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Troubleshooting

Troubleshooting
Store performance
My store is slow or unavailable

If you are experiencing slow or non-functional operations in your store, there could be several underlying reasons.

Keywords: performance | platform status | slow | unavailable | platform issues

If you are experiencing issues with your store, it is important to first determine whether the problem is that the store is unavailable or operating slowly. Identifying the specific issue will help you address it more effectively:

IssueDescriptionSolutions
Store is unavailableThe store stopped functioning or had a go-live failure.1. Checking VTEX Status page
2. Checking your connection
3. Verifying DNS configuration
4. Checking your storefront code and settings
Store is slowShopping operations work, but slowly. It takes longer than expected to load or perform actions.1. Checking VTEX Status page
2. Checking your connection
3. Reviewing customizations and integrations
4. Checking your storefront code and settings

Once you identify whether your store is unavailable or slow, follow the listed troubleshooting steps to solve the issue.

Solutions

Below are various troubleshooting checks and instructions you can use to solve your store's issue.

Checking VTEX Status page

Refer to the VTEX status page to check if the platform is undergoing some instability. If the status page indicates that the platform is functioning normally, move on to the next solutions.

When you initially check the status page, there may be unreported instabilities, especially if it is a recent incident. Therefore, it is recommended that you periodically monitor the status page while following the troubleshooting steps provided.

Checking your connection

Verify your internet connection by visiting other websites to ensure it is functioning properly. Alternatively, attempt to access your store using a different internet connection.

If the issues persist, refer to the recommendations below based on the issue you are experiencing.

If the store is unavailable: Verifying DNS configuration

If your store had a go-live failure or was functioning normally and then stopped, see the topics below.

TopicRequired action
Account in productionYour account must be set to production. Otherwise, it will not be live. See this article for instructions on how to put your account into production.
CDN domain registrationIf you have registered your store's domain with the same CDN provider that VTEX uses (Cloudfront or Azion), it may cause issues with CDN provisioning and result in a go-live failure. To avoid this, please refer to the go-live guide for instructions on how to resolve any conflicts related to CDN domain registration.
CNAME Type A pointingYour DNS pointing must be of the type CNAME. There can not be any type A pointing coexisting with the CNAME, otherwise your go-live will most likely fail. Learn more about how to set up DNS pointing to VTEX.
SSL certificateIf your store failed to go-live after you notified DNS pointing, it may be that there was a failure to generate your SSL certificate. Refer to this guide to learn how to identify this issue and what to do in case of problems after DNS pointing notification
DNS provider settingsIf you have not configured your DNS provider settings properly, VTEX may not be able to generate the SSL certificate, leading to store unavailability. See this guide on how to Set up DNS pointing to VTEX and double check your DNS provider settings.
DNS propagationDNS propagation may take up to 48 hours after DNS pointing. The length of this period depends on the Time To Live (TTL) you configured in your DNS provider. If you are within this timeframe, the store may not be accessible yet. Please be patient and allow sufficient time for DNS propagation to complete.
DNS pointing deadlineOnce you register your domain in VTEX, you have up to seven days to set up DNS pointing. If you miss this deadline, you must register your domain in VTEX again. See the go-live guide to learn details about this process.
Cloudflare proxyIf Cloudflare is your DNS provider, their native proxy can interfere with the SSL certificate, causing your store to go down. If this is your case, learn how to disable the Cloudflare proxy.
Reverse proxyReverse proxy malfunction can cause store availability issues. When you use a reverse proxy, you give up the optimized edge service managed by VTEX and are responsible for the site's actual provisioning, which is tasked with the settings, monitoring and feature management such as header forwarding, cookies and cache management.

If this is your case, you can see this article on How to insert a reverse proxy in front of VTEX services and follow up with your infrastructure team or provider to learn if this is the cause of your problem.

VTEX does not recommend using reverse proxies.

If the issue persists, you can find additional troubleshooting steps below for Checking your storefront code and settings.

If the store is slow: Reviewing customizations and integrations

The VTEX platform is designed to be multi-tenant and autoscalable, which means the platform can handle several merchants' needs simultaneously without impacting individual store performance.

To maintain the platform's overall health, VTEX may occasionally throttle unintentionally abusive requests. Therefore, if you notice slow performance, it is recommended to review your storefront code customizations and composable integrations.

Ensure that these elements are not generating excessive requests to VTEX, as this can lead to throttling issues or bottlenecks for your store. By optimizing your requests and ensuring they are within acceptable limits, you can improve the overall performance of your store while ensuring compliance with VTEX's request throttling mechanisms.

If the issue persists, you can find additional troubleshooting steps below for Checking your storefront code and settings.

Checking your storefront code and settings

Depending on your selected storefront development solution, there are additional steps for troubleshooting a slow or unavailable store.

Store Framework

If your store uses Store Framework and the topics above have not helped you, see the instructions below.

FastStore

If your store uses FastStore and the topics above have not helped you, see the instructions below.

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