Store Images Not loading - Desktop and mobile - on all Pages - Need Help!

Shopify Discussion

Topic summary

A Shopify store experienced a sudden, complete image failure across all pages (homepage, collections, products) on both desktop and mobile devices. The issue persisted for over 36 hours, affecting not only the live theme but also all previous backup versions that had worked fine for months.

Key details:

  • No changes were made to the theme, code, or apps before the problem started
  • The exact same theme file works perfectly on a different store, suggesting a store-specific issue rather than theme corruption
  • Shopify support claims it’s a theme problem; theme support claims it’s a Shopify platform issue

Current status:

  • The merchant switched to a new theme to resolve customer complaints
  • The original problematic theme remains non-functional for unknown reasons
  • One commenter suggested clearing browser cache, but the issue appears systemic rather than browser-related

The root cause remains unidentified, with both Shopify and theme support deflecting responsibility despite the theme functioning normally on other stores.

Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
1

All of a sudden, my website stopped showing any king of images on mobile view and as well as on desktop view, No image being shown on homepage, collection page and product page. I had not made any changes to my theme, in addition to it all my theme prior copies and versions which were running fine for months are replicating the issue now too.

My theme was running just fine and without any change or app installed this issue arises and upon getting in contact with shopify support team they stated it is my theme problem. Which i know it isn’t because i downloaded the same exact theme and tried it on my different store and worked just fine there -

I don’t know why shopify is punishing selected stores and refusing to even admit that it is their problem. I have contacted the theme support too and they have claimed the same that it is shopify problem.

Shopify status page shows everything is good, where as it is Not - and there support is just not interested in dealing with the problem. Our store is down from last 36 hours now and still no hope!

Store url: Website Link

2

Hi Abdullah3
I check the store’s home page and all the images are loading perfectly at my end.
It must be some cashe issue on your system. please clear all the browser cache or try it on some other browser. it will work fine.

3

Hello Abrar,

This is because I have shifted to a new theme, due to customer complaints for more than 36 hours - that specific theme is still not working infact all versions of it are not working(even the default version), the theme was working perfect for many months and than suddenly one day stop working on my store for No reason(didn’t made any changes at all, even no app install or change) - the same exact theme file i download and tried on another store and tested it for good 12 hours and it worked perfect on other store - this behavior by shopify is quite odd and i am unable to understand - shopify support team is useless in this case as they simply blame the theme code, theme code is all good as it was running fine before and is running on other store perfectly(with a bit change to code), except for my store for some unknown reason.