client cant "save" text

[RichardMailcamp]

Hi,

A client of ours cant seem te save the text that was written. as soon as she leaves the box,the text is gone. Had her empty the cache and problem persists. I can reproduce the problem and on another pc she doesnt have this issue. any thoughts of what it could be?

[smiska]

Hi,
Do you have a manual "save" button set up? Does the text disappear when your client clicks away from the text editing or just by leaving the text area? If you can capture it in a screencast and send it to support@edmdesigner that would be helpful for the reproduction. I'm looking forward to your answers.

[MarkEsteiro]

Had a different experience of this. For us, emptying the browser cache did solve the problem. However, this issue is affecting several -- but not all -- clients and has a significant negative impact when text entered is not saved.

We've tested in Chrome, IE, Edge with the same issue experienced. When we inspected the EDM frame in IE11, it highlighted javascript errors occurring in CKEditor.js.

SCRIPT445: Object doesn't support this action
ckeditor.js (431,287)

Any further ideas on this?

[RichardMailcamp]

Hi,

It's when leaving the text area. And indeed, clearing the cache does solve the problem. We cant reproduce the problem ourselves, so a screencast is not available. (although I did ask the client, which hasn't responded). So, it's not a mega urgent matter, but it's annoying quite a few clients so far

[rkarina94]

This is also happening with me. When I double click on a text element and click away, the text disappears/does not update. Attached is an error on the console log from CKEditor.

"Uncaught TypeError: CKEDITOR.style.customHandlers[a.type] is not a constructor"

Please fix this as soon as possible as our clients have been having this issue frequently.

[smiska]

Hi,
@rkarina94 could you detail the reproduction steps to receive the error attached from the screenshot? Using the app, I don't receive the attached Javascript error. Maybe clearing the cache is a solution in your case as well? I googled the error, but didn't find useful information on the possible underlying problem.

@MarkEsteiro: does it still happen in some cases regardless of clearing the cache, that text edits are not saved? On development platforms I read that this the error you shared is non on IE browsers, and I think it is not related to texts not being saved, but if your experiences are different, I can take a closer look.

[rkarina94]

Hi @smiska,

To reproduce the error:

1. Generated an instance of the EDM designer by opening a project/template.
2. Added a text element by dragging it to the body/box and double clicked on it.
3. Added some text and clicked out of it - the added text was cleared out and did not update.

As seen in the console log error, it's something to do with one of your dependencies (CKEditor - WYSIWYG HTML Editor). I've also updated the editor to the latest version.

Below are the machine and browser I'm using to replicate this issue:
Machine: MAC
Browser: Version 59.0.3071.115 (Official Build) (64-bit)

[agnieszkakowalska]

We had the exact same issue and clearing cache manually helped (https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en).

[smiska]

Thanks @agnieszkakowalska for the useful link.

Another thing that can solve the issue is to set up a manual save button (which was mentioned earlier), in case it's not implemented yet. You can configure a button to send an event through the postMessage API to the editor. The event should be the "saveProject" according to the EDMdesigner's docs. It triggers on our side the CKEditor edit to be closed, so that after a timeout the project gets saved. In the implementation it is best to wait for the response from the "saveProject" event - after it arrived the project is already saved.