What do you think?

Thanks in advance for your help,

Kind regards

Hello @lugofu

Let’s try running a clean up process on your Chrome browser, to fully confirm this isn’t a temporary caching issue.

Please clear the cookies and cache from your Chrome install for “all” time, when prompted in its settings. That should mitigate this issue.

Thanks.

Hello @cteduard,

Thank you for your feedback. Unfortunately, it’s a procedure that I’ve tried many times before and which had no effect on the problem…

Do you know of any other possible causes?

Have a nice day!

Hello @lugofu

In this case, would it be possible to send us a snapshot of the site, created with this specific plugin: https://www.ads-software.com/plugins/all-in-one-wp-migration/. It would help us re-create the setup that you have on our local machines and see what might’ve gone wrong.

Thanks!

Hello @cteduard,

Thank you for your reply. After a few more tries, I don’t think the problem is with the theme configuration or the site itself: in fact, it recurs on all the sites I’ve created with the Blocksy theme from the moment I try to open the “Customize” page on Chrome from my PC.

The “Customize” page opens fine on other browsers and… on Chrome too when I use it on my Mac.
I tried on another PC with Chrome as well, and again the problem occurs.

My hypothesis is that there was a problem with a recent update of Chrome for Windows. I uninstalled the browser completely on PC, rebooted and tried again. I’ve opened the “Customize” page a dozen times and it’s displayed correctly! I’ll see in the next few days and with other sites if the problem reappears or not, but for now it seems solved!

I’ll come back to you if I’ve made a mistake in my hypothesis and if the problem reappears.

Many thanks again for your help and availability.

Best regards

Thank you very much for letting me know, @lugofu. Yes, it is a weird situation but I’m glad that reinstalling made things budge.

I’ll stick around in case you need me.

Take care!