Support » Plugin: Web Stories » Plug in issues

  • Resolved thehautechristian

    (@thehautechristian)


    Hello,

    I have been having issues with the plugin for a while. When I optimize the videos the plugin always crashes. It didn’t used to do this. For this week’s stories,the preview/save/publish button is blacked out and I am unable to do anything. Can you please help me with getting this resolved.

    Thank you so much!
    Eleasha Samuel
    The Haute Christian

    The page I need help with: [log in to see the link]

Viewing 12 replies - 16 through 27 (of 27 total)
  • Plugin Support Luckyna San

    (@luckynasan)

    @thehautechristian Thanks for the follow-up.

    Your Site Health information can tell us more about plugins/themes you have set up on your site, and we can try to replicate a similar setup to test if anything is interfering with the Web Stories plugin. It can be shared here.

    – Who is your hosting provider?

    – Can you please open your developer tools and check for any browser console errors?

    – Have you tried to see if you can save/publish a story when Web Stories is enabled by itself and all other plugins have been disabled?

    Thread Starter thehautechristian

    (@thehautechristian)

    Hello San,

    HostGator is my hosting site. I have not tried to disable the plugins. I will try that after I finish cooking. This is the error that was found:
    I of course do not know what this means 🙂

    Audit usage of navigator.userAgent, navigator.appVersion, and navigator.platform
    A page or script is accessing at least one of navigator.userAgent, navigator.appVersion, and navigator.platform. In a future version of Chrome, the amount of information available in the User Agent string will be reduced.
    To fix this issue, replace the usage of navigator.userAgent, navigator.appVersion, and navigator.platform with feature detection, progressive enhancement, or migrate to navigator.userAgentData.
    Note that for performance reasons, only the first access to one of the properties is shown.
    1 source
    wp-polyfill.min.js:1
    Learn more: User-Agent String Reduction
    Plugin Support Luckyna San

    (@luckynasan)

    @thehautechristian Can you please update your Google Chrome browser to the latest version and tell us if you are still experiencing this issue?

    • This reply was modified 1 month, 3 weeks ago by Luckyna San.
    Thread Starter thehautechristian

    (@thehautechristian)

    Hello San,

    Is this the latest version?

    Chrome logo
    Google Chrome
    Google Chrome is up to date
    Version 92.0.4515.107 (Official Build) (64-bit)

    My system says my chrome is up to date

    Thread Starter thehautechristian

    (@thehautechristian)

    Hey San,

    I tried disabling the plugins and that didn’t work.

    Plugin Support Luckyna San

    (@luckynasan)

    @thehautechristian Thanks for the update. Please send us your site health information by copying your info to clipboard > Pasting it into this form: https://docs.google.com/forms/d/e/1FAIpQLSd-AeFLOIJd4NLYz7EDUa9vMfzZIoT5Bn1leV3dL2CM_B1C6Q/viewform

    Plugin Support Luckyna San

    (@luckynasan)

    @thehautechristian We are going to mark your topic as resolved as we haven’t received a response. Please feel free to open a new support topic if you continue to experience any issues. Thank you.

    Thread Starter thehautechristian

    (@thehautechristian)

    Good Evening San,

    I had an office meet with Shishir because I am still experiencing the same issues with the plug-in. He wanted me to submit the status of my site health. My site health status is good. Thank you!

    Eleasha Samuel
    The Haute Christian

    Plugin Support Bethany Chobanian Lang

    (@shetheliving)

    Hi Eleasha,

    Thanks! We need the more detailed info about your Site Health in order to do further troubleshooting. Can you follow these instructions to copy and share with us?

    1. Log into the WordPress admin – screenshot
    2. In the left sidebar, go to Tools > Site Health
    3. At the top of the screen, click the Info tab
    4. Click the Copy site info to clipboard button – see screenshot here
    5. Go to this Google form
    6. Paste the info that you copied from Site Health in the Site Health Info field and fill out the other fields, as well

      Let me know if you have any trouble!

