How can I remove malware from my site that's not loading on wifi?

[irisandlolli]

My site has not been loading on wifi for over a week & I have wasted many hours on chat to Shopify support.  After running a scan via GOdaddy it detected malware, but despite paying for additional security upgrades on Godaddy, they are unable to run their cleanup without access to the site server via FTP.

I don't know what else to do now & am grateful for ANY advice as am getting nowhere with either Shopify or Godaddy

[brandwise--owl]

That is so frustrating. Bear with me as I gather more information. The one thing that comes to mind is an app that could be causing this issue. Is your website loading for anyone else or is it not loading for anyone?

[irisandlolli]

Frustrating is an understatement!  But thank you for taking the time to reply.  I have been in tears more than once about it as this is THE worst week of the year for it to be down.

So everyone I have asked (in the UK) has not been able to load unless they switch from wifi to their phone network

[brandwise--owl]

Did you by chance recently transfer your domain from godaddy to shopify? I do know Shopify recently changed how they have domains set up and it's been causing some issues for store owners. Squarespace has also taken over google domains, so there has been a treasure trove of domain problems popping up.

[irisandlolli]

No - I haven't made any changes to anything, plus the scan definitley confirms malware detected (as does my broadband provider when trying to load)

[CodeGearThemes]

Are you using Shopify and Godaddy mentioned they detected malware?

[irisandlolli]

yes that's correct - my network message when trying to load also gives the reason of malware detected 

[CodeGearThemes]

If you are using Shopify GoDaddy has no access to files so not sure what they clean up. Maybe you need some web developer help. Can you send your store link?

[irisandlolli]

Yes, they keep saying they can remove it but I'm sure they can't as can't access

https://irisandlolli.co.uk

[CodeGearThemes]

Your store is working fine, maybe your site was not on Shopify before and was hacked and got flagged, but it is working fine clear your browser cache and try to load or load in a different browser it should work fine. 

[irisandlolli]

Have tried this already & also asked friends & family to do the same & it still doesn't load

[Shay]

Hi @irisandlolli 

Thank you for sharing your store URL - I can confirm it is also loading for me, but I am located in Canada and not the UK. 

Can you please share a screenshot of the error message you are seeing when you attempt to load the website? Can you also confirm your internet service provider, and if this is the same internet service provider your friends and family are using? 

We sometimes see these issues and find they are related to your internet host (which is why it works for some people, but not all). If you are all using the same internet provider you will need to contact your internet provider directly for additional troubleshooting. 

Are you able to load your store admin? Other Shopify stores? Our Help Center? 

[nron1018]

Having the exact same issue for weeks here. Also, I'm unable to load your website on wifi. Have you found any solutions?