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can't edit with brizy

Wagner Carvalho

Hi Brizy team, 

Whenever I try to edit it takes me to this message. I haven't done anything lately as new plugins or something. Can you please check what is going on?
Thank you

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Comments

24 comments

Date Votes
  • Ariel H.

    Hi Wagner,

    Please provide us with temporary access to your WP Admin page so we can take a look. Please add us as an Admin 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/22556708638354
    WordPress Admin URL:
    Username:
    Password:

    As a precaution, we recommend creating a full backup of your site. 

    Best regards,
    Ariel H.

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  • Wagner Carvalho

    hi, any feedback on this?

     

    thanks

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  • Ariel H.

    Hello Wagner,  

    Thank you for the update. Unfortunately, we haven't received the credentials for your site. Could you please provide temporary access to your WP Admin page as outlined in our previous message?  

    Thank you.

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  • Wagner Carvalho

    Please find details below
    www.wr*****om/wp-admin
    Login: ******
    PW: ******

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  • Ariel H.

    Hi Wagner,  

    Thank you for your cooperation. It seems this issue is more complex than we initially anticipated. I’ve created a private ticket so one of our developers can investigate further. Please keep an eye on the private ticket for their response. Apologies for any inconvenience caused.  

    Best regards,  
    Ariel H.  

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  • Wagner Carvalho

    Thanks Ariel, 

    I'm looking forward to a solution to this matter.

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  • Wagner Carvalho

    Hi, Any feedback on this ?

    thank you

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  • Ariel H.

    Hi Wagner, 

    Thank you for keeping in touch. I apologize for the slow progress on this issue. Unfortunately, it is still ongoing. We will get back to you as soon as we receive an update from our Dev team.

    Best regards,
    Ariel H.

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  • Wagner Carvalho

    Hi, do you have any feedback on this matter? It's been over a week and I would like to know the status of the situation, what actions you have taken to resolve it, and what the current situation is.

    Thank you

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  • KC George

    Hello Wagner, 

    We are still looking into this issue. Fixing the bug and releasing the fix is usually a longer process. As an interim solution, can you use Google fonts in place of Adobe fonts? Once we release a fix for this bug, you can switch back to Adobe fonts.

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  • Wagner Carvalho

    Hi, 

    Yes, most of the fonts I use are Roboto. I don't know why the Adobe fonts are causing an issue but feel free to do so.

    Let me know.

    Thank you

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  • KC George

    Hello Wagner, 

    Since the editor does not load, it is not possible to make changes to your website. Can we roll back to previous versions of Brizy? This can throw up some errors in the frontend for half an hour or so. Within this half an hour, we want to attempt to delete any Adobe fonts you may have installed in the Brizy Font Manager. Can we schedule this activity at a time when you expect least number of visitors to your website? Kindly let us know.

       

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  • Fernando Far

    I have exactly the same issue that Wagner mentioned 22 days ago. I can't save any page of one of my websites. (https://fernandofar.com/)

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  • Wagner Carvalho

    Hi K C George, 

    Yes, you can make this change as soon as possible. Please let me know if there is anything I need to do on my side. Just give me a brief note about when you are doing that.

    Thank you

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  • KC George
    • Edited

    Hello Fernando,

    Do you see the error "Something went wrong" or the error "This page needs a refresh. You've probably updated the page in a different tab or browser". Can you share a screenshot of the error message?

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  • KC George
    • Edited

    Hello Wagner, 

    There is nothing you need to do on your side. I am starting work now.

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  • Wagner Carvalho

    Ok, thank you,

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  • KC George

    Hello Wagner, 

    I rolled back to two previous versions and still could not edit your pages. Hence we have no way to remove Adobe fonts from the Brizy Font Manager. In your project, Adobe returns 404 File Not Found error for the API key.

    We have an issue that prevents the editor from loading in the event that an Adobe request is unsuccessful. We are sorry for the inconvenience, but until we release a patch for the Adobe fonts bug, you will not be able to edit your website. Kindly bear with us we release a fix for this bug. 

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  • Fernando Far

    Hi KC

    Yes, that's what happens:

     

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  • Ariel H.
    • Edited

    Hi Fernando,  

    Thank you for your patience.  

    Could you also please provide temporary access to your cPanel so we can assist you further in resolving the issue? Kindly send your cPanel credentials to communitysupport@brizy.io and include this reference number in the subject line: 22556708638354.  

    Kind regards,  
    Ariel H.

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  • Fernando Far

    Ariel

    You mean Fernando?  I don't want to mix things..

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  • Ariel H.

    Hi Fernando,

    Sorry for the mix up.

    To isolate the issue, please try disabling all plugins except Brizy and Brizy Pro to check for any conflicts. If the issue resolves, you can re-enable your plugins one by one to find which one might be causing the problem.

    Additionally, you can adjust the following settings in your php.ini file, or reach out to your hosting provider for assistance:

    max_execution_time: 300
    max_input_vars: 6000
    memory_limit: 512M (or higher)
    post_max_size: 128M
    upload_max_filesize: 128M

    If you have access to cPanel, go to "Select PHP Version,"" click on the "Options" tab, and you should be able to make these changes there.

    If the issue continues, could you please provide us with temporary WP Admin access so we can investigate further? Add us as an Admin user and send the details to communitysupport@brizy.io:

    Community Post link: https://support.brizy.io/hc/en-us/community/posts/22556708638354
    WordPress Admin URL
    Username
    Password

    Additionally, we will also need temporary access to cPanel/FTP:
    cPanel/FTP host address:
    Username:
    Password:

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

    Best regards,  
    Ariel H.

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  • Fernando Far

    Dear Ariel, 

    I did as you suggested, disabling all plug-ins. 

    Apparently the one causing the trouble was:

    Wordfence Security 8.0.1

    Now I can upgrade without problems the pages.

    Thanks!

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  • Ariel H.

    Hi Fernando,

    Thank you for the update.

    To continue using WordFence to safeguard your site, please switch WordFence to Learning Mode for a few days. This will enable WordFence to adapt to Brizy's actions so it will no longer interfere with Brizy.

    For more information, please refer to this link: 
    https://help.elegantthemes.com/en/articles/2395855-how-to-fix-saving-issues-while-wordfence-plugin-is-enabled

    Best regards,
    Ariel H.

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