Why am I experiencing a secure connection failure on Shopify?

BeeAMaker
Tourist
26 0 3

I keep getting a Secure connection failed error page when trying to view the store front, or when clicking on links within the store page when I do get it to load. I have no clue what I am doing wrong.

 

 

 

Replies 24 (24)

Elle
Shopify Staff
1092 97 208

Hey, @BeeAMaker 


Elle here from Shopify. Happy to help you with this!

 

Would you be able to provide me with the following:

 

  • Your store's URL
  • A screenshot of the error your experiencing
  • What devices and browsers this error appears on

 

If the issue is only persisting on one browser, please clear your cache and let me know if this helps! 


Looking forward to hearing from you soon! 

Elle | Social Care @ Shopify 
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BeeAMaker
Tourist
26 0 3

I had my domain provider assign an SSL certificate. That seem to fix it,

Should the site work without? If so, let me know and I will remove it and see if clearing the cache works.

Everything worked OK before I had an issue with being locked out of my domain, but after getting that worked out I started getting the error.

That is why I posted the question, I thought it should work without a SSL, but seems to be working now with the SSL.

This is the shop,

https://the-makerhive.myshopify.com/

 

but I no longer get the error so I can't do a screen shot.

 

 

Elle
Shopify Staff
1092 97 208

Hi, @BeeAMaker 

 

Your site should work without an SSL from your domain provider as Shopify automatically provides an SSL certificate for all domains connected to your store. Here is our Help Doc on SSL for your reference! 

Right now it looks like your primary domain is set to your .myshopify.com URL, do you have your custom domain added to your store still? If so, you can set it as the primary domain under Online Store > Domains. 

 

Let me know if you run into any further trouble with your domain and I'd be happy to look into it for you!

Elle | Social Care @ Shopify 
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BeeAMaker
Tourist
26 0 3

Well, funny you should mention that.

I did have my costume domain name www.themakerhive.com as my Primary domain. However in doing so I could no longer download, Edit, or view any of my files on my server. I was locked out so to speak. It broke all my other links. I could not get any help on the matter so I removed my custom domain from shopify and that is when I started getting this error. I would like to use my domain name as the primary domain, but I also need to be able to access my other files.

Elle
Shopify Staff
1092 97 208

Thanks for letting me know, @BeeAMaker !

 

When you say you were unable to download, edit or view any of your files on your server, are you referring to a server outside of Shopify? 

If so, perhaps you could create a subdomain such as shop.themakerhive.com which can be the primary domain for your Shopify store. If you go this route, you would just need to apply a CNAME record of shops.myshopify.com to the subdomain. This way, you can have your root domain (themakerhive.com) still pointing to your third-party site, and your other server should not be impacted. 


Let me know what you think! 

Elle | Social Care @ Shopify 
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BeeAMaker
Tourist
26 0 3

I may give that a try, thanks

 

Elle
Shopify Staff
1092 97 208

You're very welcome, @BeeAMaker!





Elle | Social Care @ Shopify 
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Ralphpip
Visitor
1 0 0

Hi Elle

 

im having the same problem - please can you help?

 

with many thanks 

Elle
Shopify Staff
1092 97 208

Hi, @Ralphpip 

I can certainly help!

Please let me know your store's URL so I can look into this for you. 

Thanks!

Elle | Social Care @ Shopify 
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cantikglow
Visitor
1 0 0

Hello, We are experiencing the same issue. I have cleared the cache etc. we have tried to access our store from multiple mobiles & computers on different internets but it still isn't working. We are worried we're losing a lot of sales because people cant access our site.Screen Shot 2020-10-26 at 7.58.07 pm.png

alin6351
Tourist
3 0 1

Hi Elle! I'm experiencing the same problem 😞       

Can You help me with this? I have already cleared the cache and I have tried to view the store on different computers and phones. 

Secureconnection.jpg

Elle
Shopify Staff
1092 97 208

Hi, @alin6351 

Your domain is set up correctly and the SSL is fully provisioned. 

Are you still experiencing this issue? If so, please let me know the date you added the domain to your account. 

Thanks!

