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HELP - Narrative Theme - Product page freezes when clicking on a product image

23 0 5

Hi everyone, 
I realized this happened sometime ago but no I'm certain it's happening all the time. 
If you go to any product page that I use the original product template and you click on any product image, it just freezes! Anybody has experienced this before? 

You can check any product page 
It happens both on desktop and mobile. 

I'm saying only in the original product pages because I use PageFly to customized some others like this 

It's so strange, do you think it is related to using PageFly on some other product pages? 

Urgent , pls

Thanks so much in advance, 

Digital wellness with a human soul
Replies 4 (4)
Shopify Staff
Shopify Staff
1284 196 231

Hey @Juan_Sanchez1.


Thanks for reaching out.


I appreciate the examples that you have linked as well as providing the context around the issue. I can confirm that the website is freezing for me as well after you select the product image. This makes me think that there may be an issue with the coding of the theme. Did you happen to make any custom coding changes, by any chance?


Since this issue may prevent your customers from completing their checkout, I would suggest you reach out to a Support Advisor directly. We are unable to authenticate merchants over our public forums due to the sensitivity of information that needs to be shared. In any case, you can reach out to our support by logging into your store using our Contact Us page. This will allow us to securely verify you as the store owner and allow us to take a further look into the store in question.


Let me know if you have any questions.

Ollie | Social Care @ Shopify 
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Shopify Partner
731 16 112

If you suspect it's related to Pagefly, just compare this page with a product without PageFly product template. If that product doesn't have this issue, then it's PageFly issue. I guess it may be an app conflict but it's hard to say. From the Chrome console, there isn't a clue

BYOB - Build Your Own Bundles, SPO - SEO App to research keywords & edit social link preview
Shopify Partner
2098 380 1044

Hi @Juan_Sanchez1 

Richard from the PageFly team here.

I've just checked the product media issue on this product page

and it seems to work normally on my site. When clicking on product media, the page still works.


If the issue still happens, please contact our 24/7 support team via Live chat so we can check and fix the issue for you.

Thank you.

If it’s helpful to you, please let me know by giving it a like or marking it as a solution.

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23 0 5

Hi Richard, 
Thanks for your response. 
That page runs on PageFly. For the original Narrative theme page, you can check any of these 2 

You will how if you click on any product image, the page freezes. 

Thanks in advance, 

Digital wellness with a human soul