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12 comments

Date Votes
  • KC George

    Hi Nick,

    We apologize for the inconvenience. The looping pre-loader normally indicates that a software in your hosting server environment is interfering with Brizy editing. Such software are know to flag a legitimate request from Brizy as a potential threat and block it.  To fix the problem, please sign in into your Dreamhost hosting account and check if any of these software are enabled on your account

    1. Malware Remover
    2. Mod_security
    3. Lua-resty-waf Firewall

    Disable one software at a time and check if the problem persists. Once you identify the interfering software, relax the security restrictions to allow Brizy editing, in consultation with your hosting company.

    Please contact us again if you need assistance in identifying the interfering software. We will require access to your WordPress Dashboard to troubleshoot this for you.

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  • Nick France

    I disabled my Malware remover and that did not fix the issue.

    Here's some of the transcript with DreamHost support:

    [10:41:36] Juan V: Hello thanks for using DreamHost LiveChat my name is Juan V! I'll be happy to assist you. One moment while I pull up your account.
    [10:42:36] Juan V: Do not think that it is related with the malware removed.
    [10:43:09] Juan V: remover, most likely is related with the apace mod_sec perhaps do you know the IPS of Brizy to check into the logs
    [10:43:41] Nick France (nicfra30): brizy.io
    [10:44:06] Nick France (nicfra30): I do not know the IPS
    [10:45:31] Juan V: We would need to check the logs and make sure that the requests being blocked are legit and not coming from a malicious end.
    [10:46:18] Nick France (nicfra30): I don'r know how to obtain them.
    [10:46:27] Nick France (nicfra30): don't
    [10:47:32] Nick France (nicfra30): Can we suspend the Malware Remover and see if this fixes the issue?
    [10:50:16] Juan V: Allow me to have a look. Please bear with me.
    [10:50:31] Nick France (nicfra30): Okay, thanks.
    [10:51:24] Juan V: http://nickfrancedesign.com/ has been edited as you have requested!

    Your changes should take effect within 5-10 minutes.
    [10:54:54] Juan V: You could test the site now
    [10:57:01] Nick France (nicfra30): Testing
    [10:58:15] Nick France (nicfra30): Visitor uploaded: Screenshot-2023-03-13-at-1.57.51-PM.png
    URL: https://v2uploads.zopim.io/4/8/Q/48Qbbx2RDUhgQbzIgUlRhYhlNYdCjmAn/0547663981706cae700af3d57537f939978e256b.png
    Type: image/png
    Size: 15241
    [10:58:45] Nick France (nicfra30): Still looping. No difference. Not the Malware Remover.
    [10:59:41] Juan V: I disable the mod_security first we can test now with the malware remover.
    [10:59:58] Nick France (nicfra30): Which logs exactly do you need to see?
    [11:00:25] Nick France (nicfra30): Okay
    [11:00:41] Juan V: We need the IP to check our server logs
    [11:00:56] Juan V: please remove the dreamshield so you can test without it

    [11:08:04] Nick France (nicfra30): I removed DreamShield and tested the page builder. No difference still looping.

    [Mon Mar 13 11:04:54.413115 2023] [fcgid:warn] [pid 420383:tid 140159571961600] [client 67.205.17.139:50288] mod_fcgid: stderr: Cron reschedule event error for hook: brizy-cloud-synchronize, Error code: invalid_schedule, Error message: Event schedule does not exist., Data: {"schedule":"5minute","args":[],"interval":300}, referer: https://nickfrancedesign.com/wp-cron.php?doing_wp_cron=1678730694.2511720657348632812500
    [11:13:56] Juan V: however all of our firewalls are currently disable and does not seem to be related with it