    Plugin Support Bethany Chobanian Lang

    (@shetheliving)

    Hi Eleasha,

    I see that you filled out the form, but all I see is that your Site Health is Good. Can you confirm that you clicked the Copy site info to clipboard button? Your Site Health should look something like this:

    
    `
    ### wp-core ###
    
    version: 5.8
    site_language: en_US
    user_language: en_US
    permalink: /%postname%/
    https_status: true
    user_registration: 0
    default_comment_status: open
    multisite: false
    user_count: 4
    dotorg_communication: true
    
    ### wp-paths-sizes ###
    
    wordpress_path: /home/fastcms1/test.cmsdevrel.info
    wordpress_size: 54.94 MB (57612278 bytes)
    uploads_path: /home/fastcms1/test.cmsdevrel.info/wp-content/uploads
    uploads_size: 35.99 MB (37734677 bytes)
    themes_path: /home/fastcms1/test.cmsdevrel.info/wp-content/themes
    themes_size: 30.39 MB (31869224 bytes)
    plugins_path: /home/fastcms1/test.cmsdevrel.info/wp-content/plugins
    plugins_size: 148.21 MB (155413197 bytes)
    database_size: 20.15 MB (21125551 bytes)
    total_size: 289.68 MB (303754927 bytes)
    
    ### wp-dropins (2) ###
    
    advanced-cache.php: true
    maintenance.php: true
    
    ### wp-active-theme ###
    
    name: Twenty Nineteen (twentynineteen)
    version: 2.1
    author: the WordPress team
    author_website: https://wordpress.org/
    parent_theme: none
    theme_features: core-block-patterns, widgets-block-editor, web-stories, automatic-feed-links, title-tag, post-thumbnails, menus, html5, custom-logo, customize-selective-refresh-widgets, wp-block-styles, align-wide, editor-styles, editor-style, editor-font-sizes, editor-color-palette, responsive-embeds, custom-line-height, widgets
    theme_path: /home/fastcms1/test.cmsdevrel.info/wp-content/themes/twentynineteen
    
    ### wp-themes-inactive (6) ###
    
    Astra: version: 3.6.7, author: Brainstorm Force (latest version: 3.6.8)
    Beautiful Pro Theme: version: 1.1, author: StudioPress
    Genesis: version: 3.3.3, author: StudioPress
    Twenty Seventeen: version: 2.8, author: the WordPress team
    Twenty Twenty: version: 1.8, author: the WordPress team
    Twenty Twenty-One: version: 1.4, author: the WordPress team
    
    ### wp-mu-plugins (1) ###
    
    Health Check Troubleshooting Mode: author: (undefined), version: 1.7.2
    
    ### wp-plugins-active (2) ###
    
    Health Check & Troubleshooting: version: 1.4.5, author: The WordPress.org community
    Web Stories: version: 1.10.1, author: Google
    
    ### wp-plugins-inactive (17) ###
    
    Accelerated Mobile Pages: version: 1.0.77.20, author: Ahmed Kaludi, Mohammed Kaludi
    Advanced Custom Fields: version: 5.10.1, author: Delicious Brains
    AMP: version: 2.1.3, author: AMP Project Contributors
    Classic Editor: version: 1.6.2, author: WordPress Contributors
    Cloudflare: version: 4.5.1, author: Cloudflare, Inc.
    Flexible SSL for CloudFlare: version: 1.3.1, author: One Dollar Plugin
    GTranslate: version: 2.9.1, author: Translate AI Multilingual Solutions
    Gutenberg: version: 11.3.0, author: Gutenberg Team
    Jetpack: version: 10.0, author: Automattic
    Lazy Load - Optimize Images: version: 2.3.4, author: WP Rocket
    NextGEN Gallery: version: 3.15, author: Imagely
    Rank Math SEO: version: 1.0.70, author: Rank Math
    SiteGround Optimizer: version: 5.9.5, author: SiteGround
    Site Kit by Google: version: 1.39.0, author: Google
    Site Kit by Google Tester: version: 1.5.1, author: Google
    WP Rocket: version: 3.8.8, author: WP Media
    Yoast SEO: version: 17.0, author: Team Yoast
    
