We are not receiving emailed copies of submissions

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    fsinclair
    Asked on September 17, 2019 at 02:58 AM

    Can you please advise whether there is a problem at your end relating to sending of copies of submissions via email.  This seems to have stopped about 3 hours ago.


    Thanks

    Fred Sinclair

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    Richie_P
    Answered on September 17, 2019 at 07:48 AM

    We do apologize for the inconvenience.

    We had an issue with the emails not sending when PDF attachments is enabled. Our developers was able to fix this issue and emails should be working correctly now.

    Can you please test your form and let us know if the issue still remains?


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    Fred Sinclair
    Answered on September 17, 2019 at 09:17 PM

    All working now.  Thank you.

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    fsinclair
    Answered on September 18, 2019 at 02:37 AM

    I have just been notified that there are some unexpected issues still occurring.  All of our forms have PDF versions configured in the PDF Editor.  The PDF attachments we have been receiving up until today have been ok.  Today a significant number of submissions have PDF attachments that do not conform with the way they were set up in the PDF Editor.  The attached PDF's simply list all the fields (including fields that were specifically excluded) and tables without any formatting, headers.  This does not occur for all submissions or for all the form templates. However, we have got quite a few like this today.  When we download from the form's inbox we are able to get the PDF's as we designed in the PDF Editor.  So it seems that there is something happening to the formatting of the attachments when you are sending the emails.

    Can this be checked and resolved please.

    Thanks

    Fred

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    ashwin_d
    Answered on September 18, 2019 at 05:03 AM

    I am sorry for the trouble caused to you. Do you mean to say that the submission PDF which you have received does not display the same format which you have designed in PDF editor?

    Please let us know the form with which you are having this issue with and we will take a look.

    We will wait for your response.

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    fsinclair
    Answered on September 18, 2019 at 11:11 PM

    Hi Ashwin,

    That is correct, although it was an intermittent problem.  Sometimes a submission pdf displays like the Jotform inbox display for the submission rather than the PDF design configured in the PDF Editor for that form.  Other times the PDF is emailed as an attachment correctly (as per the PDF Editor design).

    This morning I have been advised that submission emails are not being received again after a form is submitted.  This was the original reported issue that was fixed and now isn't.

    Fred Sinclair

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    ashwin_d
    Answered on September 19, 2019 at 01:40 AM

    I am sorry for the trouble caused to you. I did test the PDF attachment in one of my own form and I am able to replicate the issue you are having. Submission emails with PDF attachment were not received.

    I am escalating this issue to our backend team. We will get back to you as soon as we have any update on this.

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    eugene
    Answered on September 19, 2019 at 06:24 AM

    Hello,

    Sorry for the inconvenience caused.

    The issue should be resolved now, can you test it and let us now?

    Thanks!

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    Fred Sinclair
    Answered on September 26, 2019 at 08:36 PM

    Hi Eugene,

    Yes all works ok now.

    Thanks

    Fred