URL is not working after redirection from third party

[Prissie]

Hi everyone

I am about to launch my store and had the domain redirected to shopify from a Third Party. A record and Cname are all entered correctly and everybody can see the store, except me. On my computer, actually all devices I have at home, the URL isn't loading. Shopify and my hosting party says it's all good on their side and that this should be a local problem.

I am about to get desperate as I have tried everything: changing browsers, clear caches on browsers and on my mac, checked proxyservers and viruses.... you name it. I am not technical and I don't know how to think anymore. In a nutshell, I can't:

1. view my online store while in admin

2. access my store through the URL

My store is www.dooek.com

What other people see is a coming soon page where you can access by entering a password. But my computer doesn't get that far as it's not redirecting.

Anyone here who has experienced the same and would have the ultimate solution to solve this?

Much appreciated!

Thanks

Priscilla

[Rick]

Hi @Prissie 

Thanks for reaching out here with your issue, and also welcome to the Shopify Community!

I understand that you have connected your domain to your Shopify store, and have noticed that others can access it, but you cannot. That is certainly an interesting situation, and I would be happy to help you troubleshoot it here! 

That is very exciting about the store launch - how is the store setup going so far? Besides this domain query, are you experiencing any other difficulties?

Thanks for confirming that your domain host says all looks OK on their side and for outlining all of the various troubleshooting steps that you have tried. I understand the desperation here, I am sure I would be the same - don't worry we are always here to help steer you in the right direction.

I checked the URL you provided of www.dooek.com and it does seem to be working OK for me and is redirecting to the https://dooek.com/password URL as you would expect. How long has it been since you set this domain up on your store? Sometimes it can take a few days for domain/DNS changes to propagate across the internet, so that is a possible reason that it isn't working for you yet. However if it has been more than 48 hours then it is unlikely to be the reason for this issue.

It sounds like you have already tried a lot of local troubleshooting steps to try to rule out your own setup. One thing I am wondering is if you have tried using a completely different network such as a mobile network if you have been using Wi-Fi or vice versa. It might help to rule out issues with your internet service provider or specific network setup.

Were you using this domain for anything prior to connecting it to your Shopify store? One thing worth checking is that DNSSEC (Domain Name System Security Extensions) is inactive on the domain, because if it is active it can technically cause some resolution failures. DNSSEC is usually only used if you have a custom nameserver configuration. If you are managing this domain from a third party host, then you would need to contact them to inquire about turning it off. 

[Prissie]

Hi! Thank you so much for taking the time toneelspeler this.

I asked several people to go to dooek.com and they all experience the same problem as I do. The url is just looping and not being able to download.

As it’s working for the Netherlands, it must have to do with the redirection to Sweden within Shopify. Is this something you could check?

Thanks

Priscilla

[Prissie]

Hello Rick,

Thanks for your feedback. I have tried everything Shopify has given me, but unfortunately nothing works. However, I just found out that I can reach the swedish page through this URL https://dooek.com/sv-se

But then you have to write it exactly like that and no one will do that. It needs to redirect from dooek to this page when in sweden.

Do you have any experience on this? Or maybe some one else knows what is causing this?

Thanks in advance!

Priscilla

[Rick]

Hi @Prissie 

Thanks for getting back with this extra information.

You mentioned that you were able to reach the Swedish page at https://dooek.com/sv-se - that is a good sign. It sounds like you have set up multiple currencies/languages on the store, and I can also see a selector in the bottom right of the page. Can you explain how you have implemented this? Are you using any apps to direct customers to the correct region, or are you using Shopify Markets and the Shopify Translate & Adapt app maybe? Just so you know, we have some more information on localization and translation on our help center here.

When you say nothing works, is the main domain still not loading at all for you? From what I can tell on my side, there are no obvious issues with the domain. The DNS setup all looks good, and nothing seems broken or incorrect. Both the www.dooek.com and the https://dooek.com/sv-se URLs load for me and I can see the password page for both. 

If you are still seeing issues, would it be possible to provide me with screenshots of what you see when you access the domain? A screenshot of the Settings > Domains section of your admin would also be helpful.

In your original post you mentioned 'domain redirected to shopify from a Third Party' - would it be possible to explain how you have set up this domain, and the steps you went through?

[Prissie]

Hi rick,



It’s been solved now. It had to do with the settings of the markets. Really easy ofcourse afterwards. So thanks for reaching out and your willingness to help me.



Cheers



Priscilla

[Rick]

Hi @Prissie 

Thanks for getting back to let me know that you have resolved this issue!

That is fantastic to hear you managed to figure it out, and that it was actually the Shopify Markets settings that were causing issues with your domain. Do feel free to share any information about the fix, as it could be very useful for anyone else who comes across this thread and might be experiencing the same issue.

Now that you have this issue resolved, I would love to hear about your plans to launch your store - you mentioned in your original post that you were getting ready to go live!

Do you think you will be launching this week in time for Black Friday/Cyber Monday (BFCM)? If you will be live before this weekend, then I would encourage you to review our BFCM resources on this blog post here. It's packed full of helpful info that if you don't use this time around, you can always have ready for next year!

[Prissie]

Hi Rick,



The problem came back when I changed primary markets from Swedish to Dutch. So I am totally lost again. Are you a shopify expert that I can hire?

[Rick]

Hi @Prissie 

Thanks for letting me know - that is certainly not ideal, especially as you believed the issue was resolved. Just to confirm, when you change your primary market in the Shopify Markets settings, you are unable to access your domain anymore? Can you confirm the steps you are taking to change your primary market from Swedish to Dutch?

Everything appears fully functional on my end - I can see the currency/language selector in the footer of your store and it appears to work fine when I select different options. For more information about setting up international domains we have a help document here, Also as mentioned before we have some more information on localization and translation on our help center here.

I am not a Shopify Expert, however I am actually a Shopify staff member. I am more than happy to continue to troubleshoot this here with you, however if you would prefer for someone to look at the store and help you identify setup issues in your admin then you should consider contacting our support team directly using this link here. Here on the Shopify Community we can't see your admin, so we can only go off the info you provide in your replies.

While we are always happy to assist, for more in-depth website setup or bespoke customization you could consider hiring a Shopify Expert to help you set this up. 

I see you have gone live with the store - well done! I think it looks really good, and it is obvious that you have put a lot of work into it. Can you confirm what the current issue is with the store? Is it still not loading at all for you?