WordPress Customizer page blank

scampanella
(@scampanella)

3 years, 1 month ago

After updating from Astra version 3.0.3 to version: 3.1.1 / 3.1.2 an issue arose where the WordPress Customizer is no longer accessible. When you try and load the Customizer it loads to a blank grey page with no options. The only thing that is displayed is “You are customizing (The Site Name)”. Tried downgrading to version 3.0.3 and the issue disappears.

Errors found when Customizer is loaded:
Uncaught ReferenceError: columns is not defined
at Object.initToggles (nav-menu.min.js?ver=5.6.2:2)
at Object.init (nav-menu.min.js?ver=5.6.2:2)
at HTMLDocument.<anonymous> (nav-menu.min.js?ver=5.6.2:2)
at e (jquery.min.js?ver=3.5.1:2)
at t (jquery.min.js?ver=3.5.1:2)

We have tried disabling all plugins, cache, and the child theme has no modifications.

We need to access the WordPress Customizer area in order to remove variables that were set. Hope that there is a fix for this soon as it is showing the error on all sites that are running Astra and Elementor.

Viewing 13 replies - 1 through 13 (of 13 total)

Team Brainstorm Force
(@brainstormteam)

3 years, 1 month ago

Hi @scampanella,

As you already tried to deactivate all the plugins, and we currently have no users report the same, this could be related to a specific server. Not sure though. Can’t say anything before taking a look at it closer.

Would you mind open a ticket thru our Support Portal so we can take a closer look at the issue? You can mention this topic when you create a ticket, so you don’t need to re-explain the issue.

Kind regards,
Herman 🙂

rsenriquez
(@rsenriquez)

3 years, 1 month ago

Similar problem. Rollback works. Hope it helps others.

Team Brainstorm Force
(@brainstormteam)

3 years, 1 month ago

Hello @rsenriquez / @scampanella

There seems to be an edge case but we would need to check the issue in deep.

Please open a ticket and we are more than happy to take a closer look and help you out quickly.

Do mention the Support Topic in the ticket so that we are aware of the discussion.

Support URL > General / Pre-sale questions – https://wpastra.com/contact/

Looking forward to helping you out soon. 🙂

hilch
(@hilch)

2 years, 11 months ago

Same problem here. Any solution to this issue yet?
Thanks!

Herman Asrori (BSF)
(@bsfherman)

2 years, 11 months ago

Hi @hilch,

Have you tried to disable the plugins and clear the cache? And also, do you have any errors in the browser console? If you do, please share it with us.

Let us know.

Kind regards,
Herman 🙂

hilch
(@hilch)

2 years, 11 months ago

Hi Herman,

Console lists “Uncaught ReferenceError: columns is not defined” in nav-menu.min.js:2:9271

Thanks

Herman Asrori (BSF)
(@bsfherman)

2 years, 11 months ago

Hi @hilch,

Please try adding SubstituteMaxLineLength 10M in the .htacccess file and see if it fixes the issue.

Let us know how you go.

Kind regards,
Herman 🙂

hilch
(@hilch)

2 years, 11 months ago

Hi @bsfherman,

this throws a 500 server error, even if added in a condition:

<IfModule mod_substitute.c>
SubstituteMaxLineLength 10M
</IfModule>

Thanks,
Hilch

Herman Asrori (BSF)
(@bsfherman)

2 years, 11 months ago

Hi @hilch,

500 server error message is something that commonly is not related to the theme you are using. Try temporarily switch the theme to a default WordPress theme like Twenty Twenty-One and see whether or not you still get the 500 server error message.

If you are still not able to fix the issue, I would suggest you consider submitting a ticket thru our Support Portal so we can have a closer look.

Kind regards,
Herman 🙂

tonyadigwe
(@tonyadigwe)

2 years, 9 months ago

I’m also going through this same technical issue.
I switched to another theme and was able to access Customise.
My conclusion certainly, is that there is a conflict between updated Astra themes and the latest WordPress version.

Hoping this can be fixed asap

Herman Asrori (BSF)
(@bsfherman)

2 years, 9 months ago

Hi @tonyadigwe,

What PHP version you are using? You can check it from Tools > Site Health. Are you using the latest version of the Astra theme? Currently, it’s v3.6.4.

If you are still having this issue, please consider reaching out to us thru our Support Portal so we can have a closer look to your site.

Kind regards,
Herman 🙂

vitaly-zdanevich
(@vitaly-zdanevich)

2 years, 8 months ago

The same problem on my website, after Astra update, with the same JS error:

Uncaught ReferenceError: columns is not defined
initToggles https://bike.org.by/wp-admin/js/nav-menu.min.js?ver=5.8:2
init https://bike.org.by/wp-admin/js/nav-menu.min.js?ver=5.8:2
<anonymous> https://bike.org.by/wp-admin/js/nav-menu.min.js?ver=5.8:2

Herman Asrori (BSF)
(@bsfherman)

2 years, 8 months ago

Hi @vitaly-zdanevich,

Sorry for the delay.

Is the issue still happening on Astra v3.6.8, which is currently the latest version? If it is, you might consider reaching out to us thru our Support Portal. We reply faster there.

Kind regards,
Herman 🙂

Viewing 13 replies - 1 through 13 (of 13 total)

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