Why are product photos not displaying on my website?

Why are product photos not displaying on my website?

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hello, we have been receiving dozens of complaints for a few months that the end users (customers) do not open the product photos (blank picture) when they visit the site, and they cannot shop because they cannot see the images. Normally, we know that shopify sets the optimization itself. We also purchased an image compression program (crush.pics) with an additional fee and with this program we optimize images for compression and SEO.
but the complaints still continue. Does anyone have any ideas about this or encountered it?


customer's complaints in the picture (after the site products are listed like this (no pictures) I tried separately with wifi and 4G

Replies 3 (3)

Shopify Partner
578 115 192



Could you provide a link to your store and we can look into this for you 🙂


Woody, 29, Stafford, UK | If I helped you out, mark it as the solution and drop me a thumbs up! | This is just a hobby for me, not my full-time job, so tips are greatly appreciated! paypal.me/woodybruh | Developer for AimShop.com | Owner of WoodyDevelopments | Try the best Shopify page builder
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Shopify Staff
2275 154 262

Hi, @Grafmedya.


Thanks for sharing your question with the Shopify Community!


I'm sorry to hear that your customers are experiencing issues when trying to open product photos on your website. I understand this can greatly affect the customer's online shopping experience but rest assured I'll do my best to help identify what is causing the issue.


While navigating to your website on a Google chrome desktop, I was not able to replicate the error of the product images appearing blank. However, when browsing on a mobile iOS 15.5 device, I was able to replicate the error of product images appearing blank. Once I clicked on the blank image, I was then able to see the product photo.


In order to have a bit more context, could you advise on the following:


  • What theme are you using?
  • Have any changes been made to your theme.code or any new apps recently installed?
  • Did the issue occur before the image compression program?


I look forward to hearing back!

Victoria | Shopify 
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