Xstore Customizer keeps loading ……..

This topic has 22 replies, 4 voices, and was last updated 3 weeks, 1 days ago ago by Andrew Mitchell

  • Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 2, 2024 at 16:37

    After the V.9.2.9 update, the customizer developed a bug where the Xstore customizer does not load. What happens is that it stays loading and the screen remains blank. And it may take 10 or 45 minutes, but the result is the same. Can you help me resolve this issue?

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    21 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 3, 2024 at 08:46

    Hello, Daniel Nava,

    Thank you for reaching out to us and bringing this issue to our attention. We do not have this problem on our test sites.

    We recommend that you disable all third-party plugins that are not included with XStore (https://xstore.helpscoutdocs.com/article/36-included-plugins). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

    Try to set the PHP version to 8.0 and check if it solves the problem.

    We kindly request that you provide us with temporary wp-admin and FTP credentials to facilitate necessary support and maintenance activities.

    To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

    For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

    We appreciate your cooperation in this matter and assure you that your credentials will be handled with the utmost confidentiality and care.

    Best Regards,
    8Theme’s Team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 6, 2024 at 18:42

    I already did what they recommended but it’s still the same, I can’t edit the design of my store, at least in the Layout section of my e.commerce. It’s a pretty big bug that’s preventing me from editing my store.

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 6, 2024 at 18:45

    I leave you the information so you can enter.

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 6, 2024 at 20:00

    Hello, Daniel Nava,

    Upon reviewing the issue you reported, we have ascertained that it is not present on our test sites. Consequently, we require a more thorough examination of the problem on your website.

    To facilitate this, we kindly request that you provide us with the correct wp-admin credentials – https://prnt.sc/SKONOW25NwWm Additionally, please grant us FTP access to ensure a comprehensive analysis.

    We appreciate your cooperation and look forward to resolving this matter promptly.

    Best Regards,
    8Theme’s Team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 13, 2024 at 16:24

    Done it, I will send you the information you request, I would greatly appreciate your support, I have my store stopped due to this issue.

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 13, 2024 at 16:48

    Hello, Daniel Nava,

    We have noticed that the FTP directory appears to be empty as shown in the screenshot: https://prnt.sc/z7gIJK8m7Cue . To proceed further, we kindly ask you to verify the destination folder of our user. If everything seems to be in order on your end, we recommend reaching out to your hosting provider for assistance. It is essential for us to have access to your WordPress installation to continue with our support.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 22, 2024 at 23:56

    There is the information

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 23, 2024 at 11:42

    Hello, Daniel Nava,

    We hope this message finds you well.

    https://prnt.sc/y_GNfivzAw1n – this is what we see after connection using the FTP credentials you provided.

    To proceed further, we kindly ask you to verify the destination folder of our user. If everything seems to be in order on your end, we recommend reaching out to your hosting provider for assistance. It is essential for us to have access to your WordPress installation to continue with our support.

    Kind Regards,
    8theme team

    Avatar: Antonio Urbina
    Antonio Urbina
    Participant
    March 25, 2024 at 02:35

    I’m facing the exact same problem after the the V.9.2.9 update.

    After Deactivating the plugins, i identify that the problem is with WooCommerce plugin, how can i solve this?

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 25, 2024 at 08:50

    Hello, Antonio Urbina,

    Thank you for getting in touch with us.

    There is a memory error on your site – https://prnt.sc/fB6LtqI6FQj6 , please read this article https://www.wpbeginner.com/wp-tutorials/fix-wordpress-memory-exhausted-error-increase-php-memory/ or contact your hosting provider to fix it.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 25, 2024 at 20:06

    Hello, Thanks it´s done. The only thing I need is to be able to edit the number of products that appear in the store, from 5 to 35 products, but the section where this can be done does not load and remains loading without doing anything. I already updated what they told me but the problem continues. Can you review that topic? I need to modify it.

    Files is visible for topic creator and
    support staff only.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 26, 2024 at 08:30

    Hello, Daniel Nava,

    We have noticed that the FTP directory appears to be empty as shown in the screenshot: https://prnt.sc/1kV2sqJDPMlI . To proceed further, we kindly ask you to verify the destination folder of our user. If everything seems to be in order on your end, we recommend reaching out to your hosting provider for assistance. It is essential for us to have access to your WordPress installation to continue with our support.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 26, 2024 at 16:31

    I´ll give you the access.

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 26, 2024 at 16:49

    Hello, Daniel Nava,

    We hope this message finds you well. We would like to inform you that the credentials provided appear to be incorrect. Kindly verify your information and resubmit it at your earliest convenience.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 26, 2024 at 17:52

    Let´s try with this, sorry abt. I´ve been trying to give the right one, when I create the user it works.

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 26, 2024 at 18:01

    Hello, Daniel Nava,

    We regret to inform you that we are currently unable to establish a connection. We kindly request that you reach out to your hosting provider for assistance. They will be able to create the proper FTP credentials for your WordPress installation.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 26, 2024 at 18:21

    Okay, me hosting provider is not helping me, they told me that gave you access to cPanel, try with this…

    Please contact administrator
    for this information.
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    March 27, 2024 at 07:37

    Hello, Daniel Nava,

    We can’t connect yet, but we’ve checked your Theme Options and were able to change settings – https://prnt.sc/PWzpFpGGNsBT Please check.

    Kind Regards,
    8theme team

    Avatar: Daniel Nava
    Daniel Nava
    Participant
    March 27, 2024 at 15:50

    Thank you for your response, I tried to log in to review what you told me but it still appears the same.

    Files is visible for topic creator and
    support staff only.
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