Dropbox integration unreliable. Empty PDFs issue.

  • Profile Image
    ledgerscope
    Asked on March 11, 2013 at 03:48 PM

    Sometimes Dropbox integration with our file upload form works great. Other times we just receive an empty PDF file and the file uploaded with it does not show up at all.

    Has anyone else experienced this please?

    Our form is at http://movemybooks.com/get-started/

    Update: I am now also integrated with Google Drive. Now I get the file upload, but the PDF files are still empty. I was getting PDFs with data before. Puzzled!

  • Profile Image
    Mike_T
    Answered on March 11, 2013 at 04:44 PM

    We are very sorry for the inconveniences you are facing.

    I have cloned your form, integrated it with the Dropbox, but I was not able to reproduce the issue with the empty PDFs.

    Could you please clear your browser cache and cookies, and then re-integrate with the Dropbox and/or Google Drive?

    Please let us know if that does not help, so we will be able to forward the issue to our Developers.

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 05:47 AM

    Ok, I downloaded a new browser (Chrome) and cleared all browsing data too (even though there would be none) then re-integrated Dropbox and Drive.

    Will see it that now fixes.

  • Profile Image
    jonathan
    Answered on March 12, 2013 at 06:03 AM

    Thank you for updating us.

    Please keep us posted of your latest test results.

    Thanks.

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 09:28 AM

    Still not resolved.

    1. In Dropbox I get the empty, unreadable PDF file only - no file upload

    2. In Drive I get the empty, unreadable PDF file but I DO get the uploaded file

    So, the problem with Dropbox is slightly different to the one with Drive but, in both cases, the PDF of the form submission data is empty and unreadable.

    This is something that other Jotform users on this forum are reporting too - so I don't see how it can be a problem at our end?

  • Profile Image
    EduardoMendez
    Answered on March 12, 2013 at 10:02 AM

    Hi there, 

    I was also not able to reproduce the issue.  Here is a video of my test:

    http://screencast.com/t/9bphlIe4

    Perhaps you can watch it and let me know if I did something differently.

    In the test I used the same form and integrated it to both services.  I submitted an entry and successfuly received the PDF on both services.

    Please review and let me know if you spot any differences.

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 11:07 AM
    Hi Eduardo
    See my own screencast here:
    https://ledgerscope.viewscreencasts.com/25bbd248cbea45b5b27a2fc20ae3b06a
    I used the embedded Jotform on our own website.
    Results shown are:
    1. Google Drive gets the uploaded file plus a PDF (which is blank and
    cannot be opened)
    2. Dropbox does not get the uploaded file. Just the PDF (which is blank and
    cannot be opened)
    Ideas?
    Adrian
  • Profile Image
    liyam
    Answered on March 12, 2013 at 11:32 AM

    Hello Adrian.  Have you tried removing the integration, logging out, then log back in and reintegrate the form again?

  • Profile Image
    EduardoMendez
    Answered on March 12, 2013 at 11:36 AM

    Also, Can you try submitting on the stand alone form and see if the result is the same?

    If there is a difference, perhaps embedding the form using the iFrame method may help.

    Please let us know and we'll be glad to continue troubleshooting with you!

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 12:08 PM
    I have removed the integrations and reinstated them twice. I didn't log out
    in between though. Will try that.
  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 12:08 PM
    I think we have embedded using an iframe?
  • Profile Image
    EduardoMendez
    Answered on March 12, 2013 at 12:13 PM

    It is not embedded using iFrame method.  Here is the URL of your form to test as a stand alone:

    https://secure.jotform.com/form/30472383588361

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 12:32 PM
    OK, I removed integration for both Dropbox and Drive. Logged out. Logged in
    and added Drive integration again(abandoning the Dropbox one for now).
    Tested both a) Standalone form and then b) form on our website
    Result was same for both. Drive got the uploaded file in each case but in
    each case the PDF of the form submission was blank.
    So, my issue is not getting the file uploads - it's the PDF forms being
    empty. I see others on your site are reporting the same problem of empty
    PDF files - so the issue cannot be with our own form surely?
  • Profile Image
    EduardoMendez
    Answered on March 12, 2013 at 12:36 PM

    Can you please try the none secure version of your form:

    http://www.jotform.com/form/30472383588361

    I wonder if the issue is on the SSL transfer.

  • Profile Image
    ledgerscope
    Answered on March 12, 2013 at 12:55 PM
    The PDFs are fine with the non-secure version!
    However, it's quite important for us to use the secure form, so I guess we
    will have to make do with not using the PDFs. Any idea on if you will have
    a fix for the secure form?
  • Profile Image
    Goldo
    Answered on March 12, 2013 at 02:35 PM

    I have forwarded the issue to our developers for checking. Thank you for your patience.

    We will get back to you as soon as we got an update.

  • Profile Image
    eee
    Answered on March 13, 2013 at 03:28 AM

    Hi ledgerscope,

    Problem was related with latest kernel update that caused trouble on our PDF library, I can confirm that it's completely solved now,

    Kindest Regards,

    Ertuğrul.