Why is my online store not responding and how can I fix it?

[rmadfis]

My shopify store (hotdatekitchen.com) seems to be down. I'm getting emails from my customers that they cannot load the site. When i check it, I'm getting an error that the page can not load because the request has timed out. When I check on isitdown (https://www.isitdownrightnow.com/hotdatekitchen.com.html), it's saying that the servers are not responding. I don't see any way to contact shopify support. Please help.

[PaulNewton]

https://www.shopifystatus.com/ 

and https://www.shopifystatus.com/incidents 

Check your myshopify.com subdomain which could indicate a DNS issue and not a shopify issues.

[rmadfis]

Thanks for your reply. It is saying that all systems are operational. I'm not sure what that means for solving the issue though.

[PaulNewton]

Can you access your myshopify strorefront?

Can you acces your myshopify admin?

If not for either contact shopify's support directly https://help.shopify.com/en/support 

[Victoria]

Hi, @rmadfis.

Thanks for posting to the Shopify Community!

I understand that your customers cannot load your website as they're receiving an error message. You also mentioned you're able to recreate the error as well.

To gain a bit more insight, could you share information on the following:

• Are you able to access your storefront and Shopify admin?
• Please share a screenshot of the error message you're receiving.
• What browser and device are you using?

Upon navigating your website, I'm able to access your storefront and click through the different sections in your main menu navigation with no issues. I accessed your website on a desktop device using Google Chrome browser. I'll share a screenshot below for better visibility. 

I've also checked your domain's DNS settings and can confirm the domain points to Shopify and the A record is valid.

As we advance, could you try the following troubleshooting methods to see if the error message persists?

Troubleshooting Methods:

• Ensure you do not have any firewalls, VPNs (virtual private networks) enabled on your device or network blocking Shopify.
  
• Ensure there are no pop-ups being blocked in the web browser. 
  
• Try another internet connection (for example, switch to a cellular network on a phone rather than wifi).
  
• Try another device, such as another computer or a cellphone.
  
• Try using an incognito or private window to launch your website.
• Clear your cache and cookies.

While browsing your storefront I noticed you haven't had a chance yet to add a favicon image to your store. A favicon image is great for branding, allows users to better identify your website when saving it to their browser tab and creates a level of trust. Check out the steps in our help center resource to add this to your store.

I hope this helps! 

[sandyoma]

Hi Victoria, 

I have the same problem with my website shopnandra.com 

can you help please 

[Sophia]

Hi! Your website is accessible to me on Google Chrome. If you're seeing an error message in your browser when attempting to visit the storefront, try the troubleshooting steps that Victoria mentioned previously in this thread and let us know if any of those steps resolve the issue.

[sandyoma]

Hi Sophia,

This is not just for me. This affects a lot of my customers. Also the link is not clickable from instagram. 

PS: it loads on my mobile but not on my desktop. I can access my Shopify admin too. 

[Mac]

Hi, @sandyoma!

Thanks for sharing your concern.

We will need to access your account to gather more information. However, please note that we are unable to provide account-specific support through the Community Forums. But don't worry! We would be more than happy to continue assisting you through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to "contact support." It will guide you on the next steps to connect with a team member who can provide further assistance tailored to your account.