Hello, I’m trying to customize the theme to my website. And when I’m trying to edit, it keeps freezing and a video that’s saved on my phone keeps popping up. I deleted the app and re downloaded it multiple times, tried editing off the app and on my laptop. But it’s not working. Even denied access to my photos so that i can edit first and then add picture after. But it’s still freezing and the video keeps popping up. PLEASE HELP!
Topic summary
A user experiences persistent freezing when editing their Shopify theme, with an unrelated video from their phone unexpectedly appearing during the process. The issue occurs across multiple devices (phone app and laptop) and persists even after reinstalling the app and denying photo access.
Troubleshooting attempts:
- Deleting and reinstalling the app
- Editing from different devices
- Denying photo/media access
- Testing in incognito mode
- Clearing browser cache
- Rolling back to earlier theme versions
None of these solutions resolved the freezing problem. The user is working with Shopify’s “Minimal” theme and needs to update their site with new products, making this issue particularly urgent.
Current status:
Shopify support escalated the case to developers for account-specific investigation. Another user reported experiencing similar freezing issues for 3 years when moving blocks in sections, particularly during large edits that cannot be saved incrementally.
Workaround discovered:
Using browser “Inspect Element” mode (right-click > Inspect) allows saving changes despite the freeze, providing a temporary solution while the underlying issue remains unresolved.
Hi, @Friendtasia ,
Hank here from Shopify.
What is the error message you see when trying to edit? Depending on what this is, may mean a number of different things that are causing this, so I will list some suggestions below and will work with you to get the answer.
Firstly, what theme are you using, and do you know who supports this? If you are unsure of how to locate this, you can do so as per this guide.
Secondly, if any changes had been made to the theme code, this may be why you are seeing some errors. But you can roll back to an earlier version of your theme (Online Store > Themes > Actions > Edit c****ode), which may offer a solution to the error.
Or it could be a localized issue. Can you try opening your admin using incognito mode to see if this works? If it does, then can you try clearing your cache and repeating the action?
These are just some suggestions to try and resolve this issue, but let me know how you get on, and we can continue to locate what the issue might be.
All the best,
Hank
Hey hank!
so it’s not a error message, when I’m trying to “add a section” or edit a section in my theme. It keeps freezing. And then a video that is saved on my phone Kees popping up which is extremely weird .
Do you suggest i change the theme?
Thank you for the additional context.
You could change your theme, but I would recommend doing some of the steps I shared just to rule out some things.
There may be no need to change your theme for instance.
Hey hank!
so i tried all options and it’s still freezing. I think it’s a glitch on my end. Is there more support i can get to get this fixed?
It may be hard for me to see what the issue might be if it is only occurring on your end.
But what I would recommend doing is reaching out to your theme developer for further assistance.
If this is a third-party theme, you will need to reach out to your theme developer to get them to make these changes for you as this would not be supported by Shopify. However, if it is a Shopify theme, let me know and I can follow up with our developers for you.
Hey, It’s a Shopify “Minimal” theme. And yes I’ll greatly appreciate I have to update my site w new product. And this is issue is backing me up
So thank you! Thank you! Thank you!
Thank you for confirming.
As this is account specific, I will just need to verify your account. I will send you an email to the email address attached to this forum’s account and confirm some security questions about your store. And if you are on a paid plan, I can query this with the developers if I can see an issue.
Once you reply to that email, I will look into this further for you.
I have the exact same issue. We have a custom theme, and it’s only when I am moving blocks in sections, instead of a little arrow, it changes to a little hand, as if it’s picking up the section. Then freezes, cannot save or do anything esle.
This has been an issue for me for 3 years now, frustrating yes, but at this point, when doing HUGE edits to live pages, in which you cannot save as you go along, it has become the biggest time waster in my work hours.
Please, please fix this with section blocks…
THE ONLY work around I have found (thank goodness, no way was I redoing 7 hours worth of work… again..) IS INSPECT!
So friendtasia- right click and INSPECT ELEMENT, once it was in this mode, I was able to save! --wipes tear of joy–