Users are unable to see forms embedded on a public web page

Hi,

On occassion, we have users who are unable to see a form that is embedded on a public web page.

When viewing the dev tools, this is what we see:

Any ideas on why the net: ERR_CERT_AUTHORITY_INVALID error occurs and blocks the form load?

Other users see the form and are able to submit responses just fine.

Thanks,
Karen

Hi Kchinn,

I cloned and tested your form to replicate the issue, and it worked properly on my end I copied the full source code then embed the code. See the screenshot below:

It seems the error indicates the browser does not trust the certificate's authenticity. To narrow down the issue, can you ask them to try to access the form to a different browser like Google Chrome to see if they will get the same issue?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi Sim,

The user tried using Chrome with the same results, unable to see the form.

We then used an iframe to pull in the form on the page and the user is now able to view in both Edge and Chrome.

Any ideas why the change to using an iframe enabled the display?

Thanks,
Karen

Hi Karen,

I cloned your form and tested it using the complete source code and iframe to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

I believe it is a one-off thing, and I am glad the user accessed the form using Google Chrome. If the error still occurs to the user, please inform them to ensure that the web browser they are using is updated. Ensure also that the time and date on their device are correct because it can result in incorrect date and time settings, leading it to flag a valid certificate as expired.

Reach out again if there’s anything else we can do for you.