Why isn't my store loading on iPhones?

[AndrewBerry]

People with Iphones are getting this instead of our store

Any thoughts anyone?

 

[Rick]

Hi @AndrewBerry 

Thanks for reaching out here.

I understand that you have noticed a strange error where your store doesn't appear to be loading on iPhones. I would be happy to troubleshoot this with you!

Firstly, has this just recently started happening, whereas previously it was working OK? If so, have you made any changes to your store such as theme code edits, apps installed/uninstalled, domain DNS changes or other setting changes that might have had an unforeseen impact on your storefront? 

I checked your store domain of burningberries.com.au as indicated in your screenshot, and from what I can tell, it is set up correctly and is pointing to Shopify. It worked OK for me on an iPhone device. However, as per this DNS page here, it appears that you have added a AAAA record to your domain. Did you do this intentionally, or was this already on the domain by default perhaps? 

Sometimes if a domain has a AAAA record, it can cause issues and should ideally be removed. The types of issues can range from SSL problems, or customers being redirected to a different front page. Feel free to let me know if this is a Shopify bought domain, or one you have connected from a third-party host. 

Other troubleshooting steps that your customers experiencing this issue can try include the following:

• Ensure that the iPhone device is connected to a stable and active internet connection, as a poor connection can prevent the store from loading.
• Clear the browser cache and cookies, as cached data and cookies can sometimes cause websites to load improperly on iPhones.
• Outdated iOS versions may cause issues with some websites, including Shopify. Updating the iPhone's software to the latest version can sometimes help resolve these kinds of issues.

If you can share any extra information relating to this error, such as the number of customers affected, the frequency of the issue and any trends in customer location etc. it will be helpful for troubleshooting purposes. 

[AndrewBerry]

Thanks Rick

It is only some iphone users. There seems to be no common factors other than being Iphones and in Sydney.  I have got them all to try your troubleshooting steps to no avail. Our domain is from a third party supplier and the AAAA records below were added by them.

[Rick]

Hi @AndrewBerry 

Thanks for getting back with this extra information!

I understand that you tried the troubleshooting steps I suggested with your customers, and they still cannot access your store. From what you have explained the issue with accessing your store has so far only affected some iPhone users in Sydney, with no common factors other than their device type and location. 

Something else to check is if there are any known issues or outages with the internet service provider (ISP) in the area which could be causing the problem for the affected users. You could certainly ask them to try using a different network such as another Wi-Fi connection or mobile data instead.

I would also suggest contacting your third-party domain provider and seeking their assistance in investigating the issue on their side. They may be able to provide insights or expertise on the domain and DNS configuration, and at the very least should be able to help with ruling out any issues on their side.

It is possible that the problem may be related to the way the AAAA records were added, or there may be some other configuration issues on their end. Do you know if these AAAA records are being used for anything in particular, or if it's just some default setup added to all domains? I would suggest asking them for advice on whether or not you can easily remove them, without affecting any other setup you might have on the domain.

Feel free to let me know how that goes, and we can explore any further options!

[AndrewBerry]

Thanks Rick 

I contacted my domain provider and they suggested deleting the burningberries.com.au AAAA record and that worked 

[Rick]

Hi @AndrewBerry 

That is excellent to hear! Thanks for getting back to let me know.

I had suspected that the AAAA records on the domain might be causing some issues and I am glad to hear your domain provider was able to help you remove those and get this working.

Besides this domain issue, how is the rest of your store coming along? I checked out your store and I think it looks really well. The design is simple, clean, and visually easy on the eyes. The images used are high quality and showcase your products effectively. The site also loads relatively quickly, making for a smooth user experience.

