Brizy editors keeps loading

B.j. Cbrtg

• September 06, 2023 12:06

I run an agency and have successfully build many sites with Brizy. I have a little nephew who is 12 and is really into making his own websites. I gave him a website with a brizy license to play with. He made some awesome progress, however his website has run into a problem I cannot fix/diagnose.

When he tries to edit a page with brizy, it just keeps hanging on the spinning icon animation.

Things I’ve tried:

Tried restoring a backup from 7 days earlier when everything still worked

Tried disabling all other plugins

Tried switching to a default theme

There are no errors on the webserver log

There is no WAF installed

Looking at the server logs, it keeps hanging at the request for /wp-admin/admin-ajax.php

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  Ariel H.

  • September 06, 2023 12:27

  Hi,

  Thank you for reaching out to us.

  It's truly remarkable that your young nephew has started building websites at such a young age. You must be very proud!

  Regarding the issue you're experiencing, it would be helpful to determine if the problem persists when using a different browser. This will help us narrow down the potential causes.

  If the issue persists regardless of the browser used, it is likely that a security software on your server is causing the issue. To resolve this problem, please follow these steps:

  1. Log into your hosting provider account and access your server management system (e.g., cPanel).
  2. Check if any of the following security software is enabled and temporarily disable them one at a time:
     - Security system
     - Malware protection
     - Firewall
     - DDOS protection

  After disabling each security software, test if the issue persists. This process will help identify the software that is causing the interference.

  3. Additionally, verify if you have installed a security plugin for your website. Deactivate the plugin and check if the error disappears.

  Once you have identified the software causing the issue, contact your hosting company for guidance. They can assist you in relaxing the security restrictions to allow you to edit your pages with Brizy while maintaining the necessary security measures.

  Please try this and let me know how it goes.

  Kind regards,
  Ariel H.

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  B.j. Cbrtg

  • September 07, 2023 09:28

  Hi Ariel, thanks for you reply. I have checked #1 and #2 and I can confirm there are is no security tooling blocking the request. Additionally I made a ticket with the hosting company and they also confirmed no tooling from their hosting environment is blocking anything. #3 is not applicable, there is no sec plugin installed.

  What are the next steps?

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  Ariel H.

  • September 07, 2023 09:55

  Hi,

  Thank you for the update.

  This is something we would like to investigate from your dashboard. Could you please provide us with the WordPress credentials, so we can look into this issue further? Please add us as a user to your WordPress Dashboard and send the following details to: communitysupport@brizy.io

  Community Post link: https://support.brizy.io/hc/en-us/community/posts/13541210958738
  WordPress Admin URL:
  Username:
  Password:

  Please make a full backup of your website as a precaution.

  Best regards,
  Ariel H.

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  B.j. Cbrtg

  • September 07, 2023 10:33

  Thanks Ariel, I've sent the requested login details and made a backup.

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  Ariel H.

  • September 07, 2023 11:49

  Hi,

  Thank you for your cooperation. Unfortunately, I have been unable to identify the root cause of this problem.

   I have created a private ticket and escalated it to one of my colleagues for a thorough investigation. You can expect a response from them as soon as possible.

  Best regards, 
  Ariel H

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