Why are my photos not showing on mobile but work in desktop?

[mimiT]

Here is the link to my website: lejardinbridal.com

When you go to one of my product pages, like https://lejardinbridal.com/products/adeline on mobile, none of the photos show up. But it works in desktop. Can anyone help me figure out what's going on?

Thank you in advance!

[Kimi]

Hi, @mimiT.

I've just tried accessing that product page via mobile on my end and can see what you mean. The product images appear for me, however only on the carousel part of the page. Clicking on a specific image isn't letting me load the full image, the only one that loads is the video.

Do you know if a third-party app was recently added to your store? Or was there perhaps a recent code change that was made to the store's current theme?

To rule out any potential third-party interference, whether from an app or added code, you can install a fresh copy of a Shopify theme by going to Online store > Themes > scroll down to the Popular free themes section > Click add to install one of our Shopify themes. Once the new theme has been added, you can login to your Shopify account on your mobile device (or use the Shopify mobile app) and click the Ellipsis (...) > Preview next to the new theme to view the Adeline product via this fresh theme.

If the issues don't persist on the fresh theme, chances are a third-party app or newly added code may be interfering with how your product images are meant to show and function.

If you need further help to look into this matter deeper, you can contact our team so that we can take a closer look at your account from our end. We aren't able to do this via the Community Forums at this stage, due to security and privacy reasons, but you can reach out to our support team via our Help Center here.

[mimiT]

Thank you for your help. You were right! It must have been something causing interference because it worked with the fresh theme. I’ll reach out to support for help.

[Kimi]

Ah okay! Glad to hear you were able to at least figure out for now that the issue may be stemming from a third-party source.

Our live support team can help investigate further once you've contacted them.