PDF Editor: JotForm freezes when clicking Yes, Proceed

I'm getting this screen for one of my forms but then it won't let me proceed no matter which option I click. The whole site totally freezes up. Any ideas?

Hi Matt,

I apologize for the inconvenience. I have cloned the form in question: https://form.jotform.co/33113589567866 and am not able to replicate the issue. However, I have seen this happen a few times so let's work to resolve this! I have logged in to your account and switched to the Old Version of the PDF editor and then back to the new one again.

Matt, from what I understand this happens when you go to Publish and then click on Download Fillable PDF. Then a window pops up and informs you that you have updated your form, and upon clicking Yes, Proceed the website freezes. May I please suggest you use the incognito mode of your browser? Also, could you please let us know if this happens to any of your other forms?

We will be waiting for your response. If the issue persists, we will escalate it to our developer team so that we can get this resolved.

Thank you and have a wonderful day!

The issue was happening when you click on "View Submissions" and then from there you click the PDF icon in the top left. On the menu that pops up you click "Download PDF". That's when I get the popup.

It is now happening on "Blueflash Wedding Contract 2019". It behaves identically in incognito mode. I am using Chrome but I have also tried in Safari with the same results.

Thank you for your assistance.

I have tried downloading a submission report from the PDF report for your form 'Blueflash Wedding Contract 2019' using Chrome browser and was able to download it without any issue.

https://www.jotform.com/pdf-editor/82635647866169?preview=true&submission=4307440356214537426

Could you check once again and let us know if you are still experiencing the issue? Please get back to us if you need any further assistance. We will be happy to help. 

Unfortunately I'm still experiencing the same issue. My coworker has also logged in from her location to try it and is seeing the same issue I'm seeing. What other info could I give to help?

Hi @questman77!

I was able to replicate this issue again with one of your forms: https://www.jotform.us/form/82635647866169. When you go to View Submissions page and click on Download PDF, this message pops up:

and upon click Yes, Proceed the JotForm pages freeze and become unresponsive. I will escalate this issue to our developers so that we can get this fixed! You will be updated via this thread. In the meantime, I would like to suggest the following workaround:

1. To access the PDF Editor and download a PDF file of your submissions, please click on Edit Form

2. Click on the small page selector arrow in the top left corner

3. Select PDF Editor 

 

Please let me know if you have any other questions. Thank you and have a wonderful day!

Yes that's exactly the problem! Glad you were able to see it on your end. Thank you, looking forward to the solution.

Hi @questman77!

Can you please let me know if you are still experiencing this issue on your end? I would like to follow up and see if this has been resolved. Thank you!

It's all set now - thanks for the follow up!
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Thank you for letting us know Matt!