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My Shopify Store won't scroll on iOS

yannforte
Tourist
11 0 2

Hello friends and Shopify experts out there!

 

Since this morning, I have an issue with my Shopify store. On iOS, and only iOS, I can't seem to scroll down or up. I can scroll only when the page loads, but after that, it won't move, except when I'm using two fingers, which is not supposed to. On desktop, no problem. On Android, no problem. On iOS, whether it's Safari, Chrome or Firefox, nothing moves after the page's loaded.

 

FYI, it started this morning, and we haven't touched the theme since Friday, so 5 days later.

 

Has it happened to anybody here? Can someone help?

 

Thanks in advance!

Replies 31 (31)
Brie
Shopify Staff
Shopify Staff
571 48 110

Hi, @yannforte

 

I'd be happy to look into that for you. What's your store's URL? As well, have you had anyone else try it on their iOS device to check if it's isolated to your own? 

Brie | Social Care @ Shopify 
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yannforte
Tourist
11 0 2

Hi @Brie,

 

Apart from me, two colleagues and two customers are having the same issue (that we know of).

 

You can check it out on en.maillard.co  

Brie
Shopify Staff
Shopify Staff
571 48 110

Hi, @yannforte

 

Thank you! I was able to replicate that on my end as well. Have you recently added any new apps or made any other coding changes to your theme? 

Brie | Social Care @ Shopify 
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yannforte
Tourist
11 0 2

Hi @Brie 

 

The last app was added a few weeks ago, so I don't think that did it.

 

And like I said, the last time we "played" inside the theme's code was on Friday, 5 days ago. The issue started this morning.

achieveapplabs
Shopify Partner
512 39 86

Hi @yannforte 

 

I was going to write the below, but then I checked your storefront on Safari iOS and I was able to scroll. Assuming this issues has been fixed since the post. 

 

Whenever I have scrolling issues I always check the CSS. Most of the time it's the z-index value that needs to be higher or lower. You may have an overlay that won't let the user scroll the actual page. Could be JS too. 

 

Regards,

 

Sam

 

 

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
Brie
Shopify Staff
Shopify Staff
571 48 110

Hi, @yannforte

 

In contrast to the above message, I still seem to experience the error on your store on my end. Are you using a free Shopify theme, or a third party theme?

Brie | Social Care @ Shopify 
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yannforte
Tourist
11 0 2

Hi @brie

 

Indeed, the problem hasn't been fixed yet. We are in communication with PixelUnion, which are the third-party developers of our theme.

 

They told us they might have fixed the issue overnight, but unfortunately it didn't work. We are still in contact with them, and they are apparently working on something else for us. If it doesn't work today, we might just have to revert to the former theme version we have.

 

Or if you think there is something else I could do?

 

To @achieveapplabs,

When you talk about z-index, I wouldn't know what to do about it since I'm not a programmer. I found this topic: https://community.shopify.com/c/Shopify-Design/Changing-the-z-index-for-header-and-footer/td-p/48461...   Would it do something? If yes, where do I change that or add it?

 

Thanks!

Brie
Shopify Staff
Shopify Staff
571 48 110

Hi, @yannforte

 

That's great. Let me know when they back to you if it's still not resolved, and I can take a look in your backend to see if it might not be theme related. 

Brie | Social Care @ Shopify 
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achieveapplabs
Shopify Partner
512 39 86

Hi @yannforte ,

 

I understand however it requires testing to find which direction to go. The z-index is a CSS concept so what I'm saying the issue could be with the stylesheet, it could be javascript, it also could be a browser update to Safari that caused all of this. Before I let my curiosity get the best of me, has PixelUnion gotten back to you? 

 

Regards,

 

Sam

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
yannforte
Tourist
11 0 2

Hello all,

 

It has been fixed last night. Turns out it was just a line in the footer's code. Our programmer inserted something in the footer to be able to subscribe to the newsletter by clicking on the button, and the subscription form would pop up. But somehow, this small change in the code blocked the scrolling for iOS.

 

So it's all good now! Thanks for your answers!

achieveapplabs
Shopify Partner
512 39 86

It's scrolling now! Also very hungry for a steak.

 

Regards,

 

Sam

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
Brie
Shopify Staff
Shopify Staff
571 48 110

Hi, @yannforte!

 

So glad to hear that! Let me know if you need any further help. 

 

@achieveapplabs - thanks for your assistance here as well. Enjoy the steak! 

Brie | Social Care @ Shopify 
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Stephhrev
Excursionist
18 0 4

Hi All!

 

Please could someone help me out? I am having the exact same problem on my store!!

 

Thank you and kindest regards!

Steph

achieveapplabs
Shopify Partner
512 39 86

Hi @Stephhrev ,

 

Let us know your shop URL . 

 

Regards,

 

Sam

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
Stephhrev
Excursionist
18 0 4
Hi Sam,

Sure it’s www.modernclothnappies.co.uk

Many thanks!
achieveapplabs
Shopify Partner
512 39 86

Hi @Stephhrev ,

 

What device and browser did you experience this on? Chrome for Apple IOS? Safari?

 

Regards,

 

Sam

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
achieveapplabs
Shopify Partner
512 39 86

Hi @Stephhrev ,

 

Sorry we couldn't be more helpful. Assuming this is resolved for you?

 

Regards,

 

Sam

Use Approovly to create and track order approvals | Looking for more Shopify apps? achieveapplabs.com/#apps
Stephhrev
Excursionist
18 0 4
Hi Sam,

So sorry, I didn’t see the reply!

Problem is in safari and chrome (as far as I’m aware). I’ve removed a pop up app in the hope that this resolves it but the problem was intermittent anyway so it’s hard for me to test.

Would you mind scrolling my website your end to see if everything’s ok? I’d really appreciate your help.

Many thanks!
Brie
Shopify Staff
Shopify Staff
571 48 110

Hey, @Stephhrev

 

I'm able to scroll on your store with my iPhone XR (iOS 13.5). Let me know if you're still seeing the issue on your end! 

Brie | Social Care @ Shopify 
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