WordPress plugin is breaking the website

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12 comments

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    Aleksandar Kostadinov

    Hi Nathan,

    May I please ask you to submit a direct ticket to Cloudinary support via: https://support.cloudinary.com/hc/requests/new - and share with us the below details so that we could further investigate this issue for you?

    Specifically, could you please share a copy of your system report as explained here? If you can also add some assets (cf 2nd video) that would also be helpful.

    Once provided, we will take a deeper look into it on our end, trying to reproduce the issue to better understand the root cause for it.

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    Thangjam Kishorchand

    The same problem is on my website too @Nathan currently, support is figuring out the problem.

    Support id: #183544

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    Aleksandar Kostadinov

    Hi Thangjam,

    Thanks for sharing that - I had a look and I see my colleague Loic is already working with you on that ticket.

    We've identified an issue with the latest version of the Cloudinary WordPress plugin and Elementor Pro and we are currently working on resolving the issue.

    In the meantime, what we recommend is that you downgrade your Cloudinary WordPress plugin version to the previous version, 3.0.3 and once the fix from our side is released, you could then update to the latest version once again.

    I'll update this thread to confirm as soon as the issue is resolved.

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    Thangjam Kishorchand

    Thank you @Aleksandar Kostadinov for the reply.

    Do you mind adding the Compatibility Tag when you released a new update? 

    More info here- https://developers.elementor.com/compatibility-tag/ 

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    Aleksandar Kostadinov

    Hi Thangjam,

    Thanks for your response. I'll forward that to our team internally for them to consider.

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    Jamie

    This same issue happens with Beaver Builder as well.  Just wanted to make sure that gets passed along so any fix could address both plugins.

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    Wissam Khalili

    Hi Jamie,

    Thank you for reaching out.

    As this thread is about Elementor Pro, may I please ask you to submit a direct ticket to Cloudinary support via: https://support.cloudinary.com/hc/requests/new - and share with us the below details so that we could further investigate this issue for you?

    Specifically, could you please share a copy of your system report as explained here? If you can also add some assets (cf 2nd video) that would also be helpful.

    Once provided, we will take a deeper look into it on our end, trying to reproduce the issue to better understand the root cause for it.

    Regards,

    Wissam

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    Jamie

    Thanks, I have done that!

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    Anthony

    This has caused no end of headaches, major issues.

    We found out that the issue is also happening even with the previous version of Cloudinary 3.0.3

    The issue being that if you try to save or export a template when the plugin is active, the JSON file is invalid and I end up with blank pages!

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    Wissam Khalili

    Hi Anthony,

    Here is a fix that has been validated by some customers but I'd like to confirm it also works for you.

    You can find the code in the fix-metadata-saving.php file from this URL:
    https://res.cloudinary.com/wissamkhalilicloudinary/raw/upload/v1656494014/fix-metadata-saving.php 

    This file should be added to a folder that is a sibling of wp-content/themes and wp-content/plugins called wp-content/mu-plugins — in case it doesn’t exist, you need to create this folder. For now, of course, please do not test this in production :)

    In short, the fix will is de-register the post meta current saving logic and replace it with a fixed one.

    Also, please note that as soon we release 3.0.5, there won’t be the need to keep using this mu-plugin.

    Regards,

    Wissam

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    Wissam Khalili

    Hi Anthony,

    Please note that version 3.0.5 has just been released.

    Could you please upgrade and let us know your feedback?

    Regards,
    Wissam

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    Thangjam Kishorchand

    Version 3.0.5 fixes the Elementor issue, which I have listed in my support ticket.

    Thank you.

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