Troubleshooting (Problems & Solutions) | SP Page Builder (Pro) - Documentation | JoomShaper

SP Page Builder (Pro)

Updated Last: 21 September 2023

Troubleshooting (Problems & Solutions)

I have the Pro version but with locked PRO features

It's a common issue, in most cases caused by the Joomla 4.x cache. Try the following steps to fix the problem:

  1. Joomla Admin: System >  Maintenance > Clear Cache >  Select the Delete All and then Clear Expired Cache buttons in the toolbar.
    delete all cache
  2. Clear the Browser cache or use 2nd browser.
  3. If you're not sure if you have the Pro version installed, you can always download and reinstall with the Pro package (.zip).
  4. The SPPB license key should be taken from the JoomShaper dashboard:
  5. Check if you added the correct e-mail & license key in Settings, and if were saved.

Now you should be able to use all PRO features. If this still does not solve the problem, we recommend adding a Forum ticket (share admin access in "Hidden Area").

After the update, I have the Lite version, not Pro!

If you clicked SP Page Builder update but instead of Pro version, the Lite version was installed. Why? Probably somehow the old update path was stored in a database. To fix it in your cPanel (hosting account) find the PHPMyAdmin tool, and inside the database that is used for that website please search the phrase "com-sp-page-builder-free.xml" if you will find it somewhere replace it with "com-sp-page-builder-pro.xml" and then Save changes.

After this basic task, the problem should not return anymore. As a temporary solution, you can download a PRO version from our site and reinstall using it.

Make also sure that you cleaned the browser cache, you can also check SPPB editor from different browsers to be sure.

My Google Map API or Google Fonts API do not work

There are a few main reasons for that error:

  • API key wasn't activated fully or authorized for your website domain URL. For sure you may have problems using localhost because Google cannot validate this local server.
  • You pasted the API key with extra space before or after the correct numbers. In that case, copy & paste again this time be more careful with that process. The ‘Developer Key’ can also directly be copied by clicking on the icon provided to its right on the ‘Credentials’ page under the API keys section.
  • No secured connection (no lock icon) - missing https (SSL) for a used domain may cause many problems as well.
  • Missing Cross-Origin Resource Sharing (CORS)  you can see that warning message inside the browser DevTool console - to fix it check .htaccess rules and settings of plugin System - HTTP Headers.

As Google Fonts may be viewed on any domain, the fonts are served with the following response header:


I can't save Page (blocked by CORS policy)

 If you can not save Page settings (The save button doesn't respond) in most cases, the save process is blocked by CORS policy: The 'Access-Control-Allow-Origin'. It may happen when you first enable SSL on your server. This is usually because some requests are made using SSL while others are not using SSL, this makes the Same Origin Policy error kick in.

 CORS is industry standard for accessing web resources on different domains. It is a very important security concept implemented by web browsers to prevent Javascript or CSS code from making requests against a different origin.

How to solve it (3 steps, one of them should help):

  1. Force HTTPS under your global configuration's Server tab (System > Global Configuration > Server > Server Settings) to the Entire site.
  2. Please check your configuration.php file, the variable $live_site should be empty. If you have any value there, remove it:
    $live_site = ''
    The problem you are having is caused by your redirection rules (most likely you are redirecting non-www to www or vice-versa), but your $live_site variable does not have the www.
  3. Additionally into .htaccess file please add the below code:
    <IfModule mod_headers.c>
        Header set Access-Control-Allow-Origin 'origin-list'
        Header set Access-Control-Allow-Credentials true
  4. If the above 3 tips will not help, please From cPanel disable mod_security.
  5. Set HTTPS as origin URL in MaxCDN setup admin console.
  6. If the above tip will not help, and if PHP is running in FastCGI mode. Switching to CGI mode solves the problem.

Pages list or Editor Not Working / White screen

Are You Using JS compression?
If yes turn it off
in Template Options or inside Compression Plugin, clear Joomla and browser cache, and try again. If you use an additional extension like JCH_Optimizer (or similar) in the highest compression level you have to add exceptions for some .js SPPB files.

off JS compression

Are You using the cookie plugin?
Some cookie box plugins, for example, Folcomedia - Plugin use cookies alert  - makes JavaScript conflict with SPPB editor. If you have any please disable the cookie plugin or module, refresh the cache and reload the front-end editor.