    [11:18:46] info: William has joined the chat
    [11:18:48] William: Hi there! I'm William, and I'll continue this chat from here, as it appears the previous rep needs to disconnect for a moment. Allow me a bit to catch up.
    [11:18:53] info:
    [11:18:55] info: Juan V has left the chat
    [11:19:57] Nick France (nicfra30): Okay
    [11:22:07] William: A few more minutes, please.
    [11:27:49] William: Thank you for waiting. I see the Brizzy report also mentioned Lua-resty-waf Firewall, wlthough that's not provided by DreamHost. Is that included in one of your plugins?
    [11:30:25] Nick France (nicfra30): I have no idea, but I deactivated every plugin and nothing helped so I bought it.
    [11:30:35] Nick France (nicfra30): doubt
    [11:30:48] Nick France (nicfra30): I doubt it
    [11:31:12] Nick France (nicfra30): I also changed my theme and no help.

     

    Beyond this, they couldn't help me... What now?

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  • Ariel H.

    Hi Nick,

    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 if you need assistance with this. Please send the following details to:  arielh01@proton.me

    Community Post link: https://support.brizy.io/hc/en-us/community/posts/13645944602641
    WordPress Admin URL: 
    Username
    Password

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

    Best regards,
    Ariel H.

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  • Nick France

    Ariel,

    I sent credentials to the email you provided above, did you receive them?

    Thanks,
    Nick

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  • Ariel H.

    Hi Nick,

     
    Thank you for your cooperation.
     
    Upon checking, these errors show in developer tools when attempting to edit your pages.
    "Refused to frame" error is often associated with the X-Frame-Options header.
    This means that your server is sending the header X-Frame-Options with the value DENY, which prevents loading this site in an iframe. The server must send at least the value SAMEORIGIN. 
     
    As much as we wanted to help, this issue is more related to your server settings.  To fix it, please contact your  hosting provider and ask them to change these values. 
     
    If you have any further questions, please let us know.
     
    Best regards,
    Ariel H.
     
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  • Nick France

    Ariel,

    I will send this request to my hosting provider. I'll let you know if it resolves my issue.

    Thank you for your help,
    Nick

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  • Nick France

    We made the change and it did not resolve the issue. This just happened out of the blue, and now I cannot edit my site. As a business, this is hurting us. We need to edit the site. 

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  • Ariel H.

    Ni Nick,

    Sorry that you're having a hard time with this issue.

    I suggest that you escalate this issue to one of their server engineers, unfortunately, this issue is beyond the scope of our support.
    The error is visible in the console, which only they can fix:  https://prnt.sc/pWZtwMKmOwyJ
    To confirm this issue, you can try to back up your site in a local testing environment or another server, or allow me to back up your site and run it on a staging server that I manage. My intention is to prove that the issue you are currently experiencing is caused by your server, and not by Brizy.
    In addition, we also found errors related to your theme.

    I am looking forward to your response.

    Best regards,
    Ariel H.

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  • Joshua Rossi
    • Edited

    This is happening to me. It is so frustrating!! Brizy is working for my other sites, but not my new one. I deleted all the plugins and reinstalled them..... nothing. 

    Uncaught SyntaxError: Invalid or unexpected token (at editor.js:1:4759262)
    editor.pro.js:2 Uncaught SyntaxError: Unexpected end of input (at editor.pro.js:2:130274)

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  • Ariel H.

    Hi Joshua,

    Thank you for contacting us.

    Please provide us temporary access to your WP Admin credentials, so we can further check the issue. 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/13645944602641
    WordPress Admin URL: 
    Username:
    Password:

    We will also need access to cPanel or FTP, so we will have direct access to your WP files.

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

    I am looking forward to your response.

    Best regards,
    Ariel H.

     

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  • Joshua Rossi

    I just made a basic change on the server where I increased the PHP memory limit from my end. Looks like that was the issue that was causing you to edit the page.

    - Hosting server

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  • Ariel H.

    Hi Joshua,

    Thank you for the update.

    I'm glad that you figured it out on your own.
    Lack of memory is one of the most common issues why page builders fail.

    If you need further assistance, don't hesitate to contact us.

    Best regards,
    Ariel H.

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