Dear Community,
We have been informed by customers that they sometimes cannot see our products when accessing the the site from other countries. They can see everything, just not the products. This seems to only be the case when coming from desktop, not mobile. We are using a Clean Canvas Symmetry theme. Both Clean Canvas and Shopify support cannot help. Does anybody know what the issue might be?
Thank you so much,
Markus
Share a link to your store, otherwise it’s a guesswork…
An app may interfere here.
Hello Tim, Thanks for your reply, its www.freedomskateshop.at
Hi @MarkusOstermann ,
This usually happens if products aren’t published to all Shopify Markets or sales channels. On desktop from other countries, visitors may see the store but no products.
Check in Shopify Admin → Products → Publishing and make sure items are available for the Online Store and all relevant markets.
Hi @MarkusOstermann,
Please send the website link, I will check it for you
Hello Namphan, Thank you! Its: https://freedomskateshop.at/
Hi @MarkusOstermann,
I tested it and it works fine in my country, I also tried accessing from other countries and it works fine. can you describe more about the error? It can’t show the product card or product image and what browser are they using.
Hello Namphan, Thank you for checking, the last customer who reported this was from Switzerland I believe and tried to access from different browsers before being able to access from mobile. But weve also had this issue happening with Shopify and Google support staff who werent able to see products and couldnt see the issue, saying it might be the template were using but i doubt this. It also doesnt seem to happen to everybody..
Hi @MarkusOstermann,
Is the error that the product image is not showing on the home page? Can you provide me with a screenshot of the error?
This could be due to theme lazyload. can you try uploading a free Shopify theme, then send a preview link to your client? Does it display fine?
Please let me know.
