Troubleshooting Iframe Issues

Freestyle Cards in KaiNexus allow you to embed external websites, dashboards, or documents directly into your Boards. However, because iframing involves two different systems "talking" to each other, security settings and other configuration issues can sometimes block the content from appearing.

If your Freestyle Card is blank or showing an error, follow these troubleshooting steps:

1. Use an embed code (if available)

A common issue with iframes is using a standard page URL instead of a link designed for embedding.

While some websites allow standard URLs to be embedded, many platforms provide a dedicated embed link or embed code that is specifically formatted to work in an iframe. Using these links typically results in better compatibility and display.

Important: If you’re unsure whether your content supports embedding—or where to find the correct embed code—refer to the platform’s help center or support documentation. Using a standard page URL instead of the official embed code is one of the most common causes of iframe issues.

2. Check your Iframe HTML

If your platform doesn’t provide a pre-made embed code, you’ll need to write the iframe HTML manually in the Freestyle Card’s code view. Even a small typo can prevent the iframe from loading correctly.

Incorrect Iframe codes result in a white box being displayed on the Card.

Ensure your code follows this format:

<iframe src="https://www.yourlink.com" width="100%" height="600px"></iframe>

Tips to avoid errors:

Ensure the URL is enclosed in quotes and the closing </iframe> tag is included.
Adjust the width and height values so your content fits inside the Card.
Make sure the URL starts with https:// for secure embedding.
Check whether any parts of your code are removed after saving the Freestyle Card. KaiNexus applies HTML sanitization for security purposes, which may strip unsupported or unsafe elements and attributes from your iframe code.

Pro Tip: When embedding Tableau, KaiNexus may sanitize parts of the embed code for security reasons, which can prevent it from working as expected. If you're embedding Tableau, contact your Customer Success Manager for assistance configuring it properly.

3. Verify your credentials and access

If the site you’re embedding is not public—like a private SharePoint file or a protected Google Doc—the browser needs to verify your credentials before showing the content.

If the content is private and you are not signed into the source platform in the same browser, you may see a login page where you can enter your credentials and view the content.

If you do not have permission to view the content, you will likely see an "Access Denied" message.

If you don't have access to view the content:

Check the content’s share settings to ensure it’s set to Public or Anyone with the link. Some platforms require an extra step to Publish content before it can be embedded.
Contact your internal admins for the source platform to confirm you have the correct credentials and access permissions.

4. Confirm the site allows embedding

Some websites explicitly prevent being embedded in iframes on external platforms for security reasons. If this happens, you may see a “Refused to Connect” message or a blank gray box on the Card.

If you receive a "Refused to Connect" error:

Contact the platform’s support team or your internal IT department to confirm whether the site allows embedding.
If embedding is restricted, ask the site’s administrators if the settings can be updated to allow embedding in KaiNexus.

5. Contact KaiNexus Support

If you have verified the HTML code, confirmed the site allows embedding, and ensured your credentials are correct, but the content still won’t load, our support team is happy to take a look.

To help us troubleshoot quickly, please submit a support ticket with the following information:

The Embed Code/HTML: The exact link or code snippet you are trying to use.
Location: The name of the Board and the specific Freestyle Card where the issue is occurring.