HIPAA: emails PDF submission attachments are reverted to old layout

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    bbass328
    Asked on September 05, 2019 at 09:21 PM

    Suddenly, without me changing anything related to the settings of these forms, the pdf that gets sent to my google drive via integration is now looking completely different. It previously looked like the normal form, but now looks like a very basic output (see picture). Did you guys change anything on the backend that would do this? I didnt make any changes to this. Ive spent 15 min trying to regenerate the forms and still cant figure out why it did this.

    Screenshot
  • Profile Image
    Kris
    Answered on September 05, 2019 at 10:33 PM

    Hi,

    May I ask for the direct link of your form to assist you better? Have you tried to use the PDF Editor to check the PDF version of your submissions? 

     There were updates for the PDF form converter, but it would be for new features on how to build a PDF form. Also, we didn't receive other reported issues similar to this one. 

    We will wait for your response.

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    bbass328
    Answered on September 05, 2019 at 10:40 PM

    It happened with two different forms I have:

    https://form.jotform.com/82896657627174

    https://form.jotform.com/90223495642154

    I didnt change any settings. It changed the format on its own. Yes, I checked PDF editor. Im using the new version, I have been for months now.

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    Nik_C
    Answered on September 06, 2019 at 01:38 AM

    Since we cannot check your forms (because of HIPAA compliance).

    So please share the screenshot of the PDF you have in PDF editor and PDF you receive in Google drive, so we can consult our backend team on this.

    Here is how to share the screenshot: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum

    We'll wait for your response.

    Thank you!

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    patientforms
    Answered on September 06, 2019 at 05:15 AM

    I have the same issue. So it is a system issue. I am opening another private thread regarding it. 

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    Kris
    Answered on September 06, 2019 at 06:39 AM

    Hi @Patientforms,

    I found the thread that you have opened, please refer to this link.

    Thank you.

  • Profile Image
    bbass328
    Answered on September 06, 2019 at 11:04 AM

    If I had a quarter for every time I heard "we cant help you due to the HIPAA settings" .....

    It is amazing how often employees at Jotform dont know what other employees at Jotform have done..... so the typical response is "we dont know what you're talking about" instead of actually taking my word for it and investigating the issue. 

    I've already sent you a screen shot of what the form looks like now in the original messages, but here is another one. Now the new PDF is just 1 page and looks like this below (grey boxes down the left side). Before, it looked like the actual form but in PDF version.


    1567782081Screen Shot 2019-09-06 at 10.0

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    Kris
    Answered on September 06, 2019 at 12:15 PM

    We have escalated this matter to our developers and a specific team is already investigating the issue. It seems that HIPAA users are having the same query, and due to HIPAA security measures we are unable to access your account and data to further investigate it. 

    You can refer to this link for updates, but we are still going to notify you regarding this issue via this thread. We are unable to provide you an ETA for the resolution but this is a high priority ticket so it is currently being handled respectively by the team.

    Thank you for your understanding.

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    patientforms
    Answered on September 06, 2019 at 12:20 PM

    @bbass328 If I had a quarter for every time I heard "We have informed our back end team. we cant give an exact turn around time for the resolution" .....


    I'm sorry jotform I'm only with you because you are cheap not because you are the best and I;m doing this only because I have once waited for 22 days for one bug to get a bug fixed. So my reasoning is if I make an big issue out of it enough people will take notice and fix it faster than "rest assured that the backend team is already investigating the issue but no ETA"

    If you are not able to handle HIPAA related issues allow us customers to submit a ticket to someone who can handle it because I have memorized all of the jotforms excuses. 


  • Profile Image
    bbass328
    Answered on September 06, 2019 at 12:26 PM

    KrisLei, it is not giving me access to your first link. You shouldn't need access to my entire account to figure out what is happening on your own system. It's not like my account is special or unique in any way. Make a HIPAA account of your own and replicate the issue. Stop using that as an excuse to not fix the problem.

  • Profile Image
    Victoria_K
    Answered on September 06, 2019 at 02:28 PM

    Good day and our apologies for the inconvenience caused. At the moment, PDF download via new PDF editor is temporarily unavailable on HIPAA accounts. This way, PDF submission attachments are reverted to old format, so our users were not affected in terms of getting PDFs for submitted forms. 

    We have reported the PDF problem to our developers with increased priority. I am also attaching a ticket to this particular thread in order to inform you once the issue is resolved. 

    Thank you for understanding in advance. 

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    Victoria_K
    Answered on September 06, 2019 at 03:02 PM

    Hello again, The problem is now fixed. Please check if everything now works as expected and let us know if you need any further help. 

    Thank you!