Shopify websites front ends do not load on my computer

[fadeinartistry]

Hi!

I've been experiencing this for a while. I help run a few stores and all of a sudden the front ends of ALL shopify stores stopped loading on my computer. I cant even shop from stores that I don't run. How do I fix this??

[JustinTharpe]

Hi @fadeinartistry 

You might have disabled javascript on your browser. Please ensure that you have allowed all the necessary stuff and try reloading the page.

Or try another browser. If it persists there - then the issue might be related to your ISP.

Cheers!

[fadeinartistry]

I did not disable JavaScript. I double checked on both my system and browser as well as a different browser. My phone is on the same isp as my computer is at the moment and they load just fine on my phone 

[Shay]

Okay! So we can narrow down to a localized issue on your computer causing the issue. 

• Can you please share the internet browsers you are using and their current version (try updating them first).
• Confirm your operating system and the current version of your OS. 
• Try in Google Chrome as well as Mozilla Firefox. Safari is supported but the built in security features can make it hit and miss. 
• Do you have the same issue in a private/incognito browsing window?
• If you have ad-blockers or extensions that change the pages you are viewing please disable them. 

Let me know the results of those tests. 

[fadeinartistry]

I exclusively use chrome on windows. Computer and browser are kept up to date. My chrome had a weird block redirects and popups setting and I disabled chromes built in add blockers. It's still iffy on some pages but I can see most of the sites now... 

Edit: spoke too soon. Unable to access again. 

[Shay]

Thanks for following up on this @fadeinartistry. 

I would recommend installing Firefox to see if the issue persists there. This will help us narrow down if the issue is specific to Google Chrome. We at Shopify use Google Chrome exclusively as well, so it doesn't appear to be a widespread Chrome issue. 

I would then uninstall and reinstall Google Chrome on your device and disable all extensions, test, and if it works with them all disabled, re-enable them one at a time to see which one is the culprit. 

Are you able to share a screenshot of what you are seeing when the sites fail to load? 

[fadeinartistry]

I do not have any extensions installed in chrome. 

Doesn't work in Firefox or edge either. Same message as the screenshot from chrome 

[Shay]

Thanks for the quick update! For some reason I am not able to see any attached images in this thread. Can you please share the image by using the camera icon in the forum reply box? 

I'd like to see the error message if possible, but it does sound like we need to move to more advanced troubleshooting at this stage. Do you have a ticket open with our technical support team yet? If yes, please share your ticket number here so I can make sure your assigned agent knows about the troubleshooting we have completed so far. 

If not, please let me know if you are able to access our support through the Help Center by following this link: Shopify Help Center, follow the onscreen prompts to choose your topic and issue and you should see all our live support options at the bottom of the last page. 

You can share a link to our thread here in the community so that your support advisor understands what has been attempted already. 

[fadeinartistry]

 

[Shay]

Great! I can see the screenshot now. The website does load for me okay, which is good. 

The error message being shown is usually related to a security issue, either by your ISP or the browser. Commonly related to an out of date browser/os, incorrect date and time on the PC, caching issues, or security blocks from your ISP. 

Our technical support team can help rule out issues with your ISP but if that is not the case then you will need to continue doing some local troubleshooting on your computer to find out why it is having issues with Shopify hosted sites. 

[Shay]

Hi @fadeinartistry 

We definitely want to start with local troubleshooting, as suggested by @JustinTharpe. Clearing your browsing data, disabling all extensions, updating your browsers, trying other browsers and lastly (but most important) trying a different internet connection. 

If you connect your computer to your mobile phone hot-spot or another internet connection from a local cafe or library, do you have the same issue? If yes, then the issue is most likely directly related to some form of setting or software on your computer itself. If not, then the issue is most likely your internet service provider (ISP). 

Please follow your ISP's instructions to do a full power cycle on your home internet connection, and if possible try directly connecting via ethernet instead of wifi. You will also want to contact your ISP for further support and troubleshooting about this, if that is the cause. 

If you are not able to load our Help Center pages for support from our live chat, you can reply back to any emails from Shopify (billing emails are best) to connect with our email support team. If you need further help contacting our live support for assistance, please let me know here. 

[kevintungdesign]

Hi I've been having the exact same problem. I can't work on any of my shopify pages on the back end, and my page doesn't load on the front end. I then have trouble with other websites that use shopify, like revolve. It's not a network issue because I tried with a different network and it's the same thing. Microsoft edge also had the same problem. Everything worked temporarily when I did a system recovery.

[pljodoin]

Having the same problem with a Windows 10 Laptop currently. Tried different browsers, reinstalling browsers, tried different internet connections, disabled all security and anti-virus protection and any Shopify website won't load just showing a white page with no error message. That PC works well with any other websites. Any idea?

[Fight2Win]

I am also having the same problem on several laptops... I am really confused... tried it on Galaxy Book5, Asus Zenbook and my Galaxy Books2. VPN on/off, clean windows install etc..

[pljodoin]

I reached out to Shopify support in the last days with no success. They had me try different browsers, record a video of the problem and they said they would reset my website index on the back-end but no results. One very odd behavior is that sometimes the Shopify websites will work for a couple of minutes and then the icons for the Shopify sites on the bookmarks bar become the default globe icon and everything stops loading. Just a white page. Seems to me that Shopify has introduced a bug on the rendering of pages that affect specific computer architectures / configurations. 

[pljodoin]

cc @Shay Can you help further in the case?