[Resolved] Elements Editor not opening as expected

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  • This topic has 4 replies, 2 voices, and was last updated 1 month ago by David.
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  • #1420397
    Gary

    Hi guys,

    have a strange issue. We have staging and production version of the same site – https://neurolanguagecoachnetwork.com and https://stage.neurolanguagecoachnetwork.com

    The sites are mirror images of each other, same plugins, same versions of everything – with the most recent wordpress (5.5).

    On the staging site we are able to click Appearance > Elements > Add New Element and get the pop up that then allows us to choose hook before going into the editor.

    On the production site, when we click Appearance > Elements > Add New Element – no pop up appears, we don’t get the chance to select hook and are taken immediately into a block editor which looks like a normal page/post editor. The links for Display Rules and Internal notes are at the bottom of the screen but they are not clickable.

    I’m reluctant to start turning off plugins on the live site as we have members on there all the time – especially as the staging site has the exact same set up and we’re not getting the same issue.

    Any thoughts on what the culprit might be?

    Many thanks 🙂

    #1420602
    David
    Staff
    Customer Support

    Hi there,

    any issues or differences displayed in the Tools > Site Health ?

    #1420678
    Gary

    Hi David,

    It’s a membership site with over 700 members so the site health tool on the production site is stuck getting results from Directories and Sizes. I can’t get results from it and not sure how to fix that.

    #1420756
    Gary

    Hi David,

    Thank for your help – pointing me towards looking at site health showed that there was deeper issue somewhere.

    It’s now fixed and I can see the Elements editor as expected.

    Not sure why we have had to do this but we’ve had to disable all the plugins on the production site, temporarily use a default htaccess file, reinstall our GP child theme and then reactivate the plugins one by one. Everything is reinstated and working as normal. We updated to WP 5.5 earlier today so not sure if that has caused some issues somewhere.

    Anyway, thank you for your help 🙂

    #1420780
    David
    Staff
    Customer Support

    Tom suggested New Relic for monitoring and troubleshooting issues:

    https://newrelic.com

    May be of help in the future.

    Glad to hear you found the issue and got it resolved.

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