Elle | Social Care @ Shopify 
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alin6351
Tourist
3 0 1

Hi I purchased my Domain on December 1, 2020 and I am still experiencing the same problem.

Elle
Shopify Staff
1092 97 208

Thanks for those details, @alin6351 

When you visit your site from a 3G, 4G or LTE connection, do you receive the same error? 

If so, can you please provide a screenshot from your mobile device while using data to access your site? Thanks! 

Elle | Social Care @ Shopify 
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borconde
Visitor
2 0 0

Hello

I also need some help, please.

I do have the same problem with my shop

www.disenoymoda.es

when trying to open in mobile chrome, gets the message error: ssl privacy error. this is not a secure connection

I checked with my domain service and seems to be set ok.

A entry pointing to a shopify IP

WWW CNAME poiting to shops.myshopify.com

The error doesn't always come along but I am running some FB Ads and discovered that it returns that error message when reaching to the web.

 

Please, some help

Thanks!!

PD: edit for adding screenshot.

 

borconde_0-1611302070531.png

borconde_1-1611302090431.png

borconde_0-1611304054006.png

 

 

 

Elle
Shopify Staff
1092 97 208

Hi, @borconde 

I checked on the status of your SSL certificate and everything should be working as normal. 

There are also no extra DNS records showing on your domain which can sometimes cause issues such as the one you are experiencing. 

Can you please let me know if you are experiencing this issue on any other device? It could potentially be a caching issue. 

For troubleshooting, please clear the cache of your browser and let me know if this helps! 

Elle | Social Care @ Shopify 
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borconde
Visitor
2 0 0
Hi
Thanks for the reply.
I checked with my domain server admins that discovered that there were 2 A
DNS records so we deleted the one that was wrong.
Also checked one ad thar brought back the CRT error, that changed the
discount link that was given by the shopify app, from http link to https.
Now everything seems to be ok.
Thanks for your help.

Elle
Shopify Staff
1092 97 208

Thanks so much for letting me know what the issue was! Sometimes there can be extra records on a domain that do not show up on our end, so I'm so glad to hear that you were able to get this resolved with the help of your domain's host. 

If you haven't already, I would recommend checking out our Shopify Compass! We offer free courses to help you build and grow your business on Shopify. 

Our support is here 24/7 if you have any other questions! 

 

Elle | Social Care @ Shopify 
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alcbaz
Visitor
2 0 0

Elle,

 

im having the same issue, for months my primary domain was fine, then four days ago it just started with the same 

‘This site can’t provide a secure connection’

and it’s the same for everyone who tries to access it. The primary domain is:

https://www.Lumiwear.co.uk

please advise what I should do.

 

 

 

Elle
Shopify Staff
1092 97 208

Hi, @alcbaz 

If your domain is hosted by a third party, please reach out to them directly to ensure there are no extra DNS records on your subdomain. The only record that should be present on your subdomain should be 'shops.myshopify.com'. 

Once you've confirmed there are no extra records on your domain, please reach out to our support directly through our Help Center so we can do further troubleshooting on our end. 

Hope this helps! 

Elle | Social Care @ Shopify 
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vzn
Visitor
1 0 0

Hi, we are experiencing the same issue. When trying to open any link from the eStore with a smartphone it displays a "can't establish a secure connection" error. This happens with any mobile browser, including links coming from Instagram. Any clues? Store URL: shopbequ.com

Elle
Shopify Staff
1092 97 208

Hi, @vzn 

Your domain isn't set up correctly. The current DNS records on your domains are: 

 

The A record should be: 23.227.38.65

The CNAME should be: shops.myshopify.com

You can follow the steps to set up your domain here. 

Once the domain is set up correctly, your SSL certificate will provision shortly after. This entire process can take up to 48 hours. 

Hope this helps! 

Elle | Social Care @ Shopify 
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pally
Visitor
1 0 0

Hi Elle

 

I am facing this issue, can you please check, i have updated everything and checked properly, Cname, A records etc..

 

Please check the issue https://blazingelectricfireplaces.com/

 

Not able to view it.

BelieVRNJ
Visitor
1 0 0

Hello, We keep getting the same issue. Can you help us? Domain name is believrnj.co

 

Thank You!