Why does my online store only work on desktop and not on mobile?

Shopify Discussion
1

My online store works fine on desktop but not on Mobile phone - I get an an error message - “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”

Then there a ‘Refresh Page’ button that doesn’t work.

Suggestions??

2

Hi, @Leonie3 !

A very warm welcome to Shopify Community.

I’d be glad to assist you with this today. It is very strange that you can access your website perfectly fine on desktop, but not on your mobile phone. Let’s rule out any possible local issues so we can identify the problem.

  • Try from a different, up-to-date, browser
  • Try from a different network connection
  • If you have access to another device, please test it from there as well

If the issue persists at that point, I’d like to conduct further testing on my end. Please share the following with me:

  1. Store URL
  2. Theme that you are currently using
  3. Which mobile device you are using
  4. If it was previously working, and suddenly stopped - if yes, then any pertinent changes made around this timeline

That will give me a better idea of further troubleshooting steps and help you resolve this.

I look forward to your reply,

3

Hi Oliva

Have tried your initial suggestions with no luck. Answers to your questions:

  1. Store URL - www.southernwild.nz
  2. Theme that you are currently using - Mobilia
  3. Which mobile device you are using - iPhone & Android
  4. If it was previously working, and suddenly stopped - if yes, then any pertinent changes made around this timeline - Not that I’m aware of

Thanks

4

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This is an example of what you are saying right?

5

Yes

1 Like
6

Thanks for the context, @Leonie3 !

I had a deeper look at your store and I was able to replicate this error on my end. This has been persistent on desktop versions of your site as well, which means it’s likely a site-wide issue. Perhaps the reason you can still see it on your desktop is that you are viewing a cached version of your site (when browsers automatically save information for faster loading) or you are previewing through the Admin.

Without further ado, let’s dive into resolving this issue. When looking up public DNS records for your site, I saw there is no CNAME record set-up. There is, however, an A record which is correctly pointing to Shopify’s IP address.

Since you are using a third-party domain registered with 1st Domains, you will need to manually add this record. To speed things up, I found this instructional FAQ page on their site you can follow to set up your CNAME record. Once you are there, the www CNAME record should point to `shops.myshopify.com```.

After that is successfully completed, the domain may take between 24-48 hours to fully propagate. If you run into any issues with this or have further questions, don’t hesitate to connect with our live Support team 24 hours a day. We’d be glad to help.

Warm regards,