July 7, 2017 at 9:38 am
Hello, When I use the Page Builder and try to save changes (Yellow Button) I'm getting an error admin-ajax.php not found and the changes are not saved. I already talked with my host provider regarding this issue and they have disabled the relate security settings that might be blocking the ajax request, but that doesn't solve this issue. I can't use the Page builder on any page, can you help me solve this issue?
July 7, 2017 at 1:09 pm
Please check your file permissions, the folders should be 755 and the files should be 644
July 10, 2017 at 7:43 pm
I have changed the permissions, but the error remains.
July 11, 2017 at 9:41 am
This is a very strange error that appears on some hosting and we are still finding exact reason behind this . Please check if this appears when you create a new page or not ? Please also check this on new setup on new server or on localhost .
July 12, 2017 at 6:45 pm
The error appears when I create a new page or edit already existing page. I can only save the changes when there is no changes. I already talked with my host provider Site5 and they checked and unlocked every security option that could be causing this error but the error continues. I have no interest to install the theme on localhost because I need it to work on my host provider. If you can't help fix this issue I would like to ask for refund.
July 12, 2017 at 6:52 pm
I've done some testing and it seems like the error only occurs when you add elements from "COLUMNS" section, if I add anything from "CONTENT" then it saves the page as expected. Does it help to solve the issue?
July 13, 2017 at 2:36 pm
In most cases the issue seems to be either from webhost or due to corrupted data saved in your database. You can also check out this topic .: in which user clearly stating that this was found to be an issue with host mod security . CAn you please share your site url and admin credentials to that I can confirm if issue is not coming from theme .
July 13, 2017 at 8:44 pm
This reply has been marked as private.
July 14, 2017 at 3:00 pm
Ok I debugged at your site and found this is the same issue that appears on some hosting providers . We cannot do anything in it as this is not at all related to theme or any of its plugin's code . As shared on this link this is related to host : : Only solution is to try some other host or try setting up site on localhost .
July 20, 2017 at 10:06 am
Hello, Thank you for your persistence and continuous help, we have asked for support again and were able to solve this problem. Everything works 100% as expected :) ===== Response FROM Site5 ===== Hello, Thank you for your patience. I have whitelisted mod security rules which were blocking operation while trying to create a page as per your instructions from Page Builder. The issue has been fixed now. Please have a check from your end and let me know if you need any further assistance. ===== ========== =====
I have disabled all plugins, installed the latest version of enfold and tried on multiple browsers. Could you please now investigate.
May 22, 2017 at 12:35 pm
@ladante have you protected you wp-admin directory with a .htaccess file by chance?
May 22, 2017 at 1:00 pm
Hi, I don’t think so – it’s a standard install on a standard host and seems to be a new issue
May 22, 2017 at 1:26 pm
Hi,
We are still investigating why this is happening. If you would like to help us out then please contact your hosting provider and ask if they can see why the server is returning a 404 error on that file on their end.
Best regards, Rikard
May 23, 2017 at 1:50 am
Hi Rikard,
I have spoken to the host who does not think it is a problem at his end. However I wonder if some of the disabled functions (disable_function) listed in the private link may help? We really do need to get this sorted out as currently we can;t use the site and it is costing us business.
May 23, 2017 at 6:00 am
@ladante if my business would be in danger I would hire an expert rather than hoping the theme developer might be able to localize a non-theme related issue only because he is nice, willing to help and curious to see what is causing that issue.
A 404 error is either the result of a missing file (not found) or is used to deny access on purpose without telling the reason which is done by firewalls and security software like e.g. suhoshin. Kriesi is responsible for his theme not for 3rd party plugins, server issues or user inexperience. I just read “you don’t think” and “the host don’t think”. How about taking the next step beyond “thinking”? Explore – debug – know. Your host seems to be one of the cheap mass providers not willing to help. If they would be as generous as Kriesi the would dig into it.
Even you can test things by deactivating all plugins to see if the issue persist with enfold only. And you could post the whole and exact error message shown in the log files. And you can tell the community more about the installation like installed plugins and technical setup. There are some experts out there willing to help. But you have to move. If you don’t you are the one risking his own business.
PS: Do you by chance use cpanel? Is mod_security active? Than you might already have found the reason and you need to whitelist admin-ajax.php from mod_security.
- This reply was modified 6 years, 11 months ago by mensmaximus.
