The app couldn’t be loaded on my shopify store

[danialmiswan]

Hey guys,

I couldn't load any App on my Shopify account,

its says: This app can’t load due to an issue with browser cookies. Try enabling cookies in your browser, switching to another browser, or contacting the developer to get support. 

any idea how to solve this problem?

Thank you,

Danial Miswan

[Rae]

Hi, @danialmiswan. 

This is Rae from Shopify. Welcome to the Community! 

Thanks for letting us know about the troubles you're running into with accessing apps. When this error appears, there are a few different troubleshooting steps that I recommend working through to reach a resolution. Please see these outlined below: 

1. Using a different browser. 

In most cases, using a different browser can help resolve this. Safari and Firefox are both great options to consider for an alternative to Google Chrome. However, using an Incognito window in Chrome is also another method that can be useful. 

2. Clear the cache and cookies on your browser. 

Clearing this data can sometimes remove errors like the one you're experiencing. To clear the cache and cookies on Chrome, just follow these steps. Equally, the steps to do this on Firefox can be found here, and Safari's steps are outlined here. 

3. Unblock cookies. 

Cookies being blocked is a common issue on Chrome, but may also occur on Safari, too. When this happens, errors like the one you're experiencing can appear and create frustration. With this in mind, it's typically best to unblock the cookies on the browser you're using.

To do this on Chrome, please follow these steps: 

1. Enter "chrome://settings/content/cookies" in your browser's URL bar and hit "enter".
2. Then, make sure the "Block third-party cookies" option is disabled, and no other Shopify URLs are showing in the blocked settings. 
   

On Safari, follow these steps: 

1. Click "Safari" in your browser's menu. 
2. Click "Preferences" and select "Privacy". 
3. Under "Cookies and website data" ensure "Block all cookies" is not selected. 

Following this troubleshooting should resolve the issue you're experiencing, but if you're still having troubles please let me know which app you're seeing this error on, and I'll be glad to assist further! 

[Themomof3]

I can't get my apps to redirect even after installing the correct coding. I am using Safari on my MacBook. I keep getting an error message that the browser isn't supported or I need to clear my cookies. I have cleared the cookies & allowed cookies for Shopify. 

[AndyPicamaze]

Hi,

Try to upgrade Safari.

[Rae]

Hi, @Themomof3! 

Welcome to the Shopify Community. Thank you for reaching out to let us know about this error you're receiving on Safari. 

In your response, you mentioned that you had installed the correct coding in an effort to load the apps on your site. Can you please tell me a bit more about what you installed, and what steps you took? To clarify, did this involve completing the steps I mentioned in my previous reply? 

Additionally, did you have a chance to try updating your version of Safari, like @AndyPicamaze mentioned? If not, I do recommend trying this, and also updating macOS on your computer, by following these steps. 

I also suggest trying to open your Shopify apps via another one of our supported browsers, like Google Chrome or Firefox, as mentioned above. This is a great troubleshooting step to take to determine if the issue is browser-specific. 

In the meantime though, can you please send me a screenshot of the error message you're receiving when you try to load an app in your Shopify admin? I'll be glad to help look into this further once I have this image. 

Talk soon! 

[buddhagear]

Looks like my Pinterest app stopped working a while ago without notice...

I have given permission in safari preferences and I am not blocking cookies...

When I try to reload the app, it says that my browser is blocking it

Thanks so much for you help 🙂

[Rae]

Hi, @buddhagear! 

Thanks for jumping in and sharing about the difficulties you're having with opening your Pinterest app. 

To confirm, are you using this app? If so, this is a third-party integration that's fully supported by Pinterest, so I recommend reaching out to them about this for more help. You can do this via their Help Center, or by following these steps. 

In the meantime though, did you have a chance to try using another supported browser, or checking that your Safari browser is up to date? These steps were shared previously in this thread and may help resolve things. 

If any of these methods work for you please make sure to update us here, as this information can help other merchants who may be running into the same troubles. 

Thanks! 

[deborahamkaya]

Hi there,

I too received a similar message and thought it was a cookie issue but it wasn't. It's a privacy settings issue.

For a month now, I have been unable to access any of my Shopify apps. I even tried upgrading iOS on my MacBook. Tonight I tried to access apps using my iPhone and got an error message telling me to change the privacy settings on my phone and it worked:

1. Settings
2. Shopify
3. Allow Cross-Website Tracking (turn this ON)

On my MacBook, there are the steps I followed:

1. Safari
2. Preferences
3. Privacy
4. Prevent website cross-tracking (turn this OFF)

Hope this helps you all!

[Rae]

Hi, @deborahamkaya! 

I'm glad to hear this worked on your end, and that you're able to access your apps correctly now!

I also appreciate you reaching out and sharing this solution with us all. The steps you offered will likely help other Community members who are running into the same troubles, so thank you for taking the time to post these details here. 

Best, 

[Molinas700]

Yes, DEFINITELY worked for me! Thank you sooooo much!

[Rae]

Hi, @Molinas700! 

Awesome news!

