Unable to receive the email notifications for some of the submission

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    pixelimaging
    Asked on August 08, 2019 at 01:29 PM

    We are having a couple issues with our online order form thru our website.


    Currently we utilize Jotform to help us with the file submission and order form information.  Currently it is set so the customer goes tohttps://www.pixelimaging.net/place-an-order

    they fill out the order details and attach the files and submit the form.  the files are then transferred by jot form to our FTP server and a email is sent to our email inbox letting us know files have been uploaded and a copy of the order form telling us the details.  The File get dropped in our FTP server in a folder for that client.  additionally a pdf is also created of the order form donating all the print order info.


    Issues

    *    we have a client who send work to us all the time.  there're several users at this client.  When they send us an order they use our website fill out the order form and submitted the files, the files are then transferred to our FTP server and an email notification is sent to our email inbox.  There is one lady at this client who send the job in using the same method. the files are in out FTP server however we never get an email notification and there is not pdf of the order form included with the files transfered.  this can make it confusing for my production team.  Why would it work for everyone else in her office except her.  

    *  a copy of the order form is usually converted automatically to a PDF and included with files transferred to to our FTP server however this seems to be hit and miss sometimes it does this others it does not.   How do we fix this?


    Please contact us ASAP to help us resolve these issues. 


    Thank you,

    Michael 

    Pixel Imaging

    213 385-9000

  • Profile Image
    roneet
    Answered on August 08, 2019 at 02:13 PM

    The File size may be the cause of the issue. If the user is uploading the large size file then it may be the cause of this.

    May we know the submission Id of the Form that you have not received the submissions for.

    Guide: https://www.jotform.com/help/549-Where-to-Find-the-Submission-ID

    Looking forward to your response.

    Thanks.