Why isn't the Add Media button not working?

  • Unknown's avatar
    ieamblog · Member ·

    Add media button and other key functions are not working

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    thatrobyn · Member ·

    Hello there! Sorry you’re encountering this problem. I took a look at your site and see that you were able to create a draft today. Is it within this draft you’re having trouble with the Add Media button? Which other keys are not working?

    Please open your draft by clicking on Posts → All Post in your site’s Dashboard:
    https://ieamblog.wordpress.com/wp-admin/
    Open the Draft Post you’re working on and attempt to use those buttons now.

    If they are still not working, please clear your browser’s cache and cookies and try again:
    http://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache

    If that solves the problem, wonderful…if not, could you please log into your Dashboard in Firefox or Safari and let me know if the trouble persists in those other browsers, too?

    Thanks so much. I’m looking forward to hearing back from you!

  • Unknown's avatar
    ieamblog · Member ·

    Thanks for your quick reply. The problem still persists after clearing cache and all cookies in FireFox. The Add Media button (and other functions) also do not work in Chrome for me. The other functions that are not working are:

    Insert/edit link button (although Remove link works)
    Screen Options and Help drop-down menus at the top right

    Thank you for your help.

  • Unknown's avatar
    thatrobyn · Member ·

    Hello again. Thank you so much for these details. When I log in as you, I have no trouble with the buttons. Everything is clickable. So, I would like to gather information about your settings on your local computer. First, could you tell me what Operating System you are running on your PC? You can click this link to find out:
    http://windows.microsoft.com/en-us/windows/which-operating-system

    Also, please tell me which version of Chrome you’re running. You can click here to discover that:
    http://whatbrowser.org/

    Next, check Chrome to make certain none of those settings is interfering with your ability to edit your post. This link to the Chrome Troubleshooter will guide you through the process:
    https://support.google.com/chrome/troubleshooter/3338247?hl=en&ref_topic=3421642

    I see your last post was published on May 16th, and you were able to add images to that. Have there been any changes to your computer since then? Have you installed new virus protection, for instance, or installed any extensions or plugins to your browsers?

    Please let me know answers to my questions above, as well as any pertinent details you think might help in my investigation of your issue. Many thanks!

  • Unknown's avatar
    ieamblog · Member ·

    I’m running Windows 7 and Chrome 35.0.1916.153m. Please note that I don’t normally use Chrome; I only downloaded yesterday to troubleshoot the WordPress issue. I would like to keep using Firefox as my primary browser and am not interested in pursuing Chrome.

    The buttons in question worked fine for the last post on May 16th. No systems upgrades or new software since. I upgraded to Firefox 30 on June 16, only after the buttons stopped working. (I thought the upgrade might fix the problem). Thank you!

  • Unknown's avatar
    thatrobyn · Member ·

    Okie doke! Let’s go back to troubleshooting Firefox and your Operating System, then.

    1. Just as I mentioned about Chrome, I’d like you to make certain you’re not running any add-ons in Firefox that are interfering with your buttons. Please look at the following instructions for disabling extensions and themes, as well as plugins:
      https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons

      Once you’ve disabled these, refresh your Dashboard and take a look at the buttons. If they’re still misbehaving, please move onto the next step.

    2. Let’s use Firefox’s suggestion to reset:
      https://support.mozilla.org/en-US/kb/reset-firefox-fix-most-problems?utm_expid=65912487-41.djHNRQY0RhaLvvtvcd0BQA.3

      Again, you’ll return to your Dashboard, refresh, and test the buttons.

    3. Finally, let’s address your version of windows. I suggest updating your browser. First came the version 8 release, and now the most recent update is 8.1. You can find that free download here:
      http://windows.microsoft.com/en-us/windows/downloads

    Please run through these troubleshooting measures in order, and let me know the results, or if you need any assistance along the way. Thank you again.

  • Unknown's avatar
    ieamblog · Member ·

    Hello-

    I followed your suggestions and refreshed the Dashboard after each step.
    1. Disabled AdBlock Plus, and that made no difference. (AdBlock Plus was running for months when WP buttons worked fine.)
    2. Reset Firefox, made no difference.
    3. Unfortunately I cannot upgrade my Windows OS; I’m working on a company-owned laptop and this is not an option.

