Solved

Why can't I publish or delete reviews on my app?

lemolove
Visitor
2 0 1

Dear Shopify Team,

 
for some reason I cannot publish neither delete the latest review I received. Whenever I click on the review app I get the following message:  
Your browser needs to authenticate Product Reviews
Your browser requires apps like Product Reviews to ask you for access to cookies before Shopify can open it for you.
Continue
 
Would really appreciate your help. It actually worked in the past so I am wondering whats the problem now.
 
Best regards
Lea
Accepted Solution (1)
AcmsShops
Visitor
2 1 4

This is an accepted solution.

Thanks for posting your solution....

I use Firefox and performed the following steps....

 

Firefox:
1. Go to Settings / Privacy & Security
2. Enhanced Tracking Protection is most likely set to "Standard"
3. Change from Standard to Custom
4. Cookies (by default) are set to "Cross-site tracking cookies, and isolate other cross-site cookies"
5. Change that drop down selection to "Cross-site tracking cookies"
6. Hit the "Reload All Tabs" button.

 

All works good now.

View solution in original post

Replies 18 (18)

Imogen
Shopify Staff
1778 202 319

Hey there, @lemolove

 

Thanks for reaching out to the Shopify Community today with your question about Product Reviews! This is a great place to come by anytime you have questions about anything Shopify related. 

 

This is an interesting issue to be running into with the app! I just have a few questions so I can gather some additional information about things: 

 

  • When did you first notice that this was happening?
  • Have you tried deleting/publishing any other reviews? Or, are you able to access the application at all at this time?
  • Have you created a new review yourself?

Based off of the message you provided, it's likely the issue here is browser related, specifically with your cookies and cache. I recommend clearing your cache and cookies and then try to access the application again. 

 

Please give the cookies and cache clear a try, and then get back to me with the result. I'd also greatly appreciate answers to my questions, as well! Hope to hear from you soon!

Imogen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

lemolove
Visitor
2 0 1
Hi there,

it still says:

This problem occured the first time after receiving the last review on January, 15th.

It still keeps saying:

Your browser needs to authenticate Product Reviews
Your browser requires apps like Product Reviews to ask you for access to cookies before Shopify can open it for you.

I am not able to access the app at all and I am afraid if I will delete the app, any reviews which I have received so far, will be gone.

Pls Check again.

Best regards
Lea
Imogen
Shopify Staff
1778 202 319

Hey there, @lemolove! Thanks for following up with me here! I hope you're doing well! 

 

Thanks for providing me with some additional information! I'm very confident in the fact that this issue with the application is a local issue - so device, or internet browser, specific. I've seen other folks encountering this issue as well, and it typically boils down to needing to clear the cache and cookies of the browser you're using, to fix things up. If you have difficulties with doing this, please let me know and I'd be happy to assist you. 

 

If you're wanting to confirm this, you can try logging in to your Shopify store via a different browser, and then trying to access the application. 

 

Feel free to follow up with me here once you've tried the above steps! 

Imogen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

AcmsShops
Visitor
2 1 4

I've been having this problem for about a week now (right after a Firefox Auto Update)....cleared the cache...restarted computer etc.  no success.  Logged into Microsoft Edge and app works fine....so for now I just access the app this way until problem gets solved.  Not comfortable removing and reinstalling app (fear of losing existing reviews).  Hopefully someone will figure out and post solution.

shebythesea
Excursionist
14 0 8

It's not just Firefox, it's Safari too.

Come on Shopify. Admit there's a problem with your app!

shebythesea
Excursionist
14 0 8

I copied a solution that I found, from 2020.

 

On my MacBook, there are the steps I followed:

  1. Safari
  2. Preferences
  3. Privacy
  4. Prevent website cross-tracking (turn this OFF)

So I now have it working on Safari at least!

AcmsShops
Visitor
2 1 4

This is an accepted solution.

Thanks for posting your solution....

I use Firefox and performed the following steps....

 

Firefox:
1. Go to Settings / Privacy & Security
2. Enhanced Tracking Protection is most likely set to "Standard"
3. Change from Standard to Custom
4. Cookies (by default) are set to "Cross-site tracking cookies, and isolate other cross-site cookies"
5. Change that drop down selection to "Cross-site tracking cookies"
6. Hit the "Reload All Tabs" button.

 

All works good now.

shebythesea
Excursionist
14 0 8

Thanks to you too!

I prefer Firefox with Shopify 🙂

Nunules
Shopify Partner
1 0 2

It's the year 2023 and the problem still exists in Firefox.

