Adobe Sign Widget (Embedded Form) Not Loading Properly in Google Chrome

[seeker2734]

I have an embedded form that is not loading properly for some users in Google Chrome. The fields appear but none of the rest of the form, so it's impossible for the recipient to know how to complete the form. I had a user report the problem, and I'm able to reproduce it in Google Chrome Version 72.0.3626.119 (Official Build) (64-bit). It appears to work fine in Firefox v65.0.1 (64-bit), and I've had other users able to complete the form using Safari, Internet Explorer, and, supposedly, Chrome per the site's access logs. Makes me think there is a setting or something else in Chrome that would cause this result.

Any ideas?

[nadias1151367]

I am having the same problem with a form that was created years ago and working fine until today

[nadias1151367]

By the way when i am logged into adobe i can see the form if i am not logged in then it is not loading all the way.

[Meenakshi Negi · Accepted solution]

Hi Seeker,

Sorry for the delay in response.

As you have mentioned the issue occurs with the widgets while opening them on Google Chrome.

Try the workaround provided below and check if that works.

You will need to make changes on the document so that it will be rendered properly.

Please add the shard(.na1) in the widget URL.

Let us know how it goes.

Feel free to update the thread if the issue persists.

Regards,

Meenakshi

[seeker2734]

Hey Meenakshi,

Thanks for the response. When you say "try the workaround provided below", what exactly is the workaround?

The only directions I see are to "add the shard(.na1) in the widget URL." Does that mean to append ".na1" to the end of the current widget url?

Just confirming. Sorry for any confusion on my part.

Thanks again!

[seeker2734]

Hey Meenakshi,

If appending ".na1" to the end of the widget URL is the workaround such that the URL is now something like "secure.echosign.com/public/esignWidget?wid=2AAABLblqZh...2oI-8YV3c*.na1", then that did not work. It looks the same as my original post with the form not rendering.

Let me know if I'm missing something. Thanks!

[nadias1151367]

It works when appending the url in chrome and safari

browser (https://secure.na1.echosign.com/public/hostedForm?formid=892U7U2N27794K)

Thank You

[seeker2734]

Hey nadias1151367,

Yes! Thanks for showing me where that ".na1" need to be placed in the URL, i.e., as part of the server location. I was not familiar with the term "shard" in this context.

I'll try to give both credit for the answer.

Meenakshi: is this a temporary fix or something to do with all widget URLs going forward?

Thanks again!

[seeker2734]

One additional piece of information: I now have a user that says the same problem is appearing in Safari. He had completed the form by guessing what each field was.

I can confirm that the same problem also appears using the Safari browser. Appending ".na1" to the appendix does not appear to solve the problem in the safari browser either.