To clarify, did you follow the steps shared by @deborahamkaya to resolve this? Feel free to let us know, as this will help other users find the correct solution, too. 

Cheers, 

[Molinas700]

@Rae yes, it was my first time commenting and did not know how to tag Deborah - (prevent website crossing) worked for me. Didn't have to download chrome, worked on Safari as normal. 

Thank you Deborah😊

 

[Rae]

Hi, @Molinas700! 

Thanks for the update. I'm glad to hear this solution worked for you! 

Best,

[MarinaV]

Hi @Rae,

We're developing an app and receive the same error when the app was removed from our store and then installed back:

"This app can’t load due to an issue with browser cookies. Try enabling cookies in your browser, switching to another browser, or contacting the developer to get support."

Here is a video with the error - link to the video 

We tried all ways listed above:

1. Using a different browser.
tried on different machines, OS and browsers - Chrome, FF, Edge, Safari (usual and incognito modes)
All browsers are updated till the last version
2. Clear the cache and cookies on your browser.
We cleared the cache and cookies on all tried browsers (Chrome, FF, Edge, Safari)
3. Unblock cookies.
cookies are unblocked on all tried browsers

But we still get the error when opening the installed back apps.

Also, we have 2 customers who had installed our app and it stopped working last week on their side - they also tried the steps above and still receive this error.
In the admin panel of our app we can see that Shopify shows these 2 shops as Inactive, although they are active and selling.

Here is a screenshot from the admin panel for one of the stores where the error appears:

Could you please help us?

Best regards,

Marina

 

[Rae]

Hi, @MarinaV! 

I appreciate you reaching out about this, and I'm sorry to hear that the troubleshooting steps shared previously in this thread didn't work for you. 

Since you're the developer of this app, and due to the fact that both you and your customers are receiving this error, I'd really like to have our Support team look into this situation further. That way, we can test things out and see if we're also able to replicate this error on our end.

To get in contact with our team, please visit our Help Center, log in to your account, and submit a support request with us there. This will authenticate your account so that our Support team can troubleshoot this error, and speak with you in more detail over live chat, email, or through a callback. 

We look forward to hearing from you via our Help Center soon! 

[Lonerockjewelry]

Hello, I'm trying to connect my shop to Pinterest and am having this problem.  I'm using Safari 14.1 (15611.1.21.161.7, 15611).  The cookies box is unchecked in the preferences.  I also cannot access Shopify help from my store.  I had to find it using Google.  What should I do?

[Rae]

Hi, @Lonerockjewelry! 

Thanks for reaching out about this. 

Have you had a chance to try clearing the cache on your Safari browser, or using another supported browser instead? These steps have helped resolve similar issues for other merchants, so I recommend trying those out first. 

If you're still running into the same problem after completing those steps, then I suggest contacting Pinterest about this directly by following these details that I previously shared: 

To confirm, are you using this app? If so, this is a third-party integration that's fully supported by Pinterest, so I recommend reaching out to them about this for more help. You can do this via their Help Center, or by following these steps. 

In the meantime though, I'm sorry to hear that you were having troubles accessing our Help Center. From your Shopify admin, when you click your name in the top right corner and then select 'Shopify Help Center', what happens on your end? If you're seeing any errors, clearing your browser cache should help resolve this. 

Please keep me posted on how this goes!

[Lonerockjewelry]

I still can't connect my shop to Pinterest and have contacted them.  I've cleared the cache, and yes, the app you linked to is the one I've tried to install.

I upgraded to Big Sur with the latest version of Safari and it still won't work.  I deleted the Pinterest app, tried to reinstall it and now it says my browser is incompatible.  I've tried a few times and get an inconsistent mix of responses:  One is "Server Error"  Another one says click to allow access to browser data.  I click continue, and it takes me to a page that says connect to Pinterest, but that pages flashes by so fast it disappears before I can click on the button.  If I'm fast enough, it just starts the loop over again.   Sometimes it says my browser is incompatible.  One time it let me through to log in to Pinterest, but then I think I got the incompatible message.

I haven't downloaded another browser.  I really don't want to as I like doing everything with just Safari.  It's always worked so well... until now.

I don't seem to have the issue with accessing the Shopify help section though.  The message I got before was:  kcferrordomaincfnetwork error 303

Thanks.

[MarinaV]

Thank you @Rae,

Our developer could fix it - he said the authorization in the app was done in the wrong way. He redid it and now the error stopped displaying.

Best regards,

Marina

[Rae]

Hi, @Lonerockjewelry! 

Thanks for following up with these details. 

When you spoke with Pinterest about this, did they share any additional troubleshooting steps or advice?

Based on the error you're receiving, it does sound like it may be a local issue that's potentially tied to your browser. I know you mentioned that you're hesitant to use another browser, but trying this out on Chrome Incognito mode would help confirm this, so I do recommend giving this a try. Equally, using another device like a mobile device, or another computer, would be a great troubleshooting step to try out, as well. 

It sounds like you're able to access the Shopify Help Center correctly now, which is great! If this isn't the case though, and if you're still having troubles accessing this, please let me know and I'll be happy to help further. 

Best,