Jotform keeps on disappearing on website

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    ramleather
    Asked on July 05, 2017 at 11:08 PM

    Since April, I've had to redo the embed code for my jot form on mySquarespacee website numerous times. I am not logged in adn no matter how many times I delete and redo the embed code, the form does not show or works for a few days and then disappears. There is a serious disconnect with Jotform and Squarespace at this time. Is there an update for this issue or a workaround. 

     

    The website where the code is currently embedded: 

     

    https://ramlfs.squarespace.com/contact/

     

    The form DOES show up in the preview of the site but it DOES NOT show up on the website itself. It did so for a few days and then suddenly disappeared. This happens each time I redo the embedding of the code. Now, for the past few days, nothing. I continue to use the code provided by Jotform both specifically for Squarespace and the default embedding code but neither works with the site. 

  • Profile Image
    WilliamR
    Answered on July 06, 2017 at 01:18 AM

    Sorry for all the troubles. I've monitored your site and check it on different browsers and I was able to see the form. On the source code, I noticed that you are using iFrame. Actually, using iFrame is one of the recommended way and frequently used method to embed your form.

    Since I didn't see any similar issue reported in our end, then there's a big chance that this just an isolated issue, and only happening on your platform. Is it possible if you can create a plain HTML site, and just embed the code there, and try to monitor it if the form will also disappear? This will help you isolate the issue easily, if it's Jotform or Squarespace that has the issue.

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    ramleather
    Answered on July 06, 2017 at 03:28 AM

    Creating another website is not an option. The customer specifically wants Squarespace as their CMS. The issue seems to be when using Jotform on Squarespace. I am not the only person with this issue as I see there are been different types of tickets asking about this issue, especially after an SSL update. I am almost certain the issue lies with Jotform as I have tested both 123contact and Cognito forms and neither have had an issue. Both were embedded as an iframe.

    I am using the exact instructions that Jotform specifically created for Squarespace and that is why it is an iframe. Is there a workaround alternative for something other than an iframe when using for Squarespace? Or an alternative if the SSL is the issue for the disconnect?

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    ramleather
    Answered on July 06, 2017 at 03:33 AM

    I'd also like to add that I have made 3 different forms over the past 3 months and each one has this same issue over the time of 1 week to 5 weeks. It just disappears. When it happens I check computers, mobile devices, and use different browsers and the form is not showing up.

     

    Since you claim to be able to see the form, can you provide screenshots confirming this as the support staff? Just as it helps you for me to provide visuals, it would help me also. 

     

  • Profile Image
    ramleather
    Answered on July 06, 2017 at 03:43 AM

    New test link:

     

    http://www.ramlfs.com/contact2

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    liyam
    Answered on July 06, 2017 at 04:00 AM

    Here is a part of your page with the form shown (http://www.ramlfs.com/contact2):

     

    Can you give us a screenshot on your end how the page shows? 

    Thanks.

  • Profile Image
    ramleather
    Answered on July 06, 2017 at 04:45 AM

    I have talked with Squarespace. The issue is that the form cannot be seen directly from the navigation of the website. 

     

    GO to www.ramlfs.com

    NAVIGATE to "contact"

    your browser navigation bar should still read "www.ramlfs.com".

    You will see that the iframe DO NOT appear on the website. This is how visitors will view the website. 

  • Profile Image
    ramleather
    Answered on July 06, 2017 at 04:46 AM

     

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    ashwin_d
    Answered on July 06, 2017 at 07:45 AM

    Hello ramleather,

    Did you follow our guide on how to embed form in SquareSpace:  http://www.jotform.com/help/37-Adding-Form-to-Squarespace

    I did check your webpage where you have embedded your form and found that the iFrame embed code does not have any height. If we increase the height of the iFrame, form is being displayed correctly. Please check the screenshot below:

     

    I would suggest you to please use the following iframe embed code to embed your form in your webpage and see if that solves that problem:

    <iframe id="JotFormIFrame-71862288684168" onload="window.parent.scrollTo(0,0)" allowtransparency="true" src="https://form.jotform.us/71862288684168" frameborder="0" style="width:100%; height:1120px; border:none;" scrolling="no"> </iframe> 

    Do get back to us if the issue persists.

    Thank you!

  • Profile Image
    ramleather
    Answered on July 06, 2017 at 08:44 AM

    I just followed this step. It works for now but I will check back in again in a few days to see if this is still an issue. 

     

     

    Following the instructions on your site, it does not indicate I need to change the code height. It instructs me to copy and paste the code exactly as it is generated for my Squarespace site. The instructions for embedding on Squarespace may need to be updated. Maybe an addition that lets us know if we have any issue with the default code generated, we should attempt to adjust the height and maybe the width as well to see if that solves the issue. 
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    BDAVID
    Answered on July 06, 2017 at 11:43 AM

    The issue with the zero height appears to be an isolated issue specific to your form. I have sent this to our back-end team, so it gets fixed, because there should not be need to change or setup he height of the code.

    You will be notified when it gets fixed through this thread: https://www.jotform.com/answers/1192592