Why are some users unable to access my secure ecommerce website?

[Louise27]

Hello, 
Can you please help?

Some of my friends/family are struggling to access my website. They are receiving messages like 'could not establish a secure connection' and that I am using an unsupported protocol. I have done everything Shopify have asked me to and even contacted my Domain provider but still the issue is happening. Does anyone know why some people are unable to access my website?? It is a secure site on Shopify selling clothing and it launches next week so this is a bit of an emergency as i can't have customers not being able to access the store OR have to ask them all to turn off their anti virus

[Elias]

Hello, @Louise27.

Thank you for bringing this to our attention.

I understand that your friends and family members are unable to access your website, and they're receiving an error message about not being able to establish a secure connection. If you've just connected a third-party domain to Shopify, then this could be a common issue as the domains can take up to 48 hours to complete the setup. The error message about the secured connection or unsupported protocol is due to the Secure Sockets Layer (SSL) not being set up yet. Once the SSL is fully setup, the issue should be able to resolve itself. Alternatively, if the issue is only affecting a handful of people, then you can also ask these individuals to try clearing their browser's cookies and caches. 

Just to confirm, are your friends or family members still unable to access your website? If so, can you share your store URL so we can take a closer look?

[Louise27]

Hello 

Yes they are still unable to access it. My website is www.whitepepperapparel.com 

Thank you! I am due to launch on Monday so any help is SO appreciated

thanks,

Louise 

[Elias]

Hello, @Louise27.

Thank you for following up and sharing the store URL!

I've taken a look at your store (whitepepperapparel.com) and I didn't have any luck replicating this issue. I was able to access your store and view the storefront password page. I've also checked your domain using a free domain tool, called WHO.IS, and I didn't see anything wrong with your DNS records. 

If the issue is persisting for your friends or family, then it looks like we'll need to gather more information - such as specific error messages and information about the devices and browsers that they're using. It's also possible the issue is related to their network or VPN, or browser settings (eg. third-party cookies and browser tracking or privacy). Do you know which devices and browsers the affected individuals are using? If clearing the caches and cookies didn't resolve the issue, then can you have them try resetting the browser settings to default? 

[BertieandBellas]

Hi Elias,

I am having the same issue. I have updated the CNAME, AAA & A names and waited 48 hours. The website was previously working so it appears to be the change into my name (of both the Shopify account and domains) that has triggered the issue.

Hoping you can help!

Thanks

[Elias]

Hi, @BertieandBellas.

Thank you for joining the thread. 

We're not sure what your store's URL is as we're unable to access merchant accounts via the Shopify Community. However, you can use a public domain tool, like WHO.IS, to check whether the Shopify records are populating correctly and that there aren't any conflicting records. Should you continue to experience these issues, then we'd recommend getting in touch with your domain provider for further assistance. If your custom domain was purchased from Shopify, then you can get in touch with us through live chats on the Shopify Help Center.

If you have any other questions on this topic, then don't hesitate to let us know.