Eingebettetes Formular scrollt nicht richtig.

Hallo liebes Team,

ich habe ein Problem auf meiner Webseite. Eigentlich ist es so eingerichtet, dass wenn man auf den Button Ihre Anfrage klickt, direkt zum Jotform herunter gescrollt werden soll, allerdings scrollt es nur kurz runter und dann wieder hoch. Ich habe dieses Problem schon mehrfach beobachtet und mit keinen anderen Anbieter sonst, weshalb ich davon ausgehe, dass es an dem iFrame von euch liegt. Könnt ihr mir sagen, wieso dies zu Problemen führt bzw. wie ich das ändern kann?

Hi Tim,

Thanks for reaching out to Jotform Support. Our German Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in German, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I opened your website then clicked on the 'Ihre Anfrage' button, and it scrolled down to the form as it was supposed to. Check out the screencast below to see my results:

Can you try it again using a different browser? If the same thing happens, can you take a screen recording while trying it again, so we can have a better idea of the issue? You can use Loom for screen recording, and send the Loom link to us.

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

Hay Eliza,

thanks for trying, but I still have the same Problem, also with diffrent browsers and my clients has too. So here's the Video:

https://drive.google.com/file/d/1OO8yE0MLn3r5BaBK0dL_HvbtkVoFds6H/view?usp=drivesdk

Hi Tim,

Thanks for getting back to us with the screen recording. I still couldn't replicate the issue when I clicked on the button on your website. Check out the screencast below to see the results of my second attempt:

Can you try to re-embed your form into your website using the form's iFrame code? Here's where you can get the iFrame code:

1. In Form Builder, click on Publish in the orange navigation bar at the top part of the page.
2. Select Embed from the left-side menu.
3. Choose iFrame, and click on the Copy Code button.

If the issue persists, can you tell us what browsers you and the affected clients were using when you ran into this issue? Lastly, can you take a screenshot of your browser's console log, and send it to us? Check out this guide about how to send a screenshot to our Support Forum.

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

Hi Eliza,

I think you couldn't recreate the problem bc you are already on the request page. Could you go at first to the homepage and then click on the button, bc then it is the exact situation as in my video, also after I added the new code. I tried it as iframe and as embed btw and both things are giving me the same issue. When I'm directly on the request page and klick the button it's also working for me with the scrolling bc I'm already at the right page, but it's not functional if I try it from any of the others.

Greetings

Tim

Hi Tim,

We really appreciate your patience and understanding while we’re looking into this. While we're investigating on the issue, can you send us the make and model of the device used by the user in accessing your website? You can also review your website’s source code and the form’s script embed code, and if that is the issue, I recommend embedding the form using its iFrame code instead as mentioned by my colleague.

Keep us updated and let us know if you have any other questions.

Hay Adrain,

Thanks for the quick answer.

As I tried to tell you in the last message the Jotform is already inserted as an iFrame, I installed it like your colleague mentioned.

In the attachment you will also find the files. 

The problem arises with me, my colleagues and my customer, as well as their customers. These are many types of devices and servers. I can list a few here, but these are just a few examples: 

- Mac Book Pro 2019 - Browser: Google Chrome Version 125.0.6422.142

- Lenovo - Browser: Version 125.0.6422.142

- Mac Book 2019 - Safari Version 17.4.1 

- Mac Book Pro 2019 - Firefox 126.0.1 

https://we.tl/t-BQZ2oVcEaL

Hi Tim,

Thanks for sending us additional details. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can. Let us know if there are other details I can look at closely for further investigation on the issue. 

Thanks for your patience.

Hi Tim,

Thanks for patiently waiting. After more investigation through our local test, we tried to remove this piece from the iframe tag:

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

Then it didn't interfere with the scrolling from the #formular in the URL. So, we suggest testing using this iframe code instead: (it is the default minus the code mentioned above)

        <iframe id="JotFormIFrame-241300671495049" title="Anfrage Formular - Olaf Büchner" allowtransparency="true"

            allow="geolocation; microphone; camera; fullscreen" src="https://form.jotform.com/241300671495049"

            frameborder="0" style="min-width:100%;max-width:100%;height:539px;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-241300671495049']", "https://form.jotform.com/")</script>

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

Hi Adrian,

I tried it, and it's working fine for me. I'll reach out to my client and ask him as well.

If it works for him, everything will be fine, and I won't contact you again.

Thank you for helping me out.