My store is not loading on mobile devices properly

Technical Q&A
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Topic summary

A Shopify store loads correctly on desktop but freezes and becomes unresponsive on mobile devices (both iOS Safari/Chrome and Android). The issue affects page loading and image display.

Troubleshooting steps suggested:

  • Identify recent changes to the store (theme code modifications, newly installed apps)
  • Confirm which theme is currently in use
  • Test the issue on a fresh Shopify theme to isolate whether it’s theme-specific
  • Roll back theme code to an earlier date/timestamp to identify when the problem started (can preview changes without publishing)

Current status: The issue has been confirmed by another user on iOS devices. Awaiting additional context from the store owner about recent changes and theme details to diagnose the root cause.

Summarized with AI on November 23. AI used: claude-sonnet-4-5-20250929.
1

Experiencing an issue my shopify store is working perfectly on desktop but not loading on mobile devices , it’s freezing and not responding on ios ( both safari and chrome ) and android devices as well. please help ASAP.

store link - https://magnoliapearl.com

2

Hi, @AsteroidVishal1 .

Welcome to the Shopify Community.

When navigating to your website on an iOS device, I was able to replicate the issue of pages freezing and images not loading as expected. However, as you mentioned the images and website load as expected on a desktop device.

I’d like to gather a bit more context to get a clearer view of the issue. Could you share more information on the following:

  • Have you made any recent changes to your store (ex. theme code changes, newly installed apps.)
  • What theme are you using?
  • Are you able to replicate this issue on a fresh Shopify theme? For steps on how to install a fresh Shopify theme and preview it, check out the steps in our help center resource.
  • To help us identify when the issue occurred, could you try rolling back your theme code to an older date stamp? When rolling back the theme code you do not need to click Publish, you can click Preview to view when the changes took place.

I look forward to your reply and learning more about the issue.