Embedded form fails to load when using iPhone

Dear JotForm Support Team,

We have integrated JotForm across all our websites using iFrame embed code. While everything was working perfectly earlier, we have recently started experiencing issues with the forms not loading properly.

Occasionally, the forms fail to load on the web pages. In some cases, reloading the page multiple times causes the form to appear, but this is inconsistent. The issue is particularly noticeable on iPhones, where the forms often do not load at all.

This problem began only recently and is now affecting our business operations.

We kindly request your urgent support and an update on this matter.

Thank you,

Hi Ebrahim,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the iFrame loading issue on your websites, this can sometimes occur due to browser or device-specific restrictions, especially on iPhones. To help resolve this, please ensure you are using the latest iFrame embed code from your form's Publish > Embed > iFrame section. Also, check if your website or browser settings might be blocking external iFrame content.

If the problem persists, consider using the full source code embed option for better control and compatibility.

Give it a try and let us know how it goes.

Best regards,
Jotform Support

Hi Ebrahim,

Thanks for reaching out to Jotform Support. I understand that your embedded forms using the iFrame code aren’t loading consistently. Let’s go through a few steps to help narrow this down:

1. Please make sure you’re using the most recent iFrame embed code from Publish > Embed > iFrame. Replacing the code with the latest version can often resolve loading conflicts.
   
   
2. Clear your website’s and browser’s cache and test again, as cached scripts sometimes cause loading delays.
   
   
   
   
3. Check if any content blockers or security settings on your site might be preventing the iFrame from loading.

If the issue continues, could you share the form link and the URL of the webpage where it’s embedded? This will help us test it directly and escalate it to our developers if needed.

Give it a try and let us know if you need any other help.

Hi Nazli,

Thank you for your update. I have already replaced the iFrame code with the latest version, but the issue still persists.

Kindly check the following page where one of our forms is integrated:

https://ekkanoo.com/kte/miller/index.html

<iframe

   id="JotFormIFrame-230871563372458"

   title="EKK Divisions - Sales | Web to Lead | Salesforce | Jotform Integration"

   onDISABLEDload="window.parent.scrollTo(0,0)"

   allowtransparency="true"

   allow="geolocation; microphone; camera; fullscreen; payment"

      src="https://form.jotform.com/230871563372458?language=en&dropdown=hidden&franchise=KTE&formTitle=KTE Miller | Contact Us&chosenLanugage=English&brand=Miller"

   frameborder="0"

   style="min-width:100%;max-width:100%;height:1059px;border:none;"

   scrolling="no"

  >

  </iframe>

    <script src='https://cdn.jotfor.ms/s/umd/latest/for-form-embed-handler.js'></script>

    <script>window.jotformEmbedHandler("iframe[id='JotFormIFrame-230871563372458']", "https://form.jotform.com/")</script>

Your prompt response would be highly appreciated.

Thank you.

Hi Ebrahim,

I couldn't replicate the issue when I tried to access your embedded form using iPhone 16. Take a look at the screenshot below:

Can you share the iPhone model that is having an issue? I also cleared the cache of your forms. Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll look into it more to see if we can figure out what's going on.

Keep us updated and let us know if you need any more help.

Hi Chris

I tested with my device. Still, it is not loading the form.

The device details are
iPhone 13
iOS Version: 18.5

Hi Ebrahim,

Since the issue persists on your end, I have gone ahead and escalated this thread to our Developer Team. Once updates are available, we will let you know via this thread.

Let us know if there’s anything else we can help you with.

Hi Ebrahim,

Thanks for your patience and understanding while we are looking into this. I've tried to load up your form with iPhone 13 and didn't bumped into any issues. Please refer to my screenshots below:

iPhone 13 v18.3 Safari:

iPhone 13 iOS v15.4 Chrome:

I've also tested to see if the issue might be related to the iOS version so I've tested the form on iPhone 16 & 14 v 18.5 but the form load without any issues.

iPhone 16 v18.5:

iPhone 14 v18.5

As you can see in my screenshots, I was able to load up the forms in different circumstances. If the problem still persists on your end, could you be so kind as to try clearing your browser caches if you haven't already done that? You can refer to the guide on How to Clear Your Browser Caches on iOS devices by Google.

Also, could you try loading up the form with a different device (if possible)? This will allow us to see if the issue is exclusive to the browser and/or device. If you bump into the same issue again, with a different browser (or device), let us know so that we can do more tests on this.

In addition to that, you've explained that the issue is occurring on iPhones noticeably. If you ever experience the issue on a computer, could you capture a console log of the browser, which will allow us to get a better understanding of the issue. You can check out our guide about How to Get a Console Report from Most Common Browsers to learn how to do that.

Once we hear back from you, we'll be able to move forward with this.

Hi Patrick,

I followed all the steps you mentioned and tested on iPhone 13 and iPhone 13 Pro Max. The form is still not loading on iOS devices. I tested using both Chrome and Safari browsers. Please find the video at the link below.

https://drive.google.com/file/d/1d1oJi0R23oZDMQAqtfQmg6raCa_yws3v/view?usp=sharing

Hi Ebrahim,

To isolate the issue further, can you try using a different internet connection and see if this helps resolve the issue?

Give it a try and let us know how it goes.