Identifying Issues: is it the theme or an app?

[Olivia]

Sometimes it can be difficult to tell why something is not functioning as expected in your store. Maybe everything seems to be running smoothly, and then you notice something is off. Maybe you have made custom code changes, added apps, or heavily edited your theme and need to find out what went wrong.

The most crucial step to narrow down the issue is figure out whether it is a theme bug (i.e. issue with the original theme copy), or issues due to external sources (code modifications, apps injecting scripts, etc). So how can we easily find out?

Download a fresh copy of the theme

1A. If the issue is unresolved on a fresh, unedited copy of your theme, please get support for your theme.

i. For Shopify themes, you can connect with our Support Team.
ii. For paid themes, find the dev's contact information by going to Admin > Online Store > Themes > Customize > Theme Settings > Support.

OR

1B. If the issue is not present on a fresh theme copy, then it is stemming from third party sources. Follow the steps below for further troubleshooting:

Check if there are any files with code changes. You can see which files have been modified if you see a dot beside a file name as such:

To check if a modified file is the root of the issue, you can roll back edited file(s) to the original. If the issue is resolved, it indicates that the cause of the issue can be found within this file. To further narrow this down, you can use an online tool such as Diffchecker to compare the modified file against the original file, and it will show you all of the code changes that have been made to this file.

If you suspect an app is causing the issue, you can uninstall the app by following the uninstall instruction from the app to ensure you are properly removing it. Oftentimes, removing an app from your Admin (Admin > Apps > Delete app) is not enough, as apps can leave trails of codes behind in the theme code. If you are having issues with uninstalling an app, we recommend reaching out to the app developers directly for assistance.

If the issue is on any page that has text generated by Rich Text Editor (i.e. product pages, blogs, pages, collection pages, etc.), and you have not made any code changes to the theme or installed any apps, please check if your product description has additional HTML code. Additional HTML code in the RTE can create conflict with the theme code, causing styling issues. Please visit this tutorial for further troubleshooting steps.

If you are still experiencing the issue after following the above troubleshooting steps/suggestions, make sure to reach out for support with your theme.

Warm regards,