Unable to load product page with google chrome

Shopify Discussion
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Topic summary

A Shopify store is experiencing loading errors on product pages accessed through collection URLs (e.g., /collections/[name]/products/[id]), while direct product URLs (/products/[id]) work fine. The error message displays “There was a problem loading this website” in Google Chrome.

Current Status:

  • Clearing cache and cookies resolves the issue temporarily
  • Store owner seeks a permanent solution that doesn’t require customers to clear their browsers

Suggested Troubleshooting Steps:

  • Make small edits to products/collections in Shopify Admin to force reprocessing
  • Modify canonical_url in theme.liquid
  • Check theme customization and Liquid code
  • Review third-party apps for conflicts
  • Examine URL redirects in Shopify settings
  • Investigate CDN or cache configuration issues
  • Contact Shopify support or certified developer for code review

Discussion Outcome:
The thread remains open with no definitive solution. The original poster requested specific guidance on checking URL redirects and CDN/cache settings, but detailed instructions have not yet been provided.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Some of our co-workers and customers are unable to connect to the product page when it has /collection/ on the URL.

For example /products/XXXXX has no issue, but when it click to the product by going to the collection, it has this issue. /collections/autopilot-flight-controllers/products/XXXXX

There was a problem loading this website
Try refreshing the page.
If the site still doesn’t load, please try again in a few minutes.

Screenshot.png
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Anyone has any idea?

2

Issue is fixed after clear cache and cookie, but how can I ensure my customer won’t have this issue? I can’t ask all my customer to clear cache and cookie.

3

Hi, it could be hard to fix it another way. Anyway, in that case, you can force Shopify to reprocess the page by making a small edit and saving the product or collection in Shopify Admin. Maybe a modification of the canonical_url in the theme.liquid will help also.

I’m not 100% sure, any other ideas guys?

4

Hey there @VTP I think your best options would be either to reach out to a certified Shopify dev to have a look at if there’s anything to change in the core code of the site or maybe you can reach out to Shopify support directly to see if there are any directions to be given on how to navigate the situation.

5

Hi @VTP

This issue suggests a possible redirect, theme, or Shopify settings problem affecting URLs that contain /collections/. Here are some troubleshooting steps you can try to help identify and resolve it:

Test the Issue Across Devices & Networks
Check Theme Customization & Liquid Code
Check for Third-Party Apps Causing Issues
Check URL Redirects in Shopify Settings
Check for CDN or Cache Issues

Let me know if you need more assistance.

6

Hi, Any recommendations on what to check on these?

Check URL Redirects in Shopify Settings

Check for CDN or Cache Issues

7

In other words, find out the problem yourself. Brilliant!