[Bug]: The color palette in the Customizer is not showing.

[jakir-git]

Quick summary

The user tried to change the website background color via the customiser, but the color palette is not showing. I checked my dev site with multiple customizer-supported themes, and I can replicate the issue.

Reference Theme Name: Rockfield
Reference Video: https://monosnap.com/file/PGiKsLI7HcEyo5BN1yVRYK0c6c9h5h
Ticket: 9221456-zen

Steps to reproduce

1. Go to Dashboard > Appearance > Customize > Colors & Backgrounds, and you will see that the color palette area is blank.

A clear and concise description of what you expected to happen.

The color palette should show three different color palette.

What actually happened

The color palette area is blank.

Impact

Most (> 50%)

Available workarounds?

No and the platform is unusable

If the above answer is "Yes...", outline the workaround.

No response

Platform (Simple and/or Atomic)

No response

Logs or notes

No response

[github-actions]

Support References

This comment is automatically generated. Please do not edit it.

• 9221456-zen

[valterlorran]

Hey @jakir-git! Thanks for the detailed issue.

I wasn't able to reproduce the issue, can you share more info about your test site? If you share the site ID, I can try logging in to it. You can also share the other themes you experienced this issue.

[sirreal]

I was not able to reproduce this either. Are there any errors in the browser console when the palette fails to appear?

[ramonjd]

I can't reproduce on any of my test sites, but I saw that there are some conditions for the palette to work, namely whether the theme has support for featured palettes, and whether there are any color palettes in the first place.

See 36992-pb

Could it be that the specific site with the issue has (for some reason) featured palettes?

In the Customizer, check the page source and search for "onlyFeaturedPalettes". The value should be true or 1.

[jartes]

📌 REPRODUCTION RESULTS

• Tested on Simple – Could Not Replicate
• Tested on Atomic – Replicated

📌 FINDINGS/SCREENSHOTS/VIDEO
I'm able to reproduce this on Atomic sites with Hybrid themes, like Barnsbury or Rockfield. Also, the Gutenberg plugin is deactivated to rule out any incompatibility there.

I'm getting the following error when the Customizer loads:

GET https://jartesbusiness.wpcomstaging.com/wp-admin/undefined 404 (Not Found) customize.php:9049

Video:
https://github.com/user-attachments/assets/0309bfa4-7898-4039-90ea-29a51c8493a8

📌 ACTIONS

• Triaged
• Lowered priority from Blocker to High.

FYI @Automattic/t-rex

[ramonjd]

I'm getting the following error when the Customizer loads:

GET https://jartesbusiness.wpcomstaging.com/wp-admin/undefined 404 (Not Found) customize.php:9049

I saw that too, and tracked it down to a mu plugin colors, specifically colors-control.js#L936. I'm not sure it's related however since the script is trying to download a background image which isn't there, not palette colors.

[valterlorran]

I will be working on this issue today. I found out that there's a condition in the colors-control.js condition on line 309 that is not working properly.

https://github.com/Automattic/wpcomsh/blob/trunk/custom-colors/js/colors-control.js#L309

[valterlorran]

Hey folks, I have a fix for this issue here: https://github.com/Automattic/wpcomsh/pull/1924

[valterlorran]

Reopening this as I submitted the fix to a deprecated repo 🤦

The changes are here now:
Automattic/jetpack#40846