I did a backup of MySQL database, after the problem appears. COuld it be more interesting to send you database export + file to reinstall the website locally?

ok done see Hidden Content area. but for your info, since yesterday, the page has been restored. because we are working on it right now.

Thanks for your info.

I have two questions for you.

1. The page has been recovered means your problem has been fixed, right?
2. In your site, Current SP Page builder version is v5.4.0, in this version if you are facing the same issue? As your earlier version was: v5.3.8.

If your problem has been solved, then it is unwise to work on it.

Thanks for your co-operation.

below my answers :

1. no. I mean, after the page content has been deleted, we have added the content a second time because we needed to work
2. yesterday, when I opened the ticket, problem has been discovered on version 5.3.8 . this morning we have applied the 5.4.0 update. but this does not mean the problem is solved.

As I said in my ticket, this is the second time in 1 week we are facing this issue, on 2 different websites in version 5.3.8

Apologies for the inconvenience. Kindly ensure you have a complete site backup using the Akeeba Backup extension and inform me once it's done. I am currently addressing the issue with the senior.

Thank you.

ok backup done.

unfortunately I am unable to provide a screencast because the problem was punctual. I had this problem 2 times on 2 different website, and when the pages were deleted, we have added the content twice to continue to work. so for the moment, I don't know howx to reproduce it. and I don't know from your side I you can investiguate on some logs files.

As I already said, impossible to provide a screencast because the problem does not happen every time. As we don't know when the problem happen, impossible to predict and perform a screencast.

now we use the latest version of SP page builder. But previously, I was using version 5.3.8. PHP 8.3.12 Database : 10.6.19-MariaDB

Noted with thanks.

any news please ?

I have reuploaded your backup to our live development server and am working to replicate the issues. I will keep you informed of any findings.

Best regards

ok thanks

Dear Laurent,

Thank you for your detailed feedback and for sharing your perspective.

Here are some important updates for you:

1. I have thoroughly investigated your issues multiple times in both the local environment and our development live server. I tested by adding and editing your every pages, but I was unable to reproduce the problem even once. You can also try to reproduce the issue on our development server. Please check the credentials provided in the hidden content.

2. Our development team has also reviewed the issue. They noted that when an old page created with SP Page Builder 3 is edited in SP Page Builder 5, it is automatically converted to the SP Page Builder 5 format. So there is no need for bulk migration for all pages from SPPB 3 to SPPB 5

3. If a page is saved in SP Page Builder 5, the deleted content behavior should no longer occur for that page in the future.

4. Our developers have identified an approximate solution: the issue occurs when the content table is [], but the text field contains SP Page Builder content.

5. The recommended solution: If a user finds that a page’s content has been deleted, they should immediately export the database and provide the page ID to us. It’s important not to add or save any new content to the page before reporting the issue.

If we can successfully reproduce the issue, we will implement a fix in the next release. Therefore, we kindly request your assistance to help us understand the problem better.

Thank you for your cooperation and understanding.

Best regards

Hi Carolyn Walker,

Sorry for the inconvenience.

1. Primary Solution: When updating from SPPB 3 to SPPB 5, please review all pages, check the content, and save each page using this guide: https://prnt.sc/sjhvoLgeBzd_

2. To assist further, we need some SPPB database information. Please locate the page ID from SPPB page where content was deleted, access the database, and share a screenshot similar to this: https://prnt.sc/znjc9_8AwbNE

This will help us improve and address the issue effectively.

Best regards

Dear Laurent,

Everything is fine, but I’d like to address point 2:

2. 'Check content' does structural changes when transitioning page content from the older version of SP Page Builder (SPPB) to SPPB 5. Bulk checks are not recommended for multiple pages, as any layout issues could make it difficult to identify and resolve problems within the content.

If this issue arises again, please feel free to share the details as I’ve explained, and we’ll provide prompt assistance.

Best regards

Hi Asfakur Rahman Saikat,

I faced the same issue yesterday in version 5.4.4 I didn't upgraded from any old version. I created new page and added all the content in it and saved it, after adding more content in the page I saved the page it sudden refreshed the page and whole content gone, page blank. I exported the page after firsted saved so I re imported it again and the did changes and again after saving everthing gone it happened 4-5 times on same page.

Also there is a stucking issue as well when we click save it keeps rotating save button but didn't save the page so we need to refresh the page, this issue is more happening in V5.4.4.

Best Regards, Umair

Hi Suas,

Thank you for reaching out, and I apologize for any inconvenience.

I need to investigate your site and SP Page Builder page. However, since you are not the author of the original post, please avoid sharing any sensitive data in hidden content.

I recommend reaching out via JoomShaper Live Chat, where I can collect the necessary details from you.

Thank you for your cooperation.

Best regards

Dear Umair (Suas),

I recently sent you an email requesting additional information to assist with the investigation. I kindly remind you of the details needed:

1. Database Access: Credentials or a backup of the site's database.
2. Deleted Page Details: The Page ID of the deleted content.
3. JSON Exports:
   • Export of the page content before it was deleted.
   • Export of the page content after it was deleted.
4. Full Site Backup: A full backup of your site, preferably using Akeeba Backup.

Your cooperation is greatly appreciated, and I look forward to your response to proceed with resolving the issue effectively.

Best regards

Thank you for your messages. I have responded accordingly. Once I receive the required data from him, I will begin the investigation.

Best regards.