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Hi Lotte-
We’ve seen that issue intermittently in the past, and our developers are working on the issue now, but this is the first time I’ve heard of it preventing you from saving changes to your Widget.
I did check out your site, and I can see that it’s different from the theme default now, “New Site and Online Shop Coming Soon.” Is that what it’s meant to say after the update? It’s possible that you might have seen a cached version of your page, I noticed you are using WP Super Cache. Look for the “Delete Cache” control in your top admin bar.
If that’s not the case, I’d recommend reaching out to our Premium Support team so we can take a closer look. As a DreamHost customer, you have Premium Support included in your hosting subscription.
Hi Trevor-
Thanks for the report, I’m sorry to hear about the problems using embedded videos. I checked out the video on your website, “Ming Dynasty Vase,” as well as other videos on my testing installations.
I was able to replicate the issue that you reported- but only on the Chrome browser using a Linux operating system. The same problem happens with other WordPress editors including the default “Gutenberg” editor.
Chrome on Windows, Android and MacOS plays the video correctly, so I suspect this is an issue specifically with Chrome for Linux. The video even played correctly using Chromium for Linux, a chrome-based browser.
Can you confirm that you’re seeing the issue on Linux Chrome, or let us know what browser and operating system you’re using otherwise? I’ve reached out to YouTube support about the issue.
Hi Dominique-
Thanks for giving that a shot! It’s tough to imagine what about Page Caching could be causing this, as far as I can tell you’re not minifying your JavaScript with W3 Total Cache. One other thing to try would be to switch your Page Caching method from Disk: Enhanced to Disk: Basic in your General Settings menu.
I’m going to do a little more research on our Divi testing environment and touch base with the development team to see if we can determine the cause of this for you. I’ll reply back here as soon as we have any news.
Hi Jean-
Thanks a lot for the info! Those XML Parsing Error issues only show up in Firefox, and they can be safely ignored.
I was able to replicate the same issue you see when I used the Post and Page Builder together with NextGEN Gallery.
The good news is that it seems to be a “cosmetic” error, the buttons all still work in my testing. Please let me know if I’m wrong about that.
I’ve created a bug report for our developers to get this resolved in a future release.
Hi Dominique-
Thanks for the question about W3 Total Cache and Divi.
It’s tough to say what might be causing that error. I tried to replicate it in our Divi testing environment, and I didn’t get the same behavior.
The only major thing I can spot on the front-end that is different from our testing environment is that you have Database Caching enabled. Can you try switching that off in Performance > General to see if the error persists?
Hi Jean-
Thanks for reaching out, I’m sorry to hear about the missing menus and controls. If you would like to share screenshots, you can use a service like imgbb.com to host the images and post the links here.
Generally speaking, the behavior you’re describing is usually caused by a JavaScript error, most often caused by a conflict with another plugin you’re using. Can you navigate to Tools > Site Health > Info and copy-and-paste the Active Plugins section here so we can see if we can replicate the issue you’re seeing?
Another thing that might help determine the cause of the conflict is checking your browser’s error console while you’re using the Post and Page Builder to see if we can spot the actual error that’s occurring. Here’s a quick video on how to use your browser’s error console:
Hi Martina-
The biggest thing I can see taking a look at your site is that you may have your minification set to Minify Only and not Combine & Minify. Changing this setting should help quite a bit by reducing the number of lookups your site is performing.
Another thing I noticed is that your site gets much better scores depending on the geographic location of the test. Using GTMetrix, if I set it to use a testing server in Europe instead of North America, the scores go up about 10 additional percent. Because of that, you might want to consider getting a CDN to improve global scores.
Getting down further into the technical side, keep in mind that Avada uses quite a lot of JavaScript and other assets depending on what types of content you’re including on the site. For instance, I found 6 different font (.woff) assets, and an overall page size of 3.38MB which is pretty large. Consider optimizing your images and content for a smaller overall page size.
Hi Christina-
Disclaimer- none of the information in this answer is intended to be legal advice or legally binding, just informational in nature.
BoldGrid’s software products consist primarily of WordPress Themes and Plugins. The certifications you mentioned are mostly to do with Payment Processing and data storage, which would normally apply to servers and datacenters, not the type of software we provide. BoldGrid’s software doesn’t process or store payment information.
As for the information we as a company collect and store about our customers, check out our Terms of Service, Website Privacy Policy, and Software Privacy Policy.
