New theme installed - some customers get white screen, flickering & unable to connect to site

Shopify Discussion
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Since installing a new theme on our site (Shella), we have customers having issues connecting to our website. Please see the video attached, the website is flickering and not opening as it should.

I have told customers to restart their device, clear cache & cookies, clear browsing history, use incognito window, use a different browser, turn off wifi and use mobile data - for most people one of these steps has worked for them but for some people even after following these steps it is still not working.

It is happening on phone and on computer, PC & Mac, iPhone and Android, different browsers.

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Can you share the link to the website?

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www.cleoharper.com.au

Please note, if you are outside of Australia you will be redirected to our .com or .co store depending on your location in the world - this issue which is not happening on either of these stores, only on .com.au

Thank you

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Hello @Courtney_Hogan ,

Good day! Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.

Here are some suggested steps you can take to resolve the issue.

→ Clearing your browser’s cache

Begin by clearing your browser’s cache and cookies. Outdated cache files can sometimes disrupt the proper loading of a website. After clearing the cache, try accessing your website again.

→ Disable apps

If you recently installed new apps or made changes to existing ones, temporarily disable them to check if the issue persists. Certain apps may conflict with the theme or cause performance problems.

→ Check DNS settings

Verify your DNS records and ensure they are accurate, allowing your website to resolve properly. Incorrect DNS settings can lead to connectivity problems.

→ Examine the settings of the theme

Examine the theme settings for any options related to loading behavior or flickering. Ensure that the theme is configured correctly and there are no conflicting settings causing the issue.

→ Evaluate bandwidth

Check your website’s bandwidth to ensure it is sufficient for handling traffic. Inadequate bandwidth can result in slow or inconsistent website performance.

→ Revert to the default theme

Temporarily switch back to the default Shopify theme to isolate the problem. If the issue disappears, it indicates that the problem is specific to the Shella theme. Consider reaching out to the theme developer or their support team for assistance.

→ Contact the theme developer

If the problem persists after attempting the above steps, contact the Shella theme developer for dedicated support. They possess the most knowledge about the theme and can offer specific guidance or updates to address compatibility or performance issues.

→ Ensure a secure connection

Confirm that your website is utilizing a secure connection (HTTPS) to safeguard data transmission and enhance trustworthiness.

→ Seek Shopify support

If the issue remains unresolved, reach out to Shopify support directly. They have a dedicated support team experienced in troubleshooting and resolving theme-related problems.

I hope this information proves useful.

Gina