Solved

Why does checkout freeze on desktop but not on mobile?

andrea_mtrust
Shopify Partner
8 2 13

Hi everyone, first post here and English is not my first language so please forgive me if anything is wrong.

 

I am working on a development store https://mana-prova.myshopify.com/ and I am facing an issue with the testing of the checkout process: everything works fine up to the selection of the shipping type but, when I press the "payment" button, the next page loads with the form where the credit cards information should be inserted greyed out, then the page freezes and ultimately crashes.
This happens  regardless of the desktop browser I use.


The weird thing is that on mobile everything works smoothly, there I can fill out the form and submit the "test payment"

 

I already contacted the Shopify Support and they told me that it might have been because I was using the Bogus Gateway as the  payment provider but that seems not to be the case since the problem persist after switching to Shopify Payments and also because it was already working on mobile

An important note is that everything was  working correctly up to two days ago, then yesterday it suddenly stopped working, no new app installed or major changes in the meanwhile, only a few css edits 

 

screen_payments_greyed_out.png

Accepted Solution (1)

andrea_mtrust
Shopify Partner
8 2 13

This is an accepted solution.

The Support contacted me today, they confirmed that the issue is fixed now

View solution in original post

Replies 10 (10)

Codeka
Shopify Partner
4 0 4

I have the same problem.

Has it been solved in any way?

 

 

 

lucauserdesk
Shopify Partner
1 0 1

Same issue here.
Any updates?

Codeka
Shopify Partner
4 0 4

[UPDATE]

It only works on mobile and in the Chrome device simulator.

 

Codeka_0-1690380714091.png

 

 

 

LoreX_75
Shopify Partner
1 0 0

It doesn't work neither on the desktop (chrome on Mac M1) nor in my mobile (Samsung).

 

reginaldoboeke
Shopify Partner
2 0 0

Same issue here. 🙁
Updates?

andrea_mtrust
Shopify Partner
8 2 13

Unfortunatelly nothing relevant, the support team contacted me again yesterday telling that they are gathering feedbacks from other developers and stores to better investigate the issue.

Mario_
Shopify Partner
8 0 4

Same here, unfortunately.

I have this problem since the beginning of July. I have reported multiple times to the support and they're still investigating.

On Aug 12 I received an update:

 

"Hi Mario,
 
Christa here again from Shopify's Technical Support Team, we truly appreciate your patience on this matter.
 
We'd like to provide an update regarding the ongoing investigation into the issue with the unresponsive payment page at checkout. Our internal team and developers are diligently working on this matter. They're committed to identifying the root cause and implementing a solution as quickly as possible. We'll continue to update you on any progress made. We understand the importance of resolving this issue for the smooth operation of your online store and appreciate your patience during this process.
 
Respectfully,
 
Christa | Shopify Technical Support"

 

In my case neither mobile phones nor chrome mobile simulator works. :((

Mario_
Shopify Partner
8 0 4

Just an update: my shows started working again! 🙂

andrea_mtrust
Shopify Partner
8 2 13

No official update from Support yet, but as Mario said in one of the replies, it seems to be working again

andrea_mtrust
Shopify Partner
8 2 13

This is an accepted solution.

The Support contacted me today, they confirmed that the issue is fixed now