Issues On Mobile Homepage Only Seen On iPhone not Android

Hi,

I’m currently facing an issue on my website that occurred several hours ago. The issue seems to be only visible when viewing it from my iPhone. When the developer is viewing the mobile homepage on his Android phone, he told me that everything appeared fine. He edited some texts on the mobile homepage Gift Card banner prior to me noticing the problem. Yes, he also did other small edits on the homepage as well, like editing the texts in The Arrivals title from its previous name. Doing something that small created some issues on the website as well, where everything below the The Arrivals section went blank. And this visibility issue was also something only seen through an iPhone not an Android phone. It took several hours for us to solve the problem and the issue was eventually fixed. Because a couple of months ago I experienced the same issues. Back then it had something to do with the title in one of the homepage sections, and this time it also had something to do with another homepage title that was edited. The developer had to recreated the title over then the problem was fixed. However, this may be unrelated and just a coincidence, but the Gift Card banner started showing double images of the gift card, when it was originally only one card image on the banner. We can’t seem to figure this one out though, so I would like some help from you to help figure things out. See website link below. Awaiting your reply. Thanks.

Hello,

We have just tested your home page and it has no problems on mobile devices including iPhone. Here is a screenshot https://gyazo.com/d993f4df6fc47c794639e25d06e166e3

Kind Regards

Hi,

I don’t know why when I tell you I’m experiencing things on my website, you’re not seeing the same things. This is not one of those things that goes away then comes back at random. The problem has been consistent with the double image of the gift card on the banner ever since the developer got the mobile homepage to start showing the images again, after it was blank except for the homepage main slider on top that was only seen when I viewed the mobile homepage through my iPhone.

I don’t know if whether or not you’re using a developer’s tool to view the website, because I know that sometimes whenever developers used those tools to view a website, it doesn’t always accurately show what is currently happening at the present time, especially when there’s an error. Or maybe it has something to do with Apple devices. Please see the screenshot below that I just took a few minutes ago. I even circled the time on top. I’m in New York, United States and it reflects that time.

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This message is a continuation of my last message above. It also appears to me know after looking at your own screenshot again that you said was from an iPhone, that if I’m seeing the Shop Now button below the gift card image & even the rest of the banner below it, that the top of the banner where the other extra double image of the gift card would be is cut off on top. If I was to take a screenshot of the exact parts you included in your screenshot, the top part with the double gift card image wouldn’t be seen either. Please take a screenshot of the top part of the gift card banner on mobile view next time, not where the Shop Now button is or even the extra space below it. Either way, I know what I’m seeing on my website mobile using my iPhone so that’s all that matters. I’m not making up lies.

Hello,

We test it with a real device iPhone 12 pro. We don’t use browser resize for this. We have also tested it on a few other devices and don’t see the problem. Here is a screenshot https://gyazo.com/2a468f039ea19f4ccbd8381943d883e8

Kind Regards

Hi,

I have an older iPhone version, iPhone 8, so maybe the issue could be with that version and not in all iPhone versions, especially the newer ones. Besides your iPhone 12 Pro, what other named devices did you used to check the mobile homepage?

Hi,

I think I may have figured out why you’re not seeing the same issues that I’m seeing on the gift card banner. I just decided to sign into the website on my phone through the Incognito browser, and I didn’t see the error, everything looked fine. So, I guess I was seeing the error because I used the Safari browser to view the website, which I tend to use most of the times. Please try to sign into the mobile homepage on the Safari browser to see if you’ll see the same error.

I’m not sure, but could this also be the reason why whenever I experienced other issues on the website, you don’t see them. In this case what could be done to sort this Safari browser issue out? Lots of people use their phones to shop online nowadays, and also use Safari as their browser. Please see mobile image below that I took of the gift card banner using the Incognito browser, where everything looked normal.

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Hello,

If the result is different in the incognito tab then the problem is with the cache on your website. Try to clear or temporarily uninstall all cache plugins and test how it works.

Kind Regards

Hi,

When I was first having issues with the website image loading problems on the category pages that I told you about before, I had the hosting company turned it off off the cache, because my developer assumed it was a cache related issue, and he wanted me to clear the cache every time I uploaded a new product photo, because that’s when I first started to noticing that only a few product images were seen on a category page, when in fact there were lots more product images set for that category page. I founded it very annoying having to clear the cache every time after a new upload, so I had it turned off. And even though it was turned off through the hosting, the developer & I would still press the clear cache button anyway, just in case. And that was done yesterday, but I still say the problem.

