General Issues
Troubleshoot general Vantage problems — app not loading, stale data, error messages
Last updated: 18th February 2026
General Issues
If your issue doesn't fit into sync, scoring, metafield, or billing categories, check here for general troubleshooting steps.
App not loading
Symptoms: The Vantage app shows a blank page, loading spinner that never finishes, or an error screen inside Shopify admin.
Solution — try each step in order:
- Hard refresh — Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows) to bypass cached assets
- Try incognito mode — Open a new incognito/private window, log into Shopify admin, and open Vantage. This rules out browser extension conflicts
- Clear browser cache — Go to your browser settings and clear cached files and cookies for your Shopify admin domain
- Try a different browser — If the issue only occurs in one browser, it's likely a browser-specific problem
- Check Shopify status — Visit status.shopify.com to see if there are platform-wide issues affecting embedded apps
Embedded Shopify apps run inside an iframe in Shopify admin. Browser extensions that block iframes, third-party cookies, or scripts can prevent apps from loading. Ad blockers and privacy extensions are common culprits.
Data looks stale
Symptoms: Product data in Vantage doesn't match what you see in Shopify admin. Scores seem based on old information.
Cause: Vantage scores are based on the data from your most recent catalog sync. If you've made changes in Shopify since the last sync, the data in Vantage will be outdated.
Solution:
- Check the Last Sync timestamp on your dashboard to see when data was last pulled
- Trigger a re-sync from the dashboard or Settings page
- Wait for the sync and audit to complete
- Verify that the updated data is now reflected in your scores
Error messages
Symptoms: An error message appears in the app, either as a banner, toast notification, or on a specific page.
General approach:
- Note the exact error message — this helps identify the cause
- Retry the action — Many errors are transient (network timeouts, temporary API issues)
- Check for rate limiting — If the error mentions throttling, 429, or rate limits, wait 2-5 minutes and retry
- Check for database errors — If the error mentions a database or connection issue, wait 1-2 minutes and retry
Common error patterns:
| Error type | Likely cause | Action |
|---|---|---|
| Network/timeout | Temporary connectivity issue | Retry after a few seconds |
| Rate limit (429) | Shopify API throttling | Wait 2-5 minutes, retry |
| Database connection | Temporary database issue | Wait 1-2 minutes, retry |
| Permission denied | Missing API scopes | Reinstall Vantage to re-authorize |
| Server error (500) | Application error | Retry; if persistent, contact support |
Pages loading slowly
Symptoms: The dashboard or product pages take a long time to load.
Possible causes:
- Large catalog — More products means more data to render. This is normal for larger catalogs
- Browser performance — Close unnecessary tabs, especially other Shopify admin tabs
- Network speed — Check your internet connection
The first page load after a sync may take slightly longer as the dashboard recalculates aggregate metrics. Subsequent page loads should be faster.
Something doesn't look right but there's no error
If the app appears to work but something feels off — data seems inconsistent, a feature isn't behaving as expected, or the UI looks broken:
- Hard refresh the page (Cmd+Shift+R / Ctrl+Shift+R)
- Trigger a re-sync to refresh all product data
- Check the FAQ — Your issue may be explained in the FAQ
- Contact support — Describe what you expected vs what you're seeing
Contacting support
When reaching out through the GROWstack support portal, include:
- Store URL (e.g., your-store.myshopify.com)
- Browser and version (e.g., Chrome 120, Safari 17)
- Screenshots of the issue, including any error messages
- Steps to reproduce the problem
- When it started — Was it working before? Did anything change?