Client can’t save nor send newsletters

  • Resolved Demonipo

    (@demonipo)


    3 months, 2 weeks ago

    A client contacted me earlier this week regarding a newsletter he was doing and how he couldn’t save it and, today, send it. Weirdly, it worked fine on my end.

    Running through the usual IT troubleshooting (restart browser, try others, restart PC, clear cookies and browsing data, test on other devices and networks, testing on my admin account, etc. etc.) led to no solution. The error started as ERR_HTTP2_PROTOCOL_ERROR and, after clearing the cookies, became ERR_CONNECTION_CLOSED.

    I tested on a colleagues computer that never accessed the website and shares the same network and IP as mine, where I easily replicated the problems my client had by just trying to save. I also confirmed that Wordfence or the server’s firewall aren’t blocking any of these actions, as it doesn’t even register.

    In different places in the country, with different computers, networks and browsers, this problem has persisted and has only worked on my device due to accessing their website often. Any ideas of what could be happening or leading to these errors?

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author Stefano Lissa

    (@satollo)

    Hi, almost surely it’s a security module of the web server, like mod_security, try to check for it.

    If the admin side works and only the newsletter cannot be saved, that security module is intercepting the content and triggering a “false-positive” dangerous content submission.

    Thread Starter Demonipo

    (@demonipo)

    Hello, apologies for reviving this thread.

    Admin side doesn’t work aside from exclusively my PC (possibly caching reasons). Despite that, we shut mod_security down and the client still couldn’t save the newsletter.

    Plugin Author Stefano Lissa

    (@satollo)

    Hi, if it works from your PC there are no blocks server side, blocks could be connected to different logged in users, for example. In this case it cluld be a security plugin.

    You should try to get more details about the error, for example using the Chrome dev console (CTRL-I to open it).

    Thread Starter Demonipo

    (@demonipo)

    Hello,

    I’ve been testing ways to replicate the issue so I could tell you of any error or warning that isn’t usual, but I was unable to reproduce it on a fresh PC and on mobile as well (to check if it was a network situation). Both times I was able to save the newsletter on his account.

    However, my client still has this problem, whether it’s a different device or network. No difference with Wordfence active or not and no log of traffic or blocks regarding his attempts at saving the newsletter in the plugin and the server firewall. The error_log and debug_log are empty of any possible hint towards the problem. Also suspected it could’ve been the ram allocated not being enough, but this just proved otherwise, or even a Microsoft Edge problem, but to no avail.

    On the side of the client, we’ve done the usual troubleshooters: restart PC, restart network adapter, different browser, different account, anything under the “usual quick helps” list. Link to image with error

    What else can I do?

    Plugin Author Stefano Lissa

    (@satollo)

    Hi, have you tried to get details of the error using the browser console (to open it press CTRL-I). Could be your customer is using a VPN and the server has rules to block some specific requests?

    Plugin Author Stefano Lissa

    (@satollo)

    Another test: ask him to create an empty newsletter and save it.

Viewing 6 replies - 1 through 6 (of 6 total)
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