Troubleshooting NativeCloud Issues

This article will review some of the main reasons your NativeCloud form is not loading. If you have a NativeCloud form that is not loading, it is likely related to a permissions or sharing settings issue. Below are some troubleshooting tips you can review to ensure proper settings are in place and get your NativeCloud forms up and running in no time.


Hosted form shows 'Authorization Required'


This issue occurs when the site Guest user does not have the Formstack NativeCloud Permissions permission set assigned to them.

1. To fix this, first navigate to Setup and search for Sites.

2. Click the Site Label of your site.


3. Click Public Access Settings

4. Click View Users.

5. From there, click the Full Name of the site guest user. Then scroll down to Permission Set Assignments. Click 'Edit Assignments'. Add the Formstack NativeCloud Permissions.

6. Click 'Save'.



Hosted form shows 'URL No Longer Exists'

Screen_Shot_2020-03-03_at_3.03.24_PM.pngThis issue occurs when the wrong site url is being used in Custom Settings. 

1. To fix this, first navigate to Setup and search for Sites.

2. Grab the url for the site.

3. Next, navigate to Custom Settings. 

4. Click 'Manage' next to Formstack Auth



5. Click 'Edit' next to FastFormsNativeApp


6. Paste the URL in the Site Url field. Click Save.



7. Once you have updated the Site Url, you will need to navigate to the Form Editor and make a small change to your form. Then publish your form. Your form should now load.


Hosted form shows 'Something went wrong. Hosted code provided doesn't exist in our system. Please contact support'


This can happen if your org is detected to be missing sharing rules for site guest users or requires that sharing rules be recalculated for them.

This can also can occur if the Default External Access for some of our custom objects is set to 'Private', however, since we now have an in-app mechanism to automate the creation of Sharing Rules, it's easier to rule that out first.

To create missing Sharing Rules using our in-app mechanism, navigate to Admin Settings in the Formstack for Salesforce app.

If any missing Sharing Rules are detected, the Create Sharing Rules button will be blue. Click the button to create sharing settings.


Once sharing rules are added, Salesforce requires that you recalculate sharing settings manually to have them take effect. Follow the instructions from Salesforce on this page to recalculate sharing settings

If there are no missing sharing settings detected, or if your form is still displaying the 'Something went wrong. Hosted code provided doesn't exist in our system. Please contact support' message, the Default External Access for one of our custom objects is set to 'Private'.


1. To fix this, navigate to Setup and search for Sharing Settings.

2. Set the Default External Access Sharing Settings to at least 'Public Read Only' for the following objects:

  • Form Pages
  • Form Style
  • Submission Draft
  • Template

3. Click 'Save'.


NativeCloud hosted form shows Classic hosted form url.

If you were previously using the Classic version of the Formstack for Salesforce app before switching to NativeCloud, your form urls may still be showing the Classic hosted url. To verify whether your form is using the Classic hosted url or the Native hosted url, navigate to Publish Options for the form in question in your Formstack Dashboard.

Click the Hosted Form tab. If the form is using as the root url instead of your site, your form is still using the hosted form url.


To fix this, you will just need to edit the form and make a small change, then republish. For example, an easy change to make here would be to expand Form Settings (in the Form Editor) and add a character to your Form Name. Then remove the character you just added. Close Form Settings and wait for the Draft Saved banner to appear.



Next, click the Publish Draft next to the banner. You'll see a banner when your form is finished publishing. Your form should now be using the Native hosted form.



Related Links

Setting Up NativeCloud


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