Hi there
I’ve always used Google Chrome to access Shopify admin but for the past two days I’ve been unable to access it from my iMac, please help.
Thank you
Hey @SimplyRen ,
I’ll be happy to help you out with this!
Are you still unable to access your Shopify Admin? Also, is this the only website that you’re having difficulty loading on Google Chrome at the moment?
Since we’re not currently experiencing any known issues impacting access to the Shopify Admin, I’d be curious to know if we can isolate what you’re seeing to your device or browser. Would you mind testing a few things for me?
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Clear your cache and cookies - when you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.
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Ensure your browser is up to date.
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Try an Incognito window.
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Try another browser (e.g. Safari).
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Log in to your Shopify mobile app and try accessing your admin.
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Try completing the same steps on your phone, using data rather than WiFi.
Looking forward to hearing how that goes!
Hi
Thanks for responding so quickly.
I’ve tried steps 1-4 with no joy I’m afraid, I can login from my mobile just fine but it’s not ideal as I’m wanting to make some changes to the store.
Great to see you’ve attempted to troubleshoot this issue! If you are able to log in via your mobile using data rather than WiFi, this indicates a possible local network error. Have you tried restarting your WiFi modem recently?
For some people, the easiest way to reboot the router is to unplug the power supply, wait 30 seconds, then plug it back in again. Alternatively, there may be an on/off switch on the back of the router, in which case you can use that to turn it off, wait 30 seconds, and then turn it on again.
Let me know how you get on!
Nope… this is not a local issue to the user’s network. We have been having issues during the same span - trying to access admin portal via Google Chrome. We had to switch over to Safari. We are using Mac OS. Has Shopify investigated?
Thanks for letting me know. We were experiencing an issue impacting admin logins yesterday that has since been resolved. Admins were not loading properly which generated an error page with the message “Request failed reCAPTCHA validation”. You can read more about this below:
You can follow updates of any current issues via our status page here and ensure you are logged in to view detailed status related to your store.
Are you receiving this error on your end?
I’ve tried this too and still no luck.
I have reached out to our technical team who have suggested a few more troubleshooting steps so we can pinpoint where the issue is stemming from:
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Which numeric version of iOS is your iMac running on? You can locate this from the Apple menu in the corner of your screen, choose About This Mac. You should see the macOS name, such as macOS Big Sur, followed by its version number.
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Correctly attempt to clear DNS cache using these instructions here: - How to clear the DNS cache on your computer
Let me know how you get on!
My iMac is running on OS X El Capitan 10.11.06
I cleared Google Chrome cache no joy, thanks for your support so far. I did notice when in Google Chrome browser it says my website certificate is invalid could this be the cause ?
Thanks for providing me that info!
Currently, the latest macOS version is Big Sur 11.6. I would highly recommend updating to this version if possible as OS X El Capitan 10.11.06 was released to end-users in 2015. Google recommends using a recent operating system to ensure you continue to get the latest Chrome versions and features without any issues.
There are a number of reasons why your website’s SSL certificate might be considered invalid by Google Chrome. Some examples include: Errors during the installation process, your SSL certificate has expired, or your SSL certificate is only valid for the main domain and not the subdomains.
When you access your website via Safari, are you met with any SSL errors via your Domain section of your Shopify Admin, and did you purchase the domain through Shopify or a third party?
I only have the ssl error when using Google Chrome, just to clarify. I thought Shopify stores were provided with ssl certificates ?
Yes, you are correct! An SSL certificate is automatically issued and set up for every Shopify store.
If you are not seeing any SSL errors via your Domain settings, then the issue is isolated to Google Chrome. As I do not have direct access to your account, I just wanted to double-check as SSL errors via the admin can cause your website to be inaccessible to visitors which means we would need to manually provision the certificates from our end.
Did you manage to update your macOS?
My iMac says it’s up to date not sure why, is there another of updating it ?
I have been having the same issue since yesterday 10/4.
I see, depending on which iMac model you have will determine which macOS version you can install as some older models are not compatible with the new updates!
You can see the Mac hardware requirements below:
Just to ensure that your SSL isn’t the root cause of this issue, I suggest getting in contact with our support crew directly and ask for your certificates to be manually provisioned. We’ll need to access your account securely with our live authentication methods in order to do this. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback.
Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
In order to save some time, and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your issue resolved as quickly as possible.
Issue Summary: Unable to access Shopify via Google Chrome, has cleared browser cache & DNS cache, is operating on the latest version of Google Chrome. Currently, iMac is running on OS X El Capitan 10.11.06. Next step: Manually provision certificates via internal and consult with TMS.
I do hope this helps!
Hey @jenn821 ,
Are you also operating on an iMac? Can you confirm if you have completed all of the troubleshooting steps listed throughout this thread? The main step we want to enforce here is clearing your DNS cache which is different from clearing your browser cache.
You can follow the instructions below:
Let me know how you get on!
Thank you for all your help Moira
My pleasure @SimplyRen , don’t hesitate to reach back out if you require any further assistance as you continue to work on your store!
All the best,
Same here and it is so frustrating!
Hey @Jhonleb !
When did this start happening for you? Have you managed to go through all the troubleshooting steps suggested within this thread?
Let me know how you get on,