Solved

Why does my checkout page take long to load?

anju_bl
New Member
4 0 0

While doing a checkout, somtimes we get this screen. This is an intermittent issue. coming mostly in incognito mode.

There is a waiting time of 5-10 sec before we get the actual page. Our customers can mistake it as an error. So we need to get rid of this.

Kindly helpScreenshot (480).png

Accepted Solution (1)
Andrew
Shopify Staff (Retired)
1746 173 321

This is an accepted solution.

It looks like we’ll need to access your account in order to resolve this issue. 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 our help center and log in to your account to create a support request. Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks! -Hyde

To learn more visit the Shopify Help Center or the Community Blog.

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Replies 11 (11)

Andrew
Shopify Staff (Retired)
1746 173 321

Hi @anju_bl,

Hyde here from Shopify.

That's strange! Have any of your customers told you they've experienced this issue, or are you simply encountering this yourself when testing the checkout out?

It looks like there is a recurring internet timeout here that may be browser-related or may have something to do with your internet connection. Have you tried this on a different internet source? A different device? Have you tried clearing your cache and cookies to see if the issue replicates?

I look forward to hearing from you.

All the best, Hyde.

To learn more visit the Shopify Help Center or the Community Blog.

anju_bl
New Member
4 0 0
Hello Hyde,
Thank you for the response.
This issue was faced by our sales team, when they were doing a demo with a
potential customer.
We tried to replicate it at our end, and could see it intermittently
specially when we work in "Incognito" mode.
Yes, it is replicating on different systems as well as different internet
source too. We are mainly using Chrome browser here.
Let us know if you need any other information as well..

Best,
Anju
Andrew
Shopify Staff (Retired)
1746 173 321

This is an accepted solution.

It looks like we’ll need to access your account in order to resolve this issue. 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 our help center and log in to your account to create a support request. Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks! -Hyde

To learn more visit the Shopify Help Center or the Community Blog.

anju_bl
New Member
4 0 0

We have already been talking to support on this for last 2-3 days.

No solution so far ( ticket no: 23393786)

 

Thanks,

Anju

oliverandmay
Visitor
2 0 1

hi, i am wondering if shopify ever resolved your issue? a number of my customers have informed me it happens all the time and i spent a good two hours on support chat and no resolution. im not happy this is a pretty big deal error in my opinion. how many people see this error flash and dont proceed with order 😞

pinktonio
Shopify Partner
4 0 4

We have the same problem and received a qualified reply from a Shopify senior technical specialist. In summary, they didn't continue with the investigation because we couldn't provide video evidence where this issue blocks a user from reaching the checkout but only lets them wait several seconds. My guess is they know it's a problem, but because their tech infrastructure is set up the way it is, it's too involved to fix it. 

 

Here is the full message: 

 

In the video example provided, this "there was a problem" message appears when going cart > checkout > back to cart > update cart > back to checkout again > "there was a problem" message appears > the page is refreshed > the information step (first step) of checkout loads. Is this the only way you've been able to reproduce the "there was a problem" message, by navigating from cart to checkout back to cart and checkout again?

Note that alone, this message appearing doesn't indicate a technical issue, but **** mentioned that there are multiple customers reported where when they encounter this, the page does not reload, and they are unable to complete their checkout. I do want to investigate reports where this message does not go away and the customer is blocked from completing their order.

As well, in my testing I'm unable to reproduce the "there was a problem loading the checkout" message appearing when adding a product to cart and proceeding to checkout.

To continue the investigation, please provide all of the following:

  • the steps to reproduce the "there was a problem loading the checkout" message appearing when the user does notgo from cart > checkout > back to cart > checkout. For context, the use case when a buyer begins checkout and goes back to cart and back to checkout again in such a short timeframe is not the commonly expected workflow for a buyer going through the checkout process. In the example provided, the checkout does eventually load, and the buyer is able to proceed in the checkout flow. This is an example where this message alone does not indicate a technical issue.
  • verification that you've been able to reproduce the issue on the store, going through the common checkout flow (website > add product(s) to cart > cart > checkout), where the "there was a problem loading the checkout" does not reload and you remain blocked in the flow. If you have been unable to reproduce this issue, and have received buyer reports of buyers unable to enter the checkout flow due to this, I'd suggest working with the buyer directly to gain context on the exact steps taken to reproduce the issue, and test that flow yourself.

In short, the "there was a problem loading the checkout. If you're not returned to your checkout in a few seconds, refresh the page" message can appear for buyers, where the page is refreshed and the buyer is able to enter the checkout flow. If this message appears and the buyer is not able to proceed to the checkout flow - as in, the page does not reload, or it reloads and this same message appears - this is something we can investigate with specific steps to reproduce the behaviour.

Andrew
Shopify Staff (Retired)
1746 173 321

Hi @oliverandmay,

This error is not related to a known platform issue, so I need to get a better sense of the context! So I'll ask you:

  • How many customers have experienced this issue?
  • Are they trying to order the same product or different products? In fact, do they share anything in common
  • Can you replicate the issue yourself?
  • Did you add any apps or make any code edits to your theme recently?

The clearer a picture I can get of what's going on, the better I can try to help!

To learn more visit the Shopify Help Center or the Community Blog.

oliverandmay
Visitor
2 0 1
Hi, I replicated the issue myself yes. One customer reported it and a friend who is also a customer was asked if its happened to her or on her shopify website and she said it happens to her on my website everytime she orders. We all use chrome browser. However all products being purchased vary across us so it seems to be widespread in my store. I have not announced to the world if others have this issue but I can only imagine they do. I also read about another having this same issue in your forum.


liberfg
Excursionist
13 0 8

I'm facing the same issue. Many times myself, and reported by many customers also... Have you find any solution?

Andrew
Shopify Staff (Retired)
1746 173 321

Hi @oliverandmay

Fantastic, thanks for all the context!

Could you confirm for me whether or not you've got any third-party apps currently operating on your store (particularly apps that may involve the cart or checkout)? Similarly, have you made any code edits to your theme at any point?

The reason I'm asking all this is that there is no platform issue affecting numerous Shopify users, so I'm trying to ascertain what localized or specific factors may be affecting your individual store's performance.

To learn more visit the Shopify Help Center or the Community Blog.

faustorm
Shopify Partner
5 0 1

I'm facing the same issue.

It is intermittent but for several hours it is always failing.

Is there any solution?