    ### wp-media ###
    
    image_editor: WP_Image_Editor_GD
    imagick_module_version: Not available
    imagemagick_version: Not available
    gd_version: 2.2.5
    ghostscript_version: 8.70
    
    ### wp-server ###
    
    server_architecture: Linux 2.6.32-954.3.5.lve1.4.82.el6.x86_64 x86_64
    httpd_software: Apache/2.4.48 (cPanel) OpenSSL/1.1.1k mod_bwlimited/1.4 Phusion_Passenger/6.0.7
    php_version: 7.4.22 64bit
    php_sapi: litespeed
    max_input_variables: 10000
    time_limit: 120
    memory_limit: 256M
    max_input_time: 300
    upload_max_size: 128M
    php_post_max_size: 32M
    curl_version: 7.71.0 OpenSSL/1.1.1d
    suhosin: false
    imagick_availability: false
    server-headers: 
    	date: Mon, 30 Aug 2021 18:23:41 GMT
    	content-type: text/html; charset=UTF-8
    	expires: Wed, 11 Jan 1984 05:00:00 GMT
    	cache-control: no-cache, must-revalidate, max-age=0
    	vary: Accept-Encoding
    	x-varnish: 12460227
    	age: 0
    	x-cache: MISS
    	cf-cache-status: DYNAMIC
    	expect-ct: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
    	report-to: {"endpoints":[{"url":"https:\/\/a.nel.cloudflare.com\/report\/v3?s=BiEeQZk1H2ghcI%2FRGIo3XoXCxKTmVpjqtelv%2BKzZ63bu1rWa9QbhC5L0UbLt8p7qC9Ol39T6ejFa%2FWn%2B7S2MpFITjYBgE%2FOFnMJ0SBJgcgEa69dBt1bFdfZRGQZlkNnpewa2VBg%3D"}],"group":"cf-nel","max_age":604800}
    	nel: {"success_fraction":0,"report_to":"cf-nel","max_age":604800}
    	server: cloudflare
    	cf-ray: 68700d3c3ca509a2-MIA
    	content-encoding: gzip
    htaccess_extra_rules: true
    
    ### wp-database ###
    
    extension: mysqli
    server_version: 5.7.35-log
    client_version: mysqlnd 7.4.22
    
    ### wp-constants ###
    
    WP_HOME: undefined
    WP_SITEURL: undefined
    WP_CONTENT_DIR: /home/fastcms1/test.cmsdevrel.info/wp-content
    WP_PLUGIN_DIR: /home/fastcms1/test.cmsdevrel.info/wp-content/plugins
    WP_MAX_MEMORY_LIMIT: 256M
    WP_DEBUG: false
    WP_DEBUG_DISPLAY: true
    WP_DEBUG_LOG: false
    SCRIPT_DEBUG: false
    WP_CACHE: false
    CONCATENATE_SCRIPTS: undefined
    COMPRESS_SCRIPTS: undefined
    COMPRESS_CSS: undefined
    WP_LOCAL_DEV: undefined
    
    ### wp-filesystem ###
    
    wordpress: writable
    wp-content: writable
    uploads: writable
    plugins: writable
    themes: writable
    mu-plugins: writable
    
    ### web_stories ###
    
    web_stories_version: 1.10.1
    web_stories_db_version: 3.0.11
    web_stories_amp_version: 2.1.3
    web_stories_cdn_url: https://wp.stories.google/static/11
    web_stories_dev_mode: false
    web_stories_theme_support: Enabled
    web_stories_enabled_experiments: 
    	Stickers: Enabled
    	Eyedropper: Enabled
    	Video Cache: Enabled
    	Mute Videos: Enabled
    web_stories_libxml_version: 2.9.7
    
    Plugin Support Bethany Chobanian Lang

    (@shetheliving)

    Hi Eleasha,

    Just checking in here. Are you able to share the detailed Site Health info that I noted above? Thanks!

    Plugin Support Luckyna San

    (@luckynasan)

    @thehautechristian We are going to mark your topic as resolved as we haven’t received a response. Please feel free to open a new support topic if you continue to experience any issues. Thank you!

Viewing 12 replies - 16 through 27 (of 27 total)
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