Re: Unable to log into admin using Google Chrome

Unable to log into admin using Google Chrome

SimplyRen
Tourist
10 0 4

Hi there 

I’ve always used Google Chrome to access Shopify admin but for the past two days I’ve been unable to access it from my iMac, please help.

 

 Thank you 

Replies 34 (34)

Moira
Shopify Staff
2079 227 329

Hey @SimplyRen,

I'll be happy to help you out with this!

Are you still unable to access your Shopify Admin? Also, is this the only website that you're having difficulty loading on Google Chrome at the moment?

Since we're not currently experiencing any known issues impacting access to the Shopify Admin, I'd be curious to know if we can isolate what you're seeing to your device or browser. Would you mind testing a few things for me?

  • Clear your cache and cookies - when you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.

  • Ensure your browser is up to date.

  • Try an Incognito window.

  • Try another browser (e.g. Safari).

  • Log in to your Shopify mobile app and try accessing your admin.

  • Try completing the same steps on your phone, using data rather than WiFi.

Looking forward to hearing how that goes!

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

Hi 

Thanks for responding so quickly. 
I’ve tried steps 1-4 with no joy I’m afraid, I can login from my mobile just fine but it’s not ideal as I’m wanting to make some changes to the store.

Moira
Shopify Staff
2079 227 329

@SimplyRen,

Great to see you've attempted to troubleshoot this issue! If you are able to log in via your mobile using data rather than WiFi, this indicates a possible local network error. Have you tried restarting your WiFi modem recently?

For some people, the easiest way to reboot the router is to unplug the power supply, wait 30 seconds, then plug it back in again. Alternatively, there may be an on/off switch on the back of the router, in which case you can use that to turn it off, wait 30 seconds, and then turn it on again.

Let me know how you get on!

Moira | Social Care @ Shopify
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ButtaLuvv
Visitor
1 0 2

Nope… this is not a local issue to the user’s network. We have been having issues during the same span - trying to access admin portal via Google Chrome. We had to switch over to Safari. We are using Mac OS. Has Shopify investigated?

Moira
Shopify Staff
2079 227 329

@ButtaLuvv

Thanks for letting me know. We were experiencing an issue impacting admin logins yesterday that has since been resolved. Admins were not loading properly which generated an error page with the message "Request failed reCAPTCHA validation". You can read more about this below:

You can follow updates of any current issues via our status page here and ensure you are logged in to view detailed status related to your store.

Are you receiving this error on your end?

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

I’ve tried this too and still no luck.

Moira
Shopify Staff
2079 227 329

@SimplyRen

I have reached out to our technical team who have suggested a few more troubleshooting steps so we can pinpoint where the issue is stemming from:

  • Which numeric version of iOS is your iMac running on? You can locate this from the Apple menu  in the corner of your screen, choose About This Mac. You should see the macOS name, such as macOS Big Sur, followed by its version number.

  • Correctly attempt to clear DNS cache using these instructions here: - How to clear the DNS cache on your computer

Let me know how you get on!

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

My iMac is running on OS X El Capitan 10.11.06 

I cleared Google Chrome cache no joy, thanks for your support so far. I did notice when in Google Chrome browser it says my website certificate is invalid could this be the cause ?

Moira
Shopify Staff
2079 227 329

@SimplyRen,

Thanks for providing me that info!

Currently, the latest macOS version is Big Sur 11.6. I would highly recommend updating to this version if possible as OS X El Capitan 10.11.06 was released to end-users in 2015. Google recommends using a recent operating system to ensure you continue to get the latest Chrome versions and features without any issues.

There are a number of reasons why your website’s SSL certificate might be considered invalid by Google Chrome. Some examples include: Errors during the installation process, your SSL certificate has expired, or your SSL certificate is only valid for the main domain and not the subdomains.

When you access your website via Safari, are you met with any SSL errors via your Domain section of your Shopify Admin, and did you purchase the domain through Shopify or a third party?

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

I only have the ssl error when using Google Chrome, just to clarify. I thought Shopify stores were provided with ssl certificates ?

