Issues with products showing in several countries

Technical Q&A

Topic summary

A Shopify store owner reports that some international customers cannot see products when accessing the site from desktop browsers, though mobile access works fine. The store uses a Clean Canvas Symmetry theme, and both theme and Shopify support have been unable to resolve the issue.

Key Details:

  • Problem affects desktop users in certain countries (Switzerland mentioned specifically)
  • Products are visible on mobile devices
  • Issue is intermittent—doesn’t affect all visitors
  • Store URL: freedomskateshop.at

Troubleshooting Attempts:

  • Products confirmed to be published to all markets and sales channels in Shopify Admin
  • Multiple users tested the site from different countries and found it working correctly
  • Screenshot provided shows proper market configuration

Current Status:
The discussion remains open with no clear resolution. A community member suggests the issue might be related to theme lazy-loading and recommends testing with a free Shopify theme to isolate whether it’s template-related. The store owner is being asked to provide error screenshots from affected customers for further diagnosis.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
1

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

2

Share a link to your store, otherwise it’s a guesswork…
An app may interfere here.

3

Hello Tim, Thanks for your reply, its www.freedomskateshop.at

4

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.

5

Hi @MarkusOstermann,

Please send the website link, I will check it for you

7

Hello Namphan, Thank you! Its: https://freedomskateshop.at/

8

Thank You oscprofessional, all products should be set up correctly for all markets..

Bildschirmfoto 2025-09-04 um 17.53.56
Bildschirmfoto 2025-09-04 um 17.53.56328×378 16.3 KB

9

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.

10

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..

11

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.