There are a number of reasons why a SmartFrame may not be displayed correctly, or is displayed in a different way to how it may have previously appeared. These are typically due to the preferences set by the owner of the SmartFrame, or changes made to a SmartFrame since it was first published.
Here, we explain the most common reasons behind a SmartFrame not being displayed as expected.
SmartFrame has been blocked from a domain or URL
The owner of the SmartFrame can control whether or not a SmartFrame appears on a particular URL, and even across an entire domain. If you find a SmartFrame cannot be successfully embedded on a website or domain, it’s possible the owner has chosen to block its embedding, possibly because of exclusivity agreements or licensing restrictions.
Original embedded SmartFrame has changed or been deleted
If a SmartFrame has been embedded from another SmartFrame through the copying of its embed code, the status of the first SmartFrame will affect this and any subsequent embeds. If, for example, the original SmartFrame is subject to any changes to its Captions or interactive elements, or if it is deleted by its owner, any SmartFrames that were embedded from it will display the same alterations.
Image has been deleted
The owner of the SmartFrame may have deleted the image within it since the SmartFrame was published. In this case, the SmartFrame itself will still appear, but its image and any interactive elements that were enabled will not be displayed.
Image ID was not copied correctly
It’s possible that a SmartFrame has been embedded in the correct way, but the image ID has been copied incorrectly, meaning that the image itself cannot be displayed. Here, a blank SmartFrame will appear with an error message. If you are the owner of the SmartFrame, check the image ID in the SmartFrame Admin Panel and paste it into your website builder again to see if this rectifies the issue.
SmartFrame is being viewed in preview mode
A SmartFrame may not display correctly when previewing a page that has not been made live yet, even if it displayed without any issues in a live environment. This is not a fault.
If you find that an embedded SmartFrame isn’t visible in both staging and live environments, check that the image ID or embed code has been copied and pasted correctly. If the issue persists, please refer to other possible issues mentioned on this page to help identify the problem.
Browser not supported
SmartFrame is supported by most common browsers, such as Chrome, Safari and Firefox, as well as Brave, Opera and other Chromium-based browsers. Should a SmartFrame be viewed in an unsupported browser, the image within it will be displayed as a small thumbnail without any interactive elements.
Click here for more information on browser support.
SmartFrame is nested inside an iframe
It’s possible that your website builder has placed a SmartFrame inside an iframe. This may cause a SmartFrame to be displayed without its full functionality.
If you encounter any issues with the display of SmartFrame images that are not resolved by refreshing the page or trying again later, please contact us, quoting the error message displayed.