Black Screen Issue: Please update your theme to ensure WordPress 5.6 compatibility. Dentalia 2.1 and Recycle 2.1 are now available on ThemeForest. 

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  Public Ticket #2631706
Missing content blocks and layout breakage
Closed

Comments

  •  1
    dranastassova started the conversation

    Hi guys, 

    I love this theme but every couple of days my theme layout breaks and part of the content on my site disappears. 

    Then in order to fix the issue I need to log into the admin and update any plugin or the theme and that fixes the issues. Of course, I don't want to do this every day. It's really odd. 

    Please see the attachment of how the layout looks when it breaks and part of the content gets missing. 

    It's really odd it's as if it's reverting to an old version before I applied my styling to the theme. 

    I guess the question is:

    1. what's causing this issue?

    2. how can I resolve without having to go into the admin every day and update a plugin or the theme manually because this is not a long-term sustainable solution?

    Thank you very much!

    Kind regards, 

    Dr.  Anastassova-Yoshia

  •  530
    OrionThemes replied

    Hi,

    Thank you for contacting our support.

    1) Content dissapears.

    I am comparing the screenshots and it seems like the website just stops loading at some point and never actually fully loads for some reason. I also checked your website in the browser, refreshed it couple of times and it always loaded, even though it sometimes needed a bit of more time than usual.

    I couldn't replicate the issue. But such problem can happen because of various reasons:

    • Server setup (ie: outdated server, not enaugh resources like php memory, etc...)
    • PHP error in a theme or one of the plugins (PHP error in any plugin can cause problems)
    • Caching or DNS issues

    I am happy to login into your WordPress and run couple of tests and try to find out the reason which is causing these issues. Would you share your WordPress username and password?

    *Please mark your reply (or ticket) private, before sharing the password. Currrently the ticket is publicly visible:

    1446079899.png


    2) Updates

    There will always be updates, for the plugins and for the theme. WordPress is changing, so the theme and plugin authors need to adopt their code update as well. And there are new features being developed too, bug fixed, etc...

    But in truth, there is no need to update your website all the time. We update ours about twice a year. We update everything at once, make sure everything is working properly, then we forget about it for a while. 

    I am sure we'll get yours working too. We just need to find out what is causing the problems.

    Awaiting your reply,

    Andrej

  •   dranastassova replied privately
  •   OrionThemes replied privately
  •  1
    dranastassova replied

    Thank you very much, Andrej. 

    This is a really comprehensive answer and thank you for making so many changes to the plugins. I really appreciate that! 

    Do you mind if we keep this ticket open for a couple of days?

    I just want to monitor my site for a couple of days and see if it happens again, if it does, then I'm not going to update anything and I will just ask you to take a look while it's broken.

    The reason for asking you this is that I'm not sure it's a server issue because refreshing the site from the browser has never fixed the issue. I've tried it numerous times. It just looks broken and also I forgot to mention but one of my pages. This one > http://dentalcarelounge.com/en/who-we-are/ breaks completely as if the page doesn't exist at all and instead of this page it shows me the theme blog page but not with the existing 'About us' content. So I feel that it's not the server issue. Although, I will speak to my hosting provider about what you said about the 11 second delay and will address that with them. 

    Is it OK with you to keep the ticket open so that we can replicate the issue and you can troubleshoot again?


    Thank you!


    Kind regards, 

    Dr. Anastassova-Yoshida

  •  1
    dranastassova replied

    Andrej, besides my earlier message about leaving the ticket open (please see below) . I just logged into my dashboard and received the following error message. I'm not sure if it's related and what I should do about it. Any ideas?

  •  1
    dranastassova replied

    Hi Andrej, 


    Here it is again. My About us section in Bulgarian is missing. 

    So, this is the page that it should display: http://dentalcarelounge.com/za-nas/

    However as you can see in the screenshot, it's showing me a blog page, even though if I click on edit page, technically the content that should be displayed there exists. Please take a look at the screenshots. 

    It's very odd. Sorry for spamming you with 3 messages but please do read all of them in chronological order. 

    Thank you very much again!

    Kind regards, 

    Dr. Anastassova-Yoshida

  •  530
    OrionThemes replied

    Yes sure, no problem, we'll keep this ticket open.

    Also the error logging will need to be switched off eventually.
    I've turned it on temporarily, so if any php errors appear on the site, the error should be visible now as they happen and at the same time, they will be gathered in the error-log file. This is good for debugging purposes, but not ment to leave it longterm in production. I plan to switch it off tomorrow and check what the errors were (if any).

    What you are experiencing is not normal behaviour. Despite thousands of installations of Dentalia, we have never came accross anything like this. This is why I suspect something is wrong with the server. 

    Overall it seems the site runs much smoother and faster now. But we need to wait to see if the issue reappers. Let me know as soon as you spot anything.

    Kind regards,
    Andrej

  •  530
    OrionThemes replied

    OK, checking...

  •  530
    OrionThemes replied

    Hi,

    1. Za-nas,

    I noticed that there is a blog page set in WordPress, but it didn't have a translation for the Bulgarian language.
    I created an empty one http://dentalcarelounge.com/%d0%b1%d0%bb%d0%be%d0%b3/ 
    I also saved permalinks at Settings -> Permalinks. This resets WP internal linking. 

    Let me know if it happens again.

    2. The possible errors in PHP are
    - Fatal error (breaks site)
    - PHP notice (something went wrong, but PHP keeps working)
    - Warning (warns about something)

    The warning on the screenshots is just saying that the server was unable to fetch data from http://downloads.orionthemes.com/dentalia/dentalia_plugin_2/update.json, when it was checking if the dentalia plugin needs an update.

    The warnings are visible only because the error reporting is on.

    Andrej

  •  1
    dranastassova replied

    Thank you for yet another comprehensive explanation, Andrej. 


    1. Za-nas - weird because the page is not set as a blog. It now works again as intended. here it is: http://dentalcarelounge.com/za-nas/

    2. OK, let's keep the ticket open for now. I'll message you when the issue occurs again and we can troubleshoot and see if there's an issue with the PHP or the server. 

    I know you suspect the server but I suspect the multi-language plug-in or another plugin causing the issue. 


    Thanks again and have a nice eve!


    Dr. Anastassova-Yoshida

  •  530
    OrionThemes replied

    Hi,

    I disabled the php error reporting now. No errors seem to have been recorded.
    Was the website functioning normally since the last change?

    Let me know if any issues appear again,

    Andrej

  •  1
    dranastassova replied

    Hi Andrej, 

    I think you must have fixed the issue by either disabling some of the plugins or whatever else you did because I've been monitoring the site every day and I don't have the same issue anymore. Thank you very much!

    Out of curiosity, do you keep record of these tickets? If we close the ticket now, do you have historical closed tickets available to read through if the issue appears again in the future or will I have to describe the issue again?


    Thanks!

    Dr. Yana-Anastassova

  •  530
    OrionThemes replied

    Hi,

    I am glad the issues are resolved now.
    The ticket will still be available and can be reopened if necessary.

    Kind regards,
    Andrej



  •   OrionThemes replied privately
  •  1
    dranastassova replied

    Of course, I've edited the review. Thank you very much for your help!

  •  530
    OrionThemes replied

    Thank you very much.

    If you have any questions, or experience any issues, do contact us again.

    Kind regards,

    Andrej