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This topic contains 10 replies, has 2 voices.

Last updated by Mateus Getulio 1 month, 2 weeks ago.

Assigned support staff: Mateus Getulio.

Author Posts
April 18, 2021 at 5:38 pm #8565795

abelM

I am trying to:
access to my Theme Builder pages or to edit any page or post with Divi Theme

Link to a page where the issue can be seen:
it's a backend issue

I expected to see:
DIVI builder

Instead, I got:
"Divi Theme Builder: An error has occurred please try again later. Close" (from a DIVI window)

and some errors on error.log:

[18-Apr-2021 17:03:30 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 262144 bytes) in /home/olhoozxt/public_html/wp-includes/class-wp-hook.php on line 294
[18-Apr-2021 17:04:46 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 20480 bytes) in /home/olhoozxt/public_html/wp-includes/blocks.php on line 590
[18-Apr-2021 17:08:53 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 20480 bytes) in /home/olhoozxt/public_html/wp-includes/class-wp-locale.php on line 185
[18-Apr-2021 17:20:34 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 262144 bytes) in /home/olhoozxt/public_html/wp-includes/plugin.php on line 287
[18-Apr-2021 17:23:54 UTC] PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 20480 bytes) in /home/olhoozxt/public_html/wp-includes/class-wp-block-parser.php on line 495

This is not a mem issue!
I've upgraded the memory limit.

April 19, 2021 at 1:56 pm #8573021

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hello Abel,

Welcome to the WPML support forum.

Could you please explain a bit more about the connection of the issue with String Translation? Have you deactivated it, and the problem was gone?

By your debug info, it is possible to see that despite the PHP memory limit has been set to 512mb the WordPress memory limit is currently 128M. Can you please try to increase the WordPress limit to 512mb as well to try to fix this issue?

If this still doesn't work, let's run some debugging tests. First, please look at Divi -> Support Center at your WordPress Dashboard for any error listings and tell us what you have there.

We might be facing an interaction issue with a third-party functionality, in this case:

- Deactivate all the plugins that are not related to WPML
- Switch for a moment to a WordPress default theme like Twenty Twenty-one
- If the issue is gone, activate one by one to see with which one there is an interaction issue

Could you tell me the results of this investigation? Also, can you enable the debug mode? Please add the following code in your wp-config.php file:

// Enable WP_DEBUG mode
define( 'WP_DEBUG', true );
  
// Enable Debug logging to the /wp-content/debug.log file
define( 'WP_DEBUG_LOG', true );
  
// Disable display of errors and warnings 
define( 'WP_DEBUG_DISPLAY', false );
@ini_set( 'display_errors', 0 );
  
// Use dev versions of core JS and CSS files (only needed if you are modifying these core files)
define( 'SCRIPT_DEBUG', true );

Please check the following links to read more about debugging with WordPress.
- https://codex.wordpress.org/Debugging_in_WordPress
- https://codex.wordpress.org/Debugging_in_WordPress#Example_wp-config.php_for_Debugging

After adding the code above, try to reproduce the issue again and check if you'll find a debug.log file inside the wp-content folder. If you locate it there, please send us the last lines here in the ticket.

Looking forward to your reply. Thanks,
Mateus.

April 19, 2021 at 3:24 pm #8573897

abelM

Dear Getúlio
(Getúlio Vargas grande do Brasil)

So thank you for your reply.
I've done all your requests and the result is the following debug log

[19-Apr-2021 15:22:10 UTC] PHP Notice: Trying to get property 'name' of non-object in /home/olhoozxt/public_html/wp-includes/post.php on line 1765
[19-Apr-2021 15:22:10 UTC] PHP Notice: Trying to get property 'labels' of non-object in /home/olhoozxt/public_html/wp-includes/post.php on line 1801
[19-Apr-2021 15:22:10 UTC] PHP Warning: Creating default object from empty value in /home/olhoozxt/public_html/wp-includes/post.php on line 1801
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$name in /home/olhoozxt/public_html/wp-includes/post.php on line 1812
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Undefined property: stdClass::$hierarchical in /home/olhoozxt/public_html/wp-includes/post.php on line 1829
[19-Apr-2021 15:22:10 UTC] PHP Notice: Trying to get property 'name' of non-object in /home/olhoozxt/public_html/wp-includes/post.php on line 1765

Thank you.

