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  • Profile Image

    PDF Report: Attached PDF in notification mail is empty.

    Asked by TBGN on December 16, 2016 at 09:53 AM

    Hello!

     

    We are facing this problem again. This time our customer is able to open the attached PDF's in notification mails but the PDF is just empty (Blank except the form-name and submission date).

    The problem is this form: http://jotform.com/form/51104341767349

    Please also check your inbox, I've forwarded an example of the "broken" pdf to support@jotform.com. The mail subject is the URL of this thread.

     

    Thanks for your help

  • Profile Image
    JotForm Support

    Answered by Kevin_G on December 16, 2016 at 11:20 AM

    I have checked our support email inbox and found your email, I can see what you're referring and found the empty PDF of your submission; however, I have submitted your form and downloaded the PDF of my submission, I could see it works since all the info is shown there. 

    I have tried downloading the PDF of that submission you provided and I can see the info is there as well when downloading the PDF report from the submissions page. 

    Here's a screenshot about it: 

    Does this happen to you when downloading the PDF through the submissions page too? 

    Please try and let us know the result, here're the steps to download it: 

    Also, try resetting the PDF layout to the default one, this should help to fix any issue if the PDF has been modified, to do it click on the option "Customize PDF": 

    Once there click on the reset button, download the PDF report without saving the changes: 

    May be also that this only happens in the emails, but would be impossible to access the PDF attached to your email notification, even when it is the same as the downloaded through the submissions page, but you could also try setting up a new notification just to test and find if the same problem happens, if possible, you could also include the PDF in the email auto-responder so we can submit your form from our end and check if this does happen too. 

    We'll wait for your response. 

  • Profile Image

    Answered by TBGN on December 19, 2016 at 05:44 AM

    Hello Kevin and thanks for your answer!

    If I download the PDF in the submissions page there is no problem. The only issue is that the PDF is empty in the notification mail.

    So if I understand you correctly, the only possible "fix" is to delete the old notification and re-implement it?

    Thanks a lot!

  • Profile Image
    JotForm Support

    Answered by Nik_C on December 19, 2016 at 06:04 AM

    You can try setting a new notifier (without deleting the old one) and test if that solves the problem. Then if it works you can proceed with deleting the old one. It is possible that with new Notifier it will pull the settings for PDF submission.

    If you have any additional questions or need any assistance please let us know.

    Thank you!