Customize PDF: Issues on formatting PDF submission

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    Asked on July 24, 2017 at 06:08 AM



    I've been designing the layout for our forms but it's taking too long because every time I add Text for the heading and footer, it either disappears or get swapped with the other.

    This issue happens to all of my forms. Please see attached screenshot.

    Can you help how to get around this bug? It's too time consuming to keep correcting if it will just go and mess it up again.


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    Answered on July 24, 2017 at 11:27 AM

    I cloned your form, customized the PDF submission and I was able to replicate the issue you are reporting. The text that I have added is not properly displayed on the customized PDF page.

    But when I save and view again the customized PDF page, the text is now displayed.

    I will have to escalate this issue to our development team for further investigation. We will inform you on this thread any updates to the issue.

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    Answered on July 25, 2017 at 09:31 PM


    Do you have any updates regarding this issue? I've checked back on the PDF customizer and the issue persists.

    I also tried what you said and did a succession of save-close-view of the customized PDF and every time, the Text/Labels that I've added changes/swaps. Without me making any change at all.

    I hope you have a solution to this soon, as the form is live and when submissions come in we get a very ugly PDF report. These PDF reports are essential to us since we print these out and update manually as part of our documents.

    An ETA would be encouraging.

    Also a suggestion would be to have an option to customize the PDF using HTML.. that would be a lot flexible, in my opinion.

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    Answered on July 26, 2017 at 02:27 AM

    Unfortunately, we don't have any updates at this time. 

    We will inform you through this thread once the issue is resolved, but, I'm afraid that we can not give an ETA.

    Also, PDFs can not be customized in HTML since they are working in another way, they can be converted from HTML to PDF. 

    I will forward an inquiry though, to our developer assigned for a possible update.

    Thank you for your patience.

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    Answered on July 26, 2017 at 03:55 AM

    Thank you for the response.

    Could you elaborate on this, "they can be converted from HTML to PDF." What do you mean by this?

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    Answered on July 26, 2017 at 04:15 AM

    I meant that you can create a page in HTML and then convert it to PDF with some of the online converters.

    But, we just received a note from the developer assigned. Could you please check if you have Grammarly add-on turned on in your Browser since it could cause this issue you're having:

    We just finished some testing and if you switch it off, the problem shouldn't occur.

    Please check and let us know.

    Thank you!

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    Answered on July 26, 2017 at 04:42 AM

    I have been using Opera and do not have Grammarly installed there. I also tried this on Chrome without that add-on and still the issue persists. Clearly not an issue with the add-on, in our case.

    BTW, my suggestion about HTML and PDF, was that maybe instead of the interface you have now for the customizer, you can allow users to upload an HTML file where the PDF is already laid out the way it's intended to look. As it is a lot easier to modify in HTML than to drag fields and labels all over the place.

    I hope to hear a positive update on this issue.

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    Answered on July 26, 2017 at 06:22 AM

    Thank you for your update. We will try to troubleshoot it further and get back to you once we have any news.

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    Answered on July 28, 2017 at 06:30 AM

    Hello @markryan,

    First of all, thank you for contacting us and sorry for the late response.

    I have cloned your form in order to test on my side. However, I could not replicate with same issue with on Chrome and Opera. I could add the text and see this on Edit & Preview page. As you can see below screenshot:

    Then, I have checked your PDF and could see that you have blank text area at the top the page. I think, you have a problem about saving the page and the text is not saved. So, we could not restore the date but you can delete & add it again.

    If you have got still problem about adding new text, please provide us your computer information. You can add the screenshot of your Console page, that may be helpful me.

    Thank you,

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    Answered on July 28, 2017 at 09:19 PM

    The way we need the PDF report is to have a blank area at the top then the heading and footer for every page. When I add the headings and footers, that's when the problem occurs.

    They either disappear or swap with each other. Can you try and simulate it like that so you can see what I mean.

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    Answered on July 29, 2017 at 03:24 AM

    I tried to replicate this issue, but I wasn't able to. I was able to add the empty space at the top and the header. Also, I added a footer at the bottom. And it showed on preview as well:

    Could you please provide us the Console report from that page, here is how:

    1) Press CMD+Option+J on Mac or CTRL+Shift+J on Windows and take a screenshot that looks like this:

    2) Here is how to add the image to this thread:

    -Go to this URL:

    -Click this icon:

    We'll wait for your response.

    Thank you!

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    Answered on July 29, 2017 at 06:52 AM

    Thanks. I've been able to resolve this somehow by resetting the PDF and starting from scratch.

    Although there were a couple of glitches where the text footers/headers I've added disappeared and/or swapped - it was quite minimal and after a couple of tries of putting them back, it stayed as is with no further issue.

    The bug may have been caused by the new additions of fields when I updated the form and added those fields in the PDF.

    Thank for you your assistance anyway.

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    Answered on July 29, 2017 at 01:00 PM

    If I'm understanding correctly some concern you are raising after the fix, to my understanding that's how it should go. Basically, resetting your PDF layout would mean that all additions that are not part of your form will be removed and those removed which should originally be part of your form will be put back. 

    In any case, should you have additional concerns, please let us know.