“Please Wait” and cannot access templates

@katie80 Thanks for your patience here. It appears that this issue is the result of a conflict between the Jetpack and Web Stories plugins. We’re currently testing to determine how and why this occurs.

We’ll be in touch as soon as we have more info for you on next steps. Thank you!

@katie80 It appears after performing a hard refresh (Command+Shift+R) in an incognito browser the stories dashboard loads normally. Could you please give this another try?

Thank you again.

When am I to type in those command keys? At what point? I’m incognito.

• This reply was modified 3 years, 7 months ago by katie80.
• This reply was modified 3 years, 7 months ago by katie80.

Hi. I just did the command in incognito and everything is the exact same. That code page.

It looks as if it is actually working now. It’s never even looked like this before. Am I able to go out of incognito?

@katie80 You can key in that keyboard shortcut while in incognito.

Happy we were able to get to the bottom of this! ?? If it works there, you can return to a normal browser and also perform a hard refresh there as well.

It seems to be working now. Can you please lmk if it will when I’m out of incognito?

• This reply was modified 3 years, 7 months ago by katie80.

If you perform a hard refresh (by keying in that keyboard shortcut as you did in incognito) in your normal browser your Stories dashboard should display normally there as well. Let us know if you run into any issues. Thanks!

It appears to be working. THANK YOU SOOOO MUCH and thanks for your patience with me being clueless and stressed out. I’ve been working on this for a few weeks and it hasn’t worked without major issues. Thank you!

Do you think you’ve fixed it or can I expect more of this?

@katie80 Thank you as well for raising this issue and helping us work through it.

We’ll continue to monitor this and reach out to support at Jetpack.

The dashboard you see now is how the Web Stories dashboard should correctly look without other plugins conflicting with it. If it occurs again for you, do perform the hard refresh troubleshooting step and checking it in an incognito window. Hopefully, you can create stories a little more seamlessly, but if you do encounter further issues, please feel free to reach out again. Also, you are welcome to share your feedback if you have a spare moment. Thank you!

The only issue I still have is that it keeps “saving.” Meaning, the blue circle that keeps circling around the preview button keeps spinning and spinning. Instead of just saving, it spins. Any ideas about that?

In addition, when I click the Preview button, it won’t preview, just the spin.

• This reply was modified 3 years, 7 months ago by katie80.

@katie80 Are you still experiencing this issue? If so, can you tell me if you see any error messages such as “failed to save story,” or do you just see the spinning blue circle with no message?

No, it is just spinning and the “save” and “preview” don’t work. So, I need to refresh the page and hope that it saves my stuff. The spin just goes on and on and there’s a LOT of lagging. It’s just a very slow process for me.

There’s no message, just those buttons that won’t work and the spinning preview.

@katie80 Thanks for sharing these details! I know you’ve already spent a lot of time working to troubleshoot with us, but I do need to ask you to try a few things that can help us identify and ultimately fix the issues you’re seeing.

Disable Video Optimization

Try this first:

1. Go to Stories > Settings in the WordPress admin
2. Scroll down to Video Optimization and uncheck the box for “Automatically optimize videos used in Web Stories”
3. Wait a moment while the settings update save
4. Go back to editing a Story as you’ve been trying and see if you are able to successfully save/preview

If that doesn’t work, try the following:

Use Troubleshooting Mode

1. In the WordPress admin, go to Plugins > Add New
2. In the Search plugins box on the right side of the screen, enter “Health Check”
3. Click Install Now next for the Health Check & Troubleshooting plugin
4. The button will change to say “Activate”; click to Activate the plugin
5. You’ll be returned to the main Plugins screen; scroll down and select “Troubleshoot” under Health Check & Troubleshooting
6. On the right side of the screen, you’ll see two collapsible boxes: Available plugins and Available themes. Click Available plugins first.
7. Click “Disable” next to each of the plugin names except Web Stories. What we’re testing here is if Web Stories works without any of your other plugins activated, which would indicate that there’s a possible conflict between Web Stories and one of your site’s other plugins.
8. After you’ve disabled all other plugins, go back to Stories and see if you are able to save/preview.
9. If you are successfully able to save/preview, the next step is to determine which plugin is causing the conflict. To do this, go to Plugins > Installed Plugins and click “Enable while troubleshooting” under the first plugin in the list, then go back and test Stories.
10. Do this for each plugin and when/if you find that Stories stops working again, note which plugin you enabled that caused Stories to stop working.

I know that this is a lot of work on your side to do, so I appreciate you taking the time to help troubleshoot here. Unfortunately errors like this can be caused by a lot of different things and are often specific to each different user’s site setup, so I don’t have an easy answer. If there’s anything I can clarify, let me know!

Oh, gosh. With a father in the hospital and working several jobs, I can’t take on another job (with no pay, no less). Sorry, I’d love to help, but my plate is full.