After switching the store’s theme from Flex to Prestige, some customers on older devices/browsers can’t load the site (StatementBtq.com). The previous Flex theme didn’t have this issue.
Reported symptoms on an iPad Air running iOS 12.5.7: only parts of the menu and footer appear, menu items aren’t clickable, and the main content/images don’t load. Screenshots were provided and are central to illustrating the problem.
A community member tested the site on various devices and was able to browse normally, indicating the issue is likely limited to outdated devices/browsers. The store owner notes no core code changes beyond installed apps.
Suggested next step: contact the Prestige theme developer (Maestrooo), as they best understand their code. The store owner reports Maestrooo supports only the latest two versions of common browsers and isn’t addressing older device compatibility.
Interim recommendation from Shopify staff: continue working with the theme developer and temporarily revert to the previous Flex theme to ensure customer access. Status: unresolved and ongoing.
I recently updated our theme to Prestige from Flex and we’re having a problem with several customers not being able to view our website, due to what I think is using an older device/browser. Our Flex theme did not have this issue.
Wondering if anyone else had a similar issue and how they resolved it.
Thanks for any help.
URL: StatementBtq.com
Hi,
Please share your store url so that we can take a look at it.
Thanks
Just added it to original post. It’s StatementBtq.com
Hi,
Is there any particular section where they have informed you is not loading, exact device/configuration, are you using custom code snippets on the theme.
Please note, we just checked from different devices and was able to open the website and browse through. Until and unless there are some specific sections, then please let us know otherwise your website seems to be working fine.
Thanks
The entire website does not load on significantly older devices that can no longer be updated. I’ve tested myself on an old iPad. I believe the top menu loads and that is it. The only custom code would be apps but I would not think this would affect it.
Hi,
I am a beginner in dropshipping on Shopify. How do I get started ?
I’ve attached some photos. It does not load the menu properly, so the items on the left are not clickable, then it displays the headers beneath this menu, as well. Nothing loads in the main section, and then the footer appears. That is it. No images or any other section load. This is viewing on an iPad Air 12.5.7
I have not customized any of the main code.
Hi Andreastatement,
Thanks for sharing the images, This may not be a simple fix but something which requires deep analysis. Since you are using the Prestige theme, we will recommend you to reach out to the theme developers for support. This is a Shopify supported theme so you will be able to get the help you require. This will be the cheapest and the quickest option for you to get it fixed since the theme developers know there own code and can guide you better where it is failing.
Thanks
Unfortunately, Maestroo isn’t very willing to help with theme issues. For this, they say it’s designed to be used on the latest two versions of common browsers.
Hey @Shop_Estella! Thanks for taking the time to reach out to the Shopify Community Forums for some guidance and suggestions on how to address this issue with your theme! My name is Imogen. It’s good to connect with you!
As @ES1 mentioned, the developer of your Theme is definitely the best source of information and support for any issues you’re experiencing using their theme. If you’ve connected with them prior regarding assistance with this issue, I do recommend continuing to communicate with them regarding what you’re experiencing to see what suggestions they could advise upon for this issue, assuming it’s specific to their theme.
In the meantime, if you know you have a theme that wasn’t impacted by such an issue, considering moving back to that previous theme while you work with the developers of your current theme on any issues impacting it. This should help you feel confident in your customer’s ability to access your online store without issue.