Hi Scott-
Thanks for the question, this should be pretty easy to fix. The most likely explanation for this is that the last time your Customizer was saved, your site’s URL hadn’t been updated to use https and was still on http.
To fix it, navigate to Customize > Background, switch to another background pattern, save, then switch back, and save once more. That should update the URL of your background image to use the same protocol that’s set in your Settings > General menu.
Hi Mary-
It looks like that website is using a commercial theme from ThemeForest called Click Mag along with a plugin called Recent Posts Widget With Thumbnails. I can’t see any evidence that this website used any of BoldGrid’s products to create their design.
BoldGrid currently doesn’t have a 3-column theme like the one you’re looking at, but you could get a design pretty close to this one using our Crio SuperTheme.
Hi Adrian-
Generally speaking, your Database engine will throw the error Deadlock Found When Trying To Get Lock; Try Restarting Transaction when two simultaneous transactions lock the same database keys in different orders, creating a “Traffic Jam” of queries.
As far as W3 Total Cache causing this error, the first thing I’d check is the Don’t cache queries for logged in users setting in Performance > Database Cache. Make sure that setting is checked, caching database queries for imports might well be causing that error.
Also, double check that you haven’t modified the Reject Query Words setting from the default, both INSERT and DELETE queries should not be cached if you’re using the default values:
^\s*insert\b ^\s*delete\b ^\s*update\b ^\s*replace\b ^\s*create\b ^\s*alter\b ^\s*show\b ^\s*set\b \bautoload\s+=\s+'yes' \bsql_calc_found_rows\b \bfound_rows\(\)
If both of those look right, you may want to consider disabling Database Cache altogether. Modern databases are very fast, and depending on the site may not actually improve performance.
Hi Shawna-
Thanks for the questions! I’ll try to hit on each one for you.
Is there something I can do to… bring it back?
You can, but at the risk of losing other changes you may have made to the page. You can use the Revisions history to go back through previous versions of the page. It’s in the Publish box, where you save updates.
[Can I] create a new one that would be larger on the page?
Yes, click the Add Block Component (+) icon at the top of the page, and look for the Button component.
I also wanted to make it larger… It just looks like tiny text.
You can also change font sizes easily. Look for the Font menu (it looks like a “T” with left/right arrows underneath).
Also, do you know of a good way to take a bunch of company logos in WordPress/BoldGrid and make them all look similar?
That’s a bigger question than it sounds like at first. Photoshop, GIMP, and other image manipulation programs vary pretty widely. I might recommend Canva, a very easy-to-use, free-to-start and web-based graphics design suite.
A lot of the success of this will depend on the quality of the logos you use to create them. Most companies should offer a Media Guide, “press guide,” or “style guide” where you can find high-resolution versions of their logos. Here’s BoldGrid’s Media Guide, for example.
Hi Phil-
You can use BunnyCDN by selecting the Generic Mirror CDN Option. BunnyCDN has detailed instructions for setting up their service with W3 Total Cache here.
Hi Monica-
Thanks for the clarification, sorry I misunderstood what you were going for.
This question has been a thorn in web designers’ sides for quite some time.
When HTML5 was released, it was the first time that it became “valid” to wrap an entire content block in a link- as long as there is no other “interactive” content inside the block, but WordPress and BoldGrid’s Post and Page Builder don’t provide a way to do it in the Visual Editor.
There are also arguments to be made that it’s bad for accessibility and SEO- both screen readers and search engine crawlers use the text inside a link to provide context for what the link is about.
All that being said, you can accomplish this if you like. I took a minute to record this short video to show you how.
Here’s the code from the video. First, add the onclick action:
onclick="window.location.href='/contact-us/';"
Then, add the CSS to turn the user’s cursor into a pointer:
style="cursor: pointer;"
Hi Eve-
Looking at that email, it looks like switching to system_zip was what did the trick!
It’s possible that your web host might not allow excessive storage in your hosting account, but I don’t think that was what was causing the issues. Now that you’ve got a good backup, you should check your backup directory for any backups that didn’t make it to the full 2.5GB size and make sure to delete them since they are not complete, just to save space.
As for backup storage, generally speaking it’s a good idea to keep your backups in more than one location to avoid “keeping all your eggs in one basket.” Downloading them to your computer is a good option. You can use an FTP server in the free version, or upgrade to get the option to save your backups to Google Drive or Amazon, among others.
