PDF editor: The PDF attachment in the notification is being sent using the old layout

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    hmassey_sms
    Asked on April 02, 2019 at 11:44 AM

    Used the PDF editor to create a custom PDF for my form. When I hit submit, the PDF received does not contain any of the formatting used in the pdf. I have the option set to YES for PDF attachment and the correct pdf document is selected. I need help getting the formatted pdf to be the one that is attached.

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    hmassey_sms
    Answered on April 02, 2019 at 12:50 PM

    I figured out the answer. Had to create a new pdf and assign it as the document to use. Will make a not for future forms to not use the default one that pdf editor creates.

    None of the formatting changes made in the default pdf showed up in the attachment when the form was submitted.

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    Kiran
    Answered on April 02, 2019 at 02:25 PM

    Even if the PDF document is created by default, it should not be changing it layout. Could you let us know if you are experiencing similar issue with any other forms in your account? If so, please provide us with the form ID so that we can check it further to assist you.

    Thanks!

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    hmassey_sms
    Answered on April 02, 2019 at 03:10 PM

    I only have the one form that I am currently working with. I will be creating other forms in the near future. If I experience the same issue, I will post more info here.

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    EltonCris
    Answered on April 02, 2019 at 04:58 PM

    Just feel free to let us know should you encounter issues again.

    Thanks

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    hmassey_sms
    Answered on April 05, 2019 at 09:35 AM

    So my issue has returned. The first time around I created a new PDF, made a few formatting changes, set the new file as the one to use for the PDF attachment, did a test and it worked. Now it's not working again. I have removed all PDF files so only the one I want to use is there, but the pdf received after hitting submit has absolutly none of the custom formatting I have in the PDF. (My form - https://form.jotform.com/90697463121156)

    In the included image, the page on the left is what I receive, but the page on the right is what it is supposed to look like. Why did it work the one time and now it doesn't? What can I do so that every time this form is submitted it includes the formatting as desired?

    1554471188PDF_Comparison.jpg

     

    I really help understanding/figuring this out.

    Thank you.

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    Kiran
    Answered on April 05, 2019 at 11:40 AM

    We are sorry for the inconvenience this may have caused. I have added my email address in the notification recipients of your form and submitted the form. I have received the PDF submission in the old format. 

    155447741505042019_200432.png

    I have tried changing some settings on the form. However, it is still sending the old PDF submission layout. Let me forward the issue to our backend team for further investigation. 

    If there is any news in this regard, you'll be posted here.

    Thank you!

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    hmassey_sms
    Answered on April 09, 2019 at 06:38 PM

    I know it's only been a couple of days, but I was wondering if there was any update. I have since created 2 additional forms that send the PDF using the custom layout created with the new PDF editor.

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    jherwin
    Answered on April 09, 2019 at 07:35 PM

    We are sorry for the delay and trouble caused to you. I will send a message to the developer assigned on this thread and ask for an update. We will notify you here and on your email at once when a status update is available.

    Thank you for your understanding.