Back end description fields vanish

#144943
  • Resolved GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hi,

    I’m contacting because problems on my sites backend. Namely, I’m experiencing issues for a while where randomly text from short description and well from regular description gets deleted or vanish. This happens while admin-ajax.php script runs, which does run way too often. About 6 times per 2 seconds which I don’t think is fine. It should check the session time but not that often for sure.

    This happens on both when editing post or product page, no matter. It happens randomly when page is opened. For short description all text will vanish and in regular description title tags such as h2, h3 etc.

    The problem stops when I deactivate Rank Math plugin. I have same site on test stage with Yoast(all same plugins) and no such issue. I have googled and searched around but I cannot find solution to that. I tried to disable autosave and thought it happens because of it. Maybe should try to disable Heartbeat action but this is not good either.

    Anyway I’m hoping that this problem gets somekind of solution because editing pages and products are already time consuming, and when you release in the middle that all the text is gone before you could save is stressful.

    Looking forward hearing back if there has been any similar tickets or problems before. Using latest WP, With flatsome theme.

    Regards,
    Kaur

Viewing 11 replies - 1 through 11 (of 11 total)
  • Michael Davis

    3 years, 11 months ago

    Rank Math pro

    Hello,

    Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.

    Assuming you are using the latest version of all the plugins and the themes (please update if not yet), it would seem like a conflict with one of the plugins or the theme you are using.

    To determine that, please follow this troubleshooting guide:
    https://rankmath.com/kb/check-plugin-conflicts/

    Only the site admin would know and your users won’t be affected by this troubleshooting.

    If the issue persists, please record a video screencast using a tool like Loom showing the troubleshooting and edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
    Sensitive Data Section

    It is completely secure and only our support staff has access to that section. If you want, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:

    https://wordpress.org/plugins/temporary-login-without-password/

    You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):

    https://wordpress.org/plugins/wp-security-audit-log/

    Please do take a complete backup of your website before sharing the information with us.

    We really look forward to helping you.

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hi Michael,

    As I mentioned I have identical test environment, only difference is that there we have Yoast installed instead of RM and no such issue.

    All plugins are updated to latest version of course.

    I will run some more tests but in first look it seems to be issue with RM.

    Kind regards,
    Kaur

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hi Michael,

    Alright. I managed to debug it even deeper. It seems to be conflicting with WPML. As I thought they are compatible, never thought about it. WPML Multilingual CMS latest version is giving this issue. Having default theme, woocommerce and rank math installed everything is fine. Whenever I enable WPML Multilingual CMS the issues starts to rise. Its strange because on test environment we have WPML installed as well and no such issue.

    Is there something that you can check or should we contact with WPML? Also very strange that no other similar issues because its one of the most popular multilingual plugin.

    Looking your soonest reply to resolve it.

    Kind regards,
    Kaur

    Michael Davis

    3 years, 11 months ago

    Rank Math pro

    Hello,

    Thank you for keeping in touch.

    This is not expected to happen. Since we cannot replicate it from our end, would you mind if we check it on your site?

    To do this, please share your WP access and FTP too as we might need to do deep testing.

    We really look forward to helping you.

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    Michael Davis

    3 years, 11 months ago

    Rank Math pro

    Hi Kaur,

    I have been checking your site but am not sure how to replicate this issue.

    Would you mind sharing a screencast of how this issue occurs using a tool such as https://www.loom.com ? The more descriptive of the issue the better.

    We really look forward to helping in resolving this

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hi Michael,

    I will not record it as its quite simple to replicate.

    Just open up one of the products as I couldn’t right now replicate it with posts but I know that it has been happening there as well. If UX-builder is quickly opened up and content modified inside the ux builder, the issue seems not to be there.

    For products its still there.

    Open up one of the products, for example – Liquid Screen Protector GoGoNano™ Liquid Shield 25ml

    Now just keep that page opened, do not modify anything. You can scroll forward and backward until admin-ajax.php runs. After that Products short description which is bottom one is going to dissapear fully in most cases. For long description above, all the tags will dissapear – h2, h3, li etc.

    Please try it and let me know results and if you are experiencing same as we are.

    Will be looking forward hearing back from you.

    Kind regards,
    Kaur

    Michael Davis

    3 years, 11 months ago

    Rank Math pro

    Hello,

    Thank you for the follow up.

    I accessed your site, nothing changed on your backed end, just went straight to the product you specified but I still can’t replicate this issue.

    Check the screencast I added in the sensitive section.

    Looking forward to helping you

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    GoGoNano

    3 years, 11 months ago

    Rank Math free

    Hi,

    This case can be closed. It seems to be one of the Chromes extensions which is very strange. Anyway after disabling all of them the issue was gone. Same happened actually when I disabled Rank Math or WPML, so I was assuming it.

    The problem seems to be now solved. I really appreciate all the help and time you put into this. Glad its now fixed. I was never expecting Chrome and its extensions to conflict like that.

    Kind Regards,
    Kaur

    Reinelle

    3 years, 11 months ago

    Hello,

    We are super happy that this issue is already resolved. If you have any other questions in the future, know that we are here to help you.

    If you don’t mind us asking, could you please leave us a review (if you haven’t already) on https://wordpress.org/support/plugin/seo-by-rank-math/reviews/#new-post about your overall experience with Rank Math? We appreciate your time and patience.

    If you have another question in the future, please feel free to create a new forum topic, and it will be our pleasure to assist you again.

    Thank you.

Viewing 11 replies - 1 through 11 (of 11 total)

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