Theme editor left column grayed out

[RiptideWeb]

Yesterday I was able to easily customize my theme using the left column buttons. Today the buttons are grayed out and seem to pulse. There is a green bar up top that looks like a script is being loaded but the bar is stalled. The scripts will not load and therefore I can't update my page. Any ideas?

[Ash]

Hey, @RiptideWeb!

Ash here from the Shopify team. Welcome to the Shopify Community! 

I understand that you're experiencing some issues with your theme customizer, and I'm happy to help out with this! Thank you for providing the screenshot, as that's a great help for me in understanding what the problem is. Based on that screenshot, it appears to me that the theme customizer is having some troubles fully loading in. I've got some steps for you to try which should resolve this! Please give the following a shot, and reply back here to let me know the progress: 

• Check your browser for any available updates and complete them if able
• Clear your browsers cache and cookies (https://kb.iu.edu/d/ahic)
• Access your shop in a private / incognito browsing session and try again
• Try in an alternate browser and complete the above steps again
• Try on an alternate device and complete the above steps again

This should clear things up, but if not, please let me know so we can continue to work through this together! 

[RiptideWeb]

That did not help, the tools are still grayed out.

[RiptideWeb]

Tried all of that and there is no improvement. Any other ideas?

[Ash]

Thank you for giving those steps a try and replying back here to update me. Was the problem consistent across all browsers and devices that you tested? Would you be able to please reply back here and let me know what different browsers you tested on, and provide a screenshot from each to show what the theme customizer looks like? Also, which devices did you try on? 

[RiptideWeb]

I'd rather not go through that whole process again to prove it was done.
Based on chat support, it seems the problem is not with the editor but the
template. I have reached out to WeTheme and requested they use their
expertise to isolate the problem. A previous version of the template loads
the tools just fine. I'm wondering what file in the template structure
would become damaged resulting in this type of grayed out tool error. Do
you have any ideas?

[Ash]

Hey, @RiptideWeb!

That's absolutely understandable. Good thinking checking the previous version of the theme. Since the issue seems to be theme-related and it's a third-party theme, getting assistance directly from the developer is the right move. Without taking a closer look into the theme, it's hard to say what would be causing the theme customizer options to be greyed out. WeTheme should be able to provide some more context, since they developed the theme originally and know what areas in the code are generating what content. I hope to see this resolved shortly!