Hello all,
Recently I’ve been experiencing an issue with my website. Some customers have reported that they cannot access my website (and they have attached a screenshot below).
However, my team can access it without any issues. This issue doesn’t happen regularly, but I think there might be something wrong with my website.
Could you please let me know what could be causing this while my team says it’s related to the internet connection (and as far as I know, the internet in Australia is very good).
Thank you, everyone.
1 Like
Hi @Phunguyen291 ,
Could you provide a link to the store?
Hey @Phunguyen291 ,
You can try adding a monitoring/testing app to your store and see whether there’s actually an issue with your storefront or any other elements on your store. Here’s the app: https://apps.shopify.com/store-watchers
Hope this helps!
Hello @Phunguyen291 ,
This is Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.
If some of your customers are reporting that they cannot access your Shopify website, while your team can access it without any issues, there are a few potential causes to consider.
The first thing to check is whether the customers who are having trouble accessing your website are experiencing internet connection issues. This can be caused by a variety of factors, such as poor network coverage, a slow connection, or other issues with their ISP.
Another possible cause of the issue is browser compatibility issues. Your customers may be using an outdated browser or one that is not compatible with your website. Make sure that your website is optimized for all major browsers, and recommend that your customers try using a different browser to see if that resolves the issue.
It’s also possible that your website is experiencing server issues or downtime, which can cause certain customers to be unable to access your website. Check with your hosting provider to see if there are any known issues or downtime that could be affecting your website.
Website caching can sometimes cause issues with website accessibility. Make sure that your website caching is set up correctly, and that your customers are not seeing cached versions of your website that are no longer up-to-date.
It’s possible that some of your customers are being geo-blocked from accessing your website due to regional restrictions or other factors. Check if there are any restrictions in place that could be preventing certain customers from accessing your website.
However, it’s important to investigate and address any issues with website accessibility promptly to ensure that all customers are able to access your website and complete their purchases.
Gina
Hey @Phunguyen291 ! Very sorry to hear about this issue – I can understand that must be frustrating.
This definitely looks like an asset loading issue – it could be due to the customers browser settings, or internet connection.
It’s important to monitor key customer journeys on your online store regularly so you can be alerted when things like this happen. It will also give you an idea of how often they happen.
I built an app called Uptime to help with that. It would detect when an issue like the one you described occurs so you can take action to resolve it 
Here’s a link if you want to check it out: https://apps.shopify.com/uptime
Let me know if you have any questions!