Are You Using A CDN?
I use Cloudflare and although I was enabling the production mode on their website, it wasn't working. I had to go to the DNS area and turn off the service one by one for everything. I have since been told I only need to bypass the A records.
Turn Off Rocket Loader
In some cases, we suggest turning this off, and then it will work, you would not need to manipulate the CDN settings.
Subdomains Are Affected
If you have CDN for the main website, it also affected the subdomain as well. This means that even though you have signed up for a CDN for your website, it's going to trickle down to everything associated. Be patient, the changes to take effect, request about 5 minutes. So wait for everything to turn off before working on your site.

Restricted Access instead of SPPB editor

If you upgraded SP Page Builder from 3.8 to 4.0.x version in Joomla 4 and you cannot get into SPPB editor views: Get Started, Create a New page, Settings etc. and you see a white page with the text message "Restricted Access" only to fix it:

  1. Please use the default/original .htaccess file from Joomla core.
  2. Reload and check again.
  3. If will not help, please remove all redirects from the Joomla 4.1 Redirection component.
  4. If still not working, you may have to disable those two plugins:
  • API Authentication - Web Services Basic Auth
  • API Authentication - Web Services Joomla Token

No Editor in the Front-end view

If you want to edit a Page using the front-end editor but all you see is Error 403 or 404 page or you don't see edit icons in toolbars (addon, row options, etc.) like in the below screenshot or

no edit icons

it may be caused by Akeeba Tools Pro default security rules. To fix it you have you go into Akeeba Tools Pro:

  1. Go to "Htaccess maker" and add the following exceptions.
  2. Look for: "Allow direct access, including .php files, to these directories:"
  3. Then add these two new items:
  4. Then click "Save & create .htaccess"
akeeba tools settings

You can also manually add those lines to .htaccess file.

########## Begin - SP Page Builder 4
RewriteRule ^administrator/components/com_sppagebuilder/(.*)$ - [L]
RewriteRule ^components/com_sppagebuilder/(.*)$ - [L]
########## End  - SP Page Builder 4

The admin area of SP Page Builder is "broken", the Pages and Editor design doesn't look as it should

As the first step check if Akeeba Tool Pro (or another Firewall component) is installed? If yes, please follow the steps from the above guide. The firewall default rules may lock SPPB CSS styles and javascript files that cause broken design issues. 

If the above step won't help, please disable the rocket_loader from your Cloudflare.

Various Buttons Displayed As? In Sp Page Builder

You can fix it by adding the following lines to the .htaccess file:

########## Begin - SP Page Builder
RewriteRule ^administrator/components/com_sppagebuilder/(.*)$ - [L]
RewriteRule ^components/com_sppagebuilder/(.*)$ - [L]
########## End  - SP Page Builder

JCE editor toolbar takes too much space

Probably you have too many icons. Our recommendation is: to reduce the number of icons in the JCE Pro/Core toolbar. I guess you are not using all features from them. In most cases, your toolbar needs 2-3 rows of icons, not more. Check which features (icons) you and your client really need & use, and remove the rest.

Components > JCE Editor > Editor Profiles > Default > Features & Layout > Current Editor Layout (at the bottom) and then "Plugin Parameters" tab.

JCE icons

Additional CSS tip to increase text editor window (both for TinyMCE / JCE):  

@media (min-width: 760px) {
.builder-inline-editor-item.builder-inline-editor-has-child :is(.builder-inline-editor-dropdown,
.builder-inline-editor-button-content, .builder-inline-editor-button-options)
{min-width: 700px !important; width: 700px;}

My SPPB container is too narrow compared to the template

It's because Bootstrap 5 (from Helix Ultimate) has a wider container for a larger screen. You may have to use below custom CSS line as well:

  @media (min-width: 1380px) {.sppb-row-container { max-width: 1320px;} }

This problem was solved in SPPB 3.8.6 update.

