Core Issue:
Multiple Shopify store owners report their websites are inaccessible on certain networks (particularly work/corporate WiFi and some home networks using providers like Plume), while working fine on mobile data or other connections. The problem affects both store owners and their customers.
Key Symptoms:
Proposed Solutions:
Current Status:
No definitive solution has been found. Users express frustration that Shopify hasnāt addressed what appears to be systematic blocking by certain network providers. The consensus suggests this stems from network filters or security software categorizing sites incorrectly, requiring individual whitelisting requests rather than a platform-wide fix.
Recently we noticed that our website is not accessible on some networks, ie when we try to load the website whilst connected on work wifi it says that the website is unreachable. But when connecting from phone or home wifi it works fine.
Anyone faced the same issue and found a solution?
Thank you.
Hey @Ana_B
If your website is not accessible on certain networks but works fine on others, it could indicate an issue with network connectivity or configuration. Here are a few steps you can take to troubleshoot and potentially resolve the issue:
Check network settings: Verify that the work Wi-Fi network is functioning correctly and has internet access. Ensure that there are no network restrictions or firewall rules blocking access to your website.
Clear DNS cache: Clearing the DNS cache on the computer or network router can help resolve DNS-related issues. This step forces the device to obtain fresh DNS records for your website. Instructions for clearing the DNS cache vary depending on the operating system and router being used. You can search online for specific instructions for your setup.
Contact network administrator: If youāre experiencing the issue on a corporate or work network, reach out to the network administrator or IT department. They can check for any network restrictions or configurations that might be causing the problem.
Check for IP blocking: Itās possible that your websiteās IP address is being blocked on the work network. In such cases, contacting the network administrator and providing them with your websiteās IP address can help them investigate and potentially resolve the issue.
Test with different devices: Try accessing your website on different devices connected to the work Wi-Fi network. If the issue is limited to specific devices, it could be a configuration or compatibility issue on those devices.
Check domain settings: Ensure that your domain settings are correctly configured and point to the correct IP address or hosting provider. Double-check the DNS records and any domain-related settings in your domain registrar or hosting account.
Monitor server logs: Check your server logs or error logs for any indications of connectivity issues or errors. This can provide insights into any potential server-side issues that might be causing the problem.
If the issue persists and youāre unable to identify the root cause, consider reaching out to your web hosting provider or seeking assistance from a network specialist or IT professional who can help diagnose and resolve the connectivity issue.
If I managed to help you then, donāt forget to Like it and Mark it as Solution!
Best Regards,
Moeed
Hi Moeed,
Thank you for your reply, however suggested solutions donāt seem to be applicable to our situation.
2,3 & 4 - my main concern not just that I cannot access my own website from work, but that my customers have the same issues. I cannot contact their providers to arrange access. The question here is WHY our website would be blocked on some networks.
5 - doesnāt load on different device and work wifi, works on different device and different wifi.
6 & 7 - looks like if this could be an issue website would be not accessible through other networks.
Is there any way to blacklist a websiteā¦ or add it to a specific category (like gambling) that isnāt accessible through some networks.
I have the exact same issue, have you found a solution for this?
Hi @MiloVD
A few things to check if this is the case:
Does it replicate across multiple devices on the SAME internet connection? (Mobile, tablet or other laptops?)
Does it replicate on the same device using a different internet connection? (Mobile data)
When having connection issues do you have a VPN or other advanced firewall/internet security tools active? Any ad-blockers or popup blockers?
If you are very certain it is a specific internet provider then we recommend contacting your ISP for further support and troubleshooting.
Have you ever found a solution to this? Iām having the same issue currently.
Have you ever found a solution to this? Iām having the same issue currently!
I am also having this issue. Shopify should really work on this.
I am having the same problem with my shopify site.
I am having the same issue. This is extremely frustrating. Shopify should be able to know which networks are blocking Shopify sites and reaching out to those networks to unblock them. This is ridiculous.
Yes, it is ridiculous
I am experiencing the same issue with my site. Shopify is refusing to address this is an issue with their servers and Plume (along with other network providers I am sure) is blocking Shopify hosted sites. I donāt understand why Shopify does not contact Plume and get this fixed.
I am having the same problem
I am also experiencing this problem. Iāve had several people from different areas call and ask why they canāt get through to my site. Even at my home I cannot access while on wi-fi using any of my devices, Mac desktop, i-pad, mac laptop, i-phone. As soon as I turn off the wi-fi setting I can access immediately with cellular data with those devices. There has to be issues Shopify knows about regarding this because Iām not a big fish on this platform.
I have a partial solution because I was having the same issue, but I donāt think Shopify can help because the issue isnāt on their endā¦.
Iāve been asking customers to advise what antivirus software is on their work computers. Then I put in a request with that company to mark my domain āsafeā. Tackling it one at a time is helping slowlyā¦
The problem seems to stem in domain settings, and Iāll try to post here again when I figure out more.
This is often from network filters , places like restuarant websites, airport wifi etc use hardware/software with built in lists of either allowed websites only, or blocks specific websites.
That specific case is a non-shopify issue that you have to research externally on getting your website onto or off such lists and understanding why it happens.
