Hi everyone,
I’m posting here because I’ve already spent more than a week trying to get a proper answer from support, and the issue is still not resolved.
My website is: www.ateliermobili.com
The problem is very clear:
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the domain is connected to Shopify correctly
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GoDaddy confirmed that the DNS records are correct and fully propagated
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Shopify also shows the domain as connected
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the website works on mobile data
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but on Comcast and some DSL/cable connections, the website fails and shows: ERR_SSL_PROTOCOL_ERROR
This is why I do not believe this is just a local computer, browser, or antivirus issue. It appears to be a selective SSL/TLS problem affecting certain networks or providers.
Support keeps trying to redirect me to Comcast or saying it may be my network, but this is not only about my own connection. My customers are also unable to access the website on certain providers. That means this is a serious store-access issue.
I need Shopify to properly investigate this as a technical issue, especially around:
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SSL/TLS handshake problems
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IPv4 vs IPv6 behaviour
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whether the recently added AAAA record caused any conflict
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CDN / edge certificate delivery differences by ISP or region
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why the site loads on mobile data but fails on Comcast/cable/DSL
At this point, I am looking for help from anyone who has had a similar issue, and I also hope someone from Shopify technical team can review this properly instead of giving a generic response.
Has anyone experienced a case where:
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the Shopify domain looks fully connected,
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SSL seems fine on some networks,
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but the site fails only on specific ISPs with ERR_SSL_PROTOCOL_ERROR?
Any guidance would be appreciated, because this issue is directly affecting customer access and sales.
Thank you.