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Network connectivity issues with some customers from Italy

ResolvedminorOfficial source confirmedSpecific component onlyFirst recorded update Oct 25, 2019, 03:04 PM · Resolved Nov 5, 2019, 07:28 PM

While the root cause of this issue is still outside of Shopify, we have implemented a solution which has successfully restored connectivity for the majority of stores from the affected ISPs. If you are still experiencing this issue, please contact Shopify support for assistance.

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What visitors reported during this incident

No visitor reports were filed for this incident.

Having problems with Shopify now? Check the current status

Affected services

Third party services

Updates (8)

  1. Nov 5, 2019, 07:28 PM
    Network connectivity issues with some customers from Italy

    While the root cause of this issue is still outside of Shopify, we have implemented a solution which has successfully restored connectivity for the majority of stores from the affected ISPs. If you are still experiencing this issue, please contact Shopify support for assistance.

    Shopify ↗
  2. Nov 4, 2019, 10:31 PM
    Network connectivity issues with some customers from Italy

    We are continuing to investigate this issue.

    Shopify ↗
  3. Nov 3, 2019, 06:04 PM
    Network connectivity issues with some customers from Italy

    We appreciate your patience while we continue to investigate this issue.

    Shopify ↗
  4. Nov 1, 2019, 04:02 PM
    Network connectivity issues with some customers from Italy

    We are continuing to investigate this issue.

    Shopify ↗
  5. Oct 31, 2019, 04:48 PM
    Network connectivity issues with some customers from Italy

    We are continuing to investigate this issue.

    Shopify ↗
  6. Oct 28, 2019, 07:54 PM
    Network connectivity issues with some customers from Italy

    We are continuing to investigate the ongoing issue related to accessing Shopify storefronts through various ISPs in Italy. We thank you for your patience throughout this investigation. We have assembled a team who are continuing all efforts to resolve this issue with the various ISPs involved and can confirm this issue remains outside of Shopify. We encourage you to reach out to our Support team for additional assistance during this time.

    Shopify ↗
  7. Oct 28, 2019, 04:06 PM
    Network connectivity issues with some customers from Italy

    We continue to see connectivity issues for some customers in Italy. We are still working with our network service provider to assist with diagnosing the issue. Affected merchants can contact Shopify Support for more details.

    Shopify ↗
  8. Oct 25, 2019, 03:04 PM
    Network connectivity issues with some customers from Italy

    Customers in Italy using Wind 3 and Fastweb internet service providers are continuing to experience connectivity issues. Some customers using the TIM internet service provider are also affected. While the issue is outside of Shopify, we are continuing to work with our network service provider to assist with diagnosing the issue. We recommend that impacted customers contact their Internet Service Provider for further assistance.

    Shopify ↗

What to do next

  • Verify your own services recovered cleanly. Some upstream outages leave queues or caches in a degraded state, run smoke tests before declaring green internally.
  • Save the post-mortem. Vendors usually publish a detailed RCA 1-3 days later. We'll add it to this page when it appears.
  • Watch the provider going forward. Follow Shopify's status feed →

GlobalOutageMap aggregates publicly reported signals. We never claim authoritative status, always cross-check the provider's official channel before making business decisions.