Customizer fails to load on Windows

  • Unknown's avatar
    sidneyduffy · Member ·

    Even after upgrading to the latest version of WordPress.com application 7.05 on Windows, whenever the customizer is launched, the display stays stuck with a loading screen forever and the customizer is not displayed. Rebooting or uninstalling and reinstalling the application does not fix the problem. Loggin out and back in does not help either..

    The site I need help with is [visible only to staff] (email visible only to moderators and staff).

  • Unknown's avatar
    helper-heroponriki · Member ·

    Can you please let us know what version of the Windows OS (XP, 7, 10, etc.) you’re currently using?

    Once we have that information, we’ll be better able to advise. Thanks!

  • Unknown's avatar
    lifeforceenergies · Member ·

    Windows 10 Pro – v 20H2

  • kokkieh · Staff ·

    Thanks for that. Just to confirm, it always stays on the loading indicator? It never goes to a page saying the customization tools didn’t load correctly?

    Does the Customizer load correctly for you if you visit it in your browser?

    Can you check if clearing your computer’s DNS cache helps. You can find instructions to do that here:

    https://www.technipages.com/flush-and-reset-the-dns-resolver-cache-using-ipconfig

  • Unknown's avatar
    lifeforceenergies · Member ·

    Customiser does work in normal browser such as Chrome

    The app version stays stuck on the loading indicator for many minutes, sometimes it will eventually come up and say tools did not load correctly (but now always).

    Clearing DNS cache (as per instructions) makes no difference – still stays stuck, though it seems to have resulted in “tools did not load” message appearing more frequently; though that is based on only a small sample size.

    If and when the “tools did not load” message appears, clicking on the “Try again” button results in the same thing happening and a while later being back at the “tools did not load” message.

  • kokkieh · Staff ·

    I suspect this might be a connection issue. Are you able to test this using a different internet connection, e.g. tethering with your phone or using free wifi at a library/coffee shop?

    If you’re using a proxied internet connection, a VPN, or antivirus with a firewall in addition to that built into Windows, also check if temporarily disabling those make any difference.

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