I don't see a list of Google Fonts

As the first step, generate a Google Fonts Developer API, after you have an API key copy-paste it into the Advanced section of SP Page Builder Settings. Then click refresh after adding the API key. Google Fonts should be now listed in the Font Book with a search and categories box.

Notice! Remember to enable the Web Fonts Developer API. The Developer API gives access to the metadata for all families served by Google Fonts.

K2 integration doesn't work as it should

If the toggle button in the K2 item editor appeared, but nothing happens when pressed and you cannot use SPPB inside. To fix it you have to delete two lines from the K2 translation file also from English if you use it - en-GB.com_k2.ini:

K2_THE_ENTRY_IS_ALREADY_IN_THE_LIST = "The entry \" ENTRY_NAME_HERE \ "is already in the list!"
K2_THE_ENTRY_WAS_ADDED_IN_THE_LIST = "The entry \" ENTRY_NAME_HERE \ "was added in the list."

Then SPPB Pro editor should work after.

I cannot Save page settings

 If you can not save Page settings (Save button doesn't respond) check the status of mod_security in Apache. For some reason, certain functions are blocked by this software. If possible disable mod_security and check the behavior of SPPB again. You can use Comodo WAF rules instead.
If the above tip will not help, and if PHP is running in FastCGI mode. Switching to CGI mode solves the problem.

Ask hosting support for more details/help.

Open Streets Maps addon does not display Map

In most cases, there are two reasons for that:

  1. Wrong location Latitude, Longitude numbers. In location (L,L) field must be only one comma, between numbers. The numbers inside must be divided using dot.
  2. Wrong Map Style. Please use the Voyager style, Wikimedia may not work anymore.

Video Not Play Automatically As Background On Mobile Phone

Most browser developers (Google, Apple) starting from 2017 changed the Autoplay Policy for videos used on mobile devices. These changes provide users the ability to browse the web with fewer distractions, particularly in the form of relief from websites that auto-play with sound. Auto-play restrictions are granted on a per-element basis. Don’t play ads without showing media controls because they may not auto-play and users will have no way of starting playback. Remember that audio tracks that render silence are still audio tracks, and their existence affects whether a video will auto-play at all. In these cases, a video with silent audio tracks won’t play. The audio track should be removed or, alternatively, the muted attribute can be set on the media element.  Playback will start automatically for a video element once it comes into view if both autoplay and muted are set.

Summary / Good to know:

  • Muted autoplay for video is supported by Android.
  • Muted autoplay is supported by Safari on iOS 10 and later.
  • Autoplay, whether muted or not, is already supported on Android by Firefox and UC Browser: they do not block any kind of autoplay.

Ajax Loading Error (Window)

This error you may see during the component update or uploading images or when you try to reinstall Joomla by Joomla!Update -> Live Update.    

Typically this happens when you have a .htaccess rule (possibly originally inserted for additional security Akeeba Tools) blocking access to the restore.php file. If removing rules from .htaccess will not help, please use 3 steps from the above tip. This should solve the problem.

I cannot load Page templates and/or Sections Library or use front-end editor

The most common reasons are:

  • Your server may have set too sensitive security level set, or
  • PHP file_get_contents() function has been disabled/locked
    - in that case, please contact hosting support.

** In most cases can be changed in php.ini or .htaccess file or ask Hosting support.

Check also below settings:

  1. Turn on the allow_url_fopen from your hosting
  2. Check the console error using inspect element from your browser
  3. Rocket loader or mod_security may block the resource loading.
    That's why: Turn off the Rocket loader, if you use the SSL certificate.
    Rocket loader contains inside the Cloudflare SSL Certificate.
  4. Turn off (disable) mod_security from cPanel (hosting settings).
  5. Use FTP tool (or File Manager) and check if the com_sppagebuilder folder exists or not. If exist delete (or rename) the folder: templates/your_template/html/com_sppagebuilder


I added the License key but SP Page Builder still has limited features

To use all PRO features, please:

  1. Download SPPB Pro (link) and install it over the Lite version.
  2. Inside SP Page Builder > Options: insert the License key 32-digit (from JoomShaper account) and e-mail*
  3. Clean Joomla cache.
  4. Clean the Browser cache deeply.
  5. Check on 2nd browser as well.
  6. Enjoy all PRO features.

