Products hidden from website shop

Aktyva
Tourist
8 0 0

Hi there,

 

Our company is selling sporting goods at www.aktyva.com.

 

The problem faced is that all the products related to a specific Collection are "disappearing" over time. Here is the link to it: https://www.aktyva.com/collections/osaka All the other Collections that are calling products that brand are not showing them either. All the other products from our shop are not affected by this.

The odd thing is that the problem doesn't occur when using a browser in incognito mode... (even on the same device where the issue is appearing on a normal browser)


This dramatically impacts sales obviously 😞

 

Here is what we have confirmed so far:

  • Happens both on laptop and mobile
  • Happens on Chrome, Safari, and Bing
  • Noticed in 3 different countries, without VPN
  • Products are in stock, and stock levels are up to date 

We attached a few screenshots showing the issue:

Shopify emtpy collection Chrome.png

Shopify collection Chrome incognito.png

A few questions on our end:

  1. Has anyone ever seen this?
  2. Any idea on how to troubleshoot or fix this?
  3. Could this be a cache issue
  4. An issue with the referencing of the products from that specific Brand (ie. Collection)? For instance, an option that would have been enabled by mistake

Thank you very much for your help in advance,

 

The Aktyva Team

Replies 4 (4)

Erin
Shopify Staff
1036 134 166

Hi, @Aktyva. Thank you for troubleshooting this on your end and sharing all of that context! What you described definitely shouldn't be happening. Typically I would think this is being caused by your cache, but after reading over what you confirmed so far, we would need to investigate this further to understand exactly what's happening. Please contact our support team through the Help Center here so we can help you out. While we can't see any of your account details here over the Shopify Community, if you contact us through the Help Center we can review this with you in more detail.

Erin | Shopify 
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TerenceKEANE
Shopify Partner
511 86 78

Hi,

 

Could you clearly specify which link has no issue and which one has an issue? The link you shared and the link in the image are different from each other!

 

TerenceKEANE_0-1716452471288.png

 

 

 

Terence

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Aktyva
Tourist
8 0 0

Hi Terence,

 

Thanks for looking into this.

The products that are "disappearing" are those from the Osaka brand: https://www.aktyva.com/collections/osaka

These products also disappear from other collections where they are cross-listed. Hence the other links we shared. Here is an example: https://www.aktyva.com/collections/padel

 

Thank you,

 

The Aktyva Team

TerenceKEANE
Shopify Partner
511 86 78


The links you sent show '13 products.' As far as I can see, there's no issue of disappearance.

 

Also, have you tried accessing it from another computer?

 

As a recommendation, temporarily disable all the apps you use and clear the browser's full cache.

 

TerenceKEANE_0-1716622618345.png

 

★ Looking for Dedicated Premium Coding Support? Join our unique "PREMIUM SUPPORT" service starting at 59 USD for 1 MONTH!
★ Get skilled Shopify developers at BUDGET-FRIENDLY RATES — explore Novajetsoft.com for a rapid quote!
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