How do I troubleshoot connection issues or errors with EasyRoutes?

Are you experiencing issues with loading EasyRoutes? Are you experiencing errors loading your EasyRoutes app?

Note: To see if your error or connection issue is a system-wide issue, check our Status page.

Please review the following troubleshooting steps and take a screenshot of what you're experiencing for submitting a support request.

Troubleshooting Steps:

  • Do you see an EasyRoutes-specific error message? If you see a connection error or see a specific EasyRoutes error message in your browser's error page, then it's possible the issue is related to EasyRoutes, or your account itself. If these issues do not resolve when you refresh your browser or your session with Shopify, please take a screenshot and send a support request.
  • Do you see an error message or issue related to authentication with your Shopify account?
    • Refresh your browser or app's Shopify Admin and EasyRoutes App - it's possible that your session may have expired after a period of inactivity before attempting to use EasyRoutes again (e.g. you closed and opened your laptop after a long period, and EasyRoutes was not able to reconnect automatically)
    • Log out and log back into your Shopify Admin - it's possible that there are session issues that will be resolved once you log back into to your Shopify admin
  • Do you see a browser-based error? (e.g. there is a connection or networking issue from your device or internet connection)
    • Load EasyRoutes on a different web browser on your device - it's possible that you have browser specific issues that is preventing EasyRoutes from loading (e.g. browser apps/blockers)
    • Load EasyRoutes from a different device (e.g. load EasyRoutes from your mobile device on a different connection) - it's possible that you have device specific issues that is preventing EasyRoutes from loading
    • Load EasyRoutes from a different internet connection (e.g. load EasyRoutes from your mobile device on a different connection) - are you able to load EasyRoutes from a different internet connection? If EasyRoutes has been working regularly, it's possible that your internet connection may be experiencing temporary issues with cloud services like the one that is hosting EasyRoutes. If this is the case, then there are possible steps to remedy this that are related to support from your internet connection provider. Since the source of the issue may be related to that connection itself, we may not be able to directly remedy this issue if it's a temporary outage, but please submit a support request with this relevant information to our team for further review. 
  • Do you still experience an issue after loading EasyRoutes on multiple devices and connections? In this scenario, please submit a support request and share the troubleshooting steps that you've performed.
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