Slideshow for block background isn't playing

Phil Pham

• March 20, 2026 13:48

I added a single button to a client's webpage and now the two slideshows with for a block background aren't playing anymore. Can someone help?

http://www.sachadxb.com

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  Ariel H.

  • March 20, 2026 16:16

  Hi Phil,

  Thank you for reaching out.

  Could you please try connecting to your server via FTP or through the File Manager in your hosting console? Once connected, navigate to the /var directory and delete the /cache folder.

  

  After that, please return to your Brizy Cloud Console and run the sync again.

  Let us know how it goes.

  Best regards,  
  Ariel H.

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  Phil Pham

  • March 21, 2026 09:23

  I deleted the cache folder and then made a small modification on the site in Brizy and updated. The cache folder got rebuilt but the animation still isn't playing.

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  Ariel H.

  • March 23, 2026 08:55

  Hi Phil,

  Could you please provide cPanel or FTP access to your server? This will allow us to investigate the issue further on our end.

  Looking forward to your update.

  Best regards,  
  Ariel H.

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  Phil Pham

  • March 23, 2026 09:59

  Yes. How do I do that?

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  Ariel H.

  • March 23, 2026 10:04

  Hi Phil,

  Thank you for the update.

  You can reach out to your web hosting provider and request your FTP or hosting control panel (cPanel) credentials. They should be able to provide these details or guide you on how to access them.

  Once you have the credentials, you can paste them in the same community support thread. Rest assured, they won’t be visible publicly unless we approve them.

  Looking forward to your update.

  Best regards,
  Ariel H.

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  Phil Pham

  • March 23, 2026 10:26

  We use hostinger and I can grant access to specific e-mail addresses as well. If you can give me the email address to send the invite to, I can grant you access.

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  KC George

  • March 23, 2026 10:46

  Hello Phil,

  Kindly send your invitation to communitysupport@brizy.io. Please let us know here once you send us the invitation. 

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  Phil Pham

  • March 23, 2026 11:10

  This has been sent. Thank you.

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  Ariel H.

  • March 23, 2026 11:53

  Hi Phil,

  Thank you for the update.

  We received the collaboration invite but it didn’t work, we’re being redirected to the login page.
  This is demonstrated on this screencast - https://youtu.be/5_mmiZ--wW4

  Could you please check and resend a working link?

  Thank you in advance.

  Best regards,
  Ariel H.

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  Phil Pham

  • March 23, 2026 11:57

  I believe you need to create a hostinger account first. Then when you click on the link it'll allow you to join the service.

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  Ariel H.

  • March 23, 2026 12:21

  Hi Phil,

  We’ve now fixed the issue. Could you please try again on your end?

  If it doesn’t work, kindly clear your browser cache or try using a different browser.

  Please let us know how it goes.

  Best regards,
  Ariel H.

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  Phil Pham

  • March 23, 2026 13:46

  It's working! Thank you so much. Just for my education, was it something I did that caused this? 

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  Ariel H.

  • March 23, 2026 14:00
  • Edited

  Hi Phil,

  Thank you for the update.

  I first tried clearing the cache again, but that didn’t do the trick. I then removed all the files from your server, downloaded the project, and re-uploaded it. After that, I disconnected the site and ran the sync again, which helped restore everything properly.
  https://support.brizy.io/hc/en-us/articles/360027008491-Server-Sync

  If you notice anything unusual again, feel free to reach out.

  Best regards,
  Ariel H.

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  Phil Pham

  • June 03, 2026 15:23

  I'm having a similar issue with another website I've created. http://wild.pictures I'd like to try and learn how to fix this myself.

  You have written the steps as:

  1. Remove all the files from my server
  2. Download the project
  3. Re-upload it
  4. Disconnect the site
  5. Run the sync again
  
  

  For step 1. Should I go into cPanel and delete the contents of "public_html".  Or should I remove that folder completely?

  

   

  For step 2 and 3. What does that mean to "download the project" and "re-upload" it?

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  Ariel H.

  • June 04, 2026 10:24

  Hi Phil,

  Thank you for the update.

  1. On your server, please do not delete the public_html directory itself. Instead, delete the files and folders inside the public_html directory.

  
  2. Since you will be starting over, you will need to download the new project file and upload it again.

  I've created a short screencast explaining the process, which you can view here:
  https://youtu.be/aQ2B-pXzWOQ

  If you have any questions, please don't hesitate to reply.

  Kind regards,
  Ariel H.

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  Phil Pham

  • June 05, 2026 15:14

  Thanks Ariel. I've followed your instructions and my website looks nothing like what it looks like in Brizy cloud. I'm happy to give you access to help me figure out why. Should I grant access to communitysupport@brizy.io

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  Ariel H.

  • June 05, 2026 15:32

  Hi Phil,

  Thank you for the update.

  Yes, please send the details to communitysupport@brizy.io so we can take a closer look at the issue.

  Please provide your cPanel credentials along with the following information:

  * cPanel URL:
  * Username:
  * Password:

  When sending the email, please include 34186298809874 in the subject line so we can quickly find your support request.

  Kind regards,
  Ariel H.

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  Phil Pham

  • June 05, 2026 15:48

  Info sent. I invited the support email to the file management of my domain.

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  Ariel H.

  • June 05, 2026 16:01

  Hi Phil,

  Thank you for sending the invite.

  We received it, however, it appears the access is not working on our end. I recorded a short screencast to demonstrate the issue:

  https://youtu.be/FzLX2jbmK5E

  Could you please check the permissions or resend the invitation.

  Kind regards,
  Ariel H.

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  Phil Pham

  • June 05, 2026 16:04

  Is it possible that someone at Brizy created an account with that e-mail address w/o using google authentication? Maybe try resetting the password and see if it sends you a password reset into the mailbox?

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  Ariel H.

  • June 08, 2026 10:05

  Hi Phil,

  Thank you for your patience.

  We were finally able to access your site files and investigate the issue. Upon checking, the browser console is showing a 403 (Forbidden) error when Server Sync attempts to run.

  

  This is commonly caused by server security rules, a web application firewall (WAF), or ModSecurity preventing the Server Sync requests from running. Unfortunately, there does not appear to be an option in your hosting control panel to temporarily disable the WAF or ModSecurity.

  To confirm that Server Sync is working correctly, we tested it on the following site and were able to complete the sync successfully:

  https://wildpictures.sitecheck.space/

  This suggests that the issue is specific to your server environment. We recommend contacting your hosting provider and asking them to temporarily disable the WAF or ModSecurity, or whitelist the Server Sync requests, to allow the sync to run successfully.

  Kind regards,
  Ariel H.

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