Hi,

First, Please try deactivate all plugins ( except plugins come from the theme ) and try it again. If it works, let's enable each plugin to check what's plugin caused this issue. 

If it still doesn't work, please send me:

Please send me: 

- Your site admin url 

- Your site admin account ( username and password ) 

- Your FTP account ( include FTP host, FTP username, FTP password ) - or your hosting account. 

In a private reply - and I will check it help you. 

Best Regards,

PenciDesign