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

You can always 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, please proceed with the troubleshooting instructions outlined below.

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

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

• Checking your connection - Your internet connection fails when attempting to access your store.
• Store is unavilable - The store stopped functioning or had a go-live failure.
• Store is slow - Shopping operations work, but slowly.
• Store Framework - Additional checks and instructions for stores using Store Framework as their storefront solution.
• FastStore - Additional checks and instructions for stores using FastStore as their storefront solution.

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 persists, refer to the specific recommendations below based on the issue you are experiencing.

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

Your account must be set to production. Otherwise, your store will not be live. See this article for instructions on how to put your account into production.

If you've registered your store's domain with the same CDN provider that BLERG uses, 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.

Your 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.

If 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

If 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.

Also, there are a few more specific issues related to your DNS provider settings, such as DNS propagation, [pointing deadline] and Cloudflare proxy.

DNS propagation

DNS 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 deadline

Once 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 proxy

If cloudflare is your DNS provider, their native proxy can interfere with SSL certificate, causing your store to go down. If this is your case, learn how to disable the Cloudflare proxy.

Reverse 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.

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

To maintain the overall health of the platform, 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 further instructions below if you use Store Framework or FastStore as your storefront solution.

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

If your go-live or storefront migration has failed, it may be a good idea to check if you have the correct account edition.

If your store is slow, check this performance optimization guide and implement the recommended settings.

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

See this guide on Debugging Releases and VTEX Headless CMS publishing errors.

Lighthouse is an open source tool that helps developers assess website performance. Note that if you use WebOps in your FastStore project, it runs automatic Lighthouse tests with every pull request. It is very important that you mind these automatic tests' results so as to identify and mitigate any performance issues before they impact your store in production.

Learn more about using Lighthouse in your FastStore project.

Data fetching can have a negative impact on the performance of your storefront if not done correctly. See the Best practices for fetching data on your storefront and make sure they are implemented.

Third party scripts may also cause your site to be slow, see this article to learn how to handle the impact of third-party scripts on your FastStore project.