Page Needs a Refresh Error

Steven Lewis

• September 13, 2023 16:29
• Edited

Error is happening on the Brizy Wordpress plugin.
Current plugin versions are: Brizy – 2.4.27, Brizy Pro – 2.4.24
Website URL: smartarms.com

 

Troubleshooting steps taken so far:

Confirmed no other sessions were active

Cleared browser cache

Tried a different browser after logging out on first browser

Restarted PC

Cleared site cache, old revisions etc. with Advanced DB Cleaner

Made sure Jetpack was not enabled

Site is hosted on Godaddy but is not a managed wordpress installation and does not use Godaddy CDN

Disabled all other plugins

Removed unused themes

Checked PHP memory limit and max execution time – Memory limit = 512mb, execution time = 60s

Disabled and re-enabled Brizy plugins

Checked usage and error logs via host’s cPanel, nothing obviously related found

Tried to see if the error was tied to any one element within the page that is frequently experiencing this error to no avail. (Note: I have experienced this error intermittently on other pages on the site in the past. As of now, the error is persistent when trying to edit the home page.)

Repeatedly applied head to wall

 

The error seems to occur randomly. I have made a change, hit update, and had it error out… only to repeat the exact same steps an hour later and have it work. Similarly, I’ve made changes that work just fine one time, and seemingly randomly do not work another time. I'm stumped, and would appreciate whatever help you can provide.

Please and thank you in advance
- Steve

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• 

  Ariel H.

  • September 14, 2023 08:40

  Hi Steven,

  Thank you for reaching out to us and for sharing the troubleshooting steps you have already taken.

  The issue you are experiencing seems quite complex, as there are no indications or clues found in the error logs. Would you be able to duplicate your site into a staging environment where the issue could be replicated? By doing so, we can replicate the issue without affecting your live site and possibly find what is causing the issue.

  I am looking forward to your response.

  Best regards,
  Ariel H.

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  Steven Lewis

  • September 14, 2023 14:24

  Hi Ariel, I set up a staging environment this morning. I would be happy to privately provide login credentials for the staging site, and/or the production site. When I attempted to load the editor on the new staging site, I was stuck at the loading screen, never getting past the spinning wheel. As such, I have not been able to recreate the error.

  If the staging site is going to be its own problem, I'm fine with keeping the focus on the production environment. How would you like to proceed?

  Thank you for your help
  - Steve

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  Ariel H.

  • September 14, 2023 14:31

  Hi Steven,

  Thank you for your cooperation. 

  I would prefer to work on the staging site, 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/13707169824402
  WordPress Admin URL:
  Username:
  Password:
  URL of the affected page:

  Best regards,
  Ariel H.

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  Ariel H.

  • September 14, 2023 16:24

  Hi Steven,

  Thank you for your cooperation.

  There is a 403 Forbidden error in your dashboard according to screenshot: https://i.imgur.com/N2qq2SN.png

  We had encountered a similar issue before on this support thread:
  https://support.brizy.io/hc/en-us/community/posts/7351485918609 

  This error is often caused by a firewall option or a mod security rule that may be installed in your hosting dashboard. You can find more details about this error in the following link: 
   https://docs.litespeedtech.com/cp/cpanel/403-error/ 

  To resolve this issue, I recommend reaching out to your hosting provider and asking them to investigate the error from their side. They should be able to review the firewall settings or mod security rules that could be causing the 403 Forbidden error.
   
  Please let me know the results
   
  Best regards,
  Ariel H.

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  Steven Lewis

  • September 18, 2023 06:34

  Hi Ariel, I just spoke with Godaddy's support team. The site in question does not have a WAF configured through Godaddy. As for mod security rules, the tech I was speaking with was requesting information on what particular rules we should be looking at as common culprits. I'd also like to make clear that this issue is new and unique to the staging site. This is not the issue I was originally reaching out to try to resolve. Thank you for your help - Steve 

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  Ariel H.

  • September 18, 2023 10:37

  Hi Steve,

  Thank you for keeping in touch.

  Sorry, we don’t know exactly as we don’t have access to their logs, however, could you please ask them to try and whitelist both the main website and the staging site and see if this makes any difference? For more information, please refer to this link - https://www.liquidweb.com/kb/whitelisting-in-modsec/

  Please let me know how it goes.

  Best regards,
  Ariel H.

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  Steven Lewis

  • September 20, 2023 22:25

  Ariel, I spoke with GoDaddy support again, explained the situation and the conversation up to the last post in this thread. After a couple emails exchanged back and forth, and two levels of elevation in their technical support team, here's where we stand.
  
  "Hi Steven,

  Thank you for your patience as promised, I have continued working with our Advanced Technical Support and our Hosting technical lead with regards to your request to disable mod_sec on your hosting plan. As per advised based on the screenshot your shared, your editors are hitting timeout limits under the mod_sec.
  
  
  ModSecurity: Request body no files data length is larger than the configured limit (1048576). Deny with code (413). Unfortunately we can't make this change since you are using a Shared hosting plan. We cannot whitelist it since it can result in compromises. 

   

  Dennis L. 

  GoDaddy Hosting support "

   

  How should we proceed? Now that we know what the modsec rule is and what the error code is, are there specific steps that can be taken to resolve this issue without changing modsec rules?

   

  Thanks
  - Steve

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  Ariel H.

  • September 21, 2023 09:45

  Hi Steven,

  Thank you for the update.

  I have now escalated this issue to one of my colleagues who has more experience in dealing with these specific issues. I have created a separate private ticket for you to continue discussing the issue. You should receive a reply from him as soon as possible.

  Best regards,
  Ariel H

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