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Error parsing Custom CSS, verify Custom CSS is valid.

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Hi everyone, i think some of the others had stated this issue but i cant seem to find a fix even though i had gone through customer support twice. So it started like 3days ago when i was required to change some information on our website. We used an accordion plugin so we adjust our product info on "Additional Info" page on our products page. However when i was trying to access it all the elements overlaps each other and i get the code "Error parsing Custom CSS, verify Custom CSS is valid." I could not access the information below or else it would delete the code block we were using.

Here is couple fixes I have tried:

1) created a new website with all plugins and custom CSS copied and pasted, yet the new website functioned perfectly

2) removed all CSS on the current website and yet the issue still stands

3) deleted each code injection one by one to hopefully discover the issue however no luck also.

I have contacted customer support and they all said its a CSS or code injection that caused the issue which means they cant help. Can anyone please help me solve this issue?

 

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28 minutes ago, kit0226 said:

I get the code "Error parsing Custom CSS, verify Custom CSS is valid."

I have...removed all CSS on the current website and yet the issue still stands

If you have (1) temporarily removed - and safely backed up! - all the content from Design > Custom CSS, (2) saved the change and (3) refreshed the site in your browser, then the error message should disappear. If it doesn't then this suggests there's a Squarespace bug that only Squarespace engineers can resolve. If it is working correctly, it should not flag an issue with CSS when there isn't any saved in the Custom CSS panel.

As you have now removed the Custom CSS, I recommend following up with Squarespace Customer Care (again!), ideally using online chat (because it avoids the delay between responses) and tell them you have removed the Custom CSS but still have the error. I would expect them to fix it (delete your site cache), escalate your ticket to a product specialist or confirm an issue with the platform.

32 minutes ago, kit0226 said:

Can anyone please help me solve this issue?

Forum users would love to help you to solve this but we don't have access to your site and, we don't have access to the same tools as Squarespace teams. If I had access to the site I'd follow exactly the steps you have laid out in your post, so I think the next step is for Customer Care to confirm a bug and then fix it for everyone affecting by this new error message since 19 November.

I'll be interested to know how you get on.

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22 hours ago, paul2009 said:

If you have (1) temporarily removed - and safely backed up! - all the content from Design > Custom CSS, (2) saved the change and (3) refreshed the site in your browser, then the error message should disappear. If it doesn't then this suggests there's a Squarespace bug that only Squarespace engineers can resolve. If it is working correctly, it should not flag an issue with CSS when there isn't any saved in the Custom CSS panel.

As you have now removed the Custom CSS, I recommend following up with Squarespace Customer Care (again!), ideally using online chat (because it avoids the delay between responses) and tell them you have removed the Custom CSS but still have the error. I would expect them to fix it (delete your site cache), escalate your ticket to a product specialist or confirm an issue with the platform.

Forum users would love to help you to solve this but we don't have access to your site and, we don't have access to the same tools as Squarespace teams. If I had access to the site I'd follow exactly the steps you have laid out in your post, so I think the next step is for Customer Care to confirm a bug and then fix it for everyone affecting by this new error message since 19 November.

I'll be interested to know how you get on.

Did this help? Please give feedback by clicking an icon below  ⬇️

First of all, thanks Paul. Unfortunately it is a live website and It wouldnt be possible to keep the Custom CSS deleted for long. I would still contact squarespace customer care (yes again!) and see if they can do it within a short period of time to minimize the effect. 

Will update on this thread for the result.

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