*Use exactly the same email you entered while signing up for JoomShaper account.

Video is not displayed

There are many factors that can cause an error to appear in the video addon player:

  1. According to license restrictions (private settings), some video clips from YouTube or Vimeo cannot be inserted inside websites beyond the original website.
  2. You inserted the wrong video link, please always use a link copied from the address bar, without any extras parameters.

The most popular error messages from Vimeo and YouTube:

"Because of its privacy settings, this video cannot be played here” - this the most popular error message. If you’re seeing this error in the player, the video you are watching has domain-level privacy enabled. The video’s owner can adjust the domains where a video can appear within the “Where can this video be embedded?” section of the embed settings page. If the domain is listed in your video settings page, but the error is still appearing, the domain specified in your address bar may be different from the domain sent to the Vimeo player. In these cases, a privacy error may appear. 

"We’re having trouble playing this video." - If you are seeing this error, it’s likely that you are viewing your video in a browser tab or window that’s been left idle for an extended period of time. A quick refresh of the player or your browser should clear the error.

“This video is currently only available on” - If you see this error, the privacy settings for your video prevent it from being viewed outside of Video owners - check your privacy settings.

“Sorry, this video does not exist.” - The video you are viewing has been deleted by the account owner. If this error appears while you are viewing someone else’s videos, you’ll need to contact the Vimeo/YouTube account owner or administrator of your webpage/service for more information. If you see this error for a video that hasn’t been deleted, please reach out to us so we can investigate.

What about K2 integration in Page Builder 5

We had to stop supporting the K2 extension, and we're not going to restart it. For the simple reason that there is little chance that the K2 project will receive support for Joomla 4, and Joomla 5 before the end of 2023 or even 2024. Support for Joomla 3.10 ended in mid-August 2023. And all smart webmasters (that we know) have long since migrated content from K2 to Articles. My thoughts are that it's the last call to do it. 

Notice! We never had a K2 addon, only the K2 integration that allowed the use of SPPB in K2 Items.

Fatal error: Allowed memory size of ___ bytes exhausted

In most cases, this error comes from loading more into memory than what you set up PHP to handle in one process. There are other causes, but these are much less common — very rarely it can be a memory leak if you're still on an old PHP version.

You can easily fix it by increasing the php memory limit, for example, you can edit your php.ini file inside server root. We recommend that you set the memory limit to at least 128MB.

If this solution does not work for you, then this means your web hosting service provider does not allow to increase PHP memory limit. You will need to ask your web hosting provider to increase your PHP memory limit manually.

Error establishing a database connection

It is a fatal error that makes your Joomla website inaccessible to all users. This error occurs when CMS is unable to make a connection to the database. A number of things can affect your database connection which makes it a bit difficult for beginners to troubleshoot.  The ‘Error establishing a database connection’ issue can be caused by incorrect database information in your Joomla global configuration settings, corrupted database, or an irresponsive database server. 

Your Joomla database credentials are stored in the configuration.php file. It is the Joomla configuration file that contains important settings including database information. You need to make sure that the information for the database name, username, password, and database host is correct. If you are confident that your database name, username, and password information is correct, then you may want to make sure that you are using the correct database host information.  If you're not sure, You need to contact your hosting company to confirm your database host information.  Go to your hosting dashboard  (cPanel) and try to access phpMyAdmin and connect the database. 

If everything seems to be correct, and Joomla still cannot connect to the database, then your database server (MySQL server) may be down. This could happen due to heavy traffic on a server, also caused by a DDOS attack. All trusted hosting companies will help you troubleshoot the problem, point you in the right direction, or even fix it for you. 

No configuration file found and ...

It's Joomla's problem, not related to SP Page Builder! To solve it use the FTP tool or file manager from cPanel and check if you still have configuration.php. If not or seems to be empty, please recover that file from the backup. This kind of issue may be caused by a successful hacker/spammer attack.