I had a few small suggestions for ways you could improve your store even more:

• Consider adding a section for product reviews and ratings. Customer reviews can be an effective way to build trust with potential buyers and encourage them to make a purchase. The Shopify Product Reviews app is free to use.
• I noticed you already have an 'about us' page and you have included some really great and interesting information there. You could consider adding more information to expand on this such as: a story about how the company started, more background about the people behind it, and what makes your company unique which could help build a stronger connection with customers. This guide here has some excellent examples that you can check out for inspiration.
• Expand the product range. While your current range is simple and effective, it may be beneficial to consider adding more products down the line to cater to different needs and preferences.

[SHECity]

Hi Rick,

I got the same issue. My website is not loading on iPhones. It was loading. Can you help check plz?

https://she.city

[Rick]

Hi @SHECity 

Thanks for reaching out here for assistance, and for sharing your store URL for me to take a look at. I understand that you are experiencing issues with your store not loading on iPhones.

I checked your domain setup, and all appears to be OK with your A Record as you can see here. Have you added the shops.myshopify.com CNAME record to the domain DNS setup as per our instructions here? If not, I would suggest doing so.

I tested your store on an iPhone device, and I can confirm it appears to be working OK, and the storefront loads up just fine. Are you experiencing this issue yourself, or are some of your customers saying it's not loading for them perhaps? 

Any screenshots or further details about the issue would be helpful for troubleshooting this issue with you. For the moment, clearing the browser cache & cookies, and even testing on different browsers would be good troubleshooting steps to try!

[SHECity]

omg you are a life saver Rick. I was on call with GoDaddy for 5 hours yesterday and can't figure this out. I tested on 5 phones, 2 ISPs (Spectrum and Verizon) and 2 browsers (Chrome and Safari). It load everywhere else fine including laptop, incognito, mobile with wifi, it just won't load on mobile without wifi. i will add the CNAME record as you recommended it.  Here are the screenshot from our test: https://www.dropbox.com/scl/fo/pqco533tt7otkhqs43ne8/h?rlkey=rxgx06ywzgosajbqvaf6bt78y&dl=0

[SHECity]

Update @Rick I did have the CNAME added to shops.myshopify.com ... but I did see two CNAMES. is that the issue? plz see screenshot here: https://www.dropbox.com/scl/fi/dvnu4edb99zs90a5phwkc/Screenshot-2023-10-02-at-9.56.16-AM.png?rlkey=m...

[Rick]

Hi @SHECity 

Thanks for getting back to let me know! 

Generally it's recommended to only have the single shops.myshopify.com CNAME, so it would definitely be a good idea to remove the other one. Do you know what the purpose of the other CNAME is? Perhaps it was being used for something before you used the domain on Shopify?

Thanks for confirming your troubleshooting steps. Have you ensured that the iPhone devices are up to date in both phone firmware, and browser versions? We have some information about supported browsers here that you can check out.

I cannot say for sure if this issue is relating to the CNAME, but if you continue to experience issues with the domain even after making sure the DNS settings are OK, then please feel free to contact our support team via our help center here.

We would be happy to take a closer look and see if there's anything that can be done to assist. I can confirm that for now the domain is still working OK on my side, and I am unable to identify any obvious issues.

[hemant0099]

Hi Rick,

My store - mycoconutworld.com

Facing same issues - iphone doesnt load images, can youkindly help

[deps143]

Hi Rick,

My shop is having trouble too, I'd love it if you could take a look. Everything on my site loads find except my "Shop" page on some iPhones (URL is: https://canatoo.com/collections/all). It works fine on desktop, I believe works fine on Android, and works for some iPhone users but not others. It's happening on both Chrome and Safari. If a user restarts their phone, it usually works for a little while but then breaks again. It is happening for users all over the country (so different network connections, devices, software versions) so it doesn't appear to be a specific device, a browser, a connection, or a version issue. I have contact support a few times but they haven't been able to give me any solution. 

[abdaiya]

Hi @Rick 

We are a newly listed gifting ecommerce website. We are facing same issue. On few iphones (esp iPhone 11 Chrome) our cart page throws a similar error (attached screenshot). Please help us on the same

Website: zuvees.ae