Cannot load the Sitebuilder

  • 2
  • Question
  • Updated 2 years ago
  • Answered
I have not been able to load the Sitebuilder for 2 days to edit my pages, anyone else?
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes

Posted 3 years ago

  • 2
Photo of Peter Sauer

Peter Sauer

  • 150 Posts
  • 65 Reply Likes
today I have had major problem of not being able to publish and loading speed has been slower than molasses. I had a response back from Laura at Yola and she will talk to her tech people about this.
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
Well it's now day 3 for me of not being able to load 'Sitebuilder' at all .. anyone have any idea what's happening??
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
I have a 70Mbit internet connection and no issues with other sites.My browsers and system behave normally everywhere. 'SItebuilder' was loading fine until it was updated. I am a "Silver" subscriber and have been for a couple of years, I have 2 Yola sites and both suffer the same Sitebuilder issue. It simply won't load .. or .. when it does it's so unstable I can't use it anyway. 
Photo of Gop

Gop

  • 7473 Posts
  • 2115 Reply Likes
Hello Gary,

I also had issues with the Sitebuilder running poorly for three days. Today it seems to be back  I don't know if this is universal ?

I would try to clear your browser cache and make sure you are using the latest release of your preferred browser to overcome any local lag.
Photo of Didi

Didi

  • 27 Posts
  • 3 Reply Likes
Hi,
I like  many others  from the looks of it  have been having  problems  with  my site and  for sure the site builder not loading properly.   Have been working with  2 of your customer service people on the phone and email.   Problem  still  unresolved  -  in spite of   there efforts  - including  the phone lines  not working properly and ended up being disconnected  and  then the join.me  chat getting disconnected  to boot.   
Photo of Laura Thomas

Laura Thomas, Social Media Coordinator

  • 4536 Posts
  • 211 Reply Likes
Hi Didi,

I'm sorry to hear you have also been struggling with this. We are investigating this but have not had any luck replicating the errors which makes troubleshooting and resolving very challenging. Regarding the support channels failing, that sounds like internet connection issues which are not related to the Sitebuilder or are servers but does sound just as frustrating! I will touch base with our support team about this but I also encourage you to check in with your ISP to see if you are having any connection issues in your area. 
Photo of Didi

Didi

  • 27 Posts
  • 3 Reply Likes
Hi Laura,
Thanks for the quick reply.  Everything you suggest has already been done a number of times over and rest assured the problem is 'not' on my end.  If you notice above  your colleagues were given access to my system and went through the entire process with me and my service is high speed cable  and the "Only" site I have problems with is Yola  and the loading problems - not only of my Yola page but also  when trying to edit etc...    
Notwithstanding  the thousands of posts about this problem  right here on this page.  We can't all be having the same problem at the same time.  It just doesn't make sense,  a problem that's been going on "only",  with our Yola site for close to 5 years from what it looks like.   
Photo of Laura Thomas

Laura Thomas, Social Media Coordinator

  • 4536 Posts
  • 211 Reply Likes
Hi Gary, Peter and Gop,

Peter when we spoke over the weekend you indicated that the speed had improved for you and I was able to verify that our servers were all responding as expected.

Gary, Gop made two suggestions that would be a great place to start. Can you please go through the initial troubleshooting section of this tutorial and let us know if this allows you to access your Sitebuilder?
Photo of Laura Thomas

Laura Thomas, Social Media Coordinator

  • 4536 Posts
  • 211 Reply Likes
With regard to this being a problem starting 5 years ago, this is misleading as a new problem was reported on an old thread. We have the ability to move that conversation to a new topic but it would not carry over all the replies below it we left it. We are investigating this but as I mentioned above the issues being reported in the Sitebuilder, and the problems you are reporting with connecting via phone and chat are not related as they do not share servers. The support channel problems sounds more like poor internet connection which we can check out on our end but I also encourage you to investigate on your end.
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
Well .. I'm into week 3 and still can't use the 'Sitebuilder' .. I am unsure as to why this issue should drag on so long.. 
Photo of Didi

