App review loading issue: ERR_CONNECTION_RESET,but domain is globally reachable and no reviewer request logs

Shopify App Store
1

Hi everyone,

Our embedded app was rejected during manual review because the reviewer encountered an ERR_CONNECTION_RESET when loading the app. We are looking for guidance, as this issue seems isolated.

Setup: Railway (Hosting), Squarespace (DNS).
App URL: https://chronos.cymage-labs.com
Callback: https://chronos.cymage-labs.com/auth/callback

What we verified:

  • Shopify Partner configs and Railway env variables match perfectly.
  • Global DNS resolves correctly to the Railway custom domain (no unexpected IPv6/AAAA records).
  • Global HTTP, ping, and health checks consistently succeed from multiple regions.

The Core Issue:
Shopify automated test installations successfully reached our app and generated production logs. However, the manual reviewer’s traffic never reached our Railway logs at all, failing with ERR_CONNECTION_RESET.

Has anyone experienced this exact scenario where automated tests pass, but the manual reviewer gets blocked before hitting the server?

We are trying to determine if this is typically caused by:

  • The reviewer’s local network, VPN, or proxy dropping the connection.
  • Transient Railway edge routing or TLS handshake issues.
  • Specific Shopify embedded app loading behavior during manual review.

Any insights or debugging strategies would be greatly appreciated.

2

Hello there, hope this issue gets resolved quickly so that we can move further with review process. We’re eager to hear your solutions, please do suggest if there’s anything.

5

Hey @controleng and @Oguz_Ozdemir, since it has been a few days since you’ve posted, are you still seeing this issue or have you sorted it out with the app review team?

6

Hi Kyle,

Thanks for following up.

We had also been in touch with Alan from Shopify staff on another thread which is ERR_CONNECTION_RESET issues during Shopify app review - #6 by Alan_G , and based on his guidance we resubmitted the app through the Partner Dashboard on May 22, 2026 at 10:19 Turkey time (TRT / UTC+3) again.

After the resubmission, we can see several install attempts in the Partner Dashboard on May 22 and May 25 across around 5–6 test stores. However, the issue still appears to be present: except for The Goodwear Store, the other install/review attempts did not generate corresponding Railway application logs on our side.

So from our perspective, it looks like some Shopify review/test traffic can reach our app, but several manual or review-related attempts may still be failing before reaching our application service.

Could you please check what the current status looks like on your side, or whether the review team is still seeing the same connection reset / reachability issue?

Thanks again for checking in and for your help.

7

Hey @controleng, seeing multiple attempts isn’t uncommon, and within the timeframe that you’ve resubmitted I would assume everything is ok so far. When our app review team does see an issue, you’ll usually be notified quite quickly so you can fix it.