App reviews, troubleshooting, and recommendations
We have install the Shopify inbox app on our website. The chat box at the homepage can be opened in firefox but not in Google Chrome. Any one getting the same issue? Help!
The website is flagseller.co.nz. please feel free to give a try. Many thanks
Hey @Flag_Seller,
Welcome to the Shopify Community!
Have you removed the app by any chance? I just had a look at your website via 3 different browsers and could not see the chat box on any browser.
Look forward to hearing from you!
Moira | Social Care @ Shopify
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Thanks, Moira, we did remove it to avoid confusion. We have reinstalled it but still not working on google Chrome and Microsoft edge. It only works on firefox. Please kindly check it for us. Many thanks.
Thank you for enabling @Flag_Seller, I have just taken a look and can see it appears to be non-functional.
Are you using a third-party theme by any chance? we may need to access your account to take a closer look into what is causing this issue.
While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
Moira | Social Care @ Shopify
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- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
We did contact them but not very helpful. They more likely tried to prove this was not their problem. They used an empty theme and loaded the shopify inbox and showed us there was no problem with the clean theme. Obviously it won't be an issue with a clean theme. We did add/ modify some liquid codes. We need a clue what kind of problems or codes we should look at. It works on firefox but not on chrome and edge. Is it a css related issue?
If the issue is not persisting in a clean version of the theme then the problem can definitely be pinpointed within the current theme code. Which sections did you make the coding adjustments to? or have you uninstalled any apps recently? Residual code is a common cause of theme functionality errors.
The next best step will to have a Shopify Partner take a look at your edited theme code and determine any errors. I will loop in the wonderful @KetanKumar to see if he can help today.
Moira | Social Care @ Shopify
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@Moira thanks for comments. We might just focus on the problem itself. The chatbox works on firefox but not on Chrome or Edge. I dig around and found the reason. I don't have a solution yet. I hope @KetanKumar or someone can give us a clue.
Reason: on chrome and Edge, the chatbox <iframe> has been called twice and overlapped each other. When I manually remove one in the chrome inspector, it works fine.
on firefox, it is called only once.
yes, please show me issue image and store url
@KetanKumar thanks for the prompt reply. the URL is flagseller.co.nz and here is the screenshot of the iframe issue. It has been called twice.
can you please confirm
@KetanKumar we cannot open it on either google Chrome or Microsoft edge. But it is no problem on firefox. We did try it on 6x computers from different IP addresses. All the same. No problem at your end?
can you please check the code its 2-time code show can you please just remove 1 and its work
@KetanKumar yes that is the problem. Would you please point out which liquid file we should look at for this problem? I try to understand why it won't happen on firefox. Any comments?
can you please check theme liquied
@KetanKumar sorry seem I cannot find the code calling the <iframe> in the theme.liquid. Any other file I should check?
<!doctype html>
<!--[if lt IE 7]><html class="no-js lt-ie9 lt-ie8 lt-ie7" lang="en"> <![endif]-->
<!--[if IE 7]><html class="no-js lt-ie9 lt-ie8" lang="en"> <![endif]-->
<!--[if IE 8]><html class="no-js lt-ie9" lang="en"> <![endif]-->
<!--[if IE 9 ]><html class="ie9 no-js"> <![endif]-->
<!--[if (gt IE 9)|!(IE)]><!--> <html class="no-touch no-js"> <!--<![endif]-->
<head>
<script>(function(H){H.className=H.className.replace(/\bno-js\b/,'js')})(document.documentElement)</script>
<!-- Basic page needs ================================================== -->
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge,chrome=1">
{% if settings.favicon %}
<link rel="shortcut icon" href="{{ settings.favicon | img_url: '32x32' }}" type="image/png" />
{% endif %}
<!-- Title and description ================================================== -->
<title>
{{ page_title }}{% if current_tags %}{% assign current_tags_joined = current_tags | join: ', ' %} – {{ 'general.meta.tags' | t: tags: current_tags_joined }}{% endif %}{% if current_page != 1 %} – {{ 'general.meta.page' | t: page: current_page }}{% endif %}{% unless page_title contains shop.name %} – {{ shop.name }}{% endunless %}
</title>
{% if page_description %}
<meta name="description" content="{{ page_description | escape }}">
{% endif %}
<!-- Product meta ================================================== -->
{% include 'social-meta-tags' %}
<!-- Helpers ================================================== -->
<link rel="canonical" href="{{ canonical_url }}">
<meta name="viewport" content="width=device-width,initial-scale=1">
<!-- CSS ================================================== -->
{{ 'theme.scss.css' | asset_url | stylesheet_tag }}
<!-- Header hook for plugins ================================================== -->
{%comment%}{{ content_for_header }}{%endcomment%}
{%include "header-2"%}
<script src="{{ 'custom.min.js' | asset_url }}" defer></script>
{% include 'oldIE-js' %}
{% comment %}
If you store has customers disabled, you can remove the following JS file
{% endcomment %}
{% if template.directory == 'customers' %}
{{ 'shopify_common.js' | shopify_asset_url | script_tag }}
{{ 'customer_area.js' | shopify_asset_url | script_tag }}
{% endif %}
{{ 'jquery-2.2.3.min.js' | asset_url | script_tag }}
<!--[if (gt IE 9)|!(IE)]><!--><script src="{{ 'lazysizes.min.js' | asset_url }}" async="async"></script><!--<![endif]-->
<!--[if lte IE 9]><script src="{{ 'lazysizes.min.js' | asset_url }}"></script><![endif]-->
<!--[if (gt IE 9)|!(IE)]><!--><script src="{{ 'vendor.js' | asset_url }}" defer="defer"></script><!--<![endif]-->
<!--[if lte IE 9]><script src="{{ 'vendor.js' | asset_url }}"></script><![endif]-->
<!--[if (gt IE 9)|!(IE)]><!--><script src="{{ 'theme.js' | asset_url }}" defer="defer"></script><!--<![endif]-->
<!--[if lte IE 9]><script src="{{ 'theme.js' | asset_url }}"></script><![endif]-->
{% include 'cscode_discount' %}
</head>
<body id="{{ page_title | handle }}" class="{% if customer %}customer-logged-in {% endif %}template-{{ template | replace: '.', ' ' | truncatewords: 1, '' | handle }}" >
{% section 'header' %}
<main class="wrapper main-content{% if template.name == blank %} main-content--no-template{% endif %}" role="main">
{{ content_for_layout }}
</main>
{% section 'footer' %}
<script>
var moneyFormat = '{{ shop.money_format }}';
var theme = {
strings:{
product:{
unavailable: {{ 'products.product.unavailable' | t | json }},
will_be_in_stock_after:{{ 'products.product.will_be_in_stock_after' | t: date: '[date]' | json }},
only_left:{{ 'products.product.only_left' | t: count: '1' | json }}
},
navigation:{
more_link: {{ 'layout.navigation.more' | t | json }}
},
map:{
addressError: {{ 'map.errors.address_error' | t | json }},
addressNoResults: {{ 'map.errors.address_no_results' | t | json }},
addressQueryLimit: {{ 'map.errors.address_query_limit_html' | t | json }},
authError: {{ 'map.errors.auth_error_html' | t | json }}
}
},
settings:{
cartType: {{ settings.ajax_cart_method | json }}
}
}
</script>
{% if settings.ajax_cart_method != 'page' %}
{% include 'ajax-cart-template' %}
{% endif %}
</body>
</html>
yes, i have check bt i can't see
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