Hello,
Thank you for contacting Rank Math and bringing your concern to our attention. I’m sorry for any inconvenience this issue may have caused you.
Could you please confirm if you’re using a Firefox browser? We have a known bug with Divi’s saving issue that happens only in Firefox. If so, please try using a different browser like Google Chrome and check if it’s working properly.
We are already working on resolving the issue and will soon release a fix for this. You can keep an eye on our changelog to get notified about the latest updates and features: https://rankmath.com/changelog/
If the issue still persists, please record a video screencast using a tool like Loom showing the issue so we can check as well.
Looking forward to helping you.
Thank you.
Hello,
I have the problem with both safari and chrome. I have not used or tested firefox.
Tomorrow I’ll record and post a screencast.
regards,
ennio
Hello,
Sure, do let us know how that goes.
If you prefer, you can also share your admin logins here so we can deeply check the issue.
Looking forward to helping you with this one.
Hi,
I replicated the problems and I did a screen capture video, you can watch the video following this link:
https://cloud.nsa.it/s/oydAkDGnSwA8nwX
I can create an admin login for you but since logins are IP protected I need to know the IP address from which you will connect.
regards
–ennio
Additional info: I also tried to disable all the modules from the modules panel but we have the problem with all the modules disabled too.
Hello,
Our team is distributed around the world and we use dynamic IPs, so even if you whitelist one particular IP now when we get back to the ticket our IP might already have changed.
You can turn off the blocking software from your server temporarily or exclude India, Portugal, and the Philippines so we can investigate further. You can turn it on again once this issue is resolved.
We might need to take a closer look at the issue. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
Please do take a complete backup of your website before sharing the information with us.
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/
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I upgraded divi from 4.14.1 to 4.14.2 but the problem with woocommerce/divi/rankmath remains
Hello,
I was able to replicate the issue even with only Rank Math, Woocommerce and Divi enabled.
Could you please share the full error log from your server so we can determine what’s causing this issue? You may ask your hosting provider for the logs.
If you prefer, please also share your FTP login so we can further debug this issue.
Looking forward to helping you with this one.
Yes, as you stated there is the issue even with only the 3 plugins enabled.
I’ll have a look again at the server error/access log if there something useful. Last time I checked it there was nothing regarding this type of problem.
regards
–ennio
I updated sensitive data with error/access log download url
regards,
–ennio
Hello,
Thank you for providing the error logs.
We would like to deeply debug this issue. Could you please share your FTP login as well?
Looking forward to helping you with this one.
Hi Jeremy,
Thank you for investigating further. This problem it’s really an issue for us.
I’m sorry but there is no ftp access to the server.
Let me know if you need more log files or if we can find another away to share the logs.
regards
–ennio
Hello,
To get around this issue make sure that your browser is not allowing popups.
If you are using chrome you can check that by pasting this in the URL address bar: chrome://settings/content/popups
You can add your website domain to the list of websites not allowed to have a popup and that should fix the issue.
Don’t hesitate to get in touch if you have any other questions.
the problem it’s not the popup! the problem it’s the error while saving the product as explained and reported in the video
—ennio
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