 

The proposed solution is technically correct but not the most appropriate, especially if we do not want to change Firefox's global security settings.

 

Here is the procedure to follow for Firefox:

  1. Go to "Settings", then "Privacy & Security"
  2. In the "Cookies and Site Data" section, click on "Manage exceptions"
  3. Enter the following URL in the "Address of website" field: "productreviews.shopifyapps.com"
  4. Click "Allow", then "Save changes".
  5. Finally, go back to the error page, click on "Continue" and you're done.
Imogen
Shopify Staff
1778 202 319

Hey there, @Nunules!

 

Just wanted to jump into this thread here and thank you for providing a specific solution for folks that are using FireFox. I hope that users facing this issue who stumble across our thread are able to resolve things using the information you shared.

Imogen | Social Care @ Shopify 
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shopfy-2020
Shopify Partner
74 3 22

I have the same problem and I don't have cookies blocked.

Imogen
Shopify Staff
1778 202 319

Hey there, @AcmsShops and @shebythesea. I hope you're doing well. Thanks for joining in on the conversation here, and providing some steps for users facing issues with Product Reviews using FireFox.

Whenever folks reach out to us with the issue mentioned by the OP, it's nearly always a localized cookies issue with the browser being used. This is further confirmed when users attempt to use another browser and the app loads fine, while it doesn't load at all in others. It's interesting here that both of you were using FireFox, and encountered the same issue. 

When it comes to troubleshooting cookies issues, Shopify Support is unable to see the specific cookies settings that your browser is using, largely because this information is private to you and your device. All browsers have different steps to clear/erase cookies and cache data, and these steps may different depending on the version of the browser being used, leading to some folks being able to easily clear their cache/cookies to resolve this issue, or having to find some extra steps. FireFox appears to be the browser requiring the most extra effort to having the cookies settings cleared and functioning in a way that allows for Product Reviews to work, where as Chrome for example, is quite simple to clear the data for. 


The steps the two of you provided here are incredibly helpful to any users facing this issue while using FireFox to work on their Shopify Stores. We typically recommend Chrome be used, but we know that folks have their preferences. Since these steps worked for you both, I'm going to mark one of your posts as the solution to this question, in hopes that other folks using FireFox that are facing this issue happen upon your responses quickly, and are able to troubleshoot things. 

 

I want to thank you both again for following up here and sharing the steps you took. If you come across any additional issues with Product Reviews, feel free to post them here for us to see. 

Imogen | Social Care @ Shopify 
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shopfy-2020
Shopify Partner
74 3 22

I have the same problem and there are no blocked cookies. I also have issues with Shopify - not the file - turning all SKUs into scientific norms. This started a few weeks ago. These constant tech issues in Shopify is really frustrating and causes so many delays, and is costly. I can't even run ads until the SKU issue is resolved and Shopify has remained numb on it.

Imogen
Shopify Staff
1778 202 319

Hi there, @shopfy-2020. Thank you for taking the time to follow up on this thread with us.

Have you taken the time to follow the steps outlined via the accepted solution? If you have, and are still encountering issues, can you share with me a screenshot of the error you're having? Are you able to load the Product Reviews App at all?

 

For your secondary concern regarding your SKUs, I recommend that you create another post within the Shopify Community independent of this comment. This will allow you to get more eyes on your concern, from other business owners, Shopify Partners, and Shopify staff like myself. It would be a shame to to troubleshoot together and have the solution hidden away here in an unrelated thread.

Imogen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

OuraScents
Visitor
1 0 0

Hi Lea!


Were you able to get this working eventually? I'm having the same issue now and so confused about what to do. Don't want to lose the reviews I already have.

LKDG
Visitor
1 0 1

I too am having this issue, I've already cleared my cache with no luck. Any other suggestions?

ALPHAUNLEASHED
Visitor
1 0 0

I use Safari and I’m having this same issue.  I’ve cleared all CACHE and COOKIES, and I’m still experiencing the same issue.  I cannot for the life of me figure this out.  

Imogen
Shopify Staff
1778 202 319

Hey there, @ALPHAUNLEASHED. Thanks for following up on this thread, and letting us know that you're still experiencing issues with this cookies error.

 

In a previous post, someone outlined the steps that they used while working on Safari. Give these a try, and let me know how it goes:

 

  1. Safari
  2. Preferences
  3. Privacy
  4. Prevent website cross-tracking (turn this OFF)

Additionally, try using a private viewing browser in Safari to see if this allows you to open the app without issue.

 

Let me know if you have any continued struggles. I'll keep my eyes open for your reply.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog