Why am I seeing a checkout page error on my website?

Technical Q&A

Topic summary

A user encountered a “Failed to load the page” error when accessing the checkout page in the theme editor. The error message indicated the page was either redirecting to an unsupported URL or failed to load due to compatibility issues.

Diagnosis & Solution:

  • The issue was identified as an SSL problem related to incorrect DNS settings
  • The user needed to update their A Record from 23.227.38.32 to 23.227.38.65
  • Only one CNAME record should exist, pointing www to shops.myshopify.com
  • AAAA records should be removed if present
  • DNSSEC should be disabled if enabled

Resolution Status:
After the user corrected their A Record, a support team member confirmed the DNS settings appeared correct on their end. However, since the error persisted across different themes, the user was directed to create a support request through the Help Center for deeper investigation requiring account-specific access.

A later participant reported experiencing the same issue, suggesting this may be a recurring problem for new store owners configuring their domains.

Summarized with AI on November 15. AI used: claude-sonnet-4-5-20250929.
1

When I try to view the checkout page while I’m setting up my site, I keep getting an error that says:

Failed to load the page

This page is not compatible with the editor due to one of the following issues:

  • Page is redirecting to an unsupported URL
  • Page failed to load due to an error

And then I can do nothing else. It gives me the option to fix the code but that is WAY beyond my capacity.

1 Like
2

Hi there,

Are you using an app that applies custom code to your checkout process? If yes, you should consider contacting their customer support.

Please share your website link so I or other community member can look into this.

Also, it would be relevant if you can provide the details about the code fix.

Cheers!

3

Hello, @Breean .

Welcome to the Shopify Community! Thanks for sharing your question here and we hope you’re enjoying the platform so far.

The error message you’ve shared comes up when trying to access the checkout page from the drop-down menu in the theme editor. This error usually occurs if the SSL on the primary domain has failed.

In order to resolve this, could you double-check your DNS settings within your third-party domain provider account? You’ll want to ensure the following:

  • Verify that your A Record is 23.227.38.65
  • Confirm that your CNAME Record is shops.myshopify.com
  • If you’re using an AAAA record, you’ll need to remove this.
  • If you have DNSSEC enabled for your domain, then disable it.

For more information, check out our resource on enabling secure connections to your Shopify store.

It looks as though you might still be getting set up on the platform. I’d be happy to share with you some getting-started resources to make the onboarding process a smooth one.

Resources:

Feel free to plug in any other questions you may have here. Looking forward to hearing back.

4

Thank you so much for your help, I fixed my A Record from 23.227.38.32 to
the one you provided. I do have 3 CNAME’s listed, one of which is
quietedminds.shopify.com but the other 2 have different information. Do I
delete these or leave them as is? There is no AAAA record or DNSSEC in the
DNS management list through GoDaddy.com. I’m not sure if these are
something else? I’m very new at this so I’m not totally sure what all of
this means.

5

Thanks for your reply, @Breean .

Yes, to confirm your A Record should be 23.227.38.65. You can only have 1 CNAME record. You’ll need to point the CNAME record with the name www to shops.myshopify.com. We have more information on what your DNS records should look like in our help center resource.

If you’d like our team to take a look at what DNS settings are listed, please share your domain in this thread.

6

if you could take a look at the DNS and settings for me I would appreciate
it. Even when I try a different theme I am still getting the same error
message.

https://quietedminds.myshopify.com/admin/themes/135869137124/editor

7

Thanks for sharing that information, @Breean .

On my end, I checked your custom domain records for quietedminds.com. The domain points to Shopify and there are no messages indicating there’s an error with your DNS settings.

If you’re still seeing the error message in the theme editor when trying to access the checkout, could you please create a support request via the Shopify Help Center? There may be additional information our team will need to look into. Through our community forums, we are unable to access account-specific data. However, I can confirm there are no longer any issues with your domain DNS settings.

8

Hi I know this was a while ago but did you fix this issue as I’m having the same problem now?
Many thanks

9

Hi, @maxine_xx .

Welcome to the Community, and thanks for joining the thread.

Could you please share a bit more information on the following:

  • A screenshot of the specific error message you’re seeing.
  • What steps did you take prior to receiving this error message.