Clients are suddenly getting (not secure) errors visiting my site

[KelMurphy]

Hi there!

I've had 3 regular clients suddenly unable to visit my website. They are all getting "connection to this site is not secure" type errors. The only way they're able to view my website is to turn off their wifi. I haven't changed anything on my end, and everything has worked fine for years. I can't imagine that it's an issue of everyone needing to "clear their cache/cookies", etc. 

I've been trying to reenact the errors they're getting, but nothing is working. I've tried PCs, Macs, android phones, iphones, ALL the browsers, and it's fine on my end.

Does anyone have any suggestions? I'm attaching two screenshots a client sent me. Thanks in advance!
Kel

www.kelmurphydesigns.com

[Kitana]

Hi @KelMurphy! Thanks for connecting with the Shopify Community. 

It's hard to know exactly what is causing this issue without furthering investigation. I've opened your store using Safari, Chrome, and Firefox. I tried on 2 different laptops and my phone and all worked. Since you said the site worked for them once they turned off their Wifi connection, it leads me to believe it is an issue with their Internet provider, routers specifically, or DSL connection. I would ask them their service providers name to see if they match. 

Do you also have the dates that this started happening? Is it still happening for them? 

[KelMurphy]

Hi Kitana!

Thanks so much for looking into this for me!

I'll reach out to see if maybe they share service providers. If so, what can be done? The issue has been over the past week, and suddenly. To place an order they've had to do it via their phones, with the wifi turned off. 

Could it be an SSL issue? I was thinking maybe it was something with my domain settings (via godaddy) but they just said that the SSL would be done via Shopify. They also looked up my website and didn't see any issues on their end. 😬

[Kitana]

Thanks for getting back to me! 

It doesn't sound like it is SSL related specifically because of the WiFi connection mentioned. With that being said I'm not a domain specialist, so I can't rule that out entirely. I'm assuming you meant GoDaddy checked internally on their end and found no issues? If so, you can also reach out to our support for them to see that everything is working on our end. Again, just letting you know if we are not able to replicate the error there won't be much our team can do to investigate. In order to implement any fixes we need to be able to use the error to test for a fix. Just want to make those expectations clear so you can decide if you want to go that route and what you can expect. 

If the problem is with their service provider, there isn't much we can do on our end. They could contact their service providers and see if they can do a further investigation on their end. Since this started suddenly after them accessing your website previously with no issues, it could be an update on the providers end that caused this to happen, or they could have falsely flagged your website. I have even seen domain issues be a result of someones router not connecting correctly or needing a hard restart. I would also have them unplug their routers for 4-5 minutes, plug it back in and testing your website again. 

It's hard to tell with domains when the issue isn't very clear. If your domain was pointed to the wrong address, that would be easy to identify and fix. Something like this can be more complicated since there are so many working parts with a domain and so many hands that touch it before it reaches the person trying to access it. Contacting our support team most likely won't be the fix, but at the very least you can rule it out, and get closer to the issue.