App review rejected — "The connection was reset" — no install requests in server logs (confirmed reviewer-side network issue)

Shopify App Store
,
1

Hi Shopify Dev Team and community,

Our app Tuck — Realistic Virtual Try On was rejected during review because the reviewer encountered a “The connection was reset” error immediately upon attempting to open the app after installation.

The reviewer installed our app at approximately 8:04 PM IST (14:34 UTC) on May 14, 2026, and uninstalled at 8:16 PM IST (14:46 UTC). During that 12-minute window, the reviewer saw “The connection was reset” inside the Shopify Admin embedded app iframe.

Screenshot from reviewer:

Screenshot from 2026-05-15 15-23-46
Screenshot from 2026-05-15 15-23-461920×891 78 KB

What my server logs show

I analyzed the complete server logs covering 2.5 days (May 12, 07:18 UTC → May 14, 19:54 UTC — over 386,000 lines). The reviewer’s shop (xqiz3u-i1.myshopify.com) appears in exactly 3 log entries, all at the same timestamp, all from the uninstall webhook:

2026-05-14T14:46:16.284Z [shopify-app/DEBUG] Loading offline session | {shop: xqiz3u-i1.myshopify.com}
2026-05-14T14:46:16.286Z Received APP_UNINSTALLED webhook for xqiz3u-i1.myshopify.com
2026-05-14T14:46:16.402Z Cleaned up local DB data for uninstalled shop: xqiz3u-i1.myshopify.com

What is completely missing from the logs:

  • No GET /?shop=xqiz3u-i1.myshopify.com&embedded=1 (initial app load)

  • No GET /auth/callback (OAuth flow)

  • No Creating new session for this shop

  • No Running afterAuth hook

  • No request of any kind from this shop’s browser — ever

The APP_UNINSTALLED webhook (server-to-server from Shopify’s backend) worked perfectly. The browser-initiated install/load request never reached my server.

What I verified

1. Other installs work fine in the same logs: Two other shops (tuckdemo.myshopify.com and connect-yysnf9gr.myshopify.com) completed full install flows during the same log window — session creation, OAuth, afterAuth, VTO registration, webhook setup, metafields — everything worked.

2. Server was healthy at the time of review: ELB health checks were passing continuously with 4–6ms response times throughout the reviewer’s install window. No errors, no restarts, no resource issues.

3. Tested from Finland via VPN: The reviewer appears to be based in Finland. I connected to a Finland VPN (Windscribe, Helsinki server) and tested:

Result: HTTP 200, TLS 1.3, full HTML response, no issues. The server is fully reachable from Finland. The connection is not being blocked by my infrastructure.

4. SSL is valid: Certificate issued by Amazon RSA 2048 M01, valid Apr 16 – Oct 30, 2026. TLS 1.3 with TLS_AES_128_GCM_SHA256. No certificate chain issues.

5. No geo-blocking or IP restrictions: My ALB security group allows inbound 443 from 0.0.0.0/0. No WAF rules, no geo-restrictions.

Thank you for your time. Happy to provide full server logs or any other evidence if needed.

2

Hi everyone,

Just a quick update to close out this thread. The issue has been completely resolved!

I want to extend a massive thank you to the Shopify review and technical support teams for their incredible responsiveness, clarity, and dedication to helping partners resolve edge-case deployment blocks.

Also, thank you so much to this community for being such a fantastic sounding board while we worked through this. We are incredibly excited to be live in the ecosystem!