Why isn't the mobile app's live view functioning properly?

[sindhuthomas]

Hi.

I noticed that the Live View is not working on the mobile App. It seems to be working on the laptop. Is anyone else facing the same issue?

[Summer · Accepted solution]

Hey, @sindhuthomas!

Are you attempting to access the live view screen from an Android phone or an iPhone with an older iOS version? If so, there's currently an ongoing issue with the live view screen not showing for merchants with those mobile operating systems. Fortunately, our developers are aware and are working on a fix, so please expect an update to be released for Shopify Mobile Android as soon as possible. In the meantime, you may access the live view screen using a browser.

If you're using an iPhone with an older iOS version, please update it, and ensure that the Shopify Mobile app is up to date as well. You may find the steps to update the app on this page.

Thanks for your patience as we work to get this resolved!

[Anonymous]

Hi Summer, seems that I've facing the same issue as the Live View isn't working on my Andriod mobile but it works fine on my lap top. Is there anything I could do to fix this?? Cheers!

[NRCME]

Thanks, Summer, but there is no accepted solution for me yet, unfortunately. My Android phone already updates all apps automatically and my Shopify app is still on version 9.71.0 (33035). As of 7/13/22, the Google Play Store has no update available for Shopify and I see that the last update for Shopify was on June 29, 2022. I look forward to getting my live views back on my phone.

[stitchrock]

Hi Summer, my live view sessions by location is not working, either.  I have done the iphone update and updated the shopify app to 9.72.

The page says “your data didn’t load.  Try a smaller timeframe.”  It’s set to view today only so that’s not the issue.

[Summer]

Hey, @stitchrock.

We’ll need to access your account in order to investigate 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 https://bit.ly/3cJkx8V and log in to your account to create a support request.

After visiting the link and logging in, you'll be prompted to select the topic of your concern so we can connect you to the right articles and support team. Once you do, you'll be able to find the options for support below the help docs that are presented to you.

In the meantime, you may view this report by going to Home > Analytics > Reports > Acquisition > Sessions by location in your admin.

[stitchrock]

I am logged in.

[stitchrock]

I am logged in

[ShredFin]

I'm having the same issue. Works on my laptop, but not on my Android device. 

[valkadav]

Also stopped working about a week ago for me. I have Xiaomi Redmi Note 11 Pro running MIUI 13.0.3. The live view just keeps loading and does not load.

[NRCME]

Same here and I'm on a Samsung Note20 with up-to-date software, but it works on my computer.

[Summer]

Hey, @Anonymous, @ShredFin, @valkadav and @NRCME!

As mentioned previously, the issue mainly affected Android and older iOS versions, so this was why you weren't able to access the live view screen. I'm pleased to let you know that an update to the Shopify mobile app has just been released to resolve this issue. Please update it to version 9.72 to view the live view screen again. I shared a guide on updating your mobile app in my previous reply if you need one.

Thank you for your patience while we worked to get this fixed! Please don't hesitate to respond to this post should you encounter related issues or create a new topic if you come across a different concern.

[patontheback]

Yay! Thank you. Brand new phone now shows live view. Previous attempts to clear cache, multiple installs & uninstalls didn't do the trick. It's working now.

[selkirkmountain]

Yes I am having issues with seeing content on both mobile and desktop for live view

[Aimputt]

My shopify live view’s doesn’t show euro of uk web visits ?