# Editor Not Loading

If the Draft Order Magic editor won't load or shows a blank screen, try these solutions.

### Symptoms

* Editor shows blank white screen
* Loading spinner doesn't stop
* "Failed to load" or similar error message
* Editor freezes or becomes unresponsive
* Can't access draft orders from the app

### Quick fixes

#### 1. Clear browser cache and hard refresh

Most common solution:

**Chrome/Edge:**

* Press `Cmd/Ctrl + Shift + Delete`
* Select "Cached images and files"
* Click "Clear data"
* Then hard refresh: `Cmd/Ctrl + Shift + R`

**Firefox:**

* Press `Cmd/Ctrl + Shift + Delete`
* Select "Cache"
* Click "Clear Now"
* Hard refresh the page

**Safari:**

* Press `Cmd + Option + E` to empty cache
* Refresh the page

#### 2. Try incognito/private mode

This rules out extension conflicts:

* Open incognito/private window
* Log into Shopify admin
* Try accessing Draft Order Magic
* If it works, browser extensions are the issue

#### 3. Try a different browser

Test in another browser to isolate the problem:

* Chrome (recommended)
* Firefox
* Safari
* Edge

If it works in a different browser, the issue is browser-specific.

### Common causes and solutions

#### Browser extensions blocking the app

**Problem:** Ad blockers or privacy extensions interfere

**Solution:**

1. Disable all browser extensions
2. Test Draft Order Magic
3. Re-enable extensions one by one to find the culprit
4. Add Shopify admin to extension's allowlist

**Common problematic extensions:**

* Ad blockers (uBlock Origin, AdBlock Plus)
* Privacy tools (Ghostery, Privacy Badger)
* Script blockers
* VPN extensions

#### Outdated browser

**Problem:** Browser version too old

**Solution:**

1. Check browser version
2. Update to latest version
3. Restart browser
4. Try accessing editor again

**Minimum versions:**

* Chrome 90+
* Firefox 88+
* Safari 14+
* Edge 90+

#### JavaScript errors

**Problem:** JavaScript errors prevent editor from loading

**Solution:**

1. Open browser console (F12 or Cmd/Option + I)
2. Go to "Console" tab
3. Look for red error messages
4. Take screenshot of errors
5. [Contact support](https://github.com/horselditty/draft-order-docs/blob/main/support/contact-support/README.md) with screenshot

#### Shopify admin issues

**Problem:** Shopify platform experiencing issues

**Solution:**

1. Check [Shopify Status](https://www.shopifystatus.com/)
2. Try accessing other Shopify features
3. If Shopify is down, wait for resolution
4. Try again in 15-30 minutes

#### Network/connectivity issues

**Problem:** Poor internet connection or firewall blocking

**Solution:**

1. Check internet connection is stable
2. Try different network (mobile hotspot, different WiFi)
3. Disable VPN temporarily
4. Check if corporate firewall is blocking
5. Contact IT department if on corporate network

#### App permissions revoked

**Problem:** Draft Order Magic lost necessary permissions

**Solution:**

1. Go to **Settings → Apps and sales channels**
2. Find **Draft Order Magic**
3. Check app status
4. If permissions are missing, reinstall the app
5. Or contact support for assistance

#### Session expired

**Problem:** Shopify session timed out

**Solution:**

1. Log out of Shopify admin
2. Clear browser cookies for Shopify
3. Log back in
4. Try accessing Draft Order Magic again

### Specific error messages

#### "Failed to authenticate"

**Solution:**

1. Log out of Shopify
2. Log back in
3. Try accessing app again
4. If persists, reinstall the app

#### "App is temporarily unavailable"

**Solution:**

1. Wait 5-10 minutes
2. Refresh the page
3. If persists beyond 30 minutes, contact support

#### "Unable to load draft order"

**Solution:**

1. Verify draft order still exists in Shopify admin
2. Check draft order isn't corrupted
3. Try different draft order
4. If all drafts fail, contact support

#### "Network error" or "Connection timeout"

**Solution:**

1. Check internet connection
2. Try refreshing the page
3. Check Shopify status
4. Try different network
5. Contact support if persists

### Still not working?

If you've tried all the above:

1. **Document the issue:**
   * Take screenshots of errors
   * Note what browser and version you're using
   * Record what you were doing when it failed
   * Check browser console for errors (F12)
2. **Contact support:**
   * Email: <help@responsivemedia.com.au>
   * Include screenshots and browser info
   * Describe steps you've already tried
   * Provide your store URL
3. **Temporary workaround:**
   * Use Shopify's default draft order editor
   * Try accessing from different device
   * Use different browser as temporary solution

### Prevention tips

* Keep browser updated
* Clear cache weekly
* Disable unnecessary extensions
* Use Chrome for best compatibility
* Maintain stable internet connection

### Related articles

* [Custom prices not saving](https://github.com/horselditty/draft-order-docs/blob/main/support/troubleshooting/custom-prices-not-saving/README.md)
* [PDF generation issues](https://github.com/horselditty/draft-order-docs/blob/main/support/troubleshooting/pdf-generation-issues/README.md)
* [Contact support](https://github.com/horselditty/draft-order-docs/blob/main/support/contact-support/README.md)


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