Empty cart page on checkout or refresh on safari

Solved
David28
Explorer
79 0 13

Yes, I've lost more orders today. Shopify have told me that in their opinion it's being caused by my app 'Infinite Options' (a product customisation app) , but I've tried disabling it and the issue persists. I've even tried temporarily publishing a really old version of my store from a couple of years ago and the issue still happens!

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Karine_Paquet
Tourist
23 0 1

Same here with my 2 online stores !!  And this is not the first time that this has happened, so this is discouraging.

Please Shopify, we would like to know what is going on and we need this to be corrected ASAP. Thanks !

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David28
Explorer
79 0 13

Karine, when it happened before in the past, did Shopify fix something for you to make the issue go away, or did it just clear up itself?

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Jurij
Tourist
13 0 1

We having the same issue. 

Tried to Google to see if something happened in the past, however, have not found anything useful/giving any sort of solution. 

 

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Darren_Wordley
Tourist
4 1 1

This is an accepted solution.

Can everyone check their browsers now as this error has been resolve for me, i am no longer experiencing the problem with safari / apple devices.

I made no changes to my website but did receive this email below from shopify support this afternoon.

 

Hey there,

Ashley here from the Support Advisor Team!

I am so sorry to hear about the troubles you've been experiencing. There have been a significant number of reports that merchants are finding the cart page empty when attempting to checkout on Safari or mobile iOS. We've determined this is caused by third-party apps which edits the storefront (especially the cart page). Any storefront app that tries to use assets from the store's MyShopify domain instead of its custom domain will have this issue.

I would suggest to try disabling each app, one by one, to test and see which app is causing the issue. If you have any apps installed that make any edits to the storefront, these are the ones you'll want to test by disabling to locate the one causing the issue. You can learn how to do this by following the app developers instructions in their FAQ/Help guides. Those can be found both inside the app and on the app page where you had installed from in the app store

The problem can also be caused by old apps that have already been uninstalled, but which have left code behind. To rectify this, you would want to follow the un-installation instructions for apps you may have recently deleted without disabling first.

Developers are currently working to mitigate the problem within our platform and we should see a resolution to this issue soon.

I hope this helps! If there’s any other aspect of the business you'd like a hand with please don’t hesitate to reach out

Ashley M.
Shopify Support Advisor

David28
Explorer
79 0 13

Glad to hear you got it fixed Darren. No luck here sadly. Issue still persists even after disabling apps one-by-one and checking all code etc. Several more people have now reported the same issue so it seems to be a wider problem with Shopify platform.

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Karine_Paquet
Tourist
23 0 1

I had read a post from a few months ago that said that it could be caused by a conflit when you use a multi-currency app when the multi-currency feature was enable in Shopify.  So I just deleted that app.  But my sales have suffered greatly since enabling the multi currency, so now I have wondered if it was that. But it seems that there are multiple reasons, so now I have no idea, alhtought it was mentioned above that the Infinite app can be the culprit and  I do have the Infinite app installed on both store, so I will have to see if that is the cause.

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SweetPaws_Steph
New Member
2 0 0

Thanks Darren! The issue appears to be fixed for me and I didn't do anything but test without making any changes or disabling any apps after seeing your reply. I'll keep watch though to see if the problem arises again for me. It seems weird that it's suddenly fixed (just as it seemed to have suddenly arisen). It looks like Shopify said they are working to mitigate the issue but it would be nice to know for certain that it is actually something they are doing on their end to fix it since it is still not fixed for everyone.

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Jurij
Tourist
13 0 1

Karine, we tried to disable multi-currency convertor, it did not fix the problem. So looks like this is not related. 

After reading all the comments, it looks for me that the issue is in cart page coding, whenever it causing: apps, Theme or in Shopify itself.  

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SergeySova
New Member
1 0 0

Did Someone get any luck with this? I'm facing the same issue

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