Troubleshooting Website Integrations

Rachael Norris
Rachael Norris
  • Updated

In this article, we’ll cover some common ways you can troubleshoot Website Integrations.

Before starting, you might want to already be familiar with:


Identifying the problem

Jump to the section which best describes the problem you’re experiencing.


My website is down

Your Web Developer is responsible for the maintenance and upkeep of your website. You should contact your Web Developer if your website is down.

If you suspect that Spektrix is down, you can check the status of Spektrix on our Status Page.


My website is running slowly

If your website is integrated using the API, there may be ways we can support your Web Developer to optimise API calls. Contact Support to discuss this with our team.

If your website is integrated using iframes then it's likely the problem with the speed is unrelated to Spektrix. Contact your Web Developer to discuss this problem.


API or iframe?

If you are having a problem with a specific part of your website, you’ll first need to identify if the issue is with a page which uses iframes or the API. 

Some website integrations use a combination of iframes and the API.

To tell whether you are looking at an iframe, follow the steps below:

  • Right click on that part of the page.
  • If what you are looking at is an iframe, there will be an option to View frame source or View frame in the drop down.

If you can’t see View frame source, then it’s likely your website is using the API or the part of the website you are looking at isn’t coming from Spektrix.


Troubleshooting an API integration

Your Web Developer is responsible for ensuring that the parts of your website which display information from the API work correctly.

You can make sure that:

  • Any Events or items you want to see on the website are set up correctly and are marked as Available in the API.
  • If you feel comfortable, you can make an API call to test if the correct information is being transmitted. Alternatively, you can get in touch with support who can check this for you.
  • If the information from Spektrix is being transmitted through the API, but not being displayed by the website at all or how you would want it, then this fall under the responsibility of your Web Developer.

REMINDER: Depending on how regularly your website’s CMS syncs with Spektrix, there may be a delay when your website is retrieving information using the API. For example, your website may refresh every hour or overnight.


Troubleshooting an iframe integration

There are a number of ways you can troubleshoot iframes.

Jump to the section which best describes your problem:


Text is missing from my iframe

Check the iframe Messaging Tool to identify where in the system the text is populated.

To do this:

  • Go to the iframe Messaging Tool.
  • From the menu on the left, choose the iframe you want to investigate.
  • Hover your mouse over the area or text you want to look at.
  • Use the key to find out where to add or edit the text.



You can add text to iframes by editing Website Content or Custom Website Messages using Wikitext.


The Basket/Cart is empty when the Customer reaches Checkout

If the customer reaches the Basket/Cart and it is empty, this is likely to indicate an error with the setup of a Custom Domain.

Guidance for your Web Developer can be found on the Integrate Portal: Custom Domains.


My Event / Instance is not displaying

Go to the Admin Interface and check that the Event / Instances are set to be visible and on sale on the web. 

You can find step by step guidance in our Support Centre articles on: How to Set Up an Event / How to Set Up an Instances

TIP: If you use Attributes to filter iframes, make sure that your Membership / Fund / Merchandise item has the correct Attribute to be included in the page. Or make sure your Ticket Subscription is using the correct Web ID.


My Ticket Type is not displaying

Go to the Admin Interface and check that the Ticket Type is a Web Ticket Type. 

You can find step by step guidance in our Support Centre article on Ticket Types.


My website is not displaying the embedded iframes

If the iframes on your website are not being displayed, this is likely to be related to your Custom Domains. Check the set up of your Custom Domain.

If you are seeing an error that explicitly mentions Cookies, it is likely you don’t have a Custom domain at all. 

REMINDER: If your Custom Domain is new, it can take up to 24 hours to come into effect.

Guidance for your Web Developer can be found on the Integrate Portal: Custom Domains.

If the iframes are not being displayed when you’re on your building / organisation network only, it is likely your organisation has set up some IP restrictions. Talk to your IT team about making this an exception.


There is a double scroll bar

A double scroll bar can indicate a problem with the installation of your iframes. 

Guidance for your Web Developer can be found on the Integrate Portal: Resize Script.


Part of the iframe is being cut off the web page

It’s possible that your CSS Styling may be cutting off part of the information on your web page. 

To check whether this is the case, you can load the iframe without any styling. Loading the iframes in this way is temporary and visible only to you.

To do this, follow the steps below:

  1. Find your iframe URL and enter it into your browser.

  2. At the end of the URL add a parameter.
    • If there isn’t already a ?in the URL, add:

      For example:

    • If there is already a ? in the URL, add:

      For example: already includes a ? so it becomes

    • If there is already a stylesheet defined in the URL, just replace the value of the stylesheet with none.

  3. Refresh the page and you should now be seeing the page without any styling.

If the content displays without the styling, this indicates that the problem lies within the CSS. Contact your Web Developer for support with this.

If the content still doesn’t appear, return to the Troubleshooting an iframe section.


Further Reading

You can continue learning about web integrations in the Integrate your Website with Spektrix section of the Support Centre.