Troubleshooting Your Admin Panel Loading and Performance Issues

This guide provides troubleshooting steps to help resolve network issues you may encounter while using the SHOPLINE Admin Panel. If you experience slow page loading, network errors, or unexpected system interruptions, follow the steps below to diagnose and resolve these issues.

Checking Your Network Status in the Admin

To verify if the issue is with your internet connection, check the network status within the SHOPLINE Admin.

1. In your SHOPLINE admin panel, click the network icon in the top-right corner.
   

   Tip: You can also access the diagnostic page directly via [your-store-handle].myshopline.com/admin/website/network.

2. In the Network information section, review the color-coded performance indicators:
   
   • All indicators Green: Your network connection is functioning correctly.
   • Yellow or Red: There are potential network performance issues that may cause slow loading or interruptions.

If you encounter any anomalies, try checking your VPN, switching networks, or contacting support via the chat box in the bottom-right corner.

Configuring VPN and DNS Settings

VPN-related configurations or DNS resolution issues are common causes of network instability. If you suspect your network is underperforming, follow the steps below to adjust your settings:

Checking VPN Status

VPN-related issues are a frequent cause of access problems within the admin panel.

1. Disable your VPN: Turn off your VPN proxy entirely and refresh the SHOPLINE admin panel to see if the loading speed improves.
2. Switch Providers: If your business environment requires a VPN, try switching to a different provider or a different server line to bypass local network congestion.

Configuring System DNS Settings

If network problems persist, manually adjusting your DNS settings to a global public DNS (such as Google DNS) can often resolve resolution errors. Please follow the steps below based on your operating system:

Windows

1. Go to Control Panel > Network and Internet > Network and Sharing Center.
2. Click Change adapter settings in the left pane. Right-click your active network connection and select Properties.
3. Locate and double-click Internet Protocol Version 4 (TCP/IPv4).
4. Select Use the following DNS server addresses and enter:
   • Preferred DNS server: 8.8.8.8
   • Alternate DNS server: 8.8.4.4
5. Click OK to save your settings.

macOS

1. Click the Apple menu, select System Settings (or System Preferences), and click Network.
2. Select your active network connection and click Details (or Advanced).
3. In the pop-up window, select the DNS tab.
4. Click the + button under the DNS Servers list and add the following addresses:
   • 8.8.8.8
   • 8.8.4.4
5. Click OK, then click Apply to save your changes.

Linux

1. Open the terminal.
2. Run the following command to edit the configuration file: sudo vi /etc/resolv.conf
3. Locate the lines starting with nameserver and modify or add them as follows:
   • nameserver 8.8.8.8
   • nameserver 8.8.4.4
4. Save the file and close the editor.

Switching Network Environments

If performance issues persist after adjusting your VPN or DNS, the problem may lie within your specific local network. Attempting to switch your network environment can help identify the root cause.

1. Use a Mobile Hotspot: Disconnect from your current Wi-Fi and connect your computer to a 4G or 5G mobile hotspot.
2. Try a Different Network: If possible, switch between your office network and a home network to see if the loading speed improves.
3. Verify the Results: If the Admin panel loads quickly on a mobile hotspot but remains slow on Wi-Fi, please contact your network administrator or Internet Service Provider (ISP) to check for local network restrictions.

Optimizing Browser Settings

Incorrect browser configurations or conflicting extensions can often lead to page lag or display errors. Follow these steps to optimize your browser for the SHOPLINE Admin: 

Use Incognito Mode

Accessing the admin panel in an Incognito (Chrome) or Private window is the quickest way to rule out interference from browser extensions or corrupted cache.

1. Open a new Incognito window in your browser.
2. Log in to your SHOPLINE Admin and check if the performance improves.

Disable Hardware Acceleration

If you experience significant lag or screen freezing, disabling hardware acceleration may resolve the issue.

1. Go to your browser Settings > System.
2. Toggle off the option: Use graphics acceleration when available (or Use hardware acceleration when available).
3. Relaunch your browser for the changes to take effect.

Check Network Proxy Settings

Unintended proxy configurations can cause "This site can't be reached" errors.

1. Open your computer's Network Settings.
2. Navigate to the Proxy section and ensure that no unnecessary manual proxies are enabled.
3. If a proxy is active, disable it and refresh the page.

Advanced Troubleshooting: Modifying the Hosts File

In certain cases, manually mapping SHOPLINE domains to specific IP addresses in your system's hosts file can bypass local DNS resolution errors or routing bottlenecks.

How to Modify Your System Hosts Configuration

Please follow the steps below based on your operating system. 

Windows

1. Open File Explorer and navigate to: C:\Windows\System32\drivers\etc.
2. Right-click the hosts file and select a text editor (e.g., Notepad) to Run as administrator.
3. Add the IP mapping provided below to the end of the file.
4. Save the file and close the editor.

macOS and Linux

1. Open the Terminal application.
2. Enter the following command to edit the hosts file: sudo vi /etc/hosts
3. If prompted, enter your administrator password.
4. Add the IP mapping provided below to the end of the file.
5. Press the Esc key, type :wq, and press Enter to save and exit the vi editor.

Hosts Configurations to Add

Copy and paste the following lines into your hosts file. Replace {handle} with your actual store handle (e.g., mystore.myshopline.com): 

• 47.57.4.174 img-va.myshopline.com
• 8.223.12.234 img.myshopline.com
• 47.57.7.143 cdn.myshopline.com
• 8.212.7.249 admin.myshopline.com
• 8.212.7.249 {handle}.myshopline.com

Contacting SHOPLINE Support

If you continue to experience issues after following these steps, please reach out to the SHOPLINE Support team via the chat box in the bottom-right corner of your admin panel.

To help us assist you more efficiently, please provide the following details when you contact us:  

• Issue Description: A brief explanation of the problem (e.g., "The order page is loading slowly").  
• Page URL: The full link to the page where the issue occurs.
• Timestamp: The exact date and time when you encountered the problem.
• Performance Information (Screenshots Recommended):
  • A screenshot of your Network Diagnosis results.
  • A screenshot of the information from: https://{your-store-handle}.myshopline.com/cdn-cgi/trace.
  • Your current public IP address from: WhatIsMyIP.