USER: I am using one plugin called Media library folder USER: This plugin is supposed to list out all my directories in upload flder USER: presence message USER: here is the link USER: https://lmitech.wpengine.com/wp-admin/admin.php?page=media-library-folders AGENT (Sarah): Great, just getting logged in at my end here USER: The directory structure is not loading and the loader keeps on revolving. I have used same plugin on my local installation of this site and it works there. I had to change permissions on the wp-content folder an then it worked USER: I have changed it to 777 on my local installation USER: Can you change the perms here as well so that this plugin works USER: It is not able to read/write things in uploads directory that is why the directories are not loading on this page USER: presence message AGENT (Sarah): Right, so we have strict file permissions on the server, it must be 775 for folders https://wpengine.com/support/file-permissions/#Default_File_Permissions Directories: 0775 Files: 0664 There is no way to force higher permissions beyond these default settings. For example, if a plugin requests a directory be set to 777, it will not be possible on WP Engine. USER: presence message USER: How will I use this plugin then? USER: How will the directories get listed on this page? USER: Is there any workaround? USER: I need to use this plugin as it is very important USER: Is there any other issue other than permission? AGENT (Sarah): If the plugin requires anything other than 775 for this then it's not going to work on our platform I'm afraid. I'll check and see if I can find any alternative on this for you here USER: Is it not loading due to max execution time? USER: Please let me know any alternative for this. USER: presence message AGENT (Sarah): I can definitely turn off the max execution time for you here if you'd like to test that, in the meantime I'm just having a look into previous support contacts to see if I can find an instance where this plugin has worked here USER: presence message USER: Sure thanks USER: presence message AGENT (Sarah): Okay great, I have the max execution time turned off here so any and all requests will be allowed to run through. Feel free to test at your end while I'm checking into this here USER: presence message AGENT (Sarah): Okay, so I've had a look at other support contacts and I can see a few instances where customers seem to be able to use Media Library Folders, so I would think that you could be able to use it. In some instances it looks like it's been usable but when creating new folders it sets them automatically as 777 and after that resetting to 775 seems to solve issues. What I'm looking at at the moment here is the plugin's own support listed in the docs here: https://lmitech.wpengine.com/wp-admin/admin.php?page=mlp-support Have you had a look at the suggested processes for "Folder Tree Not Loading" in this case? I've had a look over the headers here on the site and I'm not currently seeing a CSP header added AGENT (Sarah): However when trying to load the the JS error of: Uncaught TypeError: Cannot read property 'children' of undefined USER: presence message USER: This JS error might be because of the product tree not loading AGENT (Sarah): Right, I'm just looking further over this here at the moment to see if I can get some more info for you USER: Please elaborate this also a bit more - USER: I've had a look over the headers here on the site and I'm not currently seeing a CSP header added USER: presence message AGENT (Sarah): In that I'm referring to what is on the support page: https://lmitech.wpengine.com/wp-admin/admin.php?page=mlp-support Under Folder Tree Not Loading In rare cases, a site may have implemented a Content Security Policy that is preventing the loading of Media Library Folder's Javascript files. To test for this condition, go to observatory.mozilla.org, enter the address of your site and scan your site. From the scanning results, check to see if there is anything under 'Content Security Policy’ If there is nothing under Content Security Policy, then this is not an issue with your site. For those sites that use a Content Security Policy normally the policy would include: script-src ‘self’ to load local Javascript file. AGENT (Sarah): There isn't a Content Security Policy header applied to this site itself, so that doesn't look like it should be the issue USER: presence message USER: What are our options now? USER: How can we make this work? USER: Because it is working on my local installtion of this site AGENT (Sarah): I'm currently looking into it further Ankita Have you tried following the steps outlined on this page already? https://lmitech.wpengine.com/wp-admin/admin.php?page=mlp-support USER: presence message AGENT (Sarah): It's working locally for you but not with the correct permissions, so that needs to be considered. I'm currently looking into it further, but if may help if you can confirm you've followed the plugins troubleshooting steps USER: presence message USER: Yeah I have already tried resetting the DB AGENT (Sarah): Great, thank you USER: presence message AGENT (Sarah): I'm just taking a further look into things here to see if I can grab more info on it at the moment AGENT (Sarah): From checking things it doesn't look like you should need the permissions changed for this plugin to load It could potentially be something else on the site blocking it in this case, as I have found a couple instances of the plugin loading the paths here correctly. is it okay with you if I turn off the other plugins except for the Media Library Folders one? I'll have a backup taken, but I can copy to a different environment first if you prefer USER: presence message USER: No, you can take a backup and check if any other plugin is causing this issue. Thanks for your help AGENT (Sarah): Great, thanks Ankita. I'll get started on that now USER: A backup should work if things go out of hand, right? USER: presence message AGENT (Sarah): Yes exactly, so I have a backup taken here and if anything has any problems, we can always restore back to this backup point USER: presence message AGENT (Sarah): Hey Ankita, I'm sorry but I need to step away here so I'm going to pass you over to a colleague here to take over for you AGENT (Spencer A.): presence message AGENT (Spencer A.): Hey Ankita, I hope you're doing well. Please allow me a few minutes to get up to speed. AGENT (Sarah): presence message USER: Yeah please USER: Thanks AGENT (Spencer A.): One thing I'm checking into is our security settings because those differ greatly from Local's, which does not have any. USER: presence message AGENT (Spencer A.): Locally, do you have WordPress 5.5.1 or is it 5.4 version? USER: presence message USER: I am checking USER: presence message AGENT (Spencer A.): Understood, thank you. On the server, 5.5.1 is used. I want to rule out the big jQuery update of 5.5 causes issues but was not sure what version is running locally. USER: presence message USER: on local I am using 5.5.3 USER: presence message AGENT (Spencer A.): Thanks! Okay, that's good then the plugin works on 5.5 AGENT (Spencer A.): Thanks for your patience Ankita! Looking through our security settings and logs, I do not see that the plugin is being blocked from working on our end. I even tried copying to legacy staging, which does not have any of our platform security settings to rule out any issues, but the plugin does not work there either. https://lmitech.staging.wpengine.com/wp-admin/admin.php?page=media-library-folders AGENT (Spencer A.): The login to legacy staging is the same as your production site AGENT (Spencer A.): I even tried downgrading to PHP version 7.3 to see if there were issues with htaccess being read, but that has not made a difference. USER: presence message AGENT (Spencer A.): I then tried removing our must use plugins, which also did not help. I recommend reaching out to the plugin developers team to see if they can provide further assistance in getting the plugin to work on our platform. It would be helpful to know if we need to do more to allow the plugin to work on our platform and if they have a way to enable extra debug logging for their plugin, that would help us further diagnose the issue. USER: The whole site seems broken USER: Please restore the backup AGENT (Spencer A.): Yes, let me do that now USER: It's a complete mess. Please restore the backup that Sarah has taken before changing things on site AGENT (Spencer A.): I see she disabled all plugins, which is why it looks the way it does. I just started the restore. USER: presence message AGENT (Spencer A.): Thanks for your patience, the site finished restoring just now. AGENT (Spencer A.): Please check the site again on your end and let me know how it looks. The site looks much better now after doing the restore USER: presence message AGENT (Spencer A.): downloadable message USER: presence message