    Short of a system upgrade, are there any other options? Thank you.

  • Unknown's avatar
    thatrobyn · Member ·

    Hi there. I am concerned it’s an OS issue. However, before that can be decided, I do need you to try to log into your account from an outside computer. If I know you’re able to log in from an unrelated computer on an unrelated network, then I can be absolutely rule out that it’s your account, and instead focus on trying to find a solution for you to work with the older OS. Thank you so much.

  • Unknown's avatar
    thatrobyn · Member ·

    Addendum: I see you were able to create a post about 20 minutes ago with an image. Were you able to find a solution?

  • Unknown's avatar
    ieamblog · Member ·

    Hello-

    It works from an outside computer! Mac 10.7.5, Firefox. Surely there are other running Windows 7 that are able to publish blogs without issues? The post that was created 20 min ago was by a co-worker on her computer, logging into my account.

  • Unknown's avatar
    thatrobyn · Member ·

    While Windows 7 will soon be antiquated, I have not heard of any other issues from users who cannot utilize their buttons. Especially on more than one browser. Additionally, the fact that you can use some buttons, but not others is a concern.

    While we continue to troubleshoot your issue, I’m wondering if you are able to post with images from this page:
    https://wordpress.com/post/

    Do you have the same issues with the link above as you do here:
    https://wordpress.com/wp-admin/post-new.php

    If so, could you please take a screenshot of what you’re seeing on both these pages and upload to your media library via Media → Add New in your site’s Dashboard. I’ll be able to access the images from there. Just let me know when there’s something I should be looking at.

    The page at the following link has some helpful tips for taking screenshots:

    Take a Screenshot

    Additionally, this may be a bit obvious, but have you shut down, and restarted Windows?

    I’ll continue to look into this, and look forward to your findings as well. Thanks.

  • Unknown's avatar
    ieamblog · Member ·

    Hi Robyn-

    None of the buttons worked for me on the page https://wordpress.com/post/

    I saw mostly a blank screen for https://wordpress.com/wp-admin/post-new.php

    Both screenshots are now uploaded in the media library (per your instructions). Yes, I’ve shut down Windows (and my computer) many times over the past few days, same issue. Thanks so much.

  • Unknown's avatar
    thatrobyn · Member ·

    Hello again! Ok, thanks for trying those things out for me.

    Next on our troubleshooting agenda:

    Can you please look into whether your computer is running security software that is interfering with WordPress.com coding? You can click this link to check this out:
    http://customer.comcast.com/help-and-support/internet/find-out-if-your-computer-is-protected/

    Please disable any security settings for a moment while you go back to your admin page and refresh it. Let’s see if that helps with your buttons. Turn your security settings back on after this test.

    Your firewall settings could also be causing the issue, so let’s look into those as well. Turn the firewall off (briefly) to test:
    http://windows.microsoft.com/en-us/windows/understanding-firewall-settings#1TC=windows-7
    Go back to your admin page and refresh it. Once again, after this test, turn your firewall back on.

    Finally, I’d like you to make sure you have third-party cookies enabled in Firefox:
    https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

    Thank you so much.

  • Unknown's avatar
    ieamblog · Member ·

    Problem is fixed! My computer is running the following security setup, but I’m unable to turn off the settings because the system is administered by my company’s IT staff:

    – Windows network firewall
    – 2012 Endpoint Protection for virus protection and spyware

    However, I was able to add Firefox to the programs allowed to communicate through the firewall (as mentioned here: http://windows.microsoft.com/en-us/windows/understanding-firewall-settings#1TC=windows-7). Thank you so much for your efforts in seeing this through!

    Btw, my Firefox did have third-party cookies enabled exactly as shown in the link you sent above.

  • Unknown's avatar
    thatrobyn · Member ·

    We did it! Thank you for all the testing on your end. I know it was a marathon, not a sprint :) So glad you have the full functions of your Dashboard back. Best of luck with the site!

  • The topic ‘Why isn't the Add Media button not working?’ is closed to new replies.