April 19, 2021 at 3:40 pm #8574113

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hello,

Yes, he was former Brazilian president 🙂

Thanks a lot for providing us with those logs, I would like to request temporary access (wp-admin and FTP) to your site to take better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link

Please, let me know if you need any additional details. Have a nice day.

April 19, 2021 at 7:09 pm #8575541

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hey there,

It looks like the credentials that you shared with us are not working on our end. We are receiving a ‘wrong username/password’ error message.

Can you please review that information and get back to us?

I’m marking your next message as private again in case you need to send us confidential data.

Thank you, please let us know.

April 20, 2021 at 2:07 pm #8582557

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hi Abel,

Sorry about this back and forth with this.

We were able to login but instead of being redirected to your wp-admin dashboard we are seeing a block page that says:


You have been locked out.

If you are a verified user, click the button below and an email will be sent to you with a magic link to bypass the lock out and log into your site.

Can you please temporarily deactivate this protection? Or then you can create an admin verified user with this email: mateus.g@onthegosystems.com.

Alternatively, please feel free to whitelist my IP so I can access the backend of the site: 201.17.210.10

I'm marking your next reply as private in case you need to enter new access data. Thanks for your help with this.

Best,
Mateus.

April 20, 2021 at 9:02 pm #8585333

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hey there,

I checked this out but so far I couldn't find a fix for it.

I asked my colleagues to have a look at this issue in order to see if there's anything I'm missing.

I'll come back here as soon as one of my colleagues reply back to me (which it shouldn't take long).

Thanks,
Mateus.

April 21, 2021 at 6:29 pm #8593995

abelM

Dear Mateus

Here is a DIVI Expert explanation on the issue:

Hi Abel,
Eduard here 👋
Thank you for the login details. I have checked the website and the first thing I have noticed was that WPML was not properly configured to work with Divi and/or Divi's theme Builder - I took care of that.
The Classic Editor plugin was installed - however, is not need it. If you want to use the old WordPress editor, Divi has that option built right into it. From Divi > Theme Options > Builder Advanced Tab > Enable Classic Editor options should be enabled.

Regarding the issue at hand, when trying to edit any Divi page in the backend we get a 503 Error: Service Unavailable:

So that means, the server might run out of memory, to double-check this theory, I have deactivated all 3rd party plugins, except Woocommerce, Yoast, and all the WPML add-ons, and editing the page in the backend started to work as expected, here is a video: hidden link
So the issue is not created by Divi and WPML String translation as it was thought initially 😄
Next, I have activated the Bloom and Monarch plugin, this also worked as expected: hidden link
Next, I started by activating one plugin at a time. After each activation, I checked on Pages that are using Divi Builder and see if it still works. I have repeated this process until I actually figure out which plugin is causing the problem. It is Divi Event Manager - which I'm afraid is being developed by a 3rd party developer. I will recommend in this case to reach out to the plugin's developer and let him know about the issue.
Here's a final video, where all the previous plugins are active, including WPML String Translation and everything works, as soon as I activate the Divi Event Manager plugin, the 503 error is back: hidden link
Hope it helps.

April 23, 2021 at 10:52 pm #8612269

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hello Abel,

Thank you for the updates.

Upon further inspection, we've reached a similar conclusion of Divi experts, where we could see that the Divi Event Manager plugin was the culprit of the issue. Have you already contacted their support? Please let us know what they have to say about the error.

If you haven't, I'd like to ask you to do it. In the meantime, our team is continuously investigating the problem.

Best,
Mateus.

April 27, 2021 at 8:18 am #8631705

abelM

Dear Mateus
The issue is not solved yet.
Guys at Divi Event Manager Plugin: hidden link are going to check this. You think we can close this ticket?

April 27, 2021 at 2:12 pm #8636001

Mateus Getulio
Supporter

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hi Abel,

Thanks for contacting the Divi Event Manager Plugin support.

We can keep this ticket open while they work on the issue with you. Please let us know about their conclusions as soon as you get updates from them.

Have a great day,
Mateus.