Why can't I open the document of my submitted form?

  • Profile Image
    Asked on January 29, 2020 at 01:09 PM

    I recently cloned a form and made a few changes to it.  When a form is submitted I get an email with a PDF of the form attached.  I cannot open the PDF.  I get an error message (see screenshot below) when I try to open the PDF from my email.  On Jotform, the submission seems to come through fine.  The email I receive from DocuSign is also fine.  Why can't I open the email?

    Also, the two PDFs that I imbedded in my form are showing up blank when you first get to the screen.  you have to back up and reload before the form shows up.  How can I fix this?

  • Profile Image
    Answered on January 29, 2020 at 05:05 PM

    It seems the issue is with the embedded PDF document. I was able to replicate it when I cloned the form. Could you please try removing the PDF in the widget and re-upload it again?

    Please try that and see if it makes any difference. If the issue persists please let us know so we could check further.

  • Profile Image
    Answered on January 31, 2020 at 09:17 AM

    I removed both pdfs from the form and then added them again.  The problem still persists.  what exactly is the problem with the pdf?  I have embedded pdfs in other forms with no issue.

  • Profile Image
    Answered on January 31, 2020 at 01:02 PM

    I just tested a cloned version of your form and the PDFs were attached in the email notification I received.

    However, I got the same issue trying to open it on my email.

    I also tried downloading the PDF and here's what I got when I opened it.

    Would it be possible for you to share with us a link where we can download the PDF you have embedded on your form, please? We'll try to test it on our end.

    You can upload the PDFs online (Google Drive, Dropbox, OneDrive, etc) and provide us with the public share link.