Design Tool Is Blank - Not Able To Add New Or Customize Products

Discussion Forums Technical Issues
1

I am trying to add a new product and the design tool screen is showing as blank since yesterday. 

The problem also happens when creating a new product from an existing product. 

I have cleared browser cache and also tried using a different browser. I have also restarted my router and logging-out of my account and back in. 

EDIT: The design tool is also blank when trying to Personalize any other seller’s design just to test. So customers are also not able to customize a product. It works on mobile (Android) but not on desktop (Windows 10) on FireFox, Chrome or Opera.

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2

The workaround if you need to add new products:

1- Create your product on mobile to upload your product image.

  1. Size and fit the image.

  2. Close the tab.

  3. Go back to your desktop and find the design in drafts and work on all other options. 

This is obviously a temp solution for sellers with the same problem. Customers will still not be able to customize a product. 

You can try to customize my design here to see if you are affected. 

3

Hey @TazDez ,

Sorry to hear about this issue. I can’t replicate this on my end.

Can you provide a screenshot so I can report this to the team, please?

Thanks.

4

@Mark  Here is the screenshot of this problem. My partner has the same issue and my mother in law.
PLdesign store works fine. 

PLdesign_0-1783077228175.png
PLdesign_0-1783077228175.png1944×1235 25 KB

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5

Thanks for replying Mark.

This is a huge problem as customers will also not be able to customize any product. I found a workaround as a seller until this is resolved. We can’t possibly expect customers to have to use the same steps. 

You might want to check with your developers whatever they changed yesterday around this time. This is when the problem started. I suspect it’s a server caching issue and they might have to add an exception to exclude the design tool part of the URL from the cache. 

Steps to replicate:

  1. Use Windows 10 on desktop - The problem is on Chrome, Firefox, Opera and Edge. 
    Clearing the cache and cookies, restarting the router and machine doesn’t help. 

The design tool is just blank… here is the screenshot showing that it’s blank.

design tool blank.png
design tool blank.png1359×571 14.8 KB

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I also have the same problem more and more often. Sometimes it works but I have to insist over and over again. Really frustrating

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7

I had this happen a couple days ago randomly. I can’t explain how it happened or to which product. I had to refresh the whole window and it came back finally. I haven’t had it happen since that time. I’m on a Mac on Chrome.

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8

Another hack if anybody is interested to create a product from an existing product and just needing to replace the product image for the new product. 

  1. Open the existing product you wish to change the image on for your new product.

  2. Press on the “Edit this design” button. 

  3. Press on “Ask Zee” and type “Please open the design tool so I can replace the image for this product.”

  4. Wait for the image uploader to open.

  5. Upload or choose another image for your product. 

  6. Go to the “Next: Options” button in the top right corner of your screen. 

This should work as normal from this stage.

Not perfect but it will help you if you just need to create a new product with a different image. 

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9

I have the  same issue  … it is a huge problem …  the customers   can not    design either …

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10

Same here.

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11

Has the issue been resolved for you? I’ve had the same problem for a couple of days too. Did everything you did, still nothing.. 

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Not yet. I sent in a support ticket 3 days ago. It was passed on to the IT team yesterday. 

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Thanks for letting us know. I’ve sent this to Engineering for review. For now, try a hard refresh. Let me know if it doesn’t work. 

Windows & Linux

  • Google Chrome / Microsoft Edge / Firefox: Press Ctrl + F5 or Ctrl + Shift + R.
  • Internet Explorer: Press Ctrl + F5.

MacOS

  • Google Chrome / Firefox: Press Cmd + Shift + R.
  • Safari: Hold Option + Cmd + E, then press Cmd + R
14

A hard refresh was the first thing I tried before anything else. 

I suspect it’s something to do with the cache settings on your website. You might need to add an exception  to exclude the design tool’s part of the URL from the cache in the cache settings. 

This is also a problem customers face when trying to customize a product. It shouldn’t require a hard refresh to work I think? In any case, a hard refresh does not make it work.

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15

Same problem here.

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@Mark   Could you please help? Unfortunately, the design tool still isn’t working for me after refreshing. I’m attaching a screenshot.
I’m using Chrome on a laptop.
Thank You!

blank design tool.png
blank design tool.png1273×1036 17.6 KB

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I guess we can forget this hack, thanks Zazzle. 

The Ask Zee chat bot is refusing to open the photo uploader as of today. 

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18

Unfortunately, this does not work either.

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19

the  same here  - it  does not  work  with the hard refresh either

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20

Two days after contacting support, I have found the issue resolved this morning.

2.jpg
2.jpg1000×459 54.2 KB

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