Introduction
If a website asset isn't loading within SalesHub™ or TrueTour™, it's likely due to security restrictions set by those websites rather than a platform issue. This is not uncommon, especially with larger websites.
Why External Links May Not Load
SalesHub™ and TrueTour™ use iframes to embed external content from other websites. However, many websites have security settings that block iframe embedding to protect against potential security threats. When a website blocks iframe embedding, you may experience:
- Suggestions to open the link in a new tab instead
- Broken-appearing links in SalesHub™ & TrueTour™ (but link loads fine in browser)
- Blank white screens
- Error messages
If you can successfully open the link in a new browser tab but not within our platform, this confirms the external website is blocking embedding.
When to Contact Support
Understanding when support can help with link issues:
Support can potentially help when:
- You see a 404 error inside the platform
- Links that previously worked suddenly stop functioning
- Internal platform links (not external websites) fail to load
- PDFs or documents uploaded directly to the platform won't display
Support cannot help when:
- The link works in a new tab but won't load within the platform
- Major websites (Facebook, Instagram, etc.) won't embed
- The external site displays a message about "X-Frame-Options"
- The link works intermittently, depending on the browser or device
Technical Explanation
Websites control iframe embedding through security headers like X-Frame-Options or Content-Security-Policy. These settings are implemented by website owners for important security reasons:
- Preventing clickjacking attacks
- Protecting user data and privacy
- Maintaining control over brand presentation
- Ensuring proper website functionality
SalesHub™ or TrueTour™ cannot override these security settings, as they are controlled entirely by the external website.
Next Steps
If you need to share content from a website that blocks embedding:
- Use the "Open in New Tab" option when available
- Consider taking screenshots or creating PDFs of the content
- For smaller websites, you may contact their administrator to request changes to their security settings (though there's no guarantee they'll accommodate this)
Need additional help? Submit a support ticket through our Support Request Form and our team will assist you promptly.