Why does the DRTE e-signature portal appear as a completely blank page on certain iOS devices (while rendering properly on Android), and how can we prevent this for signers?

Published on October 3, 2026 DRTE

Blank White Screen in the DRTE Signing Portal on Mobile: Enable JavaScript

This behavior occurs when JavaScript is disabled in the mobile browser settings (e.g., Safari on iOS) or blocked by strict mobile privacy/content settings.

Why this happens: DRTE components (such as the Editor LWC and Guest User Signing Portal) are built on Salesforce Lightning Web Components (LWC). They require client-side JavaScript to execute and render the document interface. If JavaScript is turned off, the browser cannot load the LWC framework, resulting in a blank white screen. This is a standard constraint across all native Salesforce LWC applications.

1. Quick Resolution for Affected Signers

Instruct the affected user to enable JavaScript on their iOS device:

  1. Open Settings on the iPhone or iPad.
  2. Scroll down and tap Safari.
  3. Tap Advanced at the bottom of the page.
  4. Toggle JavaScript to ON.
  5. Re-open or refresh the e-signature portal link.

2. Administrative Best Practice: Add <noscript> Head Markup

To ensure signers are never left confused by a blank screen if JavaScript is disabled on their browser, add a fallback notification tag to your Experience Cloud Site.

Step A: Open Experience Builder

  1. Navigate to Setup → Digital Experiences → All Sites and click Builder next to your public DRTE signing portal.

Step B: Access Head Markup Settings

  1. Click the Gear Icon (Settings) on the left navigation panel.
  2. Select Advanced and click Edit Head Markup.

Step C: Inject the <noscript> Fallback Tag

Paste a custom fallback message into the editor:

<noscript>
<div style="padding: 20px; text-align: center; font-family: sans-serif; background-color: #fff3cd; color: #856404; border: 1px solid #ffeeba; margin: 20px; border-radius: 5px;">
<h2>JavaScript is Required</h2>
<p>To view and electronically sign this document, please enable JavaScript in your browser settings and refresh this page.</p>
</div>
</noscript>

Step D: Publish Changes

  1. Click Save, then click Publish in the top-right corner of Experience Builder.

Tip: the <noscript> message only appears when JavaScript is off. Signers who see it should follow the steps in Section 1 and then refresh the portal link.

Knowledge Article Number: KA-00444

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