Why can't my customers from Mexico and Turkey access my website?

[Kcho21]

Hello,

We have some customers from both mexico and turkey trying to access our website to purchase since friday last week but they get an error message stating 'There was error downloading the page. Please try again' so i was wondering if anyone else had encountered this issue before? if so, how did you guys manage to fix it? 

[Maz]

Hi @Kcho21!

Thanks for flagging this here in the Shopify Community, and I would be more than happy to help.

It would be helpful if you could let me know exactly at what point the customers are running into this error? For example, are they able to access your website however upon reaching checkout and possibly making payment, this error appears?

Feel free to share a screenshot of the error or your store's URL so that I can try to replicate this. How many customers have been affected would you say? In the meantime, you can ask the customer to try the local troubleshooting steps below, to see if that solves this issue;

• Clear your cache and cookies on your browser. After this, completely reboot the browser. It might be worth getting the affected customer(s) to clear their cache too.
• Try a different web browser, as well as incognito or private windows to rule out any browser issues.
• When using incognito, if you're still experiencing a delay, confirm you have disabled browser extensions, as these can change how pages function and look.
• Ensure your web browser is up-to-date on the latest version (we don't support every browser, but we do support these here).
• Try another device like a computer or mobile phone.
• Try on the Shopify Mobile App; this is usually the best step to try, as it will rule out any browser issues.
• Ensure you do not have any firewalls or pop up blockers enabled on your device, as these can interfere.

Looking forward to hearing back from you soon!

[Kcho21]

hello maz, 

from what the customers are telling me, the moment they enter our website either mobile device or computer, nothing else appears other than "there was an error downloading the page.  try refreshing the page." and message keep repeating even after refreshing the page multiple times. 

[Maz]

Hey @Kcho21!

I appreciate the response here!

Have the customers tried the above troubleshooting steps? As mentioned, feel free to share your store's URL so that I can try to replicate this behavior.

Have you made any changes to your domain settings recently? Are you customers using a Chrome browser? Any additional information you can provide like device type, browser etc. would be a massive help. Looking forward to your response.