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Flashing Help Screen

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Dear Brains,

I wanted to swap the template of my site but only seem to have an option to choose from 4, none of which suit. I clicked on the Help button in my menu which takes me a page titled Squarespace Help Center. Howbere this page just continually flashes between a blank screen and the actual page.  Any clues what is going on? Screen recording attached.

Thanks,

Chris

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  • 1 month later...
Quote

The primary issue -- Help Center and its sub-pages never loading -- is also happening to me, rendering Help tools useless. In Firefox, the above "flashing", constantly re-loading page problem occurs. Also makes the back button inoperable. In Safari -- both iOS and Mac OS -- the page loads but all content is replaced with gray blocks. If any are links, they are inoperable. Problem persists across multiple browsers, with extensions disabled, whether I'm logged into Squarespace or not (e.g. search result followed). Please fix this ASAP!

 

Screen Shot 2023-03-15 at 4.02.51 PM.png

 

Screen Shot 2023-03-15 at 4.21.09 PM.png

Edited by Mich0648
privacy
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Yay! Solved the issue of the Help Center pages flashing, reloading in Firefox: requires disabling "Hardware Acceleration" in Performance Settings. Safari, still no idea.

https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems?redirectslug=Troubleshooting+extensions+and+themes&redirectlocale=en-US#w_the-problem-does-not-occur-in-troubleshoot-mode

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  • 2 weeks later...

Having the same problem with the Help Center refreshing about once a second and no menus or other links responding to a click. I turned off "Use hardware acceleration when available" in Firefox settings but it only made the screen refresh intervals a bit shorter and uneven.

I tried emailing support but an automated reply told me to use the Help Center or chat (in the Help Center!) instead. Catch-22.

The screen refresh pushes out the following URL: https://support.squarespace.com/hc/es/signin?return_to=https%253A%252F%252Fsupport.squarespace.com%252Fhc%252Fes%252Fsignin%253Freturn_to%253Dhttps%25253A%25252F%25252Fsupport.squarespace.com%25252Fhc%25252Fes (yes, that's the Spanish-language Help Center, a separate issue that appeared a couple of years back).

Edited by billfalls
Added a paragraph about the URL of the flashing screen.

Retired webmaster. Volunteer webmaster since 2014 for shipyardtrust.org, the nonprofit organization for the Hunters Point Shipyard artists in San Francisco, CA, upgraded in early 2017 from Squarespace 5 to 7.

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  • 5 months later...

Is this problem really just going to be ignored? Visiting a support page, such as:
DNS records for connecting third-party domains – Squarespace Help Center
Causes the page to continuously reload in Firefox endlessly. And no, turning off hardware acceleration is not an acceptable answer. Designing your website to only function on Chromium based browsers is extremely bad form for any website, but when you are a web host yourself, this is just unacceptable. Is this problem actually being looked at or worked on by anyone? Thanks.

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  • 2 weeks later...
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On 9/12/2023 at 3:07 AM, JJYCRV said:

Visiting a support page...causes the page to continuously reload in Firefox endlessly.

This can happen in any browser and is due to the SSO redirect that Squarespace have added which attempts to use your Squarespace login details with their ticketing system. 

One way to avoid this is to open help from an incognito/private browsing window where you aren't logged into Squarespace. For more detailed information, see my post how to contact Squarespace.

Edited by paul2009

About me: I'm Paul. A SQSP User for 18 yrs, I've been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is free. You can thank me by clicking one of the feedback emojis below. Coffee fuels my work.

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  • 1 month later...

I've contacted support about this issue in Firefox for Windows back in July via Twitter DM. They said they're working on it. Today, it's still happening and they said they can't reproduce it, so please use another supported browser or private browsing in Firefox.  I tried disabling acceleration, no dice, and disabling all plugins, also no dice.  Using private browsing works and Chrome or Edge also work, but I prefer Firefox.

Sigh.

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  • 4 weeks later...

I think I already know the answer but I would like to know if anyone has heard anything constructive from Squarespace on this?

I'm setting up a site for the first time and tbh it's really discouraging to see that they haven't taken this issue more seriously. I'm not really excited about getting into a business relationship with a company that basically makes their only customer support channel unusable, so if this isn't something they plan to fix I need to reevaluate my plans for my site.

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  • 3 weeks later...

December 24th 2023, using Firefox 121 on Ubuntu 22.  If I use support.squarespace.com it loops exactly as documented above.  An example URL is  https://support.squarespace.com/hc/en-us/articles/205814348-Displaying-files-on-your-site

I was able to read the web page I wanted if I opened the link in a private browsing tab.

Edited by SpinCharm
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3 hours ago, SpinCharm said:

I was able to read the web page I wanted if I opened the link in a private browsing tab.

Nice, glad it's working for you! That is step 1 in @paul2009 's answer, for others reading. 

It doesn't happen all the time, but if/when it doesn't load for me, I just close and reopen, that always works. Just in my normal browser window. Windows, chrome. 

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I'm having this issue, too. On latest version of Firefox. Tried

-Disabling all extensions

-Changing privacy settings

-Whitelisting support.squarespace.com 

-Hardware Acceleration is off already, also tried Recommended Performance Settings

I'm on Windows 11 with latest updates and latest NVIDIA Graphics Driver.

 

Had to install and use ...gulp...Google Chrome, for now. Anyone figure out what to do? I'd really prefer to use Firefox but have multiple clients that use Squarespace. I additionally had the page editor randomly sign me out. 

Any help would be so appreciated.

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