HIPAA - PDF Editor: Empty Infinite List widget shows error message.

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    Asked on October 09, 2019 at 10:11 PM

    Would I expect jotform to finally work reliably for once? Nope, every 1-2 months there are glitches and errors. Here's the pattern: the back end team makes an updated ---> creates an error for the user ---> support team cant find the issue for a few days and they blame it on the form being HIPAA protected ---> ask customer for more information ----> they finally communicate with back end team again  ---> repeat 1-2 months later. 

    It is kind of unfortunate that you guys can't seem to get jotform to work reliably for more than a month. It seems like I am constantly having to reach out to you because you have rolled out some update before doing testing to it. When will it stop?? This complete incompetence, lack of attention to detail, shows a total and pathetic lack of respect you have for your customers. Here's two ways to show respect to your customers: 1. Test your product before rolling out the update.

    2. Speak with your back end team first before blaming it on user error. 

    3. Stop repeating this pattern every 1-2 months. 

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    Answered on October 09, 2019 at 10:44 PM

    We sincerely apologize for the inconvenience this has caused. If you are experiencing any issues please let us know we will escalate those to our development team.

    May we know the Form URL where you are experiencing the issue? We will clone the Form and test it to replicate it. The error screenshot which you have shared, is the field a File Upload element? Are the images not shown on the PDF document? Are you able to download the attachment from the submission view?

    Looking forward to your response.


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    Answered on October 10, 2019 at 04:42 PM


    Why am I not surprised by your answer. I wish you would just talk to the back end people first. HOW DOES THIS KEEP HAPPENING?!?!?!?

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    Answered on October 10, 2019 at 05:49 PM

    How does this keep happening?

    Before the issue, may I ask if you update your form by adding or removing fields? 

    If your PDF Document is not customized, could you please try creating a new PDF document and let us know if the issue still persists?


    We'll wait for your reply. Thank you.

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    Answered on October 10, 2019 at 07:24 PM

    LOL, nope that didnt work. You guys had asked me to do that last time as well in January when the same error occurred (https://hipaa.jotform.com/answers/1716151-PDF-Editor-HIPAA-Getting-error-message-when-printing-the-PDF#9) . Please talk to your back end team!!! The error is on your end!!!!

    1570749879Screen Shot 2019-10-10 at 6.21

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    Answered on October 10, 2019 at 09:37 PM

    Apologies however we have protocols to follow which we hope you would understand.

    To explain though, we are here as level 1 support, and what we offer is basic troubleshooting, finding the root cause of the issue and providing quick and easy workaround so that you don't have to wait for the level 2's response with which we cannot give any estimate when they would give feedback. If all else fails, we forward it to our level 2.

    If we forward everything to level 2 directly, all the level 2 team will not be able to do what they are good at, which is developing / enhancing the system. If that happens, the service will not evolve, all feature requests will not be attended to and you will have a lame form builder which is outdated with the current trends.

    I also apologize if you feel that you, your account or your form has been blamed on the issue. Please do note that due to the versatility of the form builder, the first thing we check is how your form/account has been set, since it is not necessary that the issue you are facing is also being experienced by other users. If we notice that the issue is being received by multiple users, it's one of the factor we can conclude that something is wrong with the system.

    Please also note that it has always been our practice to test any enhancements before it is being rolled out, unfortunately, again due to versatility, as we have millions of users / forms, but we cannot test million scenarios, there are indeed times where issues arouse with the enhancement.

    Meanwhile as for the error, I cloned your form and made a test submission and upon viewing thru PDF Editor, the issue seems to occur with Infinite List widgets in which no user input was supplied. However, note that if you have enabled Hide empty form fields, those fields will not show up on the actual PDF document.

    1570757705Screen Shot 2019-10-11 at 9.34


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    Answered on October 10, 2019 at 09:42 PM

    Nonetheless, let me forward this to our level 2 so they may remove the confusing message.