Meta app not accessible via control panel

[LKCPH]

Hey,

does anyone have an idea as to why I can't enter the Meta app via my control panel? I keeps showing this, it's been going on for days:

Has anyone tried this issue?

Kind regards

 

[Maz]

Hi, @LKCPH!

Thanks for getting in touch about your concern! Is this issue still happening?

It might be down to a browser or cache issue on your device. Have you tried accessing your account from another device or browser? You can also try to access it via incognito mode, just to rule out any caching issues. 

Here are some steps below, to make sure everything is in order:

• 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. Select 'All time'.
  
  

• 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.

Let me know how everything goes! 

Speaking of Meta, you may also be interested in some free Facebook and Marketing courses here in Shopify Learn!

[LKCPH]

Hey Maz,

Thank you for your reply.

Unfortunately, I have already tried all of your proposals. It does not work in the mobile app either.

I have the Beyond theme version 2.3.0. There is a latest version 3.1.1.

Can it be a theme update issue?

Thank you.

[Maz]

Thanks for taking the time to perform those steps, @LKCPH!

Hmm, I am not sure if the theme would have anything to do with it, but you can go ahead with the update if you wish by clicking on this link here, and we can see how it goes!

Please note, if you or an installed app made any code changes to your theme, then you're informed that these won’t be included in the updated version. If you want to keep these changes, then you need to copy your code to the new version or reconfigure some apps.

Are you able to send me a video of the issue? You can record the issue using a free program like this one here. This will help me investigate the issue further for you.