Moira
Shopify Staff
2079 227 329

@SimplyRen 

Yes, you are correct! An SSL certificate is automatically issued and set up for every Shopify store.

If you are not seeing any SSL errors via your Domain settings, then the issue is isolated to Google Chrome. As I do not have direct access to your account, I just wanted to double-check as SSL errors via the admin can cause your website to be inaccessible to visitors which means we would need to manually provision the certificates from our end. 

Did you manage to update your macOS?  

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

My iMac says it’s up to date not sure why, is there another of updating it ?

Moira
Shopify Staff
2079 227 329

@SimplyRen 

I see, depending on which iMac model you have will determine which macOS version you can install as some older models are not compatible with the new updates!   

You can see the Mac hardware requirements below:

Just to ensure that your SSL isn't the root cause of this issue, I suggest getting in contact with our support crew directly and ask for your certificates to be manually provisioned. We’ll need to access your account securely with our live authentication methods in order to do this. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

In order to save some time, and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your issue resolved as quickly as possible.

Issue Summary: Unable to access Shopify via Google Chrome, has cleared browser cache & DNS cache, is operating on the latest version of Google Chrome. Currently, iMac is running on OS X El Capitan 10.11.06. Next step: Manually provision certificates via internal and consult with TMS.

I do hope this helps!

Moira | Social Care @ Shopify
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SimplyRen
Tourist
10 0 4

Thank you for all your help Moira

Moira
Shopify Staff
2079 227 329

My pleasure @SimplyRen, don't hesitate to reach back out if you require any further assistance as you continue to work on your store! 

All the best,

Moira | Social Care @ Shopify
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flirtysomething
Visitor
1 0 0

I am currently having the same issues as stated.  I have ran through all of the troubleshooting recommendations and still am unable to manage my back office through google chrome.  I can access from other browsers.  

 

Moira
Shopify Staff
2079 227 329

@Jhonleb @jenn821 @flirtysomething 

Thank you all for providing detailed examples of what you are experiencing with the Chrome browser. Seeing as this has been affecting multiple stores, I have reached out to our technical team for some further insight so we can get to the bottom of this! I will update you all as soon as I hear back.

Thank you for your patience in the meantime,

Moira | Social Care @ Shopify
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Moira
Shopify Staff
2079 227 329

@Jhonleb @jenn821 @flirtysomething

I have just been in contact with the technical team who have advised the following:

  • Ensure that you have cleared your DNS cache, (this is different than clearing your browser cache).

  • Ensure that you are operating on the latest macOS system. Anything below MacOS 10.12.1 (like El Capitan) is now NOT supported.

Why is my macOS version not supported anymore?

On September 30th, 2021, Let's Encrypt, which is one the largest providers of HTTPS certificates in the world, saw its root certificate expire. Shopify has updated our systems to work correctly with the new certification, but not all users' devices are up-to-date to recognize the validity of that change. We have another community thread outlining further steps to take below:

Moira | Social Care @ Shopify
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jenn821
Visitor
1 0 1

I have been having the same issue since yesterday 10/4.

Moira
Shopify Staff
2079 227 329

Hey @jenn821,

Are you also operating on an iMac? Can you confirm if you have completed all of the troubleshooting steps listed throughout this thread? The main step we want to enforce here is clearing your DNS cache which is different from clearing your browser cache.

You can follow the instructions below:

Let me know how you get on!

Moira | Social Care @ Shopify
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Jhonleb
Visitor
1 0 0

Same here and it is so frustrating!

Moira
Shopify Staff
2079 227 329

Hey @Jhonleb!

When did this start happening for you? Have you managed to go through all the troubleshooting steps suggested within this thread?

Let me know how you get on, 

Moira | Social Care @ Shopify
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Basia
Tourist
3 0 2

me too! crazy!

 

Basia
Tourist
3 0 2

I am having the same issue.  

 

Moira
Shopify Staff
2079 227 329

Hey @Basia,

 

When did this start happening for you? What device are you using?

