Page does not appear on iOS devices

[JH_TECH]

Hello Shopify Community,

We've noticed that our page does not load on iOS devices. As you can see in the screenshot bellow, a message appears that says that jacqueshermes.com turned down the connection.

Any ideas on how we fix this problem?

our page: jacqueshermes.com we use the Dawn theme (version 15.0.2)

Thank you for your time,

Jacques Hermes team

[mageplaza-cs]

Hi @JH_TECH 

I am from Mageplaza - Shopify solution expert.

If your site is showing a “connection refused” or “the server is not responding” message only on iOS devices, while it works elsewhere, the issue is likely not with the Shopify theme (Dawn 15.0.2) itself, but related to one of the following:

1. SSL Certificate or HTTPS Issue

• iOS Safari is strict about SSL certificates. If your SSL certificate is expired, misconfigured, or if the domain is not properly set up with HTTPS, it might block access.
• Check: Visit https://jacqueshermes.com on an SSL checker like SSL Labs to verify the certificate is valid.

2. Firewall or Geo-blocking Rules

• Some firewalls or security apps (like Cloudflare, etc.) might block iOS-specific traffic or Safari user-agents.
• Check: Are you using any third-party firewall, proxy, or security service on the domain?

3. DNS Configuration

• If the DNS settings are incorrect or slow to propagate, some devices (especially on mobile networks) might fail to resolve the domain.
• Check: Use tools like dnschecker.org to confirm DNS records (especially A and CNAME) are correct and propagated globally.

4. Custom Code or App Conflict

• Occasionally, a third-party app or custom script might behave differently on iOS Safari, though this rarely causes a complete failure to load.
• Check: Try disabling recently added apps or customizations to isolate the problem.

5. Local Network or Device Cache

• Sometimes the problem is not with the website, but with the local Wi-Fi network, outdated DNS cache, or browser cache.
• Check: Try on a different iOS device, or different network (e.g. from cellular instead of Wi-Fi), and clear browser cache.

Recommended Action Steps:

• Test the page on multiple iOS devices and browsers.
• Check your domain and SSL configuration in Shopify Admin under Settings > Domains.
• Test from both Wi-Fi and cellular networks.
• If you're using any third-party app that may redirect or block traffic, try disabling it temporarily.

Please let me know if it works as expected

Best regards!