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Frequently Asked Questions

In this page you will find answers to common questions and problems on Photolock.

How can I uninstall Photolock?​

If you decide to uninstall Photolock from your store, please follow the steps below:

General Uninstallation​

From your website, remove the connector script. It looks like this:

<script src="https://armor.pasilobus.com/lock.js?shop=www.myonlinestore.com" async defer></script><noscript id="photolockNoscript">body *{display:none}body:before{content:"Please enable javascript to view this site"}</noscript>

Uninstalling from Shopify Store​

If you installed Photolock to a Shopify store, simply uninstall the app from your Shopify dashboard.

Photolock is not working on my store. What should I do?​

If Photolock™ is no longer working on your site, please perform the suggestions in the checklist below prior to contacting Pasilobus support.

###Verify your domain settings

Photolock requires a website to have a single primary web domain. Primary domain is the domain name that customers see in the address bar while they browse your website.

If you recently changed your primary domain or are using multiple domains with no redirect to the primary domain, Photolock will not work.

Please make sure the primary web domain is updated in Photolock settings. Go to Domain tab in Photolock settings. If the primary domain does not match, change it to your primary domain.

Make sure that all domains redirect to the primary domain.

Inspect for code errors on your site​

It is likely that a code error may be preventing Photolock™ from loading on your site. Try checking the console in your browser to see whether there are any warnings. Please try again after the code error resolves.

Check if another app is causing a conflict​

If you have recently installed another app, it may be preventing Photolock™ from loading. Even though this is rare, it can still happen. You can remove and reinstall other apps to confirm if this is the issue.

In such cases changing the load order of scripts may help. Sometimes loading Photolock™ after another script library is enough to resolve conflicts. The Photolock™ script can be moved anywhere in the code, however, we highly recommend placing it in the head tags and loading it before everything else on your website.

Does my website work slower because of Photolock?​

Photolock has no negative effect on the speed of your website, but if you run a speed test on your site after Photolock is installed, you may see that the result is worse than before. Here is why:

Apps installed to your website are always loaded after your site completes loading. It means that if your website loads within 2 seconds, Photolock will start loading after this time, 2 seconds.

This process is called asynchronous loading, in other words, it is the process for apps to load in the background without affecting the core components and load time of your website.

Even though your site is ready and loaded within the same speed, speed tests will calculate a total load time, including the time required for Photolock and other apps to load in the background. The result will show a longer total load time (by milliseconds). The more apps you install, the more the total load time will appear. This does not mean your website works slower. Photolock is also an extremely lightweight application. Photolock's effect on total load time will only be a couple of milliseconds.

However, in rare cases, if you install too many apps to your website that are large in size (unlike Photolock) the total load time may start to affect the user experience negatively and may even block some elements or conflict with other apps on your site. The core of your website may also already be working slower than it should.

If you feel that is the case, we recommend hiring an Expert company to optimize your site for speed. You can contact us or our development partners.

Why is Photolock not immediately activated on my website?​

If you are noticing delays in the activation of locks, there are a couple of things you can do to prevent it from happening.

Enable Supersonic Mode​

Photolock has a Supersonic Mode which you can find in the app dashboard. It is highly recommended to enable this setting to improve the user experience.

Optimize Your Site Speed​

To maximize the effectiveness of Photolock™, we recommend optimizing your site to an effective load-time under 3 seconds.

The most common way to increase site speed is compressing digital assets and photography. You can use a free tool to compress your images yourself and upload them to your online store or website.

If your site has a longer load time and image compression does not solve the problem, we suggest that you speak with a developer team or Shopify Expert to optimize your pages.

Disable Asynchronous Loading​

Photolock™ is loaded asynchronously, meaning that it loads after the rest of your page elements to ensure speed and not cause any conflict with any other apps on your store. If your site's load time is longer than average, this will cause slight delays in Photolock™ actions.

While we always recommend optimizing your site for speed, if you are not able to do so, you can choose to disable asynchronous loading so Photolock™ will be forced to load before all your page elements and no delay will occur.

To disable asynchronous loading you need to make a small change in your connector script. You can locate the connector script in your web site's layout file, which should have been placed just before the tag. It looks something like the code below:

<script src="https://www.cybarmor.app/lock.js?shop=www.myonlinestore.com" async defer></script>

You will want to remove async defer attributes from this script and it should look like the code below after:

<script src="https://www.cybarmor.app/lock.js?shop=www.myonlinestore.com" ></script>

Once you save changes in your code editor, asynchronous loading should be disabled.

Why does it take time for changes in Photolock settings to apply to my website?​

From time to time you may realize that the changes you made in Photolock™ settings do not apply to your website immediately.

There may be two reasons for this problem:

You may have Supersonic Mode enabled​

If you enabled Supersonic Mode, changes might take up to an hour to take effect. You can disable Supersonic Mode from your Photolock dashboard.

Your browser may have cached your website​

Occasionally browsers cache website files to speed up the loading. You can try clearing your browser's cache and refresh your page to see changes on your site.