Email Notification: Attachments are missing

Hi there

Our forms are all emailed to a certain address, and the attachments (Jotform PDFs) are then mined and stored. It happens every so often that the form does not generate and attach the PDF to the email, despite it being set to do so. It was not a problem until recently - now it is almost the exception to the rule if a PDF does attach! It is very frustrating.

I have cleared the form cache several times, but this only resolves it temporarily. Please can you check? The forms most affected are:

https://form.jotform.com/210841712339048

https://form.jotform.com/220611190932548

https://form.jotform.com/223611527588562

All forms do it, but these are the most crucial ones. You can see on the attached screenshot that the same form response randomly either arrives with a PDF or not - on the screenshot only one response has a PDF attached, despite the form setting for PDF attachment being correct.

Hi HenleyAir,

Thanks for reaching out to Jotform Support. I checked the forms and I don't see anything wrong with how the notification emails are setup. You have the PDF attachment enabled, so I think it should be working. Though keep in mind that there's a 5MB limit on the email attachments, where if it file attached goes beyond or reach that limit, the email will be sent with no attachment.

Can you please confirm if the email notification returns any warning message about that limit? or does it not say anything and just plainly not attaching the PDFs? Would it be okay if you try recreating the email notification and set it up with the PDF attachment once more? I've also cleared your form cache from our server as a precaution.

Give it a try and let us know how it goes.

Hi Lorenz

The average size of these PDF's is around 200kb, so size is most definitely not the problem. There are no warnings - the PDF is simply not attached.

The problem still persists - one email will have an attachment and the next not. Very strange and frustrating at the same time.

Hi HenleyAir,

Thanks for getting back to us. I cloned your form(210841712339048) and it consistently includes the PDF as attachment in the email notification.

In your last test, may I know from which form was it, and which email notification was missing an attachment so we can check? Also, please share with us the associated submission by providing us the submission ID so we can further inspect. Let me walk you through on how to get the Submission ID:

• In your Form's Submission Table, click on the Columns dropdown arrow
• Next, search for Submission ID.
• Lastly, enable it in the Show/Hide Columns.

You can check out the complete guide for this on this page.

Once we hear back from you, we'll be able to help you with this.

Thanks. In the last three days alone, there were over 10 emails without attachments. In each case, I would resubmit it using the edit link, and it would then come through with an attachment.