May 23, 2017 at 8:05 am
Sorry mensmaximus, who are you and who asked you? This is a support request to Kreisi becasue their page builder does not work in a standard server configuration and the problem is reported in the forums by multiple users on multiple occasions across multiple versions.
For the record, I don’t expect Kreisi to fix it becasue they are being nice, I expect them to fix it becasue it is a paid for product that is expected to work and I don’t expect to have to pay somebody to fix a premium product that is within it’s support lifetime.
As it happens I’m an experienced WordPress developer. I have looked at the problem with another experienced WordPress developer and have had the webhost look too. I’m not a systems administrator though, and if there is some nonstandard server configuration required, I’d expect Kreisi to have this documented. I have other work to do and don’t expect to have to spend hours troubleshooting something that isn’t but should be working.
- admin-ajx.php is there and not being blocked by the server. In fact it can be accessed be other WordPress functions
- the .htaccess file is the standard WordPress .htaccess file and contains no modifications, that applies to all .htaccess files within
- I have followed the advice given in the article that relates to this problem here //kriesi.at/documentation/enfold/my-enfold-layout-builder-is-not-loading-properly/ including the bit that says “Still not working? Please open a new ticket in the support forum with admin login details for your installation supplied in private, and we’ll have a closer look at if for you”
So I’m not sure exactly what you think I’ve missed here?
May 23, 2017 at 9:27 am
@ladante I am a user trying to help people either by providing fixes or by opening their minds that they may be wrong and a reported issues is not what they think it is. Enfold is running on thousands of servers without issue. The few people reporting the 404 issues may all have the same problem with their environment as I tried to explain to you.
You can’t blame the manufacturer of your computer for it not starting up if the main power supply of your city went down. You can’t blame the car manufacturer for your engine not starting if you forget to buy some fuel. You need to understand that the issue you and few others describe is not caused by Enfold. Because if it would it would happen to everyone with a standard server configuration. But it does not. I have provided you with some possible reasons you can check.
I bet it takes 15 minutes to isolate the root cause by 1. disabling all plugins 2. connecting to the server shell using SSH and tailing the php error log 3. opening a page in wp-admin and launching the layout builder and watching the php error log in this very moment 4. and if it does not happen with pure enfold repeating step 3 each time a plugin gets activated
From my experience your issue is related to a secure server setup and one of the security rules gets triggered with a certain payload in an url. In some cases those issues can be “solved” by putting define('CONCATENATE_SCRIPTS', false ); into wp-config.php. However this would not prevent the problem to occur again if the payload increases due to an other plugin.
If you don’t want to take this road because you think it is an Enfold issue that’s fine with me. I have done everything I can to help someone in trouble. Much luck!
May 23, 2017 at 10:37 am
@mensmaximus, I appreciate your input but your original comment about ‘not thinking’ and making the assumption I had not already followed the steps provided by Kriesi and attempted to troubleshoot myself was rather inflamatory. I will put it down to the language barrier. If you follow the link above that Kriesi themselves provide you will see I did all that they asked, including escalating to the support forum.
What I would expect at this point is someone from Kreisi to come forward and say “This problem is often due to X Y Z”. On identifiocation of the problem, would then also expect to find those points within the Kriesi knowledgebase. As it is, the official Kriesi advice is “disable plugins, update theme, then ask us on the forum”
May 23, 2017 at 11:56 am
Hi @ladante,
Thanks for the feedback. We still don’t know why it’s happening unfortunately. The problem here is that it’s intermittent, which makes very little sense. If you would be able to, then please ask your hosting provider if they can see why this is happening. We are not asking for them to fix it, just to let us know if they can see anything on their end when loading a page where the problem occurs.
Best regards, Rikard
May 23, 2017 at 12:06 pm
Thanks Rikard,
I have just cloned the site onto another server and it works fine. It seems to me that it may be a problem with cheap hosting – possibly a memory issue or possibly a security issue. Speaking to the host initially he replied that there was nothing blocking admin-ajax.php. I suspect it’s probably cheap reseller hosting and he may not have a huge amount of control over it.
I’m going to throw my findings back to him initially to investigate.
Either way, I think possible causes (such as those suggested by mensmaximus above) should be documented if possible as this does seem to be a common problem.
I’ll feedback when I have more information
Regards Christian
May 24, 2017 at 5:22 am
Hi Christian,
Thanks a lot for your help, we really appreciate it. Please get back to us if you should have any additional info on what could be the root cause.