Why can't customers reach the checkout page on my website?

[PrintingStudio]

Hi Shopify Community -

I was notified by a customer today that they are unable to checkout. I'm not sure when the issue started because I've had the site running for about a year without this issue. But I've tried it and sure enough, I can place items into the Shopping Cart but when clicking the Checkout Button nothing happens. A progress image pops up and just continually runs.

Not sure where to begin to sort this out, suggestions are appreciated. Thank you! 

https://theprintingstudio.myshopify.com

[Ollie]

Hey @PrintingStudio.

Thanks for reaching out.

I appreciate that you have added screenshots and included your online store URL. Could you let us know which theme you are using? As this context will determine the next steps to troubleshooting. If you are unsure about which theme is live on your store, you can navigate to the Theme Editor and select the three dots that are located towards the top left. I took a screenshot from my test store to show you the section I am referring to:

Looking forward to your response.

[PrintingStudio]

Hi there Ollie -

Looks like Galleria 2.4.1.

[Ollie]

Hey @PrintingStudio.

Thanks for the quick reply and screenshot.

It looks like you are using the Galleria theme which is designed and supported by Mile High Themes. Since this theme was not created by Shopify, we are a bit unfamiliar with the style of coding that is used. It would be best to reach out directly to the developers of this theme and make them aware of the issue that you are experiencing. They should be able to provide you with additional support to this matter.

I did come across their Contact Us page and wanted to provide it to you.

Let me know if you have any additional questions.

[PrintingStudio]

Thanks for that Ollie. I have submitted a support request. Their support page made mention of a new "Dynamic Checkout" feature from the Product Page. So I enabled that to see if I could get a different result. I did and the Checkout button appears on the Product page and will take me to Checkout but I still have the original issue of not being able to Checkout from the Cart and I'll try to resolve with Mile High.

[PaulNewton · Accepted solution]

If you have an app that generates products, or theme files/designs, such as a product personalization app or landing page builder, that would be the first suspects to look for when a checkout chokes like this in the way your screenshot and website shows.

The second suspect would normally be adblock but that doesn't seem to the case.

Checking the console there's a bunch of website errors, including several for omega themes and a proxy app endpoint, and one for what looks like a custom textContent.

If your recently uninstalled/installed an app you may need to undo that and or rollback your theme.

Contact me at [email protected] if you need all this debugged and untangled.

[PrintingStudio]

Thanks Paul, I see the errors you mentioned and I do have an App from Omega to manage Qty Price breaks. So, I've reached out the the Theme builder to see if they can assist. If not, I have your email and will take you up on the offer.

Vic

[PrintingStudio]

Hi Paul, I sent you an email.

Vic