By the way, could just not clearing the cache created such error, because I thought the cache had more to do with seeing or not seeing new updates, could there also be another underline reason for the error? Like I explained previous, the developer said all he did to the Gift Card banner was edit the size of the texts (message) that’s seen above the Shop Now button on the mobile. Then he also did some other edits to the tablet’s Gift Card banner as well, but the tablet version is fine.

Hello,

We have tried to test your website in the incognito tab but it is not possible to do this without being logged in as admin. We see the following screen https://gyazo.com/29c143107768d7efea0ebbe9edb870c9
Could you please clarify how do you test your website in the incognito tab?
As for the cache plugin, we see that it is currently activated. Please, deactivate it temporarily so we can test without it.

Kind Regards

Yes, that’s how I viewed the website through incognito, I used the admin. I gave you my login information before, so I thought you still had it. But anyway, I’ll just disable the Coming Soon page so you could quickly check the website so you don’t have to log in. If you still need the login information, please let me know.

Also, you said you wanted to test the site through Incognito, but you will only see every looking normal, just like when you did yesterday then said everything looked fine. It’s actually the Safari that you probably should be viewing the mobile homepage through, because that’s what I was using to view the website when I kept seeing the same error with the Gift Card banner.

Hello,

We have tested this with a few real devices and also used Browserstack to test with different iPhone devices. Here are all the screenshots. We don’t know what else should we do to see the problem.

12 Pro https://prnt.sc/1in3k0n
12 https://prnt.sc/1in36sv
11 https://prnt.sc/1in59hz
XS https://prnt.sc/1in5upf
X https://prnt.sc/1in4ciy
8 https://prnt.sc/1in43x1
6S https://prnt.sc/1in4r9n

Kind Regards

Hi, are you the same person I was last chatting with the last few time about this matter? Because I thought you said you were going to test the website out through Incognito, then I suggested that you test it out through Safari, since that’s what I was using to view the site through mobile view when I kept seeing the error.

I also thought after I figured out that Safari was where the issues were seen, and not other browsers, and that you also used an iPhone to view the site and didn’t see the error, that you understood that iPhone most likely wasn’t the issue, but probably the theme or something else may not be fully communicating well with Safari. One of the last messages I received from you after telling you about Safari, you said that if the results are different in the Incognito tab, then the problem is with the website cache. Now your last message is about you testing out the website with different iPhone versions, as well as another tool. Did you checked the site out through Safari yet?

Hello,

Of course, we tested this in Safari. And safari browser can be used together with iPhone only. We also tested both incognito and not incognito tabs and the results are always the same. We’ve never seen the problem with the double image that you show on your screenshot.

Kind REgards

Ok, then it may be a cache issue. I spoke to someone from my hosting company SiteGround some hours ago after you first mentioned that I should try to clear or temporarily uninstall all cache plugins and test how it works. The developer always told me that the option to disable it through the SiteGround plugin was not there. That’s why I told SiteGround to turn it off through their end. I will have a meeting with the developer in a few hours, so I will forward over the the instructions the hosting company gave me turn it off through their plugin on the backend if it’s still on. And if it is turned off from the backend and there are no other caching plugins, apart from the Optimizer (SiteGround plugin), it would mean the problem with the appearance is not related to the cache.

I was also told that the issue might have happen if the website is using WebP copies of the images for example ( there are some browsers such as Safari that do not yet support WebP). I then told the rep that I was using Smush plugin to compress and optimize the images on the site, but I disabled it recently. Then rep stated that even if I disabled the plugin (Smush), that usually when the images were compressed, even if the plugin is no longer active the images are loading from the compressed format.

Hi, I would just like to let you know that I sorted out the issue I was having, seeing the gift card error on my phone, and why you were not able too see it on your end. The developer advised me to clear the cache on my phone, so I did and it worked. I wish I knew that or was told that a little sooner. But anyway, thanks for trying to help. I appreciate the time and efforts you put in, trying to help me figure things out. Thanks.

Hello,

No problem. We are glad that you sorted it out. Feel free to contact us if you have any further questions.

Kind Regards

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