MY STORE DOESN'T LOAD TO SOME CUSTOMERS (WORKS GOOD ON MY END)

[Agostino1]

Hi,

I recently had my store optimized by a freelancer. Since then I received 2 emails from my customer saying they can't access my store as it's not loading. The website works well on my end but, it does load and it does quite fast.

Does anyone have any idea what could cause some users to have the store not loading on their devices? 

Many thanks, everyone

[MarinaPetrovic]

Hi @Agostino1 , please share url. 🙂

[Agostino1]

Deterdraft - Eco-friendly Home Cleaning & Personal Care products

[MarinaPetrovic]

Hi @Agostino1 , it looks like your analytics are not setup the right way - facebook pixel. So I'd recommend that you take a look at that. That could affect your loading performance and speed score. 
Also, please optimize your images, since that's also a problem.

[MerceWeb]

Hi @Agostino1 Do you have any additional information from the 2 customers who can't access your store? Are they using mobile devices? Are they accessing it from the same/a similar location?

[Agostino1]

yes they are using a phone. And no, apparently one is from north of england and anoher from London. So not really close. They are still experiencing the same issue. One of hem cannot open the website and another one can enter but is not loading.

Also I found an error on google search console, " Server error (5xx)" could this be anywhere related to the issue experincing?

[MerceWeb]

The server error could be related, but upon checking your website it seems to be running just fine for me, just like your experience. If it is only 2 customers reporting this issue, I wouldn't be too worried, as it could be their internet connection or browser issues on their end.

You can ask them whether they are experiencing the same issues when loading other E-comm stores (e.g. Amazon, eBay, etc), or (if this isn't the issue) ask them to clear their caches and try to load your store again.

[Agostino1]

the thing is that another customer contacting me yesterday with the same issue. they say my website is the only site that they have issue to access. What it worries me is that maybe there are few more people having the same issue but not everyone will tell me. They have also tried on other devises but it seems to still have the issue

[MerceWeb]

Is this other customer also located in the UK? Are they accessing this via a 3/4G connection, or via a WiFi connection? There are quite a number of things you could check before confirming the level of impact here.

If they are willing, I would ask for them to do a screen recording on their desktop Chrome browser of them accessing the site (maybe offer them a small discount?). Before they start the recording, they should click Options > More Tools > Developer Tools  and then click on the Console tab to view what is happening when the page loads. If you can share that video clip, we'd have some more insight into the issue. 

[Agostino1]

Yes they are all located in the uk as I only sell in the UK. They are not so tech savvy. They can’t and won’t do it. Getting these customers purchase is already hard, now imagine if they have all this issues.

[MerceWeb]

Totally understand. Do you have any analytics on your number of daily visitors? What did the freelancer you worked with say? 

[Agostino1]

basically he had to worok on speed optimation. The code seems okey as I had it checked by 2 professionals. So really unsure why it happens.

[MerceWeb]

Agreed. The website seems optimised (based on online performance
measurement tools), so my guess is the issue is stemming from the
customers' side. Without actually looking at your hosting server setup,
analytics, or the website backend, it's quite difficult to find the exact
root cause.

[Cedcommerce]

Hello @Agostino1, 

It seems that the lazy loading code added by your freelancer is not working properly on every platform. You should try fixing the code and implementing other speed boost techniques for your web store.

You can also connect with our developer at your convenience and we will have a close look into your issue and will suggest accordingly.

Feel free to connect with us at: https://calendly.com/scale-business-with-cedcommerce/scale_your_offline_to_online_business?month=202...

Regards, 

CedCommerce