Didi

  • 27 Posts
  • 3 Reply Likes
Hi Laura,
The last thing I want or need to do is "mislead" anyone about anything.  Have been a paid subscriber since 2009  and rest assured  have much better things to do with my time.  All  I want is to be able to have my site load properly and be able to post and edit on it without having to wait  for over two minutes for  every edit change  etc...   to load, properly so I can get on with my day.   I have no idea  what lines are connected  where at the Yola end.  What I do know is the phone connection yesterday was  an hour of frustration because the  customer service persons  voice kept fading in and out and suddenly disconnected  - followed by the joinme chat disconnecting as well. 
Know I am NOT posting here to create problems  -  am here because I ran across it in the process of  looking  for  "Help",  trying  to "solve"  the problem.   
The phone and chat line problem were  just  an "extra one".
And I repeat again,   everything on my end has been checked out numerous times and everything on "my end"  is working properly.   I repeat  - my post is "Not"  to mislead,  it is to finally  resolve  the "problems",  in order to be able to use my Yola site.  
Photo of Jen

Jen

  • 206 Posts
  • 24 Reply Likes
Hello Didi,

It looks like you're currently working with Vika who has reached out to our engineers for some further assistance.  She'll follow up with you directly once she hears back from them.

Thanks for your patience!
Photo of Didi

Didi

  • 27 Posts
  • 3 Reply Likes
Thanks for the reply Jen.   Vika and Andre  as I said have been diligent in trying to solve this "problem" and I'm waiting to hear from them.  I am relieved to hear  the engineers are finally looking at  this clear ongoing issue, and hope  they find and fix it.
I'm delighted  how successful Yola has become and hope it remains that way and continues to grow.  Your reply certainly helps maintain customer loyalty and hope to be able to use my Yola Site soon.  
Best regards,
Didi  
(Edited)
Photo of Peter Sauer

Peter Sauer

  • 150 Posts
  • 65 Reply Likes
Loading time is back to normal now, but over the weekend there were multiple problems with slow loading, time outs, images not loading
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
H iLaura and Hi Peter, my Sitebuilder is still not loading .. I have cleared browser cache etc 3 or 4 times to no avail. 5 days now and no access to edit web pages. I am using a Mac with Safari 9.1 (same computer and software I have been using for weeks prior without issue)
Photo of Gop

Gop

  • 7473 Posts
  • 2115 Reply Likes
Hello Gary,

Are you able to login to the Sitebuilder (yola.com) ?

If so you may try another browser to see if your Safari is the issue?
(Edited)
Photo of Lyall

Lyall, Official Rep

  • 142 Posts
  • 10 Reply Likes
Hi Gary, I've just emailed you asking whether we can call you to assist further with this. Please respond to my email - we look forward to chatting!
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
Hi Lyall, sorry I missed your calls, my schedule is mad at the moment. I still have the same issue and no luck heading into week 3. I have tried using Chrome instead of Safari, however, the site builder does load but it's so unstable (flickering and erring that it's next to no use at all) Using Chrome I am able to edit some pages but it takes forever to do because the pages and menus and fonts keep altering in size and flickering and is way too unstable .. I don't suppose we could just roll back to the older Sitebuilder?? Try using email please as I can't guarantee I'll be able to speak if you call. We need to fix this asap .. t's going on too long now and representing a value and service issue.
Photo of jeremy

jeremy, Employee

  • 1349 Posts
  • 90 Reply Likes
Hello Gary, 

Unfortunately Lyall is currently offline. 

You mention the Sitebuilder is flickering? Is this when you load your site? 

Would it be possible to ask you to go to http://supportdetails.com/ and copy what you see there into an email to support@yola.com or post it here so we can better understand your system. 
Photo of Laura Thomas

Laura Thomas, Social Media Coordinator

  • 4536 Posts
  • 211 Reply Likes
Hi All,

We are still struggling to replicate the loading issues you have reported which makes solving it next to impossible. Can those of you who are still struggling with this problem please email us with a screenshot from supportdetails.com so we can try to replicate your exact set ups for testing? 
Photo of Peter Sauer

Peter Sauer

  • 150 Posts
  • 65 Reply Likes
Hi Laura
this may help you understand what is happening on their computer, I used a similar program for another service company and it really helped them understand where my problem was

http://camstudio.org/
Photo of Gary Rivers

Gary Rivers

  • 7 Posts
  • 5 Reply Likes
I have done this 2 days ago (twice) once from Safari and once from Chrome.
Photo of Didi

Didi

  • 27 Posts
  • 3 Reply Likes
Hi,
I've done that and had Vika and Andre (your colleagues)  join.me  on my system to witness what has been going on with the problem;  so please consut with them for the direct experience.  Hope that helps.