My site is not loading in the Sitebuilder

This tutorial explains why your site or page may not be loading in the Sitebuilder. We will explain how you can make sure your content is added correctly so that your site loads and you're able to edit it.

Initial troubleshooting

If your Sitebuilder isn't loading, we recommend trying the following:
  • Clear your browser's cache
    This link has information on how to clear your browser's cache: Clear cache.
  • Check the Privacy Settings
    Your settings must be set to enable cookies for your Sitebuilder. This link has those details: Enabling Cookies.
  • Enable Javascript
    Check that your browser is set to enable Javascript : Enable Javascript.
  • Check for large pictures or large files
    This can definitely cause a page to load very slowly. Please take a look at the following on how to resolve this issue: Image Optimization.
  • Check your network
    Contact your internet service provider. They might be experiencing problems. Try navigating to other sites to see if they load for you.
  • Try a different browser
    Test your site in different browsers. For example will the page load in Chrome, but not in Internet Explorer? There may be a widget on your page that a particular browser cannot load. Try your site in Firefox, Internet Explorer and Safari.
  • Anti-virus/firewall
    Check your computer's anti-virus and firewall programs to see whether they may be blocking your site from loading. This information is usually listed in the logs. If your site is being blocked, you will need to add it to your exceptions list. For information about how to do this, visit your anti-virus and firewall provider's website and take a look at their "Help" section.
  • Browser add-ons
    Browser add-ons could affect your Sitebuilder and prevent it from loading correctly. If you have add-ons installed on your browser, try disabling them.
  • Location
    If you are using a public computer, such as in a library or internet cafe, the network security settings may be causing your Sitebuilder not to load. Try to access your site from your home computer.
If, after going through the above steps, your page still isn't loading it may be because of broken HTML code.

Browser compatibility

I am using Internet Explorer 11 and my text does not appear on my page.
If you are using Internet Explorer 11 and the text on your site is not showing, you may need to turn off Compatibility View. For more information, see:

My page is stuck on "Opening Page" and the content does not load

This is mainly caused by adding invalid HTML code to your page. When this happens the page is not editable and therefore does not allow you to correct the code. This situation is rather unfortunate and you have only two options available. The first option is to try and break the code by changing the layout (usually 3-over-1 works best). Then, drag the widget containing the invalid code to one of the empty columns and delete. If you are still unable to access your code, then please send a ticket to your support team for further assistance.

How do I avoid such a situation in the future?
We recommend testing your HTML code first before adding it to your page. Here's how to test the code:
  1. Create a test page in your Sitebuilder.
  2. Add the code and save the page.
  3. Now open a different page and then return to the page with the pasted code.
  4. If the code stops the page from loading or if you encounter any problems on the page, we suggest not adding it to your site until it's corrected.
How do I fix my invalid HTML code?
  1. Go back to the source of the HTML code and make sure you have copied the entire code.
  2. To make sure you are copying the entire code, simply right click on the code with your mouse and click Select All. This will ensure that all code is selected.
  3. Then click Copy.
Use an HTML tidy tool - there are many HTML tidy tools available for correcting invalid HTML code. We recommend using

Using the HTML tidy tool
  1. Paste your copied HTML code into the field called "HTML".
  2. Click on "Tidy!".
  3. Your invalid code will be corrected.
  4. Right-click with your mouse, click Select All, right-click again and click Copy. This will ensure all code is copied.
  5. Go to Widgets and select Popular from the drop-down menu. Drag and drop an HTML widget onto your page.
  6. Now copy and paste the corrected HTML code into the HTML Editor.

"Invalid Component" error dialog box when loading my page

If you see an error dialog box with a message like this "Invalid Component id '134'. Cannot Find Component HTML" this is mainly due to pasting invalid HTML code on your page.
This type of Error message is much easier to resolve and in most cases does not require for the page to be deleted and recreated.
Here's how to resolve the problem:
  1. Hold down on the "Esc" key or click on "OK" until the message closes.
  2. Locate the last piece of HTML code that was added to your page. This is most likely the cause of this issue.
  3. Delete the HTML widget containing this code.
  4. Save the page.
  5. Click on Page Refresh (it looks like a circle with an arrow).
    • If the Error Dialog box does not appear, then the HTML widget you deleted was the offending widget.
    • If the Error Dialog box still appears, then you still need to locate the offending HTML widget and delete it.

How do I correct the invalid code?
Follow the steps outlined above!
I get validation errors on my page
When you see such errors on your page, there is nothing to be alarmed about. These HTML validation errors have little or no practical impact to how browsers render your site or how search engines index your content.
We consulted one of our Javascript developers and here's what he has to say:
"Due to the nature of our Sitebuilder, it's quite difficult and time intensive to ensure complete HTML/CSS compliance. Traditionally we've focused more on features and work-flow than generated code quality because we felt most users weren't aware of HTML validation and would prefer more features and better work-flow to higher quality generated code and less features / worse work-flow.
That said, as former standards compliant web developers ourselves, we understand the goals of standards compliance. We get big smiles on our faces when everything validates correctly and will be placing an emphasis on fixing as many of these issues as we can in the future."
Please try the above suggestions if you are having problems loading or editing your site. If you are still experiencing difficulty, please contact your support team.