Moira | Social Care @ Shopify
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Basia
Tourist
3 0 2
23/10/23 yesterday. I am using a lenovo machine and this was chrome. After reading manyyyyyy forums bc this is a common problem i found that i had to log into google and then it worked. Weird. For some reason google kicked me out without me knowing and i just had to log in. They did something weird.
Moira
Shopify Staff
2079 227 329

Thanks for letting us know! 

Moira | Social Care @ Shopify
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marchajj
Excursionist
18 0 3

I am facing the same now. I can open Shopify only in Chrome incognito and Firefox and Chrome on my iPhone. The problem is only with normal browsing Chrome Version 115.0.5790.110 (Official Build) (64-bit) even I disabled many extensions because the live chat agent said it's from extensions of Chrome but still no luck. I can't work on other browsers the same as Chrome and I cannot edit files in the theme editor same as Chrome and in incognito many cookies are disabled so the editor is broken here and not working as it should. The normal URL should be something like this: https://kadoonprouae.myshopify.com/admin/products?selectedView=all now it's changed to: https://admin.shopify.com/store/kadoonprouae/ not sure why? the screen of my Shopify is here now in normal chrome browsing: https://prnt.sc/qccDUi9FTane and once I click login the page just refreshes nd refreshes and refreshes and nothing happened. I hope someone can help me to work back on Chrome normal browsing pleaseeeeeeeeeeeeeeeee!!

Moira
Shopify Staff
2079 227 329

Here are a few steps you can try to troubleshoot within Chrome:

 

  • Clear your browsing data: Sometimes, accumulated cache and cookies can cause problems. Go to Chrome settings, find the "Privacy and security" section, and select "Clear browsing data." Make sure to select the appropriate time range and include cache and cookies.
  • Disable hardware acceleration: Open Chrome settings, click on "Advanced," and under the "System" section, disable the option for "Use hardware acceleration when available." Restart Chrome and see if the issue persists.
  • Reset Chrome settings: If clearing browsing data and disabling hardware acceleration didn't help, you could try resetting Chrome settings. Go to Chrome settings, scroll down to the bottom, click on "Advanced," and then click on "Reset settings." This will reset Chrome to its default state.
  • Incognito mode workaround: Since you mentioned that Shopify works in Chrome incognito mode, you can continue working while troubleshooting the issue. To make the theme editor work correctly in incognito mode, you can try enabling specific cookies for Shopify. When in the incognito window, click on the padlock icon to the left of the URL, click on "Cookies," and make sure "Allow cookies" is enabled.

Moira | Social Care @ Shopify
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marchajj
Excursionist
18 0 3

I did steps 1 and 2 and didn't work. I tried now but unfortunately no chance. I do not want to reset Chrome settings because only Shopify not working in normal browsing but incognito. before everything was working normally and fine why this happened no? not sure and not convinced actually. i will use Firefox or Chrome incognito meanwhile and enable cookies and data for Shopify. very frustrating as usual!

Moira
Shopify Staff
2079 227 329

I understand your frustration here. If steps 1 and 2 didn't help, and you're reluctant to reset Chrome settings, you could also try flushing your DNS cache. This can help resolve issues related to domain name resolution. Open the command prompt (Windows key + R, then type "cmd"), and enter the command "ipconfig /flushdns." Restart your computer and check if it resolves the issue.

Moira | Social Care @ Shopify
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marchajj
Excursionist
18 0 3

i did "ipconfig /flushdns." and restart and shut down and still not working

cgonz
Visitor
1 0 1

I am having the same issue with my new MacBook Air. It only lets me access my admin page through Safari. 

marchajj
Excursionist
18 0 3

very strange why this happening with Google Chrome, all my life I used SHopify for normal google chrome browsing. now I have to use it in incognito. it works fine. I already tried to disable all extensions in normal browsing but still refuses to work fine and normally. I uninstalled and reinstalled Chrome. I cleared my cache and browsed I updated the browser and did many things but still Shopify not working. very strange.