Troubleshooting problems with your store

If you’ve arrived here, the chances are that something isn’t working in the way you’d expect or something is breaking your store.

Occasionally the cause of this can be an error (called a bug) in the theme, but nine times out of ten, it’s caused by something outside of the theme’s control.

Below we list methods to help you resolve any issues you may be experiencing.

Once installed, our themes never auto-update or change over time. If something goes wrong with your store and it was previously working correctly, an external factor will be the cause of the problem, not the original theme.

Apps

Apps can cause problems in a theme, as they occasionally take control of the original theme code, sometimes automatically. Themes are increasingly more complex, so adding any third-party code to a theme can conflict with its existing files, and quickly result in errors.

Try the following methods:

  1. If a problem has surfaced recently, and you’ve also added an app which coincides with this issue occurring, try removing that most recent app. It’s critical you follow the app developer’s uninstall guide, because often code is left behind in the theme, even if the app is deleted from your admin area. If you are in any doubt, contact the app developer directly for assistance. You can find the app developer’s details here: Shopify Admin > Apps > then choose “Get Support” next to the appropriate app.
  2. Remove all unwanted or unused apps. Again, it’s critical you follow the app developer’s uninstall guide to properly remove all code from your theme’s files.
  3. Look for any apps that might clearly be related to the issue – for example, if you have an app that manages products/collections and your issue is with the product or collection pages, try removing that app, or contact the app developer for assistance.
  4. If you have a previous installation (duplicate) of the theme, before apps or custom code were added, you could preview this version, to see if the problem still exists.
If deleting an app resolves the issue, and you still wish to use the app, please contact the app developer for assistance. If the app developer has any questions about our theme code, they can get in touch with us directly through our contact page and we’ll do our best to help!

Rollback code changes

Most template files can be reverted to older versions, including the original template code. Any templates that have had code alterations are shown with a small ‘dot’ next to the filename.

Try the following methods:

  1. If you (or your developer) have made changes to any original template code and you are experiencing issues with your store, we’d suggest rolling the file/s back to a previous working state: https://help.shopify.com/en/manual/online-store/themes/extend/theme-code
  2.  If you duplicated your theme (https://help.shopify.com/manual/using-themes/managing-themes/duplicating-themes) before making changes, try previewing the duplicate to see if the issue exists there. If the duplicate is working without any problems, you can use this other version instead.

Fresh theme install

Installing a fresh copy of your theme from the theme store will be 100% free of any coding alterations.

  1. To install a fresh version of your theme, firstly, make sure you are logged into your Shopify admin account.
  2. Go to https://themes.shopify.com, find your theme and download. The fresh version of your theme will automatically install separately as unpublished / not live and it won’t affect your current live store.
  3. Preview this unpublished theme to see if the error is still present.
  4. If the issue is not present on this fresh copy of your theme, the next step would be to isolate things further on your live store by uninstalling your apps one by one, starting with the most recently installed first to see if this isolates the issue. At this point, follow our steps above mentioned under “Apps”.
  5. If you are still able to replicate the issue in the fresh version of your theme, let us know, describing the issue fully, with screenshots, plus a preview link to the newly downloaded, clean version of the theme. This Shopify article explains how to share a preview link: https://help.shopify.com/en/manual/online-store/themes/adding-themes#share-a-theme-preview-with-others

Custom development

If you have previously hired a developer to make changes to your theme and you are now experiencing issues, you will need to get in touch with that developer. We’re not able to assist with any third-party code changes to our themes, and your developer will know exactly what they’ve changed, so should be able to fix things for you.

Remember, if you have made changes to any code and get stuck, you will need to hire a developer for assistance, we’re not able to help with third-party code changes.

You can try our preferred partner TaskHusky
or the Shopify developer community