Hi Shawna-
It’s my pleasure! Please let us know if you have any more questions as you learn your way around, we’re happy to help.
Hi Eve-
Thanks a lot, nice work on finding those JavaScript warnings. Those look like they’re part of your MozBar browser extension, so I don’t think those are related to the issue with Total Upkeep, especially since your admin-ajax response says success.
So for our next steps, we’ll need to do a little more digging.
First, it’s possible that Total Upkeep just isn’t finding your logs for some reason. If you have access to a File Manager through your Host, or FTP, check your backup directory to see if you can find any logs that aren’t showing up in your Dashboard. By default, this will be in your home directory, in a folder called boldgrid_backups. If you find any logs from the last few attempts we’ve made, reply back here with the information in those logs.
Next, it’s possible that some error might be logged on your server itself. You may need to get in touch with your hosting provider to find these logs. Ask them to take a look at any server errors logged from around the time you attempted your last backup, and provide them to you so you can let us know what they say.
Finally, sometimes it helps to change your Backup Compressor to another option. Navigate to Total Upkeep > Settings > Backup Process and try switching the Compressor to System Zip.
Hi Monica-
Linking to a specific block, or element on your page, is known as using an Anchor Link. Check out our detailed guide on using Anchor Links in BoldGrid.
Here’s the video tutorial from that guide:
Hi Christin-
Thanks for the question, I’m sorry to hear that you’re not able to create a backup.
The error Missing host from DSN String would seem to imply that Total Upkeep could not find your website’s DB_HOST setting as defined in your wp-config.php file. Most of the time, including on InMotion Hosting servers, this setting should be ‘localhost’. If you check you wp-config.php file using your Host’s File Manager or FTP, you should see a line similar to the following:
define( 'DB_HOST', 'localhost' );
Double-check that line in your wp-config.php and let us know if you have any questions setting it up as localhost.
Hello Francisco-
As the creators of open-source software that is free to download and use for any purpose, unfortunately sometimes that means our software is used for evil as well as for good. We don’t have any way to provide contact information about this website, as we don’t provide their hosting, domain registration, nor do they have a paid account with us.
The WHOIS information for the domain you provided does provide an Abuse complaint email- abuse@namecheap.com . That will be the best way forward for you in this case.
Thanks for that info Eve!
This backup in December may not have completed, but I think our main issue to troubleshoot is that you can’t create any new backups- after it starts it just “freezes” like you described.
That sounds like it might be an AJAX Error, a type of JavaScript error. It’s possible that might be caused by a security plugin preventing Total Upkeep’s admin-ajax requests from going through. If you’re using a security plugin, try temporarily deactivating it, run another backup, and see if it’s able to complete.
If that works, let us know which plugin you deactivated so we can try to recreate the error on our end and get it fixed.
If that still doesn’t work, we might be able to get some more information from your browser’s error console. Check out this video where Total Upkeep’s lead developer Brad shows you how to troubleshoot an AJAX error.
Hi Eve-
Thanks for that additional information! So, when you attempt to make a new backup now, it doesn’t even make a log file?
Additionally, can you click on archive-1608008125.log and get the information inside for us to check?
Hi Eve-
I’m sorry to hear about the backups failing, we’ll be happy to help out. Total Upkeep makes a log every time you create a backup, and that’s going to be the place we want to check first.
Navigate to Total Upkeep > Tools > Logs and look for your most recent log with a name like
archive-XXXXXXXX.log. If you can copy that and paste it here, we’ll be able to get some more information about what went wrong.Hi Zachary-
I’m sorry to hear you can’t log into your site, we’ll be happy to help.
One thing I noticed when I checked out your website is that the SSL certificate isn’t configured correctly- it’s using a subdomain of another website rather than your domain name. That could potentially cause the redirection you’re describing, particularly if your site is forcing an SSL connection, but your WordPress URL setting is using http://.
Double-check your SSL certificate. Since you’re an InMotion Hosting Customer, here’s their guide for setting up your SSL.
Hi Jacqueline-
Great news for W3 Total Cache users like yourself- version 2.0.0 introduced the new Setup Guide wizard to walk you through setting up a new site step-by-step.
When you install the plugin, you should see the new setup guide appear automatically the first time you visit a page in the Performance menu, but you can also always find it by navigating to Performance > Setup Guide.
