Clients complaining from time to time that they cannot install our application

Shopify Apps

Topic summary

Users are experiencing installation failures when trying to add the application to their Shopify stores. The issue has been reproduced after three installation attempts.

Key symptoms:

  • After confirming installation on Shopify’s install screen, users remain stuck on that page
  • The installation process fails after approximately 8 minutes
  • No network traffic is detected on the application’s servers during these failed attempts

Current status:

  • The developer has investigated their servers but found no issues on their end
  • The problem appears intermittent but is increasing in frequency
  • Root cause remains unidentified

A screenshot has been shared showing the error encountered during installation.

Summarized with AI on November 18. AI used: claude-sonnet-4-5-20250929.
1

I’ve received a raising amount of complains that people are trying to install our app into their shops but they cannot proceed.

I’ve been able to reproduce the issue by simply installing the application (it took me three tries to reproduce).

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after confirming the installation in the Shopify’s install screen, the users keep looking at this page and fails after 8 minutes.

I’ve looked at our servers but there’s no network traffic on our side. What’s going on? can you please check this error?

Thanks.