Unable to open PDF of submission attached to email

  • Profile Image
    Asked on December 09, 2018 at 03:41 AM


    In reply to your queries, please see my replies below:

    May we know what browser you're using to view the PDF? Or the version of adobe acrobat?

    1. Chrome Version 71.0.3578.80 (Official Build) (64-bit)
    2. Adobe Acrobat Reader DC (Version: 2019. 008. 20081)

    Is this happening to all PDF submissions in your form?
    - No. Some submissions are still able to open. The issue started on Thurs, 6 Dec. We were able to open all the PDFs without any issue before then.

    Can you please share to us the submission ID with the issue?
    - Too many to list down all as we have several forms active across the organisation. However, some examples are:

    2018-12-07 10:30:44
    2018-12-07 09:03:23
    2018-12-06 15:20:19

    I have tested to download my sample form submission as PDF and I was able to do so without any issues.
    - We are also able to download the PDF from the submissions page. We are unable to open the PDF of the submission details that we receive via email.

    This is the case across multiple users across our organisation that use Jotform.

  • Profile Image
    Answered on December 09, 2018 at 07:39 AM

    Our apologies for the difficulties you are facing. As far as I understand, you receive PDF submissions attached to email notifications and some of those can not be opened. I have performed some tests and it seems that the issue appears when there are multiple emails sent out with option to attach same PDF submission enabled. 

    I will report this to our developers for checking closer and we will notify you via this thread with our findings. Thank you for contacting us on this matter.

  • Profile Image
    Answered on August 06, 2019 at 04:46 AM


    Sorry for late answer and thanks for your patience. We had issues regarding PDF generation when you reported this issue and those issues were fixed already.

    According to our test, we can correctly create PDF documents for each of the email and none of those PDFs are broken. Can you please check the issue again on your end and let us know if you still see broken PDFs in your emails?