You can also find more information on setting up your plugin on a shared server or on a Dedicated or VPS Server here.
Hi David-
Forgive me for the misunderstanding, I had noticed your menu was in the “Above Header” location instead of the “Primary” location so I made a bad assumption.
I can help out with reducing the space below your logo. Navigate to Customize > Advanced > Custom JS & CSS and paste this line into your Custom Theme CSS:
h3.site-description { height: 0px; }If you can give any more details about which elements you’d like to hide depending on device size, let us know specifically and we’ll be happy to help further.
Hi Juli-
I’m sorry to hear about the trouble backing up your site, as well as the missing backups, we’ll be happy to help.
The first thing to check is your backup log to see if we can spot the error that’s preventing you from completing your new backups. Navigate to Total Upkeep > Tools > Logs and look for the log with a name similar to
archive-XXXXXXX.logthat corresponds to the timestamp of your last backup attempt.If you can paste that log here, we should be able to tell what’s going wrong or at least determine our next troubleshooting steps.
As for your existing backups being missing, if possible use your Host’s file manager or FTP to check your home directory for a folder called
boldgrid_backup. If you see files there, but not in your WordPress Dashboard, it’s possible that your backup ID might have changed. Look for a file with a name similar to:
boldgrid-backup-12345678-my_backup_file.zipIn that example, your backup ID would be 12345678. Then, navigate to Total Upkeep > Backup Archives > Upload Backup and click the ? icon next to the sentence Have a large file to upload or want to use FTP? (?) and compare your backup archive’s ID with what’s displayed here, they should match. Rename your backup archives with that ID to get them to show up in your Dashboard again.
Hi Kenny-
I’m sorry to hear about the trouble resetting your password, we’ll be happy to help. Keep in mind that while we create the software you use to build your site, we don’t have any access to your site or password- it’s your website that sends the email to reset your password.
The most common reasons not to get your reset email is that it was caught by a spam filter, or was sent to a different email address that the one you normally check. But not to worry, there are several ways you can get back into your dashboard. Check out this article with 5 ways to change your WordPress Password. Your hosting provider may also be able to help you reset your password.
Hi Justin-
We’ll be happy to help you out! We have a 30-day money back guarantee. You can get in touch with our billing and support team from your BoldGrid Central account to request a refund.
Hi Colin-
The keyword phrase is meant to help you write copy to fit the keywords you’d like your content to rank for. You can put different phrases into the keyword field to see how your content stacks up for different keywords.
The actual content of the keyword field doesn’t actually change the SEO data on your page, it will just show you how well your content is written to fit that phrase.
Hi Temitope-
We do offer premium support for configuring W3 Total Cache, you can get in contact with our team directly from your WordPress dashboard in Performance > Support.
Hi David-
Westview has a built-in mobile menu in the Primary Menu location, that will automatically close down to a “hamburger” style menu on smaller devices.
There are workarounds to let you use the mobile menu in other locations.
You can also use a plugin like Max Mega Menu to customize your menu appearance.
If there’s something specific you’d like to accomplish with your mobile menu, let us know and we can also help you out with any custom CSS or design you need more assistance with. This feature is also included in our Crio Theme without the need for custom work.
Hi Caglar-
Most often, you can resolve this by visiting Performance > General Settings, re-entering your license key, and clicking Verify License Key.
If you’re still having trouble after verifying your key, contact our Pro Support Team directly from Peformance > Support and the team will be happy to help further.
Hi Peter-
Thanks for the heads-up, I’ve updated that article.
For security reasons, your administrator password is only shown when you first create your Cloud WordPress installation. You can always still log in using your BoldGrid Central Cloud WordPress Dashboard, and once you’re in you can change your password in the Users menu.
Hi Shawna-
Since you’re already using Diced, you’re halfway back to using BoldGrid for your pages and posts. The other thing you’ll need to do is make sure you have the Post and Page Builder plugin installed and active, and make sure you have the Editor selected as your preference in your Post and Page Builder > Settings menu.
As for that top part where the Call-to-Action would normally be in the Diced Theme, if you’re not using that at all you’ll need to add a Custom CSS rule to hide it completely. Navigate the Customize > Advanced > Custom JS & CSS menu, and paste this line into your Custom Theme CSS:
.entry-content { margin-top: 0px; }
