Customizer white-screen-of-death triggered by Jetpack

Hi there!

As a first step here, would you please delete Jetpack and then reinstall it? You can follow these steps to do that:

1. Start at **Plugins** → **Installed Plugins**.
2. If Jetpack is currently active, click **Deactivate** to disable it. Then click **Delete** to remove it from your site:
3. Go to **Plugins**? → **Add New**.
4. Search for “Jetpack by WordPress.com”.
5. Click **Install** and then **Activate**.

When Jetpack is installed, click the green **Set up Jetpack** button to reconnect.

This handy guide explains that process in more detail:

https://jetpack.com/support/reconnecting-reinstalling-jetpack/#reinstalling-jetpack

You shouldn’t lose any settings or any of your stats or subscribers in doing so, as that info is stored in our system here.

Deleted and re-installed, and it’s the same. What do I try next?

Can I just comment on something annoying during that process? I deleted the plugin and re-installed and when I went to set it up, it immediately connected to the WordPress.com account I was logged into, even though it was the wrong account. For those with a single account I’m sure that’s convenient, but I think it makes more sense to have a button to click to continue assuming the account is correct, and a link to switch accounts if it isn’t. Because the site got added to the wrong account, it added a lot of steps to correct it.

@bruceallen Any other ideas?

@philipt18 Thanks for giving that a shot and thanks for the feedback about the connection flow.

Based on the original error message, it sounds like you’re hitting a timeout error. As a next step, I’d like to rule out any sort of plugin conflict being responsible for that timeout. Could you please disable all of your plugins except Jetpack? Then try testing again to see if the error persists.

If the error is resolved, we’ll know that another plugin is interfering here. You can find out which plugin is the culprit by enabling each plugin one by one and repeating the test after each one.

Please let us know about the above, and we can go from there!

Well, before I disable my whole site to test, I simply deactivated Jetpack, and tried again, and the Customizer worked. Certainly it’s possible another plugin is causing problems in conjunction with Jetpack, but that may be Jetpack’s fault as much as the other plugin, no?

Hello,

Certainly it’s possible another plugin is causing problems in conjunction with Jetpack, but that may be Jetpack’s fault as much as the other plugin, no?

That’s when the issue is called a “compatibility issue”. In other words, Jetpack and another plugin/theme are not playing together nicely. But it’s hard to tell the fault is from which. Most of the time, either Jetpack or the other theme/plugin needs to make a change. But sometimes, both need to change too.

Finally, the purpose of the test steps we mentioned above is to identify which plugin/theme is causing the conflict with Jetpack. We do not imply the fault is from Jetpack or another theme/plugin.

When you have done the steps above, feel free